
Nida Umair
Customer Relationship Officer

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About me
Senior Relationship office Enbd
Education

Karachi University
2010 - 2012Bachelor's degree Chemistry
Experience

Telenor
Jul 2009 - Dec 2009Customer Relationship OfficerHaving an experience of handling on an average 300 inbound calls with an average quality score of 90%.Managed to get the average handle time of less than 1.30 minutes for each call with maximum score of first call resolution.Have managed to worked with 12 systems simultaneously while taking calls.Following up on customer concerns which were raised to different departments. Nominated for Star Performer multiple times.

Ufone
Feb 2011 - Jul 2013Customer Relationship OfficerHandling both inbound/ outbound voice and non voice customer complaints.Have worked on customer service emails. While using 8,10 systems simultaneously.Managed to keep set KPI's above set target of 90%.Maintained the first instance resolution average score of 90%. Got star performer award multiple times.

Serco
Jul 2021 - Mar 2022Help Desk SpecialistWorked on an outbound project, average daily calls of 15,20 with an average duration of 20.25 minutes with optimum quality.Worked as a COVID-19 tracer based on the DOH guidelines, gathering all information with maximum accuracy.Completed online certification from John Hopkins University as a COVID-19 tracer.

Standard Chartered Bank
Oct 2021 - Mar 2022Customer Service Associate
Emirates NBD
Mar 2022 - Mar 2024Relationship Officer
Emirates Islamic
Mar 2024 - Nov 2024Senior Relationship Officer
YKNP Marketing Management
Nov 2024 - nowSales And Marketing Specialist
Licenses & Certifications

Covid-19 Tracer
John Hopkins UniversityJul 2021
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