Experience

• 

  Wajda group

  Jun 2005 - Dec 2005

  Bts engineer

  Working experience as a BTS Engineer in a telecom company WAJDACOM, working as a sub-contractor of vendor NOKIA, Pakistan.Following responsibilities were given to me:-Commissioning of a BTS.-Integration of a BTS.-Link Alignment.-BTS Installation.

• 

  Mobilink gsm

  Jan 2006 - Dec 2012

   Implementing the policies and procedures for effective performance Handling chronic customers’ complaints and provide best solution to their problems Evaluating Performance of Team, Monitoring the Key Performance Indicators of the Team members Monitoring financial operations of business center including monitoring of cash/credit flows, stock availability along with budgeting and forecasting of stock needs including (Sims, BlackBerry handsets, new connections etc) and monthly closing of both cash and stock Conduct weekly finance audit Facilitated the Training of Franchise Staff and JSRs as per quality requirements Maintain the Ambiance of the Customer Care Centre as per Standard Quality Requirements In-house Sales Experience: Promoting products and services to potential clients, Providing after sales services to existing customers, Generating leads, Maintaining databases and processing sales orders, Avoiding Stock shortage by ensuring on-time deliveries from back-end. Floor Management (Act as backup to the Customer Care Center Manager). Handling of operational activities over service/sale counters. Customer Care Center Operations (Inventory Management, Data Entry and Workload Management). Assisting Customer Care Center Manager in scheduling and other tasks assigned by him / her. Show less * Manage a team of call center agents. * Be available to affect the entirety of the team's operations. o Manage by walking around. Be visible to answer questions. o Take calls that your agents can't handle and be available when an agent appears to need assistance. o Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. o Motivate and encourage agents through positive communication and feedback. * Keep track of attendance, daily statistics, paid time off, sick time, etc * Administer training programs for new hires and existing staff. Show less

  • Team Lead- Sales & Customer Care Regional Operations

    Oct 2008 - Dec 2012

  • Team Cordinator-Contact Center

    Jan 2006 - Oct 2008
• 

  K-electric

  Jan 2013 - Aug 2021

  1.Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.2.Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.3.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.4.Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.5.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.6.Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.7.Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench marking state-of-the-art practices; participating in professional societies.8.Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments Show less  Manage the front end activities. Responsible to Manage Counter & for floor Management. Monitor & to ensure effective and quality services at the desk & day by day activities. Ensure customer compliances of actions Record data as when required by the Management Follow up consumers complain till resolved within TAT and before next Cycle day. Ensure service requests completed by EOD (Same Day resolved)  Act as “Team leader” to manage and assign team in sub functions of Customer care at IBC Review data of consumers complain on daily/weekly/monthly basis to evaluate repeated/specific area traffic. Conduct Meeting with CA & RPR to discuss and resolve repeated and specific area issues on weekly basis. Any other tasks as and when assigned Show less 1.Oversee the hiring, orienting, and training of customer care staff to ensure a capable workforce2.Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base3.Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs4.Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaints5.Provide customers with updates and periodic statements on service developments and changes in trends6.Establish communication channels through which customers can send in their feedback or challenges for prompt resolution7.Analyze customer care data and statistics to obtain results useful in taking key business decisions8.Organize programs for customer care staff to update their job knowledge and enhance their skillsOversee the processing and issuance of refunds to customers9.Maintain proper record of all customer care operation and activities for reference purposes Show less • define and communicate customer service standards• oversee the achievement and maintenance of agreed customer service levels and standards• direct the daily operations of the customer service team• plan, prioritize and delegate work tasks to ensure proper functioning of the department.• ensure the necessary resources and tools are available for quality customer service delivery• review customer complaints• track customer complaint resolution• handle complex and escalated customer service issues• monitor accuracy of reporting and data base information• analyze relevant data to determine customer service outputs• identify and implement strategies to improve quality of service, productivity and profitability• co-ordinate and manage customer service projects and initiatives• evaluate and performance manage staff• identify and address staff training and coaching needs Show less Revenue Protection and Recovery Organizes and supervises all functions related to installation and removal of meters, including new customer installations and faulty meter replacement; assures that all orders for meter installation and change are promptly fulfilled, and all related information is delivered to the appropriate offices for data entry.  Organizes and supervises activities related to meter inspections; assures that meter inspectors are engaged in a systematic program of inspections of metering installations, including meter bypass and direct hooking; monitors results of inspections and is responsible for retraining or replacement of under-performing inspectors.Consumer Accounts Supervises meter reading activities; assures properly trained meter readers are available and all routes are read on schedule; assures all meter readers have a full day’s work by combining route assignments and special out-of-cycle reading requests; assures that meter readers diligently report metering discrepancies; assures that check meters are read on schedule; monitors meter reader KPIs & takes corrective action as necessary. Supervises data entry operations to assure that all meters readings and other necessary data are delivered to the billing department as required to produce accurate bills on schedule. Supervises bill delivery operations; assures that properly trained personnel are available to deliver bills to customers on the scheduled day, assures that they are diligent in delivering bills to customers. Supervises computer operations in the IBC; assures that sufficient work stations are manned each day by skilled operators to perform the necessary data entry, data extraction, printing of work schedules, and production of reports in support of all departments of the IBC. 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  • Manager Customer Services - Contact Center Operations

    Apr 2018 - Aug 2021

  • Incharge OutBound Operations - Contact Center 118

    Jul 2017 - Mar 2018

  • Deputy Manager Client Services,Supply Chain Department

    Feb 2015 - Mar 2018

  • Cluster Incharge client services supply chain department

    Jun 2017 - Jul 2017

  • Incharge Client Services , Supply Chain Department

    Jan 2016 - Jul 2017

  • Asst.Manager Client Services,Distribution Dept

    Jan 2013 - Jan 2015
• 

  Dhl express

  Aug 2021 - Jan 2024

  • Key Account & Customer Care Manager

    Nov 2022 - Jan 2024

  • Contact Center Manager

    Aug 2021 - Nov 2022
• 

  Dhl express pakistan

  Jan 2024 - now

  Senior manager customer contact centre