概要


Inspired Customer Relationship Executive with 9 years of customer care & sales expertise. Renowned for assessing operational


needs and developing solutions to save costs, improve revenues, and drive customer satisfaction with problem solving &


interpersonal skills . Resourceful and well-organized with outstanding leadership and team-building record.


项目

Loader Automation

工作经历

公司标识
Customer Service Agent
SERCO
Mar 2020 - Jul 2020 | Dubai, United Arab Emirates


Customer Service Agent at Dubai International Airport (DXB)
.Responsible for working on the phone and in person to provide information about travel plans for customers.
.Giving the customer information about arrival and departure times, with a particular airline.
.Guiding passengers to proper terminal, explaining airport regulations.
.Responsible to take care irritated customers and calm the situation in best possible manner.
Customer Service Agent at Dubai Metro
.Provide safe, reliable, convenient and comfortable tram journeys.
.Provide the very best in customer service and information.
.Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the tram
and station premises.
.Assist and mitigate overcrowding on platforms to ensure that passengers flows are managed in an orderly manner.

公司标识
Team Lead Backend Operations
MindBridge Private Limited
Dec 2019 - Jan 2020 | Lahore, Pakistan


.Developed new process for employee evaluation which resulted in marked performance improvements.
.Monitored multiple databases to keep track of all reported complaints for timely resolution.
.Supported Project Manager in improving operations and resolving issues to deliver top-notch customer service.
.Reporting & analysis with monthly dashboard floating of complaints (Service Request & Emails) representing issues and their
mitigation plans to enhance customer experience & sales goals.
Achievements:
.13 new resources trained to meet departmental sales targets .
.Targeted the high usage customers to offer them best offers (Bundles/Devices/Services) which resulted 4% increase in 1 month
(Dec-19).

公司标识
Customer Insight & Sales Executive
Telenor Pakistan
Jul 2017 - Nov 2019 | Lahore, Pakistan


.Managing and ensuring healthy relationships with Client's stakeholders, Internal and External Support Functions.
.Sell products by establishing contact and developing relationships with prospects; recommending solutions.
.Developed ambitious sales targets based on extensive market research and analysis as per customer needs.
.Ensure efficient business through appropriate sales, services and marketing plans.
Achievements:
.Improved customer satisfaction level from 29% to 42 % in 6 months by analyzing their needs and offer them to upgrade to value
packages.
.Average Revenue per user (ARPU) increased from 640 to 930/month.
.Decreased in complaint logging time (72 Hrs. to 18 Hrs.) by an automatic loader which increased customer experience by 27 % for
2018 (Q-2)
.Excellence is YOU award given by the Manager for the best customer care services.

公司标识
Business Collection & Retention Officer
Telenor Pakistan
Jun 2013 - Jul 2017 | Lahore, Pakistan


.Portfolio management by maintaining numbers of health status.
.Achieve monthly collection/Churn targets.
.Make telephone calls to prospective customers to provide product information.
.Serving high ARPU customers with an end-to-end resolution of complaints/relevant queries.
.Work with Sales Manager in implementing sales promotion activities.
.Achieve quarterly sales and collection campaigns targets set by the department.
.Ensure negotiations and reach a fair conclusion from both business and customer perspectives.
Achievements:
.98% collection target achieved by keeping strong follow up with customers with an end to end resolution.
.The top performer of Quarter (2014-Q3) awarded for outstanding performance.
.Easy Paisa account activation targets overachieved (42%) as per agreed KPIs set by Management (30%).

公司标识
Customer Services and Sales Officer
Telenor Pakistan
Sep 2010 - Jun 2013 | Lahore, Pakistan


.Inbound calls at Telenor Helpline 345.
.Suggest/sell VAS Products to subscribers as per their Usage.
.Resolving customer queries and providing First Call Resolution.
.Provide information regarding products and Services of Telenor as per policy.
Achievements:
.VAS targets achieved as A+ to meet assigned KPIs.
.Consecutive "Employee of the month" nomination for 5 times in 2012.

学历

Al Syed College of Commerce
学士, 贸易学士, ‎
Accounting
2009
Punjab College of Commerce (PCC)
中级/A级, , ‎
Biology, Chemistry, Physics
2006

技能

熟练 Analytical Skills
熟练 Calling
中级 Chat Support
熟练 Client Dealing
熟练 Client-Handling Skills
熟练 Customer Follow-up
熟练 Customer Services
熟练 Decision Making
熟练 Documentation Skills
熟练 Doodle
熟练 English Fluency
中级 Fincane Reporting
熟练 Flexible
初学者 IBFT
熟练 Inbound Skills
熟练 Lab Knowldge
熟练 Negotiation Skills
熟练 Operations Monitoring
熟练 Outbound
熟练 Patients Calling
熟练 Problemn Solving Skills
熟练 Stakeholder Management

语言

熟练 旁遮普语
熟练 乌尔都语
熟练 英语