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Work experience

Jul 2007Present

Team Leader

Ufone Gsm

Team Leader(Inbound), Ufone(PTML), Islamabad. Redesigned tele-sales project by highlighting loop holes in methodology and pitch of existing Tele sale project which increased the sales by 200% Initiated and managed Tele Sales campaign to Port In other networks customers in Ufone. Trained 150 CSRs for Tele Sales campaign regarding Tele sales techniques and sales closing. Suggested and implemented sales pitch for tele-sales project. Prepared reports & presentation on different Sales pitch and forward to TEAM. Assuring KPI and Service level achievement keeping Threshold definition intact within business center. Attaining the desired Target assigned by Regulatory Authorities and follows and implements them as per SOP of company. Implement regulations so that the TEAM works as per defined“ QUALITY POLICY” of the company. Coordinating with Other Operation Teams to ensure compliance and evolve and Interdepartmental hurdle or differences to gain smooth operations. Routing any operational issue directly to GM and IT team and take strong follow up of the same. Training employees and arrange shift meetings to retain their product knowledge as well as motivate them towards work. Resolved grievances or queries that any of the employees have. Escalated to the right level depending on the nature of the grievance or issue. Maintained & developed relationships with Internal and external customers and other stakeholders via meetings, telephone calls and emails. Responsible for official correspondence, file management & records. Responsible for maintenance of employee database. Maintained/Updated Leave Records. Updated master database(personal file, personal database) of each employee. Arranged & conducted Interviews/Initial screening the candidates/helping in recruitmentprocesses. Prepared and submitted all relevant HR letters/documents/certificates as per the requirement of employees in consultation with the management. Conducted employee orientation and facilitated new comers joining formalities. Prepared letters like offer, confirmation, etc., implemented and administered performance management process as per the organization policy and timelines. Gained a clear understanding of customer's business and requirements. Made accurate, rapid cost calculations, and proving customers. Developed advertising program and

Oct 2011Sep 2012

Team Leader

Ufone Gsm

Team Leader(Outbound), Ufone(PTML), Islamabad. Roster verification and preparation(if required) to ensure the availability of each skill set in all shifts. Distribution of work load to assigned team according to respective skill set. Supervised Marketing survey through outbound team. Preparation of surveys questionnaires and correspondence with marketing department for required addition/deletion or modification in questionnaire. Verification calls to customer who won any Luck Draw like Shah Car offer. Arranging the call back to unhappy customers and resoling their complaints or grievances. Supervised customer satisfaction surveys. Rich experience of working with Predictive dialer. Supervised retention of churned customers by offering them better services and resolving their complaints Corresponded with vendors, partner's and government authorities on the behalf of organization.

Sep 2002Jun 2004

Customer Care Executive

Customer Care Executive. Working in business center with assigned work portfolios and KPI's Greeting customers in assigned appropriate manner resolving their issues and problems and stating them at the keep maintaining Queue status and relevant work requirements. Meeting assigned targets/KPI's in appropriate timeline following SOP's Handling Customer Queries and concerns in appropriate manners and pitching them the new products and selling and retaining them Offering them new packages and New Handsets offered by the company Answering customer's queries and resolving them at the spot or routing complaints to concerned department keeping track record and also inform customer Helpline or desired channel for confirmation of resolution.


Feb 2003Jan 2004


University Of Arid Agriculture
Sep 1999Dec 2002


University Of Arid Agriculture


sales pitch
Sales Techniques
Hardware Support