概要

Team Lead (Inbound Operations)




Tribe Consulting, Islamabad, Pakistan (Papa john’s USA) | Islamabad, Pakistan


Oct - 2019 – Feb - 2021




  • Make sure that all incoming calls were answered within first 20 seconds.

  • Manage internal and external communication channels (emails, chats, clients concerns).

  • Ensure that top class customer service was delivered to the clients.

  • Motivate team members & provide guidelines for career growth. 

  • Define and maintain team’s KPIs to achieve call center’s SLA.

  • Coach team to resolve customer conflicts and handle escalated situations.


Senior Customer Service Representative

SKYSCRAPERSNOW RAWALPINDI PAKISTAN | Islamabad, Pakistan



 January 2018 - January 2019



●      Answered telephone calls, emails and chats in a timely manner and provided helpful accurate information to customers.


●      Provided information about products and services by responding promptly to customer inquiries.


●      Communicated with customers through various channels (Phone, Email, Live Chat)


●      Coordinated with in-house teams when necessary


●      Ensured customer satisfaction and provide professional customer support



Customer Service Representative



Future Now Technologies, Lahore, Punjab, Pakistan (pizzapizza.ca, Canada)



August 2013 - December 2017



●      Manage a large number of incoming phone calls, Process orders, replacements and 


       refunds accurately and efficiently.


●     Processed, scheduled and executed customer orders for new and existing customers.



●     Create record of all customer interactions with time stamp.

●    Boosted team spirit and performance by communicating clear service expectations and


    quality goals to each team member.



工作经历

公司标识
Travel Counselor
Serene Air Pvt Ltd.
Mar 2021 - 代表 | Karachi, Pakistan

●      Make reservations, issue tickets and receiving cash.
●      Providing flight details to the passengers at the counter.
●      Coordinating with operations team during flights for smooth running of passenger check-in process
●      Guiding domestic and international passengers of their travel needs like passports, visas etc.

●      Provide support to prepare departmental reports as well as other documentation.

公司标识
Team Lead (Inbound Operations)
Tribe Consulting (Pvt.) Ltd. (Papa john’s USA)
Oct 2019 - Feb 2021 | Islamabad, Pakistan

●      Make sure that all incoming calls were answered within first 20 seconds.
●      Manage internal and external communication channels (emails, chats, clients concerns).
●      Provide leadership & coaching to achieve all the performance goals and ensure that top  
        class customer service was delivered to the clients.
●      Define and maintain team’s KPIs to achieve call center’s SLA.

● Coach team to resolve customer conflicts and handle escalated situations.

公司标识
Senior Customer Service Representative
Skyscrapers Pvt Ltd
Jan 2018 - Sep 2019 | Rawalpindi, Pakistan



●      Answered telephone calls, emails and chats in a timely manner and provided helpful accurate information to customers.
●      Provided information about products and services by responding promptly to customer inquiries
●      Communicated with customers through various channels (Phone, Email, Live Chat)
●      Coordinated with in-house teams when necessary
●      Ensured customer satisfaction and provide professional customer support

公司标识
Customer Service Representative
FutureNow Technologies (pizzapizza.ca, Canada)
Jul 2013 - Dec 2017 | Lahore, Pakistan



●      Manage a large number of incoming phone calls, Process orders, replacements and refunds
       accurately and efficiently.
●      Processed, scheduled and executed customer orders for new and existing customers.
●      Create record of all customer interactions with time stamp.
●     Boosted team spirit and performance by communicating clear service expectations and 
      quality goals to each team member.

公司标识
Customer Service Assistant.
Bradford Fisheries.
Dec 2008 - Jun 2010 | West Yorkshire, United Kingdom

Assist in the service of food and beverages to a range of customers and undertake general duties within the busy shop floor.

公司标识
Computer Lab. Incharge
Govt. Model Science College Mirpur
Apr 2005 - Nov 2007 | Mirpur, Pakistan

学历

Allama Iqbal Open University (AIOU)
大专, Post Graduate Diploma in I.T.‎
Computer Science
Completed
2004
Azad Kashmir University Muzfd.
学士, , Bachelor of Arts‎
English Language
2002

技能

熟练 British Accents
熟练 Call Center Development
熟练 Charismatic Leadership
熟练 Contact Center Services
熟练 Coordination
熟练 Cross Team Communication Skills
熟练 Customer Service
熟练 Database Management 
熟练 Driving Performance
熟练 Handling Assignments
熟练 KPI Implementation
熟练 MS Excel
熟练 Performance Enhancement
熟练 Record keeping
熟练 Relations Management
中级 Security Management
熟练 Security Principles
熟练 Staff Training
熟练 Team Building
熟练 Team Management
熟练 Team Motivation
熟练 Training Co-ordination

语言

初学者 阿拉伯语
熟练 英语
熟练 旁遮普语
熟练 乌尔都语