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Zain Ul ABADEEN, Team Lead Customer Support

Zain Ul ABADEEN

Team Lead Customer Support·Pakwheels.com

Pakistan

Bachelor's degree, B.com (IT), commerce

Work experience

Total years of experience: 13 years, 5 months

Team Lead Customer Support

November 2021 - Present

Pakwheels.com

Lahore, Pakistan

November 2021 - Present

Run Audit Filters on Daily Basis and Marked Mistakes in Agent Audit Sheet. .

§ Respond to other Team queries in Groups/Individuals.

§ Distribute Calling work to the Team according to requirement.

§ Handle Group and answer their queries.

§ Provide front end solutions to Other teams.

§ Work On Moderation Work to reduce backlogs.

§ Proceed Number of Assigned Workload/Tickets.

§ Guide Team for their Mistakes and Properly guide on time.

§ Create Team bonding with Every member to work more efficiently.

§ Provide Valuable feedback on Moderator queries on Daily Basis.

§ Work On Immediate Manager Assigned Work.

§ Update Escalation desk queries and fixed their issues.

§ Run OLX Vs Pakwheels Experiment and Maintained their Record.

§ Ensure every Ads should be live and Their Responses are recorded Accurately.

§ Share Experiment Analysis with Higher Management and work on their requirements.

§ Empower Team to Find out their mistakes and never repeat.

§ Take Action on Ads according to Company Policy.

§ Make Roaster Shift Roaster.

§ Create a Working Routine Roaster.

§ Ensure agents work and guide them about their Progress.

§ Guide Areas of Improvement to Team.

§ Backup Manager and Assist in his Task as per company requirement.

§ Provide Feedback to the manager about improvement of the Website.

§ Discuss Team issues and their Solutions.

§ Create Policy on Every New Scenario.

§ Share Stats of agents with Management.

§ Help to create team Incentives.

§ Find Dealer Rep mistakes and update them in their sheet .

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Support Team Lead

December 2016 - Present

PakWheels.com

Lahore, Pakistan

December 2016 - Present

Responsibilities:
• Need to be in office 5-10 mints before shift commencement (shift time is mentioned in
• Ensure 9 hours in the office/System.
• Quality Meeting and share with Agent on Daily Basis for improvement
• Ensure every Agent should be on time.
• Ensure team time should be Completed.
• Ensure no task should be left in the system which requires Moderator approval (In Shift).
• Make sure Presence of the team in the office and their work should be complete.
• Report Bugs/Ideas with the Dev team if required.
• Run Multiple filters for check bad Ads and Maintained quality on Limited time duration.
• Create more filters and correct Directly live mistakes which are not done by Agent.
• Proceed Assigned ads Targets.
• Updated Escalation Desk customer queries.
• Discuss Team issues and their Solutions.
• Create Policy on Every New Scenario.
• Share Stats of agents with Management.
• Help to create team Incentives.
• Find Dealer Rep mistakes and update them in their sheet .
• § Run Audit Filters on Daily Basis and Marked Mistakes in Agent Audit Sheet. .
• Respond to other Team queries.
• Distribute Calling work to the Team according to requirement.
• Handle Group and answer their queries.
• Provide front end solutions to Other teams.
• Work On Moderation Work to reduce backlogs.
• Proceed Number of Assigned Workload/Tickets.
• Guide Team for their Mistakes and Properly guide on time.
• Find Dealer Rep mistakes and update in their sheet
• Update Approval Policy according to requirements.

Company industry:
Automotive Dealership & Distributor

Customer support and Inside Sales Executive

May 2014 - November 2016

PakWheels.com

Lahore, Pakistan

May 2014 - November 2016

Responsibilities:
• Thorough market research on the market value of the stock available
• Answer calls about the services, products and the company
• Manage ads and ad details of the specified certified stock on PakWheels.com
• Taking all the incoming leads via ads and work on the random leads provided by the manager
• Will be involved in end-to-end transactions for all finalized deals
• Maintaining record for all the leads for future follow-ups

Company industry:
Publishing

Research Officer / Data Analyst

July 2013 - April 2014

PakWheels.com

Lahore, Pakistan

July 2013 - April 2014

Responsibilities:
• Researched Bikes-Cars Technical Information.
• Launched Used Bikes Section on Pakwheels.com.
• Update Market Cars Price on Website.
• Collect Upcoming New Models Information.
• Compare Used Car.
• New-Used Car Reviews Moderator.
• Add missing Variant on the website.

Company industry:
Automotive Dealership & Distributor

Accountant

January 2010 - June 2010

HEW

Lahore, Pakistan

January 2010 - June 2010

Responsibilities:
• Maintain Journal Entries.
• Make Journal Entries into Ledger.
• Production and Profit Calculation.
• Salary and Pay Slip Maker.

Company industry:
Accounting

Education

University of the Punjab Lahore

September 2009

September 2009

Bachelor's degree, B.com (IT), commerce

Pakistan

Lahore Boad

September 2007

September 2007

High school or equivalent, Commerce

Pakistan

GPA (percentage): 60%

GPA (percentage): 60%

Govt. Central Model High School

September 2005

September 2005

High school or equivalent, Matric, Science

Pakistan

Skills

BACKLOGS
Expert
BACKLOGS
Expert
FRONT END (SOFTWARE ENGINEERING)
Expert
FRONT END (SOFTWARE ENGINEERING)
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
MARKET RESEARCH
Expert
MARKET RESEARCH
Expert
MARKET VALUE
Expert
MARKET VALUE
Expert
RESEARCH
Expert
RESEARCH
Expert
CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
E-COMMERCE
Intermediate
E-COMMERCE
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
Comunications Skill
Intermediate
Comunications Skill
Intermediate
Team Managment
Expert
Team Managment
Expert
Email Handling
Expert
Email Handling
Expert
System Handling
Expert
System Handling
Expert
Quality Checker
Expert
Quality Checker
Expert

Languages

English

Intermediate

Urdu

Expert

Punjabi

Intermediate

Training and Certifications

Certifications
7 Year Service Award
Sep 2020
Best Performer
Aug 2021
Certificate of Appreciation
Dec 2021
High Achiever Award
Jan 2022
High Achiever Award
Mar 2022
Top Performer of The Month
Apr 2022
Top Performer of The Month
May 2022
Top Performer of The Month
Sep 2022

Hobbies and interests

Internet Searchin, web Browsing , Create Training