Sales Executive

• Mar 2020 - Present

Supervisor - Inbound Sales

• Jan 2018 - Feb 2020

• Set performance goals and define targets that align with the company’s larger goals • Drafting and finalizing team rosters and delegating work to employees • Maintaining decorum of the work environment by ensuring the compliance policies • To address problems with work quality, issues between employees and other concerns in an effective and timely manner • Monitor team productivity and provide performance evaluations, constructive feedback, mentorship, and discipline as needed • Maintaining reports and submitting them to higher management as per prescribed timelines • Ensuring customer satisfaction by providing required coaching and training • Striving towards sales targets while maintaining the set standards of customer services • Coordinating with other teams to ensure the service quality and maintain brand image

Authorization Officer - Cards

• Sep 2017 - Dec 2017

• Greeting the customers by answering the calls and actively listening to their queries • Authorizing customer’s credit cards for online usage and E-commerce transactions • Processing Utility Bill Payments on customer’s credit cards • Guiding customers regarding the new services and their existing credit limit/balance • Charging EMI (Equated Monthly Installment) payment on credit cards • Blocking credit cards if reported lost or stolen • Escalating the sensitive matters to the relevant departments • To document all call information according to standard operating procedures

Techinal Support Representative

• Jun 2015 - Jul 2017

• To answer the calls and respond to emails • Handle customer queries and resolve their issues both telephonically and via remote access to their computer • To research required information using available resources • To provide customers with product and service information • Entering new customer information into system • To update existing customer information • To process orders, forms and applications • To identify and escalate priority issues • To route calls to appropriate recipients • Following up customer calls where necessary • To document all call information according to standard operating procedures

Quality Assurance Supervisor - BPO

• Feb 2013 - Jun 2015

• Maintaining reports of accuracy of work generated by the work force.• Conducting One-on-One feedback sessions with resources to improve and enhance quality of work.• Updating Work flow manuals by incorporating the new updates from the US clients.• Conducting Calibration Sessions with clients and cross centers in India-USA and Pakistan through webinars.• Monitoring and highlighting company’s Compliance issues internally and with clients as well. • Maintaining reports of accuracy of work generated by the work force.• Conducting One-on-One feedback sessions with resources to improve and enhance quality of work.• Updating Work flow manuals by incorporating the new updates from the US clients.• Conducting Calibration Sessions with clients and cross centers in India-USA and Pakistan through webinars.• Monitoring and highlighting company’s Compliance issues internally and with clients as well.

Internee

• Mar 2013 - May 2013