Experience

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  Kaizen construction (pvt) ltd.

  Mar 2006 - Jul 2010

  Accounts officer
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  Peoplelogic

  Aug 2010 - Dec 2012

  Backend support officer

  . Answering queries of postpaid/SME customers through inbound calls. Registering their complaints if they face any issue. Following up with the different internal teams to resolve the complaints. Up-selling add on/VAS to postpaid customers to increase the revenueAchievements: Top Customer Relation Officer award 2011

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  Hrsg outsourcing

  Jan 2013 - Jul 2014

  Backend support officer

  • Managing workload of Data related SR’s • Keeping track of both Manual and Error related GPRS SR’s • Updating new handsets and their settings (updating GPRS Manual) • Maintaining / Updating compatible & incompatible handset list • Follow up on DMS and Network related SR’s • Identifying abnormal situations proactively

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  Telenor

  Jul 2014 - Feb 2021

  • Review customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produce monthly management reports.• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs, or other tools.• Coordinates with statisticians for the development of key driver analysis, statistical linkages, and calibration between customer satisfaction and other operational metrics such as quality, AHT, etc.• Facilitates root cause analysis to determine the key drivers behind customer satisfaction performance.• Facilitates customer satisfaction action planning sessions with ContactCenter Operations. Develop recommendations involving operational process changes that are expected to improve customer satisfaction results; solutions require the resolution of complex operational issues.• Facilitate the implementation of performance improvement initiatives in collaboration with Contact Center Operational units; leverage continuous improvement processes.• Develop updates to reflect the current status of activities; proactively monitor progress against action plans and make decisions to ensure goals are met; monitor contact center operational performance on goals and objectives; isolate initiative effectiveness on improving customer satisfaction.• Manage extremely complex activities that have a high impact, broad scope, and long implementation time frames. Show less

  • Channel Experience & Insight Officer

    Feb 2018 - Feb 2021

  • Quality Assurance Officer

    Jul 2014 - Jan 2018
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  Mindbridge

  Mar 2021 - Jun 2022

  Channel experience & insight specialist

  • Managing and exceeding the Client expectation according to their requirements. • Responsible for identifying Customer Pain Areas through Customer Transaction data and finding a solution to remove the pain areas.• Analyzing and Managing Top-down CSAT data• Deep Dive of Customer Complaints data and Correlating with Business KPIs.• CR’s for customer pain point elimination• Stakeholders management• Part of Core CFT Projects• Customer Journey mapping• Volume elimination by fixing Issues in product /VAS w.r.t customer Show less

• 

  Bank alfalah limited

  Jun 2022 - now

  Sales administration & quality assurance officer

  As a Sales Administration and Quality Management Officer, I am responsible for ensuring that the sales and administrative functions of an organization run smoothly and efficiently. My role involves overseeing all aspects of the sales process, from lead generation to order fulfillment, and ensuring that quality management standards are met at every stage.Process Improvement: I work closely with sales teams to identify areas for improvement in the sales process and implement solutions to streamline operations and increase efficiency. This involves analyzing data, identifying trends, and implementing changes to optimize performance.Quality Management: I am responsible for ensuring that quality management standards are met at every stage of the sales process. This involves monitoring and evaluating the quality of products and services, identifying areas for improvement, and implementing changes to ensure that quality standards are maintained.Reporting: I generate regular reports on sales performance, customer satisfaction, and other key performance indicators. I use these reports to identify trends, track progress, and make informed decisions about sales and marketing strategies.Customer Service: I am committed to providing exceptional customer service and ensuring that all customer inquiries are addressed promptly and professionally. I work closely with sales teams to ensure that customers receive timely and accurate information and that their needs are met to their satisfaction.Overall, my role as a Sales Administration and Quality Management Officer is critical to the success of any organization. I am committed to delivering high-quality results, exceeding expectations, and making a positive impact on the organization I work for and the people I work with. Show less