Customer Support Analyst
Total years of experience :19 years, 4 Months
Looking after all network relation complaints of Corporate Customers
•Effectively managing all network related customers complaints
•Logging the complaints in the TECH Portal
•Coordinating with different teams to resolve customers issues
•Compiling daily, weekly and monthly reports
•Saved over 100 plus companies from churning through effective problem resolution
•Timely support to front end business teams
Mobilink Pakistan - VimpleCOM
Hired as customer care representative and later on behalf of performance have been promoted as team coordinator. Major responsibilities as assistant of team leader included
Facilitate meetings with team, coordinate agenda, review new procedures and rules and share findings with team leader, maintain team roasters and responsible for team training and developments.
•Dealing with calls in a highly professional manner
•How to act as the first point of telephone contact for a customer
•Handling complaints in a diplomatic way
•Accurately updating customer records with information
•Answering any queries quickly and efficiently
•Quickly understanding a caller point of view and to empathies with them
•Able to respond and adapt to the needs of all customers
•Fully aware of all laws & regulations regarding data protection
•Quickly processing information
Key Competencies
•Excellent verbal and written communication skills
•Ability to work with minimum supervision in a busy environment
•Able to do repetitive tasks accurately over long periods of time
•Working knowledge of MS Office software and spreadsheets
Hired as Customer Relations Officer before launch of Telenor and experienced extensive trainings on Telecommunication, Systems and Customer Relations from Telenor Experts. Major responsibilities included
•Supervising all the activities performed by Franchise. Front end as well as back end operations.
•Responsible for achieving KPIs and targets of the Franchise.
•Solving Technical issues of Telenor Clients (Prepaid and Postpaid) and ensuring Customer Satisfaction on all levels.
•Managing Email correspondence with Telenor Sales and Distribution Segment and Customer Relations Division.
•To ensure effective implementation of company policies.
Primary job responsibilities were to manage the Administrative department of the College
•Managing day to day affairs of the college.
•Working actively in defining smooth processes for the Organization and improvement of Customer Services.
•Maintaining and monitoring accounts of the organization.
•Generating reports on weekly basis to calculate profit and loss.
• Study student requirements and service trends.
•Active participation in marketing related projects and promotional activities.