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Usman Khurshid, Customer Services Specialist

Usman Khurshid

Customer Services Specialist·Transworld

Pakistan

Master's degree, General and Strategic Management

Work experience

Total years of experience: 21 years, 9 months

Customer Services Specialist

January 2010 - Present

Transworld

Karachi, Pakistan

January 2010 - Present

Supervise team of executives for all customer services tasks.
Maintain and monitor interdepartmental and external communication SOPs and KPIs.
Prepare and project monthly customer revenue.
Work as a liaison between vendors and customers.
Handle legal matters related to voip, vc and vpn registration with the government bodies.
Perform and maintain customer satisfaction survey quarterly and annually.
Company industry:
Internet & E-commerce
Job role:
Customer Service and Call Center

Supervisor Operations

May 2006 - January 2010

Arwentech pvt ltd

Karachi, Pakistan

May 2006 - January 2010

Supervise team of more then 200 executives for all customer services tasks.
Maintain and monitor SOPs and KPIs set by the clients for their campaigns.
Prepare and project monthly customer revenue.
Work as a liaison between clients and their customers.
Handle and conduct different promotions and campaigns.
Perform and maintain customer satisfaction surveys on demand, quarterly and annually.
Worked directly with government bodies on their local government projects.
Company industry:
IT Services
Job role:
Customer Service and Call Center

Instructor

June 2004 - January 2006

College of Digital Sciences

Karachi, Pakistan

June 2004 - January 2006

Company industry:
Primary, Prep, & Secondary School
Job role:
Teaching and Academics

Education

PIMSAT

September 2013

September 2013

Master's degree, General and Strategic Management

Pakistan

GPA (point): 3 out of 4

GPA (point): 3 out of 4

London Metropoliton University

June 2006

June 2006

Bachelor's degree, Business communications and System Analysis and Design

United Kingdom

College of Digital Sciences

May 2002

May 2002

High school or equivalent, Computer Science

Pakistan

GPA (percentage): 55%

GPA (percentage): 55%

Skills

Communications
Expert
Communications
Expert
Graphic Design
Expert
Graphic Design
Expert
System Analysis
Expert
System Analysis
Expert
Problem Solving
Expert
Problem Solving
Expert
Customer Service Management
Expert
Customer Service Management
Expert
Microsoft Windows
Expert
Microsoft Windows
Expert
Adobe Photoshop
Expert
Adobe Photoshop
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Cisco call monitoring system
Intermediate
Cisco call monitoring system
Intermediate
Microsoft Dynamics
Intermediate
Microsoft Dynamics
Intermediate
Communications
Expert
Communications
Expert
Graphic Design
Expert
Graphic Design
Expert
System Analysis
Expert
System Analysis
Expert
Problem Solving
Expert
Problem Solving
Expert
Customer Service Management
Expert
Customer Service Management
Expert

Languages

English

Expert

Punjabi

Intermediate

Hindi

Beginner

Urdu

Expert

Hobbies and interests

Video Games
Graphics Designing
General Knowledge seeker