Experience

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  Total

  Jun 2007 - Sept 2007

  Health & safety intern
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  Airblue

  Jan 2009 - Aug 2011

  Travel counselor - salesperson

  • Delivered outstanding customer service to both new and existing clients, promoting strong relationships, and consistently securing travel assignments.• Achieved heightened customer satisfaction ratings by delivering optimal travel deals and options to clientele.• Facilitated travel arrangements for diverse groups, including executives and clients with special requirements.• Managed credit and debit card transactions, ensuring security and confidentiality with a professional approach. Show less

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  Coca-cola icecek

  Jan 2014 - Jan 2022

  Digital technology support specialist (apr 2017 – jan 2022) contact center (may 2014 – apr 2017)

  • Successfully developed and oversaw a centralized database system facilitating efficient information gathering and management across 11 CCI countries within the department.• Developed and implemented operational metrics, tracking systems, and executive-level reports to gauge customer success impact effectively.• Facilitated collaboration between Commercial Team and Digital Technologies to pinpoint and prioritize innovative concepts for development and launch.• Successfully translated user stories into functional technological solutions and executed testing and deployment of new features for primary and secondary sales systems.• Successfully managed IT operations and support for commercial and marketing software solutions, proactively initiating timely responses to emails, Service Now group inquiries, and written correspondence.• Successfully trained and onboarded users on IT solutions and systems, while proficiently managing complaint resolution, follow-ups, and providing valuable support to the sales team through efficient complaint registration processes.• Successfully supported quality evaluation of contact center team and achieved target goals through effective application of Tell Sell on Basis methodology for Lahore key accounts BIB routes.• Successfully led and contributed to interdepartmental projects, conducted internal surveys, spearheaded brand promotions, and orchestrated marketing campaigns for companies such as UTC, Coca-Cola, and Meal. Show less

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  Totalenergies

  Jan 2022 - now

  Customer services manager (jan 2023 – present) customer services specialist ((jan 2022 – jan 2023)

  •Successfully ensured customer-centricity as the foundational principle across all projects led by the customer services team, establishing a clear mission and implementing tailored strategies to prioritize customer satisfaction.•Achieved consistent delivery of exceptional customer experiences through effective leadership of the customer service team, ensuring a seamless and professional end-to-end customer journey.•Effectively coordinated with internal stakeholders across various departments including Retail, Lubricant, Consumer Sales, Terminals, and Engineering, fostering seamless business operations and delivery.•Led and motivated customer service team to consistently meet monthly and annual targets for complaint handling, service levels, call audits, and database profiling.•Effectively recruited, guided team members in goal setting, conducted performance evaluations, and provided comprehensive support to facilitate seamless operational performance.•Successfully mentored, coached, and empowered customer service agents to foster an environment conducive to their excellence and growth.•Successfully orchestrated and managed annual training programs for customer service team members, as well as devised strategic campaigns catering to both B2B and B2C clientele.•Effectively managed customer issues and complaints using CRM system, ensuring timely resolution and documentation aligned with established standards.• Consistently monitored and processed toll-free, PRI, and monthly invoices punctually while implementing cost-saving measures to align with budgetary constraints.• Successfully managed relationships with both internal and external stakeholders, fostering long-term strategic partnerships.• Enhanced customer service for the purpose of greater satisfaction and loyalty, resulting in increased customer engagement.•Proactively navigated dynamic environments, foreseeing future requirements, and achieving impactful outcomes through decisive actions. Show less

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  Parco gunvor limited - formerly total parco pakistan ltd

  Feb 2025 - now

  Customer services manager