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Work experience

Dec 2013Present

Customer Care Associate

Axiom Telecom LLC(Dubai UAE)
— Customer care Associate Direct interaction with local and international client's on daily basis. Analyzing the problems regarding mobile products and giving best solutions regarding their complaints and assign Service Requests to the best-possible resources to ensure fast resolution. Ensure that the upgrade requests have the appropriate level of priority and are closed to the customer's satisfaction in a timely manner Dealing with all warranty claims and complaints relating to well-known international brands(Apple, Samsung, Blackberry, Motorola, HTC, Sony, Huawei, Lenovo and Givori) Interaction with internal and external departments regarding customer's problems Attending various training sessions including new mobile companies, brand updates and apply the learning into day to day activities Give the customer's feedback to higher management Responsible for driving incremental revenue by selling supplementary hardware, accessories and software products/services and ensure customers buy complete solution. Introducing to customer's regarding new products and services offered by company Continually assess the effectiveness of the team, especially in terms of quality of service, for example abandoned calls, and make any necessary adjustments. Ensure that personal targets and deadlines are met. Ensure all relevant correspondence is answered.

Customer Care Supervisor

Wi-tribe Ltd Pakistan
— Customer Care Supervisor(Lahore Pakistan) Supervision of front desk staff regarding day to day activities. Training and development of care staff. Ensuring the performance of the team members and support them in difficult situations. 1 Reporting management about team progress and target achievements. Performance reviews and any other task assigned by the Management. Get feedback from customer as well as from team members for continuous improvement in products and services. Share feedback/suggestions with line management for process improvement resulting in better customer facilitation. Try to achieve Customer's Satisfaction on top Priority. Handling hyper customer with calm behavior and provide proper resolution.

Sales Executive

LinkdotNet Ltd
Mobilink Ltd — Sales Executive follow-up(Lahore Pakistan) Customer relationship management maintain all types of customers within a specific geographic territory through building lasting relationships and enhancing customer satisfaction through telephone contact or face-to-face. Building professional and appropriate relationships within customer organizations in order to meet the customer needs. Supports and follows corporate guidelines related to new starter policy(follow-up call). Provides a channel of communication between LinkdotNet and the customer, facilitating resolutions of complaints and queries(service failures, invoice queries). Ensure that the customers are kept up to date with relevant LinkdotNet information Establishes appropriate relationship and communicates with other functional areas. Coordination of the couriers' team performances in accordance with LinkdotNet pick-up and delivery policy-teaching the company's working procedures related to the pick-up and delivery activities; ensuring that the team performs accordingly. Registration and assignation the customers' orders and priorities to the couriers' team in an efficient and professional manner. Debts recovering within the period of time imposed by the financial department and permanent activity of informing the customers regarding their financial status with regard to the services performed by company. ACHIEVEMENTS Resolved customer complaints by identifying problems and taking appropriate corrective action Resulted in 50% increase in department's efficiency in 2014. Wrote an employee's manual on the Dos and Don' ts of customer service provision for new employees. Integrated a complex customer feedback system that took feedback and complaints from customers in order to manage the system better.



University Of Management and Technology