Contact Center Non-Voice Channel Specialist
Telenor Pakistan (Pvt) Ltd.
Total years of experience :22 years, 7 Months
Responsible for acting as a consultant and an auditor for the Non-Voice Operations at Business Partner (Sybrid-A Lakson Group)
-Creating and implementing SOPs for streamlining the entire business relationship with Business Partner.
-Ensuring compliance to Non-Voice operational processes set out by Telenor Pakistan.
-Contract negotiations and SLA Management with the Business Partner.
-Add value in Customer Life Cycle via suggestions on Automation, process efficiency.
Responsible for leading Customer Transactions Team. (8 people)
My team is responsible for meeting the targets assigned and develop one stop solution for all internal Customers & External Customers mainly regarding Wrong deductions & Wrong E-load.
To manage, motivate and coach teammates to achieve departmental goals
Promote Unity, help everyone feel included, valued, and respected.
Ensure high Customer Satisfaction.
Develop and implement KPI'S keeping in view FCR / CSI & CFL.
Enhancing financial viability by increasing operational efficiency through workflow automation.
Achieving 100% process compliance and mistake proofing by reducing human-system interactions
Projects:
Main objective is to achieve the same results through empowering agent and standardizing the processes.
1- Cost Efficient
2-Efficient Solution
3-AHT Reduction
4-Empowered Stake holders
Responsible for leading Postpaid Ops Team (8 people)
My team was responsible for meeting the targets assigned and develop one stop solution for all internal / external Customers.
Develop and implement KPI'S keeping in view competitors and give visibility in shape of weekly and monthly reports to Management
Versatile and seasoned professional who adapts well to rapidly changing environments, with the firm belief that “change is the norm” to succeed in dynamic and competitive markets.
• Strong team player/leader that excels in building teams through resource development, teamwork and a supervisor highly effective in enhancing team productivity by implementing time and project management.
• Firm believer of seeking / learning “Best Practices” and management training methodologies, their implementation and follow up in the work place
Proactive, dedicated, motivated, enthusiastic and aspiring to excel in making positive and tangible contributions. Interested to make rapid progress in career
Responsible for leading WIC & Franchise/Number Inventory Team (6 people)
My team was responsible for meeting the targets assinged and develop one stop solution for all internal / external Customers.
Provide first line support to both External/Internal Customers.
Building relationship with internal & external customers.
Ensure SLA & KPI.
Ability to manage team and boost their motivational levels/ Ability to work under pressure
Ensure proper getting/giving information / troubleshooting of all existing and upcoming products / smart services offered.
Forecasting work load & resource Management accordingly.
Handling Corporate & individual Clients in professional manner and building relationship.
Deal with IT Related Issues and having strong follow up and resolution of issue within TAT (HLR / VLR / Numbering / IN).
Responsible for leading SME RelationTeam (4 people)
Looking issues regarding Collections / Network / Servicing
Proactively develop customer relationships by maintaining contact at an appropriate level
Responsible of High Customer Satisfaction & CHURN
Ability to meet tight deadlines / Work to daily and weekly objectives and targets.
Flexible to work in different Shifts/ Work to daily and weekly objectives and targets.
Point Person / Backup of Team Handling inbound Corporate / SME customer emails
Efficiently handling inbound / outbound hotline calls of Stakeholders.
Providing end to end solution to customer queries / follow-ups
Maintain response time as per define TAT
Processing New Sale Activations
Activation/Deactivation of VAS on request from stakeholders
Troubleshooting IT/NOC cases with Core Teams
Preparing Weekly/Monthly reports.
Processing NPR’s
Preparing daily reports regarding Port-out/Port-In Status.
Preparing new NPR’s of corporate accounts..
Preparing reports on Hourly basis regarding MNP issues/info.
Catering Retention cases/CHURN analysis
Joined Telenor Pakistan. In green field environment, worked with launching team.
Catering different queries on call.
Performed duties on behalf of CCFUD (Call Centre Follow UP Desk).
Performed duties on behalf of Crd Dealer Support.
Follow-up of wrong E-load.
Performed duties on behalf of Crd NOC. (Network Operation Center)
Handling calls of customers to assist them.
Assisting team Leader in training of new recruits in order to familiarize them with system processes.
Managing the floor, assisting, guiding and supervising them to have an increased output
Maintaining and controlling sub-ledgers of debtors/creditors.
Maintaining record of cotton purchases monthly basis.
Prepared daily statement of production and stock.
Bank dealings regarding Letters of Credit / Guarantees / Bank Drafts and pledge/release of stocks.
Posting data for yarn/waste sale invoices and expenses incurred at mills.
Analysis of production yield on monthly basis.
Verification of monthly sales tax returns and preparation of sales tax refund claims.
Assisting the Chief Accountant
Business Administration- Pre MBA