Team Leader
Cyber Internet Services (Pvt) Ltd.
Total des années d'expérience :20 years, 5 Mois
Ensuring co-workers are available and ready to help customers at all times
Ensure customer issues are handled in a reliable, efficient, accurate and professional manner
To support co-workers in their daily work
Maintain KPI's as per company SOP's
Working with my manager to understand consumer support practice and technology
Analyze and create reports to understand when and why our customers contact us and work with feedback from our customers to identify the root causes of issues
Work with resource planning to ensure availability co-workers in the right place at the right time to run daily operations.
Seek ways to resolve escalated customer complaints and act on customer feedback in order to make continuous improvements to our service
Coaching the team on the gray areas.
Maintain team member adherence
Ensuring the performance of the staff is of a high standard
Reporting to management
Organizing holidays and training
Carrying out performance reviews
1. Assets Management Coordinator.
• Keeping the track record and maintain history of Customer Premises Equipment (CPE) by their MAC and Serial numbers.
• Manage the lifecycle of Customer Premises Equipment (CPE) being used in local market under customer.
• Schedule outgoing and incoming deliveries requested internally or shipped from an external vendor.
• Utilize internal asset management tool to update asset information, run reports, and create dashboards.
• Document asset management requirements and policies
• Receive and maintained new equipment, asset tag, and ensure asset data is uploaded into AMT
• Maintain weekly / monthly reconciliation for accuracy of number
• Develop plans for regular audits of asset physical quality
• Monthly audit with Finance to check the outgoing inventory.
• Work with Asset attribute custodians to resolve issues related to asset quality
• Review and get approval of plans for bulk updates of asset data
• Keeping the record of 140, 000 CPE issued to customer and being used in local market as per CPE location.
• Maintained the daily issuance record of 350+ CPE’s to Sales and Service team
• Track and monitor the incoming CPE’s received from customer or C&C team, and ensure to enter the CPE data in AMT for future reference.
2. Quality & Training Analyst:
• Call evaluation done on daily basis related to the customer queries to fix the loopholes.
• Spot checks done on weekly basis via call evaluation related to billing queries.
• Billing and Operation training being done for the staff as per the requirement.
3. Wi-MAX Churn Management:
• Plan and implementation of retention strategies and ensure the smooth operations.
• Evaluate call of TSE in aspect of retention.
• Provide training to TSE’s to enhance customer retention and better customer experience.
• Ensure the refund is ready within the time.
• Sales Return activities are entertained in which all the calculation is done as per company SOP
• Co-ordinate with Finance department for refund.
4. Wi-MAX Customer Care:
• Provide solution to CS Rep for better customer experience
• Handle /Managing and run a team of CS Rep on daily operation.
• Design and Implement of Service Center SOP/Policy
• Ensure to run the smooth operation and provide the maximum solution to customer
• Strictly adhere and monitor the performance of CS Rep as per company assigned KPI’s, and timely action to improve individual performance by conducting retention training, Negotiation & Influencing training.
5. MIS Analyst operations:
• Reconciling the activities on daily basis performed by team to keep the check and balance in different systems.
• Proficiency in MS Excel reporting.
• Excellent hands on MS Excel Dashboard, Pivot, Chart, Formulae’s, VLookup
• Daily, weekly and monthly churn reporting to higher management.
• Monthly Finance report and data analysis of customer refund.
• Reconciliation and reporting of different data analysis
6. Billing Operations:
• Managing courier return shipment to assure maximum delivered invoices at customer premises
• Quarterly meeting with courier to discuss the issues for getting fixed to facilitate customers.
• Providing rebates to the customers on their billing issues.
• Change Bill Day on customer request for their facilitation.
7. Customer Management Operations
• Looking after customer queries regarding activation/blocking/updating information.
• Handling customer escalation via Follow-up desk by coordination with relevant team.
• Service Center customers queries handling.
• Restorations of Customer User ID’s after payment and also on commitment of MPC client after get them approved by Sales Manager/Directors after all the mandatory verification, in system.
• Blocking of Customer User ID’s on Unpaid Bill/Credit Exceed/Unauthorized/Voluntary Block each blocking done after proper checking and verifications with customers and requested forwarded by Center/Sales Managers/Directors.
• Maintaining Daily Report of Centre for check and balance which is sent to CCM.
• Give resolution to MPC client on priority basis via coordination with other departments.
• Act as a supervisor in absence of Floor Management.
• Technical Support of WiMAX Technology.
• Support of Internet Connectivity through LAN and WiFi for Mobilink Infinity.
• Online troubleshooting and call handling and give on call resolution.
• Knowledge of Zyxel and Siemens WiMAX Technology device.
• Managing the daily Sales database
• Assist in coordinating day to day recruitment activities
• Providing the soft skills training
• Product training to new staff
Running and managing two Franchise store in Chicago Illinois (USA) for the last three years. Work including
• Cash Report
• Inventory
• Purchasing
• Marketing
• Banking
• Customer Service
• Front counter sales
• Created data for company Website after trend analysis.
• Upload trend data at website on daily basis.
• Created data for K.S.E. top 100 index companies
• Prepare financial analysis and sector analysis from company’s profit & loss account.
• Create expected results for top 100 index companies through profit & loss account
Bachelors of Commerce in Accounting and Economics