概要

A BPO industry professional with over 9 years of experience in Sales, Customer Support, Quality Assurance, Project Management/Development and Team Management.

A respected leader with a proven record, able to manage highly motivated teams
focused on achieving the quality/quantity benchmarks of the organization.

工作经历

公司标识
Account Manager - Application Development
ABTACH Ltd
Jun 2018 - 代表 | Karachi, Pakistan

Managing a team of 12 Developers,10 Designers and 2 Business Analysts.
Meeting project deadlines.
QA Testing for all Applications and Websites.
Making wireframes, scope of work documents and proposals for clients.
Maintaining client relationships.
Seizing up-selling opportunities.

公司标识
Quality Control Editor/Team Lead
E-Planet Communications
Mar 2017 - May 2018 | Karachi, Pakistan

Managing a team of English Subtitlers who create subtitles for networks such as
Netflix, Disney, BBC, Fox, HBO, Sony, Fremantle, and many more.
Process improvement planning.
Conducting group training sessions.
Compliance with various style guides for each vendor.
Evaluating video content as per technical specifications given by the clients (English
Template, SDH, CC, Reformatting, Dubbing, Script Writing, Tech QC).

公司标识
Customer Experience Team Manager
IBEX Global (A TRG Company)
Aug 2013 - Mar 2017 | Karachi, Pakistan

Designing scorecard related strategies and setting targets for the team.
Audit reports on certain KPIs on a daily basis such as AHT, Hold Time, Claim Costs,
Deductibles charges, Messaging, Call Logging, etc.
Coordinating with Admin department in order to resolve production
related issues.
Attending callibration sessions with other Team Managers.
Maintaining CSAT (Customer Satisfaction)/NPS of the team of over 95%.

公司标识
Customer Services Officer
Advans Pakistan Microfinance Bank Limited
Oct 2012 - Jul 2013 | Karachi, Pakistan

As a Customer Services Officer I was responsible for front line and back office work
relating to credit and retail activities in the branch and managed administrative and
commercial tasks in the branch.
Managed the information by using the MIS and kept records in client files.
Exhibited good communication skills and a drive for initiative.
Assisted the Customer Relationship Officers in their daily tasks and participated in
the achievement of the objective of the branch.
Dealt with customers and delivered a commercial speech including all the
explanation concerning Advans Pakistan products and services.

公司标识
Customer Service Supervisor (Canadian Sales Campaign)
Your Call Flow
Dec 2009 - Apr 2011 | Karachi, Pakistan

Motivated and supervised an outbound call center staff of 20 agents.
Developed a system and call scripts to facilitate the efficient management of sales.
Provide customer service excellence and technical support on calls.

公司标识
Telesales Executive
E-merge Solutions and Services
Jun 2008 - Dec 2009 | Karachi, Pakistan

Represented third-party campaigns for different companies.
Kept apprised of products, services, promotions and packages.
Generate qualified sales leads and self-closed the deals.
Maintain customers’ data in the CRM
Make detailed call logs of every call/email

学历

Arena Multimedia
证书, Introduction to Wordpress‎
Wordpress
Incomplete
2018
Arena Multimedia
大专, Diploma in Graphics and Web Development‎
Adobe Photoshop, Adobe Illustrator, Adobe InDesign
Completed
2018
Homework Pakistan
证书, Freelancers Meetup + Workshop‎
Freelancing
Incomplete
2017
IBEX Global (A TRG Company)
证书, PRIME BELTS: WHITE BELT‎
MS Office, People Management, Self Management
Incomplete
2016
IBEX Global (A TRG Company)
证书, Developing Managerial Competencies‎
Self Management, Team Management, Management by walking around
Incomplete
2016
IBEX Global (A TRG Company)
证书, ASAP MODULE 1‎
MS Office, Self Management
Incomplete
2016
IBEX Global (A TRG Company)
证书, ASAP MODULE 2‎
Feedback Techniques, 360 Plan, MS Office
Incomplete
2016
University of Karachi
学士, 艺术学士, Bachelors in Arts‎
English
等级 A
2014
Anees Hassan School of Accountancy
证书, ACCA - FIA (Diploma in Accounting and Business)‎
Management Accounting, financial accounting, accountant in business
Incomplete
2012

技能

熟练 Atlassian Jira
中级 Blogger
中级 Calabrio
熟练 Official Assignments
初学者 Orbit Banking Software
熟练 Salesforce
中级 Tableau Reporting Software
熟练 Troubleshooting (Mobile/Laptop)

语言

熟练 乌尔都语
熟练 英语

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