Zain Ishtiaq

Attending Inbound and making outbound calls and assisting customers with their queries
Answering customer queries via emails
Escalating customers issue to management in order to get quicker resolutions
Generating Sales reports for the management
Participating with Work force management

Outbound retention calls to enterprise customers who are willing to churn the lines
•Upselling various services to enterprise customers via calls
•Handling customer escalations via call/mail
•Part of E-mail team to communicate with customers about handset offers/sales
•Interacting with different departments to resolve internal team issues or customer issues
•Maintaining daily staff productivity reports
•Staff call quality audit
•Coaching teams to adhere call quality and enhancing customer service
•Dealing with offshore vendors to ensure Weekly/Monthly targets are achieved
•Creating sales campaigns for offshore vendors
•Generating sales campaign reports to measure team efficiency
•Team representative - Attending meetings with managers to speak on behalf of the team
•Generating Daily, weekly & monthly reports for offshore vendors and Enterprise Retention team