Correspondence Executive Sep 2000 to Sep 2009
Operation
Total years of experience :8 years, 7 Months
➢ As QA & ST supervisor worked since 4-Sep 2008 to 1-July 2011.
➢ Correspondence Executive Sep 2000 to Sep 2009
➢ As Supervisor Operation since July 2011 to July 2012
Wateen Telecom (2007-2012)
Working as QAST Supervisor in Contact Center
Tenure
➢ Worked as CSR- Inbound since 03-Dec 2007 to 3-Sep 2008.
Awards/Recognition
➢ 2 Times declared as Supervisor Inbound of the Month.
➢ Performed as best CSR for consecutive 6 months.
➢ Awarded 13 times as QA supervisor of the Month.
➢ Evaluated about 19688 Calls Being in QA.
➢ Done 15000 Coaching Session.
➢ Done more than one thousand Mystery shopping and live monitoring to bring Contact Center on page.
➢ 50% calls were based on analysis.
➢ Made reports on most of the analysis based on RCAs instructed by management.
➢ Presented reports on analysis bases on different inquiries and complaints suggested by me. Also preventive corrective measures provided on that analysis were appreciated by management.
➢ Mangers always rely on me if complaint is made by customer through PTA and issue has to be investigated by QA.
➢ Appreciated by Mr. Umar Lateef (Manager Operation) and Mr. Azhar Maqbool (Manager QA) on designing and implementing QA Team Agenda.
➢ Appreciated by Mr. Azhar on Suggesting new inquiry work codes with definition.
➢ Appreciated by Mr. Usman Butt on reducing Poes of tickets.
➢ Appreciated by Mr. Usman Butt on providing new format of trouble shooting steps.
Initiatives
➢ A Pilot Project was run by me in Wateen Telecom to reduce Call repetition and to improve customer experience.
➢ New Inquiry work code of post-sale inquiry was introduced and developed.
➢ And below 18 old inquiry work codes were eliminated as mentioned below.
* Required Account Creation Request
Account Roll Back
Activation-Provisioning Error
Additional TV Installation
CPE Dismantle CPE Relocation
Faulty CPE-USB Replacement
Change Of Ownership
Customer Account Block-Unblock
Modification In Personal Info
Negative Balance Waiver
New CPE Installation
New Email Account Request
Outdoor Return Request
Account Refund Required
Request Tariff Change
Recharge Promo
USB-CPE Replacement
Unsubscribe Voice Service
➢ Developed complete excel sheet of new suggested work code with definition and it was implemented (kindly check attachment)
➢ I introduced some action taken and RCAs to add in CRMNG regarding QA ticket.
• Agent Communicated Wrong Info
• No Wrong Info Communicated
• Wrong Work Code Selected
• Activated From CRM
• CSR Evaluated By QA
➢ Defined Poe's options of "Prepaid Account Info" inquiry to collect exact stats
• Prepaid Account Info Type Usage Detail
• Amount Required To Be Recharged
• Remaining Volume
• Account Balance
• Billing Date Info
• Package Info
• Rental Concept Was Explained
• Account Recharge Procedure
➢ Developed, managed and organized Supervisor Quiz
➢ Developed, managed and organized Grand Quiz for CSRs.
➢ Developed, managed and organized QA Team meeting Agenda (kindly check attachment)
➢ Developed Correspondence Quiz
Detail of processes which were changed by me?
➢ Revised all POEs for trouble shooting in hierarchy for all devices all platforms (for example kindly check attachment)
➢ Took part as beginners in making ticket Poes short in CRMNG (kindly check attachment)
➢ Revised QA processes by definition (kindly check attachment)
Trend Mobiles (2004-2007)
Worked as Quality & Operation Supervisor Customer Care Center (For both Corporate and Consumers)
Master in Computer Science THE ISTITUTE OF Computer SCIENCES, Lahore, Pakistan) Bachelor in Science (Math A, Math B & Statistics) University of the Punjab, Lahore, Pakistan