概要

A versatile and result driven individual, with extensive experience in the various aspects of the Customer Relations industry, including managing, Customer support services, telemarketing, back-office.

Strong oral and written communication and problem resolution skills. Able to guide, motivate and train team members towards achieving personal performance and organizational goals.

Able to easily grasp and put into application new ideas, concepts, methods and technologies. Dedicated, innovative and self motivated team player/ builder.

工作经历

公司标识
Senior Customer Success Officer
Soloinsight
Sep 2020 - 代表 | Lahore, Pakistan

Working with International brands i-e Coca Cola, Macdonald's d Nestle nd handling there Access Control System, Visitor Managment and Employee Managment System.
Providing support via different channels Zoom, Teamviwer, Phone and ticketing system.
Handling new Client onboarding Documentation with sales team.
Weekly report to CEO n Director.
Managning team of 3 Resources.

公司标识
Work Force Analyst
i2c Pakistan
Mar 2016 - Jul 2020 | Lahore, Pakistan

Started of as Customer Care Speclialist working on 28 Difference clients.
Answering calls and helping customers with their issues, refunds, direct deposits and disputes.
Assisting customer's inquires via OTRS ticketing systems.
Closing escalation and supervisor's tickets.
Assisting IPL team in assinging tickets to relevant field enginers.
Was awarded Employee of the year for outstanding performance in 2018.Remained Employee of the Month more than 10 times.
Got promoted to WFM (payroll)team in 2018. Taking care of Omaha/Montreal and Lahore Traffic.
Preparing their Payroll, Incentives, Weekly/monthly SLA reports.
Run time stats and reporting.
Attendance and scheduling.
Preparing weekly presentation.

公司标识
Office Supervisor
WBM International Pvt Ltd
Jan 2014 - Mar 2016 | Lahore, Pakistan

Working as floor supervisor.
Managing drop shipping orders from website and amazon.
Company exports salt lamps, table fans, eating salt, fireplaces, decoration items to US, Europe and Australia.
Taking care for shipping the Merchandise from Factory to US and from US to end user, warehouse and stores.
Close interation with agents to release the container from port.
Ensuring timly loading and unloading to avoid extra charges at warehouse.
Also handling refunds, disputes for drop ship items.
Managing Customer support team of 14 agents.

公司标识
Quality control and Product training Team lead.
Ovex Technologies
Jan 2013 - Jan 2014 | Lahore, Pakistan

Managing Team of 11 people. Evaluating live and recorded calls.
Weekly refresher sessions.
Training new employes.
Making procedures and scripts for new projects.
Weekly and Monthly reporting for clients and managment about progress.
Helping operations team to improve quality of customer services.

公司标识
Bpo Executive
Systems Limited Pvt Ltd
Sep 2011 - Jan 2013 | Lahore, Pakistan

BPO Officer /Backup Team Lead.
Call the banks for payoff statements. Insurance comapnies to get Proof of Insurance and also call brokers with best pricing to get Title searches and prepare HUT for Mortgage.
We use to work with Linear Title and closing and WFGLS.
Making reports by end of day.
Working as Team lead in absense of our Supervisor.
Weekly Presentation of the project to client.

公司标识
Business Development Officer
Physicians Planning Group Pvt Ltd
Jan 2011 - Aug 2011 | Lahore, Pakistan

Making appointments for CEO.
We were dealing in Financial Planning of Physicians only in USA.
Direct interaction with clients via email and phone calls.
Managing all reporting aspects of the campaign.
Managing quality assurance, tracking and recording daily activity.
Ensuring standrads related to productivity and time managment.

公司标识
Customer Support Representative
Pakistan Telecommunication Company Limited (PTCL)
Jan 2010 - Dec 2010 | Lahore, Pakistan

Worked as CSR, helping customers with their questions, issues and guiding them accordingly.
Nominated as employee of the Month Twice.
Helping customers with their issues related to DSL.

公司标识
Data entery
Elance.com
Jun 2010 - Aug 2010 | Lahore, Pakistan

Worked as Free Lancer for Lufthansa Air Line.

公司标识
Tele Sales Representative - TSR
Ahad.com Pvt Ltd
Jan 2010 - Feb 2010 | Lahore, Pakistan

Worked as Tele Sales Representative.
We were selling Security Alarm Systems to customers in Canada specially in Ontario.
Acheiving monthly, weekly and daily appointment setting and sales target.
Making report by end of day and follow up with customers regards to their problems.
Conduct a feedback survey by calling customers.

公司标识
Customer Relations Officer
Phone & Net Pvt Ltd
Apr 2009 - Dec 2009 | Peshawar, Pakistan

Worked as Customer Relation Officer.
Installion of PCO's.
Recharging their accoubts.
Helping customers through phone call.
Helping sales team to get more business.

学历

University of Peshawar
学士, 教育学士学位, Bachelors‎
Law, Social work
所占比重 52%
2009

技能

初学者 Accounts
熟练 Attention to Detail
熟练 Call Center Operations
熟练 Call Centre Supervision
熟练 Communication / Interpersonal Skills
熟练 Customer Services Oprations
中级 Data Analysis
熟练 English Communication
熟练 Fluent In English
熟练 Lab Knowldge
中级 Majoon Making
熟练 Micorost Excel
中级 Microsoft Office and Google Docs
熟练 Planning Skills
熟练 Proficient In English
熟练 Pulic Dealing
熟练 Stress Management
熟练 Supervision
熟练 Team Leading
熟练 Team Management
熟练 Training

语言

熟练 英语
熟练 乌尔都语
熟练 普什图语