Asad Waheed

 Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
 Provide information about telecommunications products, services, and promotions.
 Troubleshoot and resolve customer issues related to network connectivity, billing, and technical concerns.
 Collaborate with technical support teams to ensure prompt resolution of complex problems.
 Guide customers on product features, usage, and troubleshooting.
 Assist customers with billing inquiries, payment processing, and resolution of billing discrepancies.
 Educate customers on billing procedures and payment options.
 To complete the activations of prepay and post-pay connections.
 To complete and fulfil and the Sales Orders (SOs) in a timely manner.
 To report the weekly customer services department stats to the management every Monday.

 Lead and mentor a team of retention specialists, fostering a collaborative and productive work environment.
 Provide guidance, support, and ongoing training to team members to enhance their skills and performance.
 Set clear performance goals and KPIs for the team and individuals, tracking progress and providing regular feedback.
 Analyze customer feedback and data to identify trends and opportunities for improving retention efforts.
 Collaborate with cross-functional teams such as marketing, sales, and product development to align retention initiatives with overall business objectives.
 Build and maintain strong relationships with key customers, understanding their needs and concerns to proactively address issues and prevent churn.
 Implement customer feedback mechanisms to gather insights and identify areas for improvement in products or services.
 Handle escalated customer inquiries or complaints, ensuring timely resolution and customer satisfaction.
 Monitor team performance metrics and retention rates, identifying areas of improvement and implementing corrective actions as needed.
 Prepare and present regular reports on retention performance, highlighting successes, challenges, and actionable insights to senior management.
 Conduct regular training sessions and workshops for team members to enhance their skills in customer retention strategies, communication, and problem-solving.

 Responding to customer inquiries, requests, and concerns through various channels (phone, email, chat, etc.).
 Providing information about products, services, and company policies.
 Handling and resolving customer complaints in a professional and timely manner.
 Coordinating with other departments to facilitate smooth order fulfilment and delivery.
 Collaborating with other departments to address and resolve customer concerns.
 Collecting and documenting customer feedback to provide insights for product and service improvement.
 Maintaining accurate and detailed records of customer interactions and transactions.
 Using customer relationship management (CRM) tools to manage customer information.

 Assisted the Sales Team to create and maintain Customer Records, requests, and client complaints.
 Supported and coordinated in compiling routine and/or ad-hoc reports on potential and existing clients to ensure that team’s function efficiently.
 Developed team communications and information for meetings.
 Product and Service Activation from system tools through Citrix, BSCS, Oracle CX
 Assisted and supported sales staff in achieving one hundred percent sales goals.
 Responsible for maintaining customer service, contact, and support.
 Provide support and do necessary rectifications from system tools close escalation within SLA to ensure maximum productivity and customer satisfaction.