Head of Customer Service | Sales
QMobile
Total years of experience :9 years, 11 Months
Head of Customer Service | Sales | Call Center | Service Quality | Training
-To develop, Implement and monitor KPIs for all customer service touch points i.e. Call Center, Service Centers, Back end departments, Corporate accounts, Repair Labs etc.
-Achieving growth and hitting sales targets by successfully managing the sales team.
-Designing and implementing a strategic sales plan that expands company's customer base and ensure its strong presence.
-Setting quarterly and yearly sales targets for QMobile sales points, local dealers and retailers.
-To Prepare and implement policies that helps in achieving first contact resolution (FCR).
-To manage daily operations of call center through a team of 15 agents and 1 supervisor.
-To manage, train and monitor KPIs of all communication channels like voice, emails and chats.
-Online Sales Project, Implemented handset comparison matrix and delivery via order taking through website.
-To plan, coordinate & execute Mystery shopping and Customer Satisfaction Survey.
-To prepare monthly trend reports and gap analysis for all customer touch points.
-Made and improved MIS for getting real time information to make critical decisions.
-Complaint Management Project, evaluated and redesign existing system to escalate complaints exceeding TATs through e-mails and SMS.
-To run CS Training Center that is facilitating major departments of QMobile.
-To conduct Training Need Analysis (TNA) and post TNA on monthly basis to identify training needs for all customer touch points.
-To plan, prepare and deliver systems, product & soft skills training for all the staff.
-Customer queue segmentation, smart and bar phones based customer queue set up in contact center.
-HVCs restructuring Project, rationalized 20% head count in high volume centers.
-Procurement Project, design and Implement system based routing of required parts and parts in hand to vendors available in China.
-Coordinated with 50 plus vendors (ODM) in China by building a young and dedicated team of logistics and procurement.
-Implemented Quality Control Management across service network, set industry benchmark after reducing TAT of 15 days to 5 days.
-To collaborate with Management on planning and budgeting activities.
-Plan, evaluated and implemented local and international supply chain for smooth process flow and customer complaint facilitation.
-To direct staff hiring, training and performance evaluations for sustainable results.
Manager Customer Service | Support | Projects | Training
-To ensure smooth services to top commercial banks and financial institutions, chemical and energy sector, pharmaceutical companies, logistics and telecom giants in Pakistan and abroad.
-To ensure, Project implementation, UAT, client training, Go live and after sales compliance with complete monitoring of service quality as per customer agreement.
-To improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow, business process and organizational planning.
-Managing overall Support, Customer Service / Call Center and Service Quality management, planning, systems and controls.
-Involve in development and implementation of organizational strategies, policies, Standard Operating Procedures and Job Description.
-Managed and increased the effectiveness and efficiency of Support, Customer Services and Quality Assurance through improvements to each function as well as coordination and communication between support, software development and business teams.
-Software Development of Complaint management system, MIS, Work force management.
-Identifying and creating business leads, resulting in new business ventures.
-Forecasting market trends, leads, tenders, R&D, product health and marketing plans.
-Coaching and training teams on emerging market trends and best practices and quality standards.
-Coaching teams on Quality Assurance, Time & Stress Management, Customer Services Training, and Negotiation Skills.
-To direct staff hiring, training, and performance evaluations to develop and control CS, Support and Quality Assurance program and achieve quantitative and qualitative targets.
-To build strong relationships with Members. Generating business by enhancing product and keeping in view Industry Drifts.
-Involved in promoting Premium memberships. Maintaining Industry Knowledge and catering members accordingly.
-Managing member’s portfolios. Finding new potential clients
CSR | IRU - Backend Team
·Performed all training and quality evaluation for up to 9-12 employees.
-Educated clients according to the set productivity and quality standards.
-Evaluated, educated and guided CSR about the given time line and quality standards.
-Involved in investigation and Resolution Unit (IRU), Back End Team to resolve customer problem while coordinating with teams for e.g.; Support department, Engineering, Operations etc.
-Dealing with complaint routed from all regions. Maintaining a high contact and satisfaction ratio with customer from the time of complaint generation till it gets resolved.