Please turn on your javascript Nasir Sohail - Sr. Executive Customer Experience - Warid Telecom Pvt Ltd - Lahore, Pakistan

Summary

7 years of experience in Customer Service Industry that revolves around Call Center Operations, Customer Experience Management, CRM, Retention, Process Re-engineering, functionality of different domains in customer services division and People management.

Projects

Data Upselling
Launch of *321# Postpaid USSD Menu
Reconciliation of New SIMs activation through 789
Roll out New 789 Activation Process
New CRM Implementation
Launch of IVR & USSD for Retailer i.e "Retailer Sahoolat Service"

Experience

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Sr. Executive Customer Experience
Warid Telecom Pvt Ltd
Jul 2015 - Present | Lahore, Pakistan

 Work in close collaboration with other internal teams to identify and priorities customer experience projects.
 Degrow Call center Calls (CPC) and reduction in Complaints (CoPC)
 Manage NPS and devising strategies accordingly.
 Be accountable for the successful end-to-end project management and delivery of customer experience projects.
 Champion the customer through all our customer journeys, identifying their needs and expectations.
 Share all insights with a multi-functional team consisting of heads of department for Asset Management, Property, IT, Customer Service, Operations and Communications.
 Using research, insight and business information to generate initiatives and proposals that will elevate our customers’ experience.
 Constantly reviewing and measuring the customer journey and our delivery along it. By centre, observing where service or experience can be improved.
 Owning the entire customer journey, on line and off line. Working across the organisation to improve the experience and deliver a world class experience.
 Collate the raw ideas from the centres, the central team and the insight program, take these ideas from concept through the full deployment.
 Own and develop metric and measurement techniques that will enable to constantly and consistently measure the customers experience.

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Supervisor Contact Centre
Warid Telecom
Mar 2009 - Jun 2015 | Lahore, Pakistan

 I suppose to ensure best customer experience by our staff, identify obstacles and take appropriate measures on day-to-day basis.
 Manage service levels as per defined SLAs.
 Ensure agents are meeting attendance requirements and are adhering to floor ethics
 Deliver performance of team members at or above standards and highlight non performers.
 Devise effective plans for agent development.
 Ensure Courtesy & FCR.
 Responsible for gathering and highlighting trends, hot issues and irate customer’s complaints to management and coordinate with relevant department.
 Operational tasks (Daily Routine Report) closed within TAT and overall Quality.
 To keep agents abreast of all current issues and updates to be discussed in refresher sessions and many more.

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Customer Service Representative
Warid Telecom Pvt Ltd
Oct 2007 - Feb 2009 | Lahore, Pakistan

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Customer Service Representative
(Mobilink) Pakistan Mobile Communications Limited (PMCL)
Jun 2006 - Aug 2006 | Lahore, Pakistan

 First Interface with the walk-in customers and Floor Greeting at the Service Center.
 To explain all kinds of tariffs to customer and to sell prepaid and postpaid connections at front line customer services.
 To understand and implement the CS policies & procedures in practice and spirit.
 To meet all pre-defined Service Standards – assigned KPIs.
 To remain updated on all current policies, procedures, promotions, products, and value added services offered by the company.
 To take ownership and ensure resolution of customer complaints. Follow up on all cases cited by the customer as first interface.
 Ensure proper behavior/discipline/grooming/punctuality as per the requirements and image of company.

Education

University of the Punjab
BS(Hon's)‎
Human Resource Management
2007

Languages

Intermediate English