概要

I am a dedicated and results-driven professional with an extensive six-year track record in spearheading and overseeing customer service operations to deliver unparalleled client satisfaction. My history of consistently completing projects on time and within budget speaks to my commitment to excellence. Through adept strategy development and implementation, I have consistently propelled my teams to exceed performance targets, fostering an environment of motivation and teamwork. With my exceptional communication skills, I excel at cultivating positive relationships and promoting a collaborative atmosphere, which has been pivotal in boosting overall productivity.


In my role as a senior supervisor, I successfully managed the expansion of multiple new projects, overseeing teams of three to five agents. My expertise lies in optimizing customer success and sales management, utilizing advanced CRM software, and employing a customer-centric approach to build enduring business partnerships. I possess a deep understanding of client needs analysis, call handling, and chat/email support, ensuring efficient query resolution and stellar customer experiences. My proficiency extends to conflict management, complex problem resolution, and developing effective client retention strategies, contributing to the growth and success of the organizations I've served.


With a background in medical billing operations and a proven ability to develop canned responses and enhance customer onboarding, I am well-equipped to navigate challenges and consistently surpass sales targets.

项目

Office Administration
Database Administrator

工作经历

公司标识
Senior Supervisor Sales
ChatPandas
Apr 2022 - 代表 | Lahore, Pakistan


Achieve bottom-line results by delivering quality service to customers and strengthening long-term working relations with the client to drive business growth.
Render a keen eye for detail to manage and finalize sales projects according to strict deadlines.
Lead a team of highly skilled professional to meet strategic goals and targets.

公司标识
Supervisor Customer Success Team
ChatPandas
Aug 2020 - Apr 2022 | Lahore, Pakistan


Delivered guidance and support to the U.S. based client to ensure optimal satisfaction and retention.
Created, maintained, and presented reports to the management on a regular basis.
Addressed customer complaints and resolved varied client inquires by collaborating with employees.

公司标识
Customer Experience Specialist
ChatPandas
Feb 2020 - Aug 2020 | Lahore, Pakistan


Maintained accurate and detailed records of customer interactions and feedback in the system.
Resolved customer complaints/problems while providing superior service as a Chatter and Caller.
Handled incoming calls and chats, escalated complex matters, and delivered adequate solution to assure optimum customer satisfaction.

公司标识
Patient Service Specialist
Ascend BPO
Jun 2018 - Sep 2019 | Lahore, Pakistan


Handled patient inquiries and proactively made outbound calls to ensure excellent customer service while working for a US based client.
Managed patient inquiries and concerns related to medical billing, insurance claims, and payment processes with a high level of professionalism.
Positioned as a part of the enrolment team and was used to examine insurances in US and check the progress of submitted requests.

公司标识
Team Coordinator
Mindbridge Pvt. Ltd.
Mar 2018 - Jun 2018 | Lahore, Pakistan


Managed a team of 30 to 35 people to enhance productivity and resolve work-related queries promptly.
Fostered a positive and motivating work environment to promote teamwork.

公司标识
Customer Service Representative
Mindbridge
Apr 2017 - Mar 2018 | Lahore, Pakistan


Successfully prepared, translated, and saved canned responses into the system for all CSRs.
Selected as the exclusive agent to support the training department\'s trainers in delivering two weeks of practical training for agents.
Met and exceeded assigned targets by addressing customer queries and providing timely resolutions as an email support specialist.

公司标识
Internship
Dunya TV
Jun 2016 - Jul 2016 | Lahore, Pakistan


Worked in the Digital Archive Department to translate news packages into the English language and digitalize the content.

公司标识
Sales Executive
Mindbridge Pvt. Ltd.
Nov 2015 - May 2016 | Lahore, Pakistan


Managed a high-volume call queue to meet and exceed weekly sales targets.
Expertly utilized communication skills to engage potential clients and promote products/services.
Identified and addressed customer concerns to assure optimum satisfaction.
Achieved a position in the top three agents through successful cold calling in the US market.

公司标识
Teacher
Oxford School System
Jun 2011 - Feb 2014 | Lahore, Pakistan


I worked here as a part-time teacher. 

学历

Beaconehouse National University
硕士, 科学硕士学位, ‎
FIlm & Television
2021
Forman Christian College
学士, 艺术学士, B.A (hons)‎
Mass Communication
2019

技能

熟练 Active Listening
熟练 AutoCAD 
熟练 Chat Support
熟练 Client Contact Skills
中级 Client Deailing
熟练 Customer Acquisition Skills
熟练 Customer Commucation
熟练 Customer Satisfaction Management
熟练 Customer Service Representative
熟练 Customer Support
熟练 Data Entry
熟练 Fluent in English
熟练 Global Customer Services
熟练 Inbound Lead Generation
熟练 IT Support Responsibilities
中级 Korean Teaching
熟练 Learning Operations
熟练 Manage Costumer Queries
中级 Office Support
熟练 Process Operations Handling
熟练 Spreadsheet Navigation
熟练 Sweeping Knowledge
熟练 Team Coordination
熟练 TECEPYION=
中级 Vape Knowledge
中级 Voice & Accent
熟练 Written Oral and Communication
熟练 `Online Research Knowledge
熟练 عمليات خدمة العملاء

语言

熟练 旁遮普语
熟练 乌尔都语
熟练 英语