Talha Javed

Key Account Manager (Business Development Officer) at Brain Telecommunication Limited

• Pakistan - Lahore
• October 2010 to October 2010

❖ Brain Telecommunication Limited. (October, 2010 to Onward)

* Customer Support Officer. (1-Year)
* Billing Officer. (6 months)
* Sales. (2 Months)
* Key Account Manager and a shift supervisor. (Current Job Responsibility)

❖ Pakistan Telecommunication Limited (PTCL) . (2 Months)

Duties and Responsibilities
Customer Services:
❖ Providing VoIP information, Mode of payments and other relevant details to the customers.
❖ Responding customer complaints, Request and Enquires in a professional and timely manner.
❖ Satisfying annoyed Customers.
❖ Ensuring customer services practices are well-established and followed by customer services department.
❖ Training: a. New Staff.
b. Existing Staff in my shift (Monthly)
❖ Documentation regarding any new research that provides benefit for fellow CSR.
❖ Compiling reports on daily basis regarding complaints, customer feedback and suggestions for the betterment of the services.
❖ Communicating with the customers on Phone calls, and on emails regarding there queries.
❖ Focus on results during the technical support.
❖ Monitor and report on activities and provide relevant management information.
❖ Carryout market research, competitors and customers surveys.
❖ Internal and external communication.

Billing:
❖ Online complain handling.
❖ Bank Payments follow up.
❖ Credit card update.
❖ Email response.
❖ Telephonic support (Occasionally)

Sales:
❖ New Sale from existing customers
❖ New Sale query from helpline.
❖ New Sale on email.

Key Account Manager:
❖ Managing 2575 accounts.
❖ Outgoing calls to customers regarding bill payment, good will etc.
❖ Bring their issues to light and resolve them on priority basis with proper follow up.
❖ Increase the perception leader of customers. (Bring them to perception leader 4)
❖ Shift supervision.



❖ Won Prizes on achieving the marked quality regarding customer care and technical support.
❖ Promoted from CSR to Billing officer in one year (Promoted to Snr. Officer)
❖ Promoted to Business Development Officer.
❖ Promoted to Key Account Manager.

Duties and Responsibilities At PTCL
Customer Support Executive:
❖ Online Complain Handling of Broad Band and PSTN.
❖ Customer Care.
❖ Satisfying Annoyed Customers.
❖ Devices Configurations.

Software Used.
❖ Siebel CRM
❖ Billing and Customer Care.
❖ Cisco Communicator.