Customer Support Executive
SKYLINES
Total years of experience :5 years, 4 Months
Responsible for driving results by providing directions support guidance to other teams.
•Formulate operational Strategies and Objectives.
•Ensuring the organization meets its Goals and Operates Successfully.
•Planning for growth in different areas.
•Analyzed the assigned projects and distribute tasks to the members as per their area of expertise.
•Ensure 100% active coverage in the assigned Territory.
•Giving solutions and suggestions to the top managements regarding running products in the market.
Earned leadership status by setting inspirational goals and setting examples, Maximized team performance - Exceled at identifying, developing and using strengths of team members
Brief Job Description
Manage team of 15 members
•To ensure that the sales team is working at the optimum level
•Achieving team targets given by senior sales manager every month
•Promote the products by the tools that provided by the organization
•Making and submitting daily sales reports to sales manager
•Made outdoor team as perfect as company required
•Every day a few minutes session to motivate team
•Ensure 100% active coverage in the assigned Territory
MAJOR REPONSIBILITIES:
•To manage the Service level by monitoring Contact Center Calls traffic and ensuring the maximum utilization of resources by optimization.
•Managing & supervising team to achieve team based qualitative and quantitative Key performance indicators and required performances.
•To conduct Team based meetings/workshops & training for evaluation of achieved goals & to set future objectives by mutual support.
•To conduct product/knowledge based workshops, Trainings & Refreshers by gathering TNA at 360 degree.
•Various Internal departmental activities, audits, close coordination with other departments to resolve customer based problems/queries.
•To analyze/follow up the current hot issues and incensed customers complaints & escalate to Line manager/Concerned departments (as when required) during operations.
•To Close & maintain strong follow up on Franchises complaints/queries escalated from Sales & other Channels Nationwide and timely closure via contacting to other support departments/units.
•To update daily/weekly and monthly incident and other departmental Reports.
•Various Innovative process and sub process developed to make the operation even more effective and productive.
•To resolve escalated customer service issues, and follow up with customers
•Overview of accumulated Call Center performance to manage resourceful activities and development for new KPI’s as per requirement of management
•Developing of SOP’s (Standard operating procedures) as and when required.
•Fine tuning of Customer based process and sub processes.
•To ensure smooth call center operations by thriving on a service oriented environment and providing effective floor supervision.
•Managed to develop and conduct and Team based trainings/Workshops.
•Productively lead the Project and Team for backend Franchise support operations.
•Strong coordination with all interrelated departments / Units for streamlining of processes and Standard operating procedures development.
•Effective development of processes & sub processes related to Franchise & retail domain for backed & Contact Center Operations.
•Activities Audit, streamlining, & SOPs development & best practices execution.
•Executed successful Resource optimization strategies ensuring process development and Automation tools considering Empowerment for Front end staff
•Process development for efficient handling & process streamlining for nationwide operations.
Organize various entertaining events.
•Various Team Outdoor & Indoor Trainings on Team Motivation & Team Building
•Various Productive initiatives & Analysis for to develop efficient processes and resource optimizations
•Excellent execution of QUALITY IMPROVEMENT AWARENESS PROGRAM.
•Performed key role in revamping.
•Conducted several training sessions in order to maximize competencies of internal customers to sail them on same boat
•Several times qualified for pool incentives for top performers
•Accomplished several internal training session.
•Post pay specialist
•Prepay specialist
•Universalist
•Creating the Moments of Magic by Aamir Siddiqui - CEO* Golden Blue Company (A project on Customer Services and Self Analysis for contribution in organizational & Career development)
Achievements/Professional development
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