Corporate Support Engineer.
MOBILINK (Vimpel Com Russian Based Company).
مجموع سنوات الخبرة :18 years, 10 أشهر
• Provide support to corporate clients related to VSAT, Fiber, Wireless, Wimax, DSL, Dialup, and ISDN Links. Providing VPN solution on DSL and wireless throughout the country.
• Monitoring and troubleshooting of network devices including ATM Dslam, IP Dslam, CISCO 2800/3600/7200 series, and Juniper M7i/M10i/M320 series.
• Understanding of protocols including TCP/IP, OSPF, RIP, BGP, MPLS, ATM, VLAN, STP, IPsec and GRE. I have hands-on experience on network devices which include routers, switches, access servers, BRAS, DSLAMs, ATM aggregation devices.
• Configuring Broadband devices such as xDSL and wireless modems/routers.
• Monitoring of Multi Router Traffic Grapher (MRTG).
• Monitor and Troubleshoot WAN of major clients across country (Pizza Hut, SCB, MCB, Meezan bank, UBL, KFC)
• Used Microsoft CRM as a complaint originating, monitoring and evaluating tool.
• Supervise & monitoring all activities of CSO including subordinates assignments and task.
• Develop Strategies for enhance CSO sales by advising and motivate subordinates through Telemarketing convince former & new customers.
• Interact with clients as required in order to maintain positive business relations and/or manage escalated issues to conclusion.
• Analyze and assist in developing, maintaining, and overseeing operations, transaction processes and Support.
• Provide regular updates to the executive team on the department current operations challenges, training plans, resourcing, achievements, efficiencies projects and initiatives.
• Making Reports of Petty Cash / Net Sales Report / Tele Marketing Report / Individuals Sales Report / Customer complaint & Feed Back to country wide Manager.
• Oversee the activities of the Support Services agents and enforce service and professional standards. As required, procedures for handling inquire transactions, and administration of programs.
• Work to develop relationships with other departments and lead client contacts to create and maintain required deliverables to meet and/or exceed the clients’ expectations.
• In collaboration with the Operations and Technical Managers, participate in setting Support Services strategies to support the overall corporate strategy.
• Monitor Service Level Agreements (SLA’s) for respective clients/teams; ensure that Support Services and commitments to the business are met.
• Develop and manage Support Services Key Performance Indicators (KPI) and metrics to identify trends, process improvement opportunities, and potential revisions to policy changes.
• Hold regular meetings with team members to discuss the department updates, obtain feedback from front line agents, introduce new procedures and processes, and highlight top service expectations.
• Train all work flow task to New Customer Services Executives.
Job Responsibilities
• Supervise & Monitoring all activities of CSO including subordinates assignments and task.
• Determine the workflow status of the customer’s a/c by using tracking software (Tracer) and forward the customers complaint through CRM to the concern department.
• Received payments from customers (accounts renewals charges) through Recharger Billing and forward to the accounts department on daily basis.
• Develop Strategies for enhance CSO sales by advising and motivate subordinates through Telemarketing convince former & new customers.
• Video conferencing with Lahore, Islamabad, Multan, Hyderabad Offices, Discussions on different Operational and Marketing issue.
• Put extra effort to resolve Customer complaints by sending e-mail to the concern department on daily basis.
• Making Reports of Petty Cash / Net Sales Report / Tele Marketing Report / Individuals Sales Report / Customer complaint & Feed Back to country wide Manager.
• Trained all work flow task to New Customer Services Executives.
• Co-ordinate with the Country wide Manager on Weekly basis.
Job Responsibilities:
• Monitoring shift activities and providing technical support to WOL Customers by handling technical queries.
• Reporting unusual incidents and feedback of the customers.
• Responsible for effective and efficient working of calls centre by supporting on-line customers.
• Working on different projects, Training of the new CSEs, Answering e-mail queries, comparison of different ISPs and sending a compiled reports to the Incharge Customer Support.
Work as a Customer Support Executive (In-bound Call Center).
Job Responsibilities:
• Customer calls handling, identify the consumer problem & make decisions for solving their problem.
• After realize consumers problem give them trouble shoot & best possible solution.
• Maintain daily bases reports & billings issues and forward to Incharge customer support.
• Co-ordination with the Shift Incharge on daily basis.
Job Responsibilities:
• To contact potential users of credit cards.
• To make them aware about ABN AMRO Bank credit cards and to provide them necessary information’s.
• To develop strategies to increase users of credit cards and to get final approval from Team Leader.
• Co-ordination with Team Leader on daily basis.