Supervisor Operations & Franchise Support
Warid Telecom Pakistan
مجموع سنوات الخبرة :7 years, 10 أشهر
Achievements:
• As supervisor of my team I successfully maintained the team’s service level score above 85% in addition to that I revamped the complaint handling process of my team stating the first contact point, which not only reduced the complaint handling time by 20% but also reduced TPC (Task per customer) by 15% as most of the customer’s complaints were resolved at the first point of contact. This activity resulted in enhancing customer’s experience in terms of complaint handling process. With the help of other related departments we also devolved an SOP which resulted in proactively identifying and resolving CRM problems to ensure uninterested service for the customer.
• I joined Warid telecom as a contract employee and was promoted 3 times during my 7 and half years career. I automated most of the bulk and daily operations which helped in organizing the work load within the defined KPIs even after increase in customer base and complaints. I also represented customer support services in almost every team who designed and implemented SOPs for new processes or implemented processes like new SIM activation through IVR and restricting use of unauthorized SIMs.
Responsibilities:
• Managing a team of 13 peoples to ensure availability 24/7 according to the received workload of customer’s complaints and resolving those complaints according to the defined SOPs.
• Ensure that all team members have appropriate resources and training to perform their assigned work.
• Coordinating and acting as an optimizer to other internal departments mainly (Marketing, Sales, Quality Assurance, Information Technology and Engineering) in order to achieve quick turnaround on problem resolution as well as meet the customer experience goals set for the business area.
• Providing first line support to all front end customer service centers and corporate teams to resolve customer’s complaints related to Billing and provisioning of services on HLR database.
• Process critical issues when additional assistance is required by escalating Billing System or provisioning problems to IT development, Engineering teams, or other support groups.
• Coordinating with other internal departments mainly (Revenue assurance, IT operations and Engineering) on weekly basis for internal system audits and reconciling data provided by these departments between Billing System and HLR database to minimize data inconsistency.
• Testing Value Added Services, IVRs and Outsourced Services for uninterrupted delivery and Conducting UATs (User Acceptance Testing) & FUTs (Friendly User Testing) for the upcoming products, services and tariffs with other departments before going live for better customer experience.
• Investigating and resolving customer’s complaints regarding the services provided at franchises by coordinating with relevant departments.
As a member of the development team I am responsible for requirements analysis, system design, Database design and development. My expertise’s are in .NET(C#) & MS SQL Server. I was member of the development team for the following projects.
Projects Undertaken
Project Title: Product Authentication & Validation System
Description: An application with both web and desktop interfaces. Purpose of the application is to response customer’s SMS after verifying the content of the SMS with the database.
Technologies Used: C#.NET, ADO.NET, MS SQL SERVER 2008.
Team Size: 3.
Responsibilities: Database design and implementation of business logic as per the requirements.
Project Title: Inventory Control System
Description: A software application which consists of fully integrated modules like Customer Management, User Management, Purchase, Inventory, Orders, Delivery and other Basic Data.
Technologies Used: C#.NET, ADO.NET, MS SQL SERVER 2008 and Crystal Reports.
Team Size: 4.
Responsibilities: Database design and implementation of business logic as per the requirements.
Project Title: Documents Management System
Description: A web based application to facilitate easy and fast retrieval of documents in a document’s warehouse; both Hard-copies and digitized documents.
Technologies Used: ASP.NET, C#.NET, ADO.NET, MS SQL SERVER 2008.
Team Size: 2.
Responsibilities: Database design and implementation of business logic as per the requirements.
Project Title: Complaints Management System
Description: A software application developed for Punjab Ombudsmen to handle and execute visitor complaints regarding the performance of different departments.
Technologies Used: C#.NET, ADO.NET, MS SQL SERVER 2008.
Team Size: 4.
Responsibilities: Database design and implementation of business logic as per the requirements.
Other than these projects as a member of CS Support development team my responsibilities also included in-house development to facilitate the day to day activities or for any special need.