Aisha Nasreen

Experience

• 

  Telenor

  Feb 2007 - Dec 2009

  Customer Relations Officer (Consumer)

  Worked as Point person of the team and was responsible for managing team and its monthly KPI’s My Team awarded by a team of the month title under my leadership (Dec-2009)

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  Telenor

  Sept 2013 - Jul 2016

  Worked as back up in Network correspondence team & POC for Corporate Clients Relation Management Support to all Projects related to Complaint Management i.e. BVS, SME Clients Connect To ensure the productivity, Quality Services & troubleshooting management of Complaint handling Worked as acting Team lead for postpaid floor management, Escalation Calls on supervisor Queue Worked in different projects i.e. Welcome Call Project, Upselling, & E-Bill Conversation Given trainings for the new recruits to maintain the unit’s best performance Worked on rotation in Systems & Process team Process designing & Standardized Communication for all new Products, Campaigns, System, and Offers Communication of any Update/change in Process to all channels To support segment and Marketing to achieve their agendas along with Frontend alignment with new SOP changes

  • Customer Complaints Help Desk Specialist (Backend Operations)

    Mar 2014 - Jul 2016

  • Customer Relations Executive (Business Segment)

    Jul 2009 - Mar 2014

  • On Rotation: CCD Information Standardization Executive

    Sept 2013 - Nov 2013
• 

  Telenor

  Aug 2018 - Nov 2019

  -Lead Telenor Pakistan Correspondence Team for all Internal & External Customers.-Implemented COPC in Customer Services Operational Team to bring efficacy in Operations-Uplifted Communication to compete with Latest Market trends-Communication Workshop with Quality Team to bring more Customer-Centric Approach & continuous improvement program -Effective Complaint Handling in Operations - Implemented effective Way of Work to bring more efficiency -Worked as Back-up Assistant Manager, Social Media Support & Services- Conducted extensive training to enhance Customer Experience on digital mediums (Facebook/Twitter)-Structural Changes to achieve Organizational Goals-Workforce planning according to the right utilization of expertise- Worked on the main focus area of " Socially Devoted" recognition for Organization -Multiple Team building & engagement activities

  • Lead - Financial & Digital Support Services

    Jul 2019 - Nov 2019

  • Lead - E-care

    Jul 2016 - Jun 2019

  • Acting Assistant Manager Social Media Support & Services (Additional Responsibility)

    Aug 2018 - Dec 2018
• 

  BridgeLinx Technologies

  Jan 2021 - Apr 2022

  Manager Call Operations

  -Pioneered Call Operations at Bridgelinx Technologies from its inception-Built the Call Operations vertically from the ground up-Led the induction of a 30-member team-Established role clarity, job descriptions, hierarchy, and structure-Collaborated with the technology team for seamless system integration-Engineered processes for operational excellence-Designed campaign incentives to enhance experience management-Managed stakeholders and prioritized people development-Designed KPIs, set targets, and ensured service excellence-Oversaw monitoring, training, and quality assurance Show less

• 

  Tajir

  Apr 2022 - Nov 2022

  Customer Service Lead

  Having over 15+ years in corporate & Start-ups, I rebuilt from scratch to strong foundation in the Customer Service domain in Tajir. -Recruited a right mindset team -Training, Process Design, Revamp of the Way of work-System induction (Calling solution & Ticketing tool Implementation)-Uplifted Team Performance-Tracking, monitoring quality resolution-Customer Service Team overall Model Implementaion

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  Insightive

  Dec 2022 - Mar 2023

  Game Developer Relations Manager

  -Managing relationships with customers-Liaison between Developers and Studio- Prioritized communication and relationship management between Studio & Developers

• 

  LIMELIGHT

  Sept 2023 - Mar 2024

  Manager Customer Support Services