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