صايمة على

Customer Experience في ShowForce

• باكستان - لاهور
• يوليو 2005 إلى ديسمبر 2014

SHOWFORCE SPENDLOVE GROUP'' UK & MIDDLE EAST.
Client Relationship Administrator

 Spearhead the development, communication and implementation of effective growth strategies and processes.
 Collaborate with management team to develop and implement plans for the operational infrastructure of systems, processes and personnel designed to accommodate the growth objectives of the business.
 Establish continues personal development including training, short and long-term goals across the business units
 Gather and analyze customer trends to assist in developing marketing strategy
 Accept overall responsibility for development and implementation of the integrated management systems and health and safety policy across all businesses units including review and audit of the effectiveness of all internal and external processes and performance
 Manage and develop existing clients relationships to increase revenue and profits.
 Liaison with international clients regarding jobs and feedbacks for continuous improvement.

At Warid Telecom
Supervisor Customer Experience "Cs Operations "
 Played Vital role in achieving FVR through immediate resolution of complaint
 Reduction in 37% of Complains to enhance Customer Experience through Process change and customer communication
 Enhance Customer Experience by changing different Process and through automation.
 Industry First SMS based Complaint Status confirmation service
 Measure Company First Ever Net Promoter Score
 Automation of Letter of Correspondence resolving Immigration quarries and issues which decreased complaints up to 95%
 Revamp IR data usage process with active prompts after every three hours that reduces IR complaints up to 80%.

Acting Supervisor: Mobile Financial Service
 Core team member of Warid MFS team.
 Nation Wide visit to train MFS teams.
 Initiated and implemented mobile valet Nationwide.
 Achieved Net gain target 90%
 Work closely with BAL team during FUT and processes of Mobile Financial Service.

Trainer RDC, Resource Development Team
 Revamped process handbook for call center and walk-in center staff according to ISO standards.
 NWD training on soft skills, Cs, CRM, CEM and Client Relationsip.
 Designed and implemented Instant Customer Endorsement initiating idea of Call backs on ICE.
 Develop and Maintain Call Center Profiling
 Introduced BC profiling portal.
 Interactive in House trainings to weak and demoralized staff.

Supervisor Quality Assurance & Resource Development
 Played vital role in Developing Evaluation sheet of Business Center, Support Center, Franchise Coordinator, Priority Service and also coordinate with different CS area for successful launch of CS Evaluation Portal
 CS Quality Supervisor of the Month, various times.
 Develop Performance Scoring Module of Business Center, Support Center, Franchise Coordinator, Priority Service
 Automation of Address Change, Direct Debit, Data Sales and online Sales menu.

Supervisor Call Center Warid Telecom
 Increase agent quality score by providing feedback

Sr. Executive Business Center 1K Lahore and Rawalpindi.
 Fully understand front end operations.
 Expert in Up selling and Cross selling.
 Pioneer team member of one window operation's team.
 Trained Nationwide BC and Franchise teams for one window process and automation.
 Fully aware of international and NWD customer behavior, trends, needs and experience.