Call center agent
Emirates Driving Institute
Total years of experience :10 years, 10 Months
I had recently joined this renowned organization for providing customer services mainly over the phone calls. During my employment I was responsible for varied tasks which included some Operational and some Customer Services related works
which are as follows.
1. Booking Driving Classes in System Software
2. Booking Driving Test for Candidates and Checking Availability of Test Takers.
3. Handling Customer Complaints and Forward Those Complaints to Relevant Depts.
4. Updated Students Record in System (i.e. Orbit & Genysis)
5. Following Given Scripts and SOPs.
6. Presentations on New Processes Or Updates from Management
7. Checking Fleet Availability & Assigning Accordingly
8. Conducting Survey Calls For Students Feedback and Preparing Reports
9. Educating Customers about the Policies and Rules over the Phone.
1.Set sales goals placing orders, inspecting supplies.
2.Stocking shelves, replacing faulty items.
3.Developed effective relations with customers.
4.Sales programs to drive sales in order to meet goals.
5.Following up new leads with customers, managing market rates.
6.Visiting our customers on daily basis.
7.Managed to achieve sales target.
8.Managing warehouse inventory.
9.Explaining about the warranty terms and conditions the items carry to customers
Having exceptional success in my previous role and due to my dedication I was promoted as Service Quality Officer along with the responsibilities of HR. I was made responsible for
keeping track of the team and making sure that the services to customers are being provided as per company’s set standards and procedures.
1. Operating a relationship management style approach to service quality, taking responsibility for part of the organization personally.
2. Deliver performance management framework which meets the organization’s needs.
3. Contribute to the development and implementation of assurance and service improvement processes.
4. Provide timely and comprehensive service quality information compiled from a wide range of sources.
5. Manage projects within the wider program in relation to service quality.
6. Take a key role in the design and implementation of service reviews.
7. Provide assurance to stakeholders including the Board and its committees that plans and strategies are delivered and that quality, performance and risks are
effectively managed.
8. Contribute to the outcome of service improvement across the organization.
9. Use benchmarking/comparisons with other providers to contribute to service improvement.
I had joined this company which was working in relation with one of the biggest cellular
service provider in Pakistan Telenor. Having been responsible for services provided to
customers I had accomplished below mentioned goals.
1. Attaining daily, weekly and monthly targets specified by the process.
2. Expertise in working with a team.
3. Excellent in converting the cold calls into new assignment.
4. Attending escalation calls apart from taking normal calls.
5. Conveying the client requirements to the team with regards to the process.
6. Attaining daily, weekly and monthly targets specified by the process.
7. Adhering to the schedule as prescribed by the Team Leader.
8. Providing the feedback to the process manager at the end of the day.
9. Expertise in taking follow up on a daily basis.
10. Handled inbound calls from prospective clients and tried to turn those prospects into paying customers.
11. Schedule maintenance calls for customer when they would call in with a technical issue.
1.Money,Banking & Finance. 2.Mathematics, Statistics,Economics,Bussines introduction. 3.Finacancial Accounting & Cost Accounting.