Nida Umair

Experience

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  Telenor

  Jul 2009 - Dec 2009

  Customer Relationship Officer

  Having 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.

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  Ufone

  Feb 2011 - Jul 2013

  Customer Relationship Officer

  Handling 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.

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  Serco

  Jul 2021 - Mar 2022

  Help Desk Specialist

  Worked 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.

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  Standard Chartered Bank

  Oct 2021 - Mar 2022

  Customer Service Associate
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  Emirates NBD

  Mar 2022 - Mar 2024

  Relationship Officer
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  Emirates Islamic

  Mar 2024 - Nov 2024

  Senior Relationship Officer
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  YKNP Marketing Management

  Nov 2024 - now

  Sales And Marketing Specialist