概要

Customer care specialist with 14+ years of experience in Contact Centers, People Management, Quality Assurance, Training and Team Building as well as Operations & Admin related domains.

工作经历

公司标识
Assistant Manager Quality Assurance, BPO
Systems Ltd
Dec 2018 - 代表 | Lahore, Pakistan

• Managing a team of 15+ QA Analysts
• Responsible for their adherence, productivity, training and grooming
• Weekly & monthly management reporting & day to day assigned tasks from management
• Sales verification on Spectrum, Frontier, Hughes Net, AT&T, Team Viewer, Vitamin World (International Projects)
• To ensure customers are being handled as per SOPs
• Working as organization wide(Lhr, Khi & India) POC for sales verification projects
• Responsible for all process related communications, disseminations, updates and red books to be rolled out
• Responsible for enhanced customer experience by achieving desired scores for QSL, CFL & NPS
• Evaluation and training of new inductions and their onboarding

公司标识
Assistant Manager CS Operations
MH Technologies
Feb 2017 - Nov 2018 | Lahore, Pakistan

• Helping to build good customer relations
• Recruiting CS staff and doing appraisals
• Facilitating Customer Satisfaction Surveys for all Customer Care touch points through regular spot checks
• Assuring the achievement of monthly Quality Service Level to the threshold set by higher management
• TNA based Training and Development of CS staff
• Handling queries & complaints of internal and external customers
• Follow up pending customer issues and ensure resolution

公司标识
Quality Assurance & Training Specialist
Mobilink GSM (PMCL)
Mar 2014 - Dec 2016 | Lahore, Pakistan

• Preparation of TNA's through Call Evaluations, Spot Checks, Customer Satisfaction Surveys, NPS, Mystery Shopping etc.
• Design, Develop & Deliver Trainings (Soft Skills, Motivational, Behavioral & Product Related) for Contact Centers, Business Centers, Franchise Staff, Retailers & Newly Hired Staff
• QA Analysis of all Customer Care Touch Points, Back end Teams, Jazz Sale Point channels and Corporate Account Managers
• Assuring the achievement of monthly Quality Service Level to the threshold set by higher management
• Facilitated Customer Satisfaction Survey for all Customer Care touch points through regular spot checks
• Provide ongoing support in achieving Zero % Error Level in all Quality Analysis Reports
• Training of nationwide Customer Care staff on newly launched products, processes and systems at Mobilink

公司标识
Team Leader Outbound Operations
Mobilink GSM (PMCL)
May 2010 - Feb 2014 | Lahore, Pakistan

• Planning & execution of Upselling and Cross Selling campaign
• New postpaid sales campaign, attracting new customer from all networks through striking offers
• Proactively provide coaching and developmental opportunities that continuously build and expand to both individual and team capabilities
• Motivating and coaching internal sales team to achieve business sales targets
• Helping and supporting team members to achieve individual and team’s KPI's
• Developed tailored selling skills through continuous training, coaching and simulations
• Enhanced customer handling skills through live monitoring and online feedback techniques

公司标识
Team Leader Contact Center Inbound
Mobilink GSM (PMCL)
May 2007 - May 2010 | Lahore, Pakistan

• Trained CSRs and new hired staff and contributed to significant improvements in customer satisfaction and experience
• Manage, coach and develop my team members effectively in order to deliver the highest standards of customer services and maximize individual/team potential
• Ensure highest level of customer services and controlled productivity stats from team
• Provide regular feedback to my team to overcome their deficiencies
• Groomed individuals by assigning different responsibilities and targets for next level
• Monitoring Random Calls to improve quality minimize errors and track operative performance
• Resolve issues of the customers through coordination with different departments

公司标识
Customer Care Representitive
Mobilink
Sep 2004 - Apr 2007 | Lahore, Pakistan

学历

University of Central Punjab (UCP)
学士, , Bachelors of Science‎
Computer Science
等级 B
2002

技能

5+ 年 Keeping the Inventory records up to date and
3 年 ability to produce innovative and original ideas
5+ 年 ability to respond to customers’ wishes
5+ 年 ability to think strategically and come up with
5+ 年 Ability to work on multiple projects
2 年 Administration
2 年 AML
5+ 年 Analytical Skills
5+ 年 Analytical skills and attention to detail
5+ 年 business orientation
5+ 年 Call Center
少于一年Campaign Management
5+ 年 Client Aquisition
5+ 年 Communication
5+ 年 Competitive Skills
5+ 年 Computer skills
5+ 年 Computer/Technical Literacy
5+ 年 Conflict Resolution
5+ 年 Cross Selling
5+ 年 CSR
5+ 年 Customer focused
5+ 年 Customer Orientation
5+ 年 customer relation
5+ 年 Customer Service Management
5+ 年 Customer services
5+ 年 Decision Making
4 年 Direct Sales
少于一年Distributor Management
4 年 Distributors
5+ 年 Drafting Policies
5+ 年 English Fluency
5+ 年 excel and analytical thinking
3 年 Financial Management
2 年 Financial Planning & Forecasting
少于一年Goal Orientated
5+ 年 GPS
5+ 年 Hiring And Team Building
5+ 年 Individuals / Consumers
5+ 年 Influential Communicator
5+ 年 Internet Services
5+ 年 Interpersonal
5+ 年 Interpersonal Skills
3 年 Key Account Management
5+ 年 Leadership
5+ 年 Leading Diverse Teams
5+ 年 management skill
5+ 年 Management skills
5+ 年 Managing Midsize Teams - 5 to 20 People
少于一年Media agencies
5+ 年 Mobile Services

语言

熟练 乌尔都语
熟练 旁遮普语
熟练 英语

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简短自我描述
Abdul Sheikh
Manager-Contracts Administration, Albayrak Turizm formerly Gunes Albayrak of Turkey
曾与你工作在 Mobilink GSM (PMCL)

Hassan is someone you can always trust. Great values, gets the job done, highly recommended! He is gem of a person