Customer Care Executive
Pakistan Telecom Mobile Limited (Ufone)
Total des années d'expérience :7 years, 6 Mois
Pakistan Telecom Mobile Limited (Ufone) . Feb 2009- Till Date
My continuous professional development has no ties. Now, with Pakistan's the most popular cellular company, I am working as a Customer Care Executive under very expert working environment providing available support to the customers.
• Control Customer Complaints online.
• Providing Information as per customer requests.
• Finding new corporate customer for the company.
• Offering products to the customers which are as per customer needs.
• Retaining customers.
• Collecting feedback of new products and promotions for marketing team for analysis.
• Covering Communicational Gap between the organization and customers.
• Call evaluation of Inbound/Outbound staff.
• Generate daily performance reports and analysis in the end of KPI.
• Highlight errors and suggestions for First Call Resolution.
Ubank Team: Feb 2014 July 2014
Now days I am at work with Umicro finance bank team. My JD is to highlight complaints to the concern department, and customer assistance available.
Quality Management System and Training (Ufone) . November 2013 till Feb 2014
I worked with Quality Assurance team. My Job description was to weigh up Quality parameters for Call center executives, and share their performances with analysis that how we can improve our customer services and meet or exceed our customer expectations.
Outbound (Ufone) . August 2013 till September 2013
It was a rotation phase in this unit. Here I worked with Mobile Network Portability team. My key tasks were to retain the customer's in my organization and help to those customers who were interested to port in their numbers into Ufone from other Mobile networks.
Standard Chartered Bank. April 2007-Feb 2009
I had started my professional carrier with Standard Chartered bank as a Customer Care Representative. Proposing available telephonic assistance to the customers. Along with it, find potential consumers for new products as a part of professional marketing program. The aim was to introduce new products to the potential customers, keeping in regard their ease and acceptance.
• Carried out product promotional analysis for the organization according to the customer's inclination.
• Built fruitful working partnerships with stakeholders, customers and other core functions.
• Worked towards bridging the gap between Organization and Customers.
• Identified, Planned and Executed Annual and Seasonal Plans.
• Assisted in New Brand production, rebuilt and retained its high street reputation, through increased the product quality, customer retention and team motivation whilst dropping costs and customers Complaints and returns.
Communication Skills:
Good Communication skills in English, Urdu and Punjabi
• EM.ba (Marketing) 2009-2010 (Preston University)
• B.A (Arts) 2006-2008 (Punjab University)