Customer Care Executive
U FONE(PTML)-ETISALAT
Total years of experience :24 years, 5 Months
Customer Services Executive (Outbound), Ufone-Etisalat, (PTML)-PRESENT
Jun, 3, 2010 till onward
· Allocating daily jobs and workloads.
· Training new team members.
· Acting as a resource for other staff members.
· Managing team performance and progress.
· Enforcing all company approved polices and procedure.
· Monitoring the performance of junior staff.
· Completed team related paper work.
· Implementing new initiatives and making sure all staff understand them. Attending and participating in team meetings.
· Make outbound calls in order to resolved clients complaints.
· Assist end users via telephone, e-mails with a wide range of questions, and solving connectivity problems of IOS, smart phones, tablets, gadgets, IPads and other mobile devices.
· Manage, maintain, support, troubleshoot and optimize the issue of customer’s regarding internet connectivity, mms problems and smart phone applications.
· Work closely with technical and other relevant departments to fix the issue indeed.
· Manage MNP operations to coordinate with the clients for MNP operations, complaints resolution and their follow-up.
· The job also includes the handling of the complaints management system as well as the generation of related and other MNP reports.
· Timely logging and tracking of MNP complaints and queries.
· Escalate issues as per the defined procedure for unresolved complaints.
· Maintain downtime record/log for clients.
· Reporting to managers.
Customer Services Executive (Inbound), Ufone-Etisalat, (PTML)
Oct, 2006 to Jun, 2010
· Handling a large number of inbound calls in an energetic environment
· Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities
· Deliver world class customer service and build customer satisfaction and loyalty.
· Provide effective and timely resolution of a range of customer inquiries.
· Accepting assignments as part of a team project
· Complete ongoing training to stay abreast of product, service and policy changes.
· Strike a positive and cooperative tone with both customers and coworkers.
· Assuring KPI and Service level achievement keeping Threshold definition intact within business
center.
October, 2006 to onwards
Working as a Customer Care Executive
Responsibilities
• Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult clients.
• Excellent interspersion skills, ability to work well with others, in both supervisory or support staff roles,
• Answered inbound calls in support of customer needs, Conveyed in a reassuring manner step by step instructions to resolve application issues.
• Have a good command to provide solution to prevent the break down in communication and customer care as well as a way to facilitate better management of customers' needs.
• Cultivated positive and enduring relationships with customers.
• Exceptional leadership abilities concerning team initiatives.
INSTAPHONE DIGITAL, (Pakcom LTD.), (Millicom International Cellular)
Customer Service Representative
Center)
May, 2002 to Aug,
· Greetings customers in assigned appropriate manner resolving their issues and problems and stating them at the keep maintaining Queue status and relevant work requirements.
· Provided support to the sales team, ensuring all sales and service objectives were met.
· Responsible for customer service in the equipment division, duties included answering customer queries, problem solving and providing detailed information on new products.
· Worked with new customers in the development of new accounts and the implementation of new systems.
· Offering them new packages and new Handsets offered by the company.
· Performed market research surveys on customer needs and requirements.
May, 2002 to August, 2006
• Interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints.
• Played a key role increasing retention as well as satisfaction rate.
• Handled client relationship management function, which included promoting enduring relationships with a diverse clientele.
• Led business development and marketing efforts, which expanded the customer base and introduced products into specialty market.
• Conducted market research, identified emerging market trends, and introduced marketing strategies.
INSTAPHONE DIGITAL
Training Certificates.
* I had worked with Pakcom Limited in (INSTALLATION MAINTENANCE) department in the capacity of Internee from September 01, 2001 till April 30, 2002,
* I had successfully completed training workshop for "OCAT" (One Customer at a Time) on 12 Jan, 2004 at Holiday Inn Islamabad organized by Instaphone.
* I had successfully completed training workshop for Seven Habits of Effective People" on 11 Oct. 2003 at Holiday Inn Islamabad organized by Instaphone.
OFFICE AUTOMATION & SOFTWARE TOOLS
(Under the (N.W.F.P) Board of Technical Education Peshawar)
• Computer Orientation and Disk Operating System
• Professional Word Processing
• Introduction to Spread Sheet
• Designing Computer Based Presentation
TCS (Courier Company)
Customer Service Representative (Business Center)
Nov, 1999 to Aug, 2001
· Specialization in solving problems, answering questions, and interfacing with the technical department. Worked with customer’s management, and other ministry projects.
· Solved customer problems and assured satisfaction.
· Responsible for driving product revenue of booking new shipments.
November, 1999 to August 2001 join TCS
Working as a Customer Services Asst.
Responsibilities
• Specialization in solving problems, answering questions, and interfacing with the technical department. Worked with customer's management, and other ministry projects to resolve problems and answer questions. Solved customer problems and assured satisfaction.
• Sort out the problems of customer's of late deliveries or extra special deliveries through telex or e-mail tracking & tracing.
• Perform as a TCS Rap. In Paktel & Instaphone to handle the complaints of billing queries.
1997-1998 B.A Govt. College Haripur
1995-1996 Diploma in Commerce Govt. Commerce College Abbottabad
1993-1994 Higher Secondary School Certificate Govt. High School Haripur