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

熟练 Keeping the Inventory records up to date and
熟练 ability to produce innovative and original ideas
熟练 ability to respond to customers’ wishes
熟练 ability to think strategically and come up with
熟练 Ability to work on multiple projects
中级 Accounts Reconcialiation
熟练 Adminstration Knowledge
中级 Adminstrative Funtions
中级 Adobe Reconciliation
熟练 Aftersales
中级 AML
中级 B2B Marketing
中级 Business Development Process
中级 Business Development Strategies
熟练 Business Orientation
中级 Business Strategy
熟练 Calient Contact
熟练 Call Center Administration
熟练 Call Center Representation
熟练 Call Handling
中级 Campaign Management
熟练 Client Aquisition
中级 Client FollowUp
熟练 Client Relationship
中级 Collection
熟练 Competitive Skills
熟练 Computer/Technical Literacy
熟练 Concept of Operations
熟练 Conflict Resolution
熟练 Conservation Awareness
中级 Cost Expertise
熟练 CSR
中级 Customer Acquisition
熟练 Customer Analysis
熟练 Customer Communication
熟练 Customer Focused
熟练 Customer Handling
熟练 Customer Orientation
熟练 Customer Relation
熟练 Customer Satisfaction
熟练 Customer Service Management
熟练 Customer Service Operations
熟练 Customer Service Systems
熟练 Customer Services
熟练 Decision Making
中级 Demand Supply Planning
初学者 Distributor Management
熟练 Distributors
熟练 Doodle
熟练 Drafting Policies

语言

熟练 乌尔都语
熟练 旁遮普语
熟练 英语

关注的公司

查看更多

推荐

简短自我描述
Abdul Sheikh
Ehsaas - Monitoring and Evaluation Officer, Poverty Alleviation and Social Safety Division
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