Floor Supervisor
Zong CMPak
Total years of experience :9 years, 8 Months
April 2012 - (Till Now) Zong CMPak (Lahore, Pakistan)
I have been working as F.S (Floor Supervisor) in different departments i.e. (Customer Service Center, 3G Project and Airport Corporate Lounge)
Customer Service Center (Big City, Liberty, Lahore)
I had been working as a T.L (Team Leader) for 6 months in Customer Service Center. My responsibilities were to guide customers about our new services, packages and selling new (prepaid, postpaid) sim, Duplicate Sims, Mobile Number Portability (MNP) and all other VAS. Complaint handling as well as guiding my team members if they are facing any issue.
3G Project
Zong is the first launcher of 3G service in Pakistan. In this project, I was posted to Mall of Lahore for 3G customer experience for 30 days. My responsibilities were to give awareness and guide customers about 3G technology, Interception with customers, upselling 3G packages, selling new (prepaid and postpaid) connections with 3G service, Meeting Targets, Handset manual settings, Team Management.
Airport Corporate Lounge, Lahore. (ACL)
I had been rotated to Airport Corporate Lounge Lahore for 9 Months as a T.L (Team Leader) . My responsibilities were to guide customers about our new services, packages, selling new (prepaid, postpaid) sim, Duplicate Sims, Mobile Number Portability (MNP) and all other VAS. Complaint handling. Stock Maintenance, Account Handling, Maintain financial activities reports, Records, Reporting to Respective R.M (Regional Manager) about escalated issues. Keeping a strict check on my team's ambiance, Adherence, Floor Ethics according to defined Airport Corporate Lounge SOP's.
June 2007 - April 2012 Warid Telecom (Lahore, Pakistan)
321 Helpline (Inbound)
I had been working in Inbound in different skill groups i.e. (789, Prepaid, Postpaid and Corporate Queues) and also performed as T.L (Team Leader) in my group.
Prepaid, Postpaid and Corporate Queue
My responsibilities were to educate/guide customers about packages and up selling our new products and services, Complaint handling as well as guiding my team members if they are facing an issue in the call.
789 Queue
Worked in this skill group for 11 months. My responsibility was to activate customer's new sim with defined SOP's.
Outbound (Service Desk Delivery)
Worked in Outbound team for 7 months. My Responsibilities were to arrange GPRS/MMS manual settings experience. Sims home delivery, giving resolutions and feedbacks for complaints. MNP customers retain Giving customer feedback about our products services and our customer service experience.
124 Official Helpline
Worked in 124 helpline for 9 months. This helpline based on official staff members and franchise staff. My responsibilities were to guide about system information, Policy and producers and giving resolutions to Business center/Franchise staff about customer's query, Complaint handling.
Outsourcing
I had been selected as a TSR for selling Aqua Fina (mineral water) outsourcing for 3 months project.
Feb 2005 - June2007 Ufone Franchise (Allama Iqbal Town, Lahore)
I had been working in Ufone Franchise for 10 months as a CSR. My responsibilities were to activate new Prepaid/Postpaid connections issuance, Sims duplication, Prepaid to Postpaid and Postpaid to Prepaid conversion. ETC. After 10 months working as a CSR, I had been promoted as Franchise Manager.
Key Skills & Competencies
• Can easily settle in to any role & take over the management of an existing client base.
• Conducting accurate market research.
• Able to keep up a continuous high rate of cold calling potential customers
• Evaluating marketing campaigns.
• Able to build relationships with customers.
• Confident and able to take the initiative.
• Getting feedback from customers
• Tactfully handling any complaints.
• Able to make professional sales presentations & product demonstrations to audiences.
• Building and maintaining positive working relationships with key decision makers.
Bachelor of Arts. University of The Punjab.
Intermediate in Fine Arts. Hajvery College, Lahore Secondary School Certificate. (B.I.S.E Lahore) I.T Skills: • Microsoft Windows Xp, 8 • Microsoft Word, Excel, Power point. • Internet (Browsing & E-mailing)
