概要

Masters in Human Resource Management. Experience in Telecom and F&B sector of total 10 years. Customer services (face to face, call center and social media platforms) expert. Professional in handling customer and building relationship for long term effect. Team management and working under pressure are my key skills. Highly motivated and adaptive.

项目

Ufone Live Chat

工作经历

公司标识
Sales and Service Associate
Zong CMPAK
Feb 2020 - 代表 | Islamabad, Pakistan

Greeting the customers wjo are visiting at Service Center. Resolving their complaints regarding cellular service. Providing them extra ordinary customer service. Up selling Value Added Services after assessing their pattern of usage and requirement. Selling of products like Internet devices, Home routers and Mobile phones and giving after sales services.

公司标识
Asst. Mgr. Operations
KCAL Restaurant
Nov 2017 - Sep 2019 | Dubai, United Arab Emirates

Inventory control.
P&L statements.
Managing the staff.
Cost controller.
Administration control.

公司标识
Support Center Executive
Ufone (PTML)
Jan 2013 - Feb 2017 | Islamabad, Pakistan

My JD includes:

• Correspondence with customer via e-mail.
• Answering product and service questions; suggesting information about other products and services.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
• expediting correction or adjustment; following up to ensure resolution
• Escalate technical tickets to the appropriate technical support team.
• Make quick and accurate responses to customers against common queries.


Being a Live Chat/Social Media Executive, my core responsibility was to maintain service level of traffic on social site (i.e. Facebook) and on Live Chat, which can be initiated by any personal from Ufone website. My JD also include to respond customer in shortest possible time and give online resolution where applicable and forward the complaint to concerned team where required. In my 3 years tenure, I gave the performance which was required by my management. Indeed, make efforts to give more than the required and this efforts results in my promotion from Live Chat/Social Media Executive to Support Centre (Correspondence) Executive.

公司标识
Certified Call Center Agent
Ufone (PTML)
Nov 2011 - Jan 2013 | Islamabad, Pakistan

I was responsible for taking calls of customers at helpline and answering their queries and recording their complaints on call. My core responsibility was to achieve the assigned call target with 100% quality and achieving all the KPIs. I got top positions 3 top positions during my tenure in call centre.

学历

Preston University
硕士, 行政工商管理硕士学位, EMBA - HRM‎
Human Resource Management
CGPA 3.9/4
2016
F.G College Of Commerce H-8/4, Islamabad
学士, 贸易学士, Bachelors of Commerce‎
Management Accounting
等级 B
2011
F.G College of Commerce, H-8/4, Islamabad
中级/A级, 贸易学学生, Higher Secondary School Certification‎
Accounting, Mathematical Statistics, Economics
等级 B
2009
THE STATE SCHOOL
大学入学/0级, 科学, Secondat School Certification‎
Computer Science, Physics, Chemistry
等级 B
2007

技能

熟练 Committed Customer Services
熟练 Complaint Management
熟练 Customer Service Operations
中级 Floor Management
熟练 Live2Support
熟练 Quality Services

语言

熟练 英语
熟练 乌尔都语