Summary

Demonstrated ability to enforce regulations and keep order within the prison.
Proven experience in managing activities of inmates.
Conducted searches of inmates and their surroundings by performing regulated dorm searches.
Prepared paperwork, maintained records, documented findings and reports.
Maximized revenue by proactively building and managing key customer relationships, further illustrating communication and problem solving abilities.
Demonstrated strong marketing skills in advertising a diverse range of current promotions.
Applied organizational skills and sharp attention to detail in evaluating and reconciling drawers to ensure accurate cash levels and processing bank deposits.
Trained, mentored, and motivated team members and new hires, with a strong focus on optimizing productivity and performance.
Team player, strong interpersonal, communication and organization skills, comfortable with using technology.
Have strong interpersonal skills - strong communication and being persuasive when needed to support our desired behavior and culture change.
Recognize the importance of staff engagement and participate/facilitate workshops that will drive service improvement.
Excellent communication skills, confident personality and ability to work in challenging environment.

Projects

Cisco ISE

Experience

Company Logo
Customer Support Executive
ForeePay
Oct 2018 - Present | Karachi, Pakistan

• Working as a Customer Support Executive in ForeePay, a digital payment solutions.
• Providing Level 1 support.
• Raising Tickets for every issue/complain in system
• Following up with customers till resolution
• Coordinating with Level 2 & 3 Teams.
• Utilizing product knowledge to describe product details to customers over the phone/email/chat.
• Perfect knowledge of CRMs, JIRA, Back office Portals, KIBANA, Hub Spot
• Using Slack as an internal communication or remote session.
• Meeting with Partner Banks / Merchants in order to streamline the process.
• Escalating un-resolved issues to higher technical team for solution of the cases or development as needed.

Company Logo
Project Manager - Customer Support & Services Lead (International)
Cisco Systems
Jan 2013 - Jul 2018 | Karachi, Pakistan

 Managing a Team located in Karachi (Pakistan), Islamabad (Pakistan), Delhi (India), Bangalore (India) & North Carolina (United States) to provide support to customers worldwide via Email, Tele-Contact, Video-Conference and Instant Message (Jabber).
 Develop process and workflow ,translate business needs to the team
 Working on ITSM tool for logging and escalating incidents and service requests for Partners/Customers/Agents.
 Providing first level support for various technical processes, Servers,Network,Quote Validations, Etc.
 Analyzing of factors due to which projects were acquired or lost & making efforts to improve the performance in future projects
 Plan, manage and control scope, schedule and Quality of multiple projects.
 Hardware level configuration, creation of Bill of Material (BoM), pre-sales support of Cisco UCS C-Series Rack Mount, B-Series Blade Servers, Nexus.
 Providing technical assistance to Cisco Area Sales Managers, Sales Managers, Partner Account Managers & Cisco Partners over E-mail, IM (instant messenger), Web-Ex (Video Conference) & Call.
 Trainer for Cisco Partners as well as Cisco Internal (AM /CAM/PSS) related to new technologies.
 Communicate with international clients for infrastructure design with hardware requirements for multiple sites scenarios with respective applications and solutions coordinating the activities of technical support staff in both pre and post-sales support.
 Prepare Service Level Agreements (SLAs) with vendors and other departments to reduce the turnaround time and improve quality of service.

Company Logo
IT Manager
Pakistan Observer
May 2004 - Dec 2007 | Karachi, Pakistan

 Manage information technology and computer systems
 Plan, organise, control and evaluate IT and electronic data operations
 Ensure security of data, network access and backup systems
 Act in alignment with user needs and system functionality to contribute to organizational policy
 Manage staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
 Identify problematic areas and implement strategic solutions in time
 Audit systems and assess their outcomes

Education

University of Karachi
Bachelors, , B-Comm‎
Accounts, English
Grade B
2003

Skills

5+ Years Administrative functions
5+ Years Business
5+ Years Communicaitons
5+ Years communicate clearly
5+ Years COMMUNICATION
5+ Years communication etiquette
4 Years CRM
4 Years Customer Service Operations
5+ Years Customer Support
5+ Years English communication
5+ Years English Fluency
5+ Years Excel
4 Years Excellent command over spoken and written English
5+ Years Fluent in written and Speaking English
2 Years Forecasting
5+ Years Good in English Spoken/ Written
2 Years Hiring And Team Building
5+ Years IT Operations
1 yearLead Generation
4 Years manager
5+ Years Microsoft Outlook
5+ Years monitoring performance
3 Years negotiation
3 Years Payroll Processing
3 Years Petty Cash Management
5+ Years Problem Solving
2 Years Product Acquisitions
5+ Years Project Coordinator
5+ Years Project Management Plan
5+ Years Sales
2 Years Team Leadership
5+ Years Team Management
5+ Years training

Languages

Expert Urdu
Expert English