Talha Ibrahim

Experience

• 

  Pakistan State Oil

  Aug 2017 - Jun 2023

  Senior Customer Services Executive

  • Daily Vendor Complaints Record Management:Methodically compile and maintain a comprehensive daily record of vendor complaints.• Multi-Channel Query Resolution:Efficiently address queries through various channels, including emails, inbound calls, in-person interactions, and faxes.• Dealer Complaint Registration:Record and process complaints from dealers related to outlet maintenance.• Nationwide Query Handling:Handle incoming calls from customers across Pakistan, addressing a variety of complaints and queries.• Complaint Routing:Direct customer complaints concerning PSO outlet issues to the appropriate channels for resolution.• CRM and RCF Management:Proficiently manage Customer Relationship Management (CRM) and Retails Construction and Facilities (RCF) processes.• Daily Lubricant Stock Updates:Regularly update lubricant stock information sourced from various dealers.• NPS Monitoring:Track and update Net Promoter Score (NPS) feedback from PSO corporate customers, PSO Lube users, and other customer segments.• Complaint Closure Process:Conclude outlet maintenance complaints upon receiving closure remarks from the vendor, ensuring timely resolution.• Customer Communication and Satisfaction:Inform customers about the status of their complaints and ensure closure after their satisfaction.• Lubricant Secure Code User Recordkeeping:Maintain a detailed record of users utilizing Lubricant Secure Codes.• Social Media Management:Handle customer inquiries and communications through various social media platforms, including Facebook Messenger, WhatsApp, and website chat. Show less

• 

  K-Electric

  Jun 2023 - now

  Dedicated to optimizing HR processes through data-driven strategies and digital innovation.Dependent Management: Process requests from employees to add or update dependents for medical benefits, ensuring accuracy and compliance.Reporting Line Corrections: Handle inquiries from employees regarding corrections or updates to their reporting lines within the organization structure.Identity Verification: Collaborate with Talent Acquisition team to verify the previous employment status of candidates, providing necessary details.Recruitment Management: Manage pending recruit activities in SuccessFactors, ensuring seamless onboarding processes for new hires.Data Replication: Update employee details in SuccessFactors and replicate them in SAP for seamless integration and data consistency.Drive continuous improvement initiatives in HR digitalization, leveraging technology to enhance efficiency and user experience.Collaborate cross-functionally to identify opportunities for process optimization and automation.Provide guidance and support to HR staff and stakeholders on data management best practices and system usage. Show less • Efficient Issue Escalation: Proficiently forwarded IT-related queries and issues to the appropriate IT teams, ensuring swift problem resolution.• Effective Communication: Facilitated clear and concise communication between employees and IT specialists, ensuring a smooth flow of information.• Priority Management: Prioritized and categorized IT requests based on urgency and impact, optimizing the allocation of IT resources.• User Advocacy: Acted as the primary point of contact for employees, advocating for their IT needs and ensuring timely attention from the IT department.• Documentation and Tracking: Maintained detailed records of IT requests and resolutions, enabling accurate reporting and analysis.• Response Time Monitoring: Tracked response and resolution times, ensuring that IT service level agreements (SLAs) were met.• User Education: Provided guidance to employees on IT procedures, helping them navigate the IT support process effectively.• Continuous Improvement: Collaborated with IT teams to identify recurring issues and suggested process improvements to enhance overall IT support.• Quality Assurance: Conducted follow-ups with employees to ensure their satisfaction with IT services and gathered feedback for continuous improvement.• IT Policy Adherence: Ensured that all IT requests and escalations followed company IT policies and procedures, maintaining a compliant IT environment. Show less

  • Officer Data Management | HR Digitalization

    Apr 2024 - now

  • IT Officer

    Jun 2023 - Apr 2024