Above 6 years of diverse experience in the field of Information Communication Technology service provider in Pakistan. Strong background of Customer Care coupled with interpersonal communication, Churn prevention, and Customer retention skills. Motivated to work efficiently with less or no direct supervision in a busy environment, handling multiple tasks simultaneously, can prioritize workload.
Specialties
Customer Service
Digital Marketing
Key Account Management
Customer Relationship / Care
Cross / Upselling Skills
Time Management
Team Management
· Establishes new clients by planning and organizing daily work schedule to meet existing and potential customers.
· Focuses sales efforts by studying existing and potential volume of customers.
· Ensure that strategies and policies are developed to enable customer relationship to achieve its objectives and continuously improve its performance in the context of the overall corporate aims.
· Keep management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly territory analyses.
· Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
· Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.
· Distribute samples to licensed practitioners and distribute information to health care professionals demonstrate product use.
· Maintain effective working relationships with all company support departments.
I have worked as “Team Lead Customer Services” in PTCL (3rd Party Employee). My major responsibilities were:
• Managing and resolving Customers’ Complaints.
• Taking full ownership of the pre-assigned group of customers and ensures customers’ needs are met & satisfied.
• Implementation of Customer Care Policies, SOPs and KPIs in coordination with regional and zonal teams.
• Responsible for managing and developing stronger relationships with customers.
• Coordinate with other division resources within department to ensure efficient and stable sales and services.
• Preparing various reports of Complaint Resolution and operational activities to support strategic decision making.
• Ensure revenue and retention as per assigned target.
• Analyze customers’ monthly usage and suggest package plan accordingly.
• Gains maximum customers’ knowledge through engaging the customer and builds customer profile. (Segment, network, type and number of products and services).
• Responsible for promotion of new product and services to Customers.
• Analyze complaints and investigate complaints in a profound manner.
• Participate in corrective actions based on root cause analysis.
• Ensure customer complaints are resolved within the shortest turn-around time.
• Log, update and maintain accurate complaint documents on a regular basis.
• Perform research work, and troubleshoot issues pertaining to complaints, ensuring that all aspects are properly covered.
• Manage complaint reporting systems and procedures.
• Develop and keep under review best practice guidance for the handling of all complaints.
• Ensuring quality Upsell of Data and VAS products.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue and provide solutions and alternatives.
• Seize opportunities to upsell products when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Frequently attend post and pre shift meetings to improve knowledge and performance level.
• Meet personal and team qualitative and quantitative targets.
I’ve worked as “Marketing Executive” in “Indus Fruit Products” from July, 2008 to January, 2010. Major responsibilities included the following:
• Supporting the marketing manager and other colleagues.
• Liaising and networking with a range of stakeholders, e.g. customers, colleagues, suppliers and partner organizations.
• Communicating with target audiences and managing customer relationships.
• Conducting market research.
• Contributing to and developing marketing plans and strategies.
• Arranging for the effective distribution of marketing materials.