Experience

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  iGate Technologies Pakistan

  • Pakistan
  • Outsourcing and Offshoring Consulting
  • 100 - 200 Employee

  • Quality Assurance Quality Control Business Operations

    • Jul 2021 - Present

    • Maintain and develop internal quality standards • Review a subset of support agents’ conversations.• Assess support interactions based on internal standards • Accompany evaluations with meaningful and constructive feedback • Discuss and explain feedback with agents in regular meetings • Analyze all customer service metrics and how the support team’s performance affects those KPIs • Create strategies to improve support KPIs • Help agents improve their performance with specific instructions and constant support • Map the need for training and onboarding programs and initiate these projects • Monitor customer service performance on the agent and team level • Create reports that reflect support performance • Report support team’s performance to higher-ups • Participate in calibration sessions to maintain consistency in internal evaluations • Contribute to the team culture in a positive manner • Any other QA related tasks assigned by the Manager • Designing and implementing a comprehensive plan for training and development. • Monitoring and reporting issues arising from inventory, factory, warehouse, product quality, listing, website development, marketing, and finance department affecting overall team performance.

  • Customer Service Management

    • Sep 2020 - Present

• 

  Coles

  • Sydney, New South Wales, Australia

  • Store Operations Specialist

    • Feb 2019 - Sep 2020
    • Sydney, New South Wales, Australia

    Coles Supermarkets Australia Pty Ltd, trading as Coles, is an Australian supermarket, retail, and consumer services chain, headquartered in Melbourne.• Coles online store service activities.• Stock Replenishment, reporting missing, expired, and damaged stock.• Supervising loading and unloading of online trucks.• Carrying routine check-ups.• Checkout stations and footfall management. • Inventory and Stock maintenance. • Assurance of standards for Quality Check and Customer Help desk. • Negotiates with the suppliers to source and select the products

• 

  AS

  • Sydney, New South Wales, Australia

  • Risk Management Analyst

    • Apr 2018 - Sep 2020
    • Sydney, New South Wales, Australia

    -Successfully enhanced outcomes for borrowers to obtain finance.-Improved transparency helped brokers and lenders to provide better service.-Managed and performed solo/ portfolio risk analysis of investments and borrowings.-Risk diversification through porfolio investment and hedging techniques -Multinational financial borrowing arrangements -IFRS and IARS implementation.

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  RDX Sports

  • Sydney, New South Wales, Australia

  • Brand Ambassador & Warehouse Manager For Australia Region

    • Oct 2017 - Sep 2020
    • Sydney, New South Wales, Australia

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  iGate Technologies Pakistan

  • Islamabad, Islāmābād, Pakistan

  • Customer Support and Compliance Executive

    • Sep 2015 - Sep 2017
    • Islamabad, Islāmābād, Pakistan

• 

  APEX Consulting, Pakistan

  • Islāmābād, Pakistan

  • Survey Specialist

    • Feb 2014 - Sep 2014
    • Islāmābād, Pakistan

    Project Management and Execution:• Close Communication with Client, Senior Management, and Project Consultants;• Reporting to senior management through emails regarding project updates;• Provide Assistance in the Development of Qualitative and Quantitative Tools;• Imparting Training to Field Teams and pre-testing of Questionnaires;• Data Management, tagging, and Cleaning;• Data Analysis using software’s SPSS, & MS Excel;• Project Reports Development.Working with World Vision (NGO) ,bureaucracy and government officials for Pilot project Executions and Fund Allocations. -Reporting previous funds utilization.-Identifying new deserving local welfares. -Analysing major issues in Education, environmental and social fields. - Providing comprehensive data to Country Managers and program heads for decision-making and allocations of available funds.

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  Medical Lien Management

  • California, United States

  • Senior Negotiator

    • May 2013 - Mar 2014
    • California, United States

    -Follow-up, collection, and monitoring of accounts receivable.•Negotiate payment plans with clients.•Respond to customer inquiries relating to invoicing and other related requests.•Promote customer goodwill through professional relationship management•Maintain client credit notes and agreements with the collection process.•Recommend and Prepare accounts for Write Off and review with the Manager.•Work with Branch Manager monthly to identify and reduce over 1 year outstanding.•Timely estimation, billings and collection.

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  The Bank of Khyber

  • Rawalpindi, Punjab, Pakistan

  • Banking Officer

    • May 2012 - Sep 2012
    • Rawalpindi, Punjab, Pakistan

    -Signing on new clients and helping them through the onboarding process.-Managing client bank accounts, including opening and closing accounts, and overseeing transactions.-Processing deposits, payments, and withdrawals.-Authorizing and evaluating overdrafts and loans.-Handling other transactions, such as writing cashier checks or money orders, when necessary.-Recommending and explaining banking services and products to clients based on their needs.-Presenting and cross-selling banking services and products to existing and prospective clients.-Collaborating with other banking professionals to ensure high-quality client service.-Resolving client queries and complaints.-Performing administrative and clerical duties, such as data entry and filing, when necessary.