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.
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.
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).
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
Attending callibration sessions with other Team Managers.
Maintaining CSAT (Customer Satisfaction)/NPS of the team of over 95%.
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.
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.
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