Customer Relation Officer
Telenor Pakistan
Total years of experience :20 years, 2 Months
•Talent for identifying customer needs and presenting appropriate company product and service offerings.
•Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.
•Expertise in resolving escalated customer service issues.
•Secured numerous company achievement awards for delivery of exceptional customer service.
•Currently working in ASK Project as backup Team Leader.
•Worked with work force management and traffic control.
• Ensuring all the calls are answered within the set SLO (Service level objective) so as to avoid over serving or under serving & maintaining symmetry.
• Developing and maintaining a WFM (Work Force Management) schedule so that the call center operations and manning requirements are fulfilled according to the business needs.
• Ensuring adherence monitoring, breaks distribution to call center agents, maintaining call center attendance and assigning alternate tasks to agents, maintaining STR (Shift Traffic Report) etc.
• Ensuring fortnightly and month end Service Levels are achieved.
• Effectively managing coordination with different units like call center IT, S&P, Outsource parties (TRG & Abacus).
• Worked as Supervisor for the In sourcing project of VAS activation and MNP related of DIGI CELL Malaysia under the Umbrella of Telenor Group on behalf of Telenor Pakistan
• Telenor Pakistan brought a new idea of VAS selling over the calls after providing the First Call resolution with all the courtesy fulfilling the concerns of a customer .Targets were achieved on the daily basis set by management.
• Time management was the key aspect to be taken care of as I had to meet the daily and monthly targets by managing the total number of calls with lowest after call work time.
• Learnt about the infrastructure of GSM Technology.
• Switched to GPRS team for resolution over the outbound calls.
• Worked in NOC (Network Operations Center) and MNP Team.
Customer Services.
In-House Sales
Increase sales from Rs.20000 to Rs.70000 par month
Top performer out of 42 Company outlets.
Customer Services.
In-House Sales
Prepare Sales Reports
Telemarketing. (Out Bound Calls)
Worked as Business agent.
Produced business of $20000 in a year.
Make outbound calls for business appointments.
Prepare Business plans that were used to encourage people to invest money in forex market
GPA :3.06 Got Internship In 4th Semester that never happend before as a student got internship before last semester.