Team Coordinator
Pakistan Mobile communication Ltd (Mobilink)
Total years of experience :13 years, 6 Months
Investigation and Resolution Unit(IRU) Islamabad: Working at Investigation and Resolution Unit (IRU) and Working as a Team Coordinator at PMCL(Mobilink)
Working at IRU for troubleshooting and identification of network related 3G/GPRS and all General Complaints received in north Region. Providing solution, resolution and troubleshooting of different complaints escalated to IRU being end completer.
Coordination and follow-up with different internal teams and vendors to rectify the trouble tickets.
Network Complaint Unit(NCU) Islamabad :
Worked at Network Complaint unit (NCU-IRU) Executive at North - Islamabad.
Worked in NCU for identification and troubleshooting of complex network problems and provide prompt and quality solution to customer. Conduct technical analysis of the incoming customer complaints and to initiate necessary investigations by making use of in house knowledge and experiences.
Perform root cause analysis and investigations; coordinate with vendors, internal relevant teams. Interact proactively with back end forces in technology and customer care organizations to pass on crucial information related to incidents, planned changes, degraded services and impacts.
Follow up progress of trouble resolutions with back end relevant teams and to respond to customer within agreed time lines.
Correlate & analyze de-gradations in Service with affecting events and refer to concerned team for rectification.
Provides back-up support to other group members in the performance of job duties as required. Provides customer service support to the organization by obtaining, analyzing and Verifying the accuracy of order information in a timely manner.
Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.
Prepares customer service summary reports. Co-ordinates the handling of difficult and/or unusual situations.
Supports/participates in the organization’s Continuous Training Program (CTP).
Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
Answers customer inquiries/communications as required.
Attends regular customer service departmental meetings.
Advises internal staff of advertisements and campaigns that affects retention.
Provides activity/statistical summary reports each week to Manager.
Co-ordinates the organization's involvement in internal and external trade shows.
Performs assigned system maintenance to various electronic order files.
Participates and provides expertise as a member of the customer service’s departmental team.
The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole. Works with the organization’s other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings.
Performs other related duties as assigned by management.
Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers. Ensures and provides quality service to customers.
Worked on Calibration of Different type of Instruments related to Time, Frequency, Electrical and Temperature Standards. Work Experience on GPS Satellite Navigation system for the Reception of Pakistan Standard Time (PST), Satellite Tracking System. Automation of Calibration Laboratory by interfacing Calibration Standards to the PC through GPIB interface card and interfacing of unit under test instruments to the standard instruments.
M.Sc Electronics Department of Electronics University of Peshawar.
B.Sc Maths(A+B) & Physics University of Peshawar
F.Sc Pre Engineering Board of Intermediate & Secondary Education Abbottabad
B.Ed Science Allama Iqbal Open University Islamabad. Completion Date: 2013