Zain Tariq

Experience

• 

  Jazz (previously known as Mobilink)

  Apr 2013 - Mar 2016

  Mobilink(PMCL) NCU(Network complaint Unit)- North 2015- 2016 Working in NCU (Network and Complaint unit) I am responsible for :  Dealing in all kinds of Network related complaints consisting of Signals, Connectivity, Quality of Services, SMS etc.  Coordination with MBU team regarding towers connectivity and stability issue.  Arranging visits @ customer location for live testing regarding network issue and helping in issue resolution.  Identifying the issue on switch and guided upfront solution immediately.  Maintaining shift end reports and sharing with concerned department.  Dealing with PTA Correspondence Team and Government Teams regarding different issues. Show less Working in IRU (Investigation and Resolution Department) I am responsible for :  Dealing with all the Vendors in problem solving or solutions for a specific query/complaint. 3G Network complaint handling team and solutions.  Handling of Siebel from V6 to V8. Making out-bound calls to the customers facilitating their Complaints.  GPRS/Internet TROUBLE SHOOT and guiding manual internet settings.  Dealing on all kind of Postpaid queries either related to Billing, Churn and Discount.  Interacting with nationwide Offices, Franchises and all Touch points regarding any customer issue , i.e. Change of Sim , Change of Ownership and Change of Class.  Making shift end reports and Emailing to all respective divisions and depts. Interfering with all business customers regarding their packages and queries.  Identifying the problem customer is facing while using internet and providing the right remedies.  Working as an E-Care portal specialist.  Dealing with all the Bio-Metric related Change of Ownership related Queries/Tasks. Maintaining shift end reports and sharing with concerned department.  Dealing with PTA Correspondence Team and Government Teams regarding different issues. Show less Mobilink(PMCL) CCR(Customer Care Representative)- North 2013- 2014 As a CCR I am responsible for:  Stipulation of accurate and brief information about products and services to the caller/customer. Proposing a helping and ready hand to the customers by using problem-solving skills to handle difficult or irate customers by suggesting alternatives, solving customers’ complaints on priority basis by taking immediate and all possible measures keeping in view company policies.  Bringing awareness among customers by educating them about various products and services.  Execution of collective plans to achieve goals of first call resolution by learning about organizations’ products or services and keeping up-to-date with any changes to them by attending training and coaching sessions. Show less

  • Customer Support Specialist

    Apr 2015 - Mar 2016

  • Customer Support Specialist

    Apr 2014 - Mar 2015

  • Customer Support Representative

    Apr 2013 - Apr 2014
• 

  Wi-tribe Pakistan

  Sept 2016 - Feb 2019

  Email Support Specialist

  Wi-Tribe Pakistan Email and Chat Support Specialist- From Oct 2016- Till date Working in Email and chat Support I am responsible for :  Develop strong customer relationships and will be responsible to resolve queries of the customers through e-mail and chat within the assigned TAT  Build customer relationships as part of the sales process  Manage and take ownership of the resolution process for all customer related issues  Inform member of current promotions and new or updated products  Offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than through live chat.  Maintain up to date knowledge and assimilates quickly to new promotional offers and programs  Doing data research on low usage customers and low signal customers(poor RF). Show less

• 

  THE PENTAGON FOOD GROUP LTD

  Feb 2019 - Aug 2019

  Customer Account Manager
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  AT&T

  Oct 2019 - now

  Proficient in designing, deploying, and maintaining microwave networks for data and voice communication.Experienced in conducting site surveys, link budget analysis, and feasibility studies for microwave network deployment.Skilled in configuring microwave network equipment, such as radios, antennas, and multiplexers, to ensure optimal performance and reliability.Proficient in troubleshooting and resolving network issues related to microwave links, including signal interference, attenuation, and alignment problems.Familiar with industry standards and regulations for microwave network design and implementation, including FCC and ITU recommendations.Experienced in managing network performance, monitoring traffic, and implementing security measures to ensure data integrity and confidentiality.Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues in a timely manner.Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. Show less Proven experience as an Advanced Customer Support Specialist in AT&T, providing advanced technical support and troubleshooting to customers for complex issues related to AT&T services and products.Proficient in using AT&T-specific support tools and software, including AT&T ConnectTech, to resolve customer issues efficiently and effectively.Skilled in conducting root cause analysis and diagnosing problems to identify underlying technical issues and provide appropriate solutions for AT&T customers.Experienced in managing escalations and communicating with AT&T customers and stakeholders to provide timely updates and ensure customer satisfaction.Knowledgeable in AT&T customer service best practices and industry standards, including AT&T's "Our beliefs and principles," to provide exceptional customer service and support.Able to adapt to AT&T's changing policies and procedures, including new product launches and service upgrades, to ensure consistent and high-quality customer support.Strong communication and interpersonal skills, with the ability to build rapport with AT&T customers and collaborate effectively with AT&T cross-functional teams and stakeholders.Able to work independently or as part of a team in a fast-paced and dynamic environment while adhering to AT&T's code of conduct and ethical principles. Show less

  • Network Engineer

    Sept 2021 - now

  • Advance Resolution Specialist

    Nov 2020 - Sept 2021

  • Technical and operations Support

    Oct 2019 - Nov 2020