概要

An enthusiastic, self-motivated and seasoned individual with an experience of 8 years in customer experience management and quality control. I aim to pursue a career with a company that values professionalism and rewards hard work, where I can best utilize my professional strengths to help realize the company’s vision, and at the same time allows me to continuously develop my skills to better serve the company.

工作经历

公司标识
Assistant Manager Customer Experience Management and Quality Control
Ufone (PTML)
Feb 2013 - 代表 | Lahore, Pakistan

Required to lead a team of individuals handling end to end customer complaints received via different mediums and ensuring compliance to ISO 9001:2015 quality standard.
Responsible for preparing all nationwide communication, and executing effective initiatives to resolve customer queries, and developing a good rapport with customers over social media platforms.
Key Results
Played a key role in establishing the system of addressing customer complaints which reduced Turnaround Time (TAT) by 3 hours per complaint.
Played a key role in developing brand value and enhancing the growth in followers on LinkedIn making Ufone the 2nd most followed telecommunication company in Pakistan.
Designed and developed Standard Operating Procedures (SOPs) and Work Instructions (WI) to smoothen the work of the department. This initiative has increased the efficiency of the workforce by 20%.
Successfully defended ISO 9001:2015 re-certification for Ufone’s Technology Department.
Performed SWOT analysis and recommended feasible solutions to improve Customer Experience Index.

学历

Institute of Business Administration (IBA)
硕士, 工商管理硕士学位, ‎
Marketing
CGPA 3.8/4
2019
University of Management & Technology (UMT)
学士, 理工学士, Bachelors of Engineering‎
Electrical Engineering
CGPA 3.0/4
2012

技能

中级 SEO
中级 Content Auditing
熟练 Content Writing
熟练 Creative Writing
中级 Google Docs
初学者 HARO
初学者 Link Building
熟练 المهارات الهاتفية

语言

熟练 英语