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概要
I have Graduate Diploma in Management Studies from one of the UK’s Largest Examination Board, ICM-UK. I have in depth knowledge of management in organizations and have diversified experience of Customer Services over 6 years from leading and managing team to successful team player.
KEY SKILLS AND COMPETENCIES:-
- Leadership, coaching and mentoring – Ability to motivate and train others.
- Excellent problem-solving skills
- Ability to adapt to a flexible schedule
- Organized, combined with multi-tasking ability
- Able to use appropriate words and tone when dealing with difficult customers
- Superb organizing and prioritizing skills
- Building customer relationships
- Documenting Customer Service processes
- Writing up Customer Service training materials
工作经历
Manager – Customer Care
Mohkaab Enterprise, Lahore (A third party contract for Customer Support for Amazon & eBay’s Sellers)
I was Responsible for overall operations and management of Team to demonstrate extreme high level of Customer support. I Managed team of 25 head counts, including 3 team leaders, 2 assistant managers and 20 officers.
Job Role To develop, design and implement customer support strategies to achieve maximum retention as well as new business.
Skills Involved Managing People, Analytical approach, Problem Solving, Team Leading, Strong communication, Strategic thinking
Achievements In 4 months I was able enough to achieve Amazon’s feedback rating to 98.5% from 70%.
Supervisor Customer Support
Premium BPO (US Based Company’s operated customer care (Providing Internet, Telephone and TV services in NY & NJ)
I was responsible to supervise team of 25 plus agents to provide solution on first contact via call, email or chat.
Job Role :- To lead entire team of customer support to achieve high level of customer support.
Skills Involved :- Team Leading, effective communication and problem solve techniques. Mentoring team.
Achievements :- Solution on first contact successful rate was achieved to 100% in history of 7 years, customer retention was increased to 90% and referrals from existing customer was increased from 20% to 45% in one year.
