Experience

• 

  vivo Pakistan

  • Lahore, Punjab, Pakistan

  • Assistant Manager Customer Services

    • Nov 2021 - Present
    • Lahore, Punjab, Pakistan

    · Check/analysis the daily work performance of received repair orders of the previous day of the service center according to the standards of the company and the department.· Supervise and evaluate the service process & performance of employees to improve service quality.· Monitoring of services provided by service centers through mystery calls and mystery shopping.· Organize recreational/holiday activities according to local customs and implement in all service center including costing, purchasing of required items, monitoring and reporting.· Follow the feedbacks of customers to improve the service standards, deal with customer complaints and satisfy them completely and report to the director.· Monitor, control and create report of cross region devices daily and share to director and department.· Co-ordination with China HQ over 6s standardization and health of fix assets.· Organize/optimize/execute expansion plan of service centers. Process involves in finding new location of service centers, renovation of service centers, purchasing of fix assets, successful inauguration of service centers.· Find reputed vendor for the renovation process of service centers, get quotation & market analysis of prices for the renovation material, creation of agreement and inspection involved until successful completion of contract.· Deal legal affairs with different govt. Departments that is Labor inspector, excise and taxation, TMA’s of local cities of Pakistan.· Supervise and inspect the work of the service centers on site every month, take inventory check fix assets and report any issue.· Collect feedbacks of inter department, resolve the hindrance that help to make workplace more comfortable.· Being the part of hiring process submitting probation report before interviewing their performance after the successful completion of candidate’s probation.· Manage daily & monthly meetings of the customer service center for successful implementation of 6s standardization.

• 

  Ufone

  • Pakistan
  • Telecommunications
  • 700 & Above Employee

  • Project Lead - Samsung Pakistan

    • Aug 2019 - Nov 2021

    · Managing Inbound and Outbound team including Digital Services.· Deal directly with external customer (Clients and Samsung Services and Sales Team).· Develop strategy to maintain KPIs for individual and team.· Developed SOPs for different processes and campaigns.· Conduct training session for newly induct agents in batches.· Provide daily refresher training that team members’ need.· Communicate clear instructions to team members.· Monitor team member’s participation to ensure the training they are being provided is being put into use.· Create reports for Samsung Live Chat and responsible to maintain satisfaction and FCR scores.· Managing KPIs for Samsung WhatsApp Support which is integrated on platform called Sprinklr.· Handle CEO related queries and resolve the issues by VOC team.· Decision making skills to handle VOC (Chronic) cases.· Developing and Monitoring strategies to control CS related Risk via Risk Management System.

  • Floor Supervisor

    • Jun 2017 - Jul 2019

    • Appointed to supervise the call center response unit for 1034 ambulance service.• Deal directly with external customer (Clients).• Develop a strategy that team will use to reach its goal.• Developed SOPs for different processes and campaigns.• Conduct training session for newly induct agents in batches.• Provide daily refresher training that team member’s need.• Communicate clear instructions to team members.• Listen to team member’s feedback.• Monitor team member’s participation to ensure the training they are being provided is being put into use.• Manage the flow of day-to-day operations.• Create reports to update the company on the team's progress.

  • Technical Support Agent

    • Feb 2016 - Jun 2017

    Working as Technical Support Assistant in Wateen Telecommunication BPO under umberalla of Ufone.Major task is to escalate and resolve the ISP related issues over the call.

  • CSE Customer Service Executive

    • Feb 2013 - Feb 2016

    •Responsible to investigate and resolve the queries of customer over the phone.•Appointed in CDAS Directory updating department. Major task is to update PTCL and NTC numbers data in an Oracle based Computerized PTCL Directory. •Worked as Customer Service Executive on CDAS (1217).

• 

  Sequel Systems, Inc

  • Islamabad, Pakistan

  • Medical Billing Executive & A/R Analyst

    • Nov 2011 - Oct 2012
    • Islamabad, Pakistan

    • Work on EPM• Major task is to work on outstanding claims.• Call to insurance companies.• Deal with insurance carriers to claims get paid.• Solve the issues of Medical claims• Deals in Workers compensation claims• Use the EPM (Medical Billing software) to submitting and correcting the medical claims.• Lead a Payment Team and solve the queries of team.• Manage and assign work to the resources of team.• ERA and EOB posting• Denial Processing