Zainab Akhtar

  • Islamabad Pakistan
Zainab  Akhtar

Care Center Leader

Summary

Looking for a challenging job, which can introduce new technical and Professional skills and efforts to consume my existing capacities in a reputed organization.

8 years of Customer Services experience with strong focus on customer relationship management. Provided Vision, Leadership and Innovation to strengthen the service organization of Nokia Care. Being a people’s person and a Team player hired and trained staff to perform their duties with utmost perfection and dedication. With an urge to take initiative.
Successfully managed handling employees, customers and retailers

Work History

Work History
Apr 2013 - Aug 2015

Care Centre Leader

Globe Customer Care Pvt. Ltd (NOKIA CARE)

JOB EXPERINCE Independently manage the care centre operations practicing the highest degree of professionalism. Offer maximum customer care and strive for total customer satisfaction. Identify and develop the right team structure for the smooth running of care centre operations Perform daily tasks in accordance with business ethics and guidelines of the organization. Compliances of health and safety according to the company's rules and regulations. Monitoring the progress of the staff and the branch. Providing guidance in areas requiring changes or improvements Encourage creativity, risk-taking, and constant improvement. Create environment oriented to trust, open communication, creative thinking and cohesive team effort. Assure that the team members have the necessary education and training. Reporting and managing month end and other daily/weekly reports. Maintain all branch reports and cash report end of the day..

Apr 2010 - Apr 2013

Sr Customer Care Executive

Globe Customer Care Pvt. Ltd (NOKIA CARE)

Solving customer's queries while maintaining quality and productivity. Monitoring Team and performance in absence of branch manager. Sales of Nokia Devices, accessories & Gear products. Updated job knowledge by participating in various training sessions & programs. Guide the customer about the new products of the company.

Mar 2009 - Apr 2010

Customer Care Executive

Globe Customer Care Pvt. Ltd (NOKIA CARE)

Customer services and care. Provide quality of services keeping in view the organization's policies. Handling customers' complaints and provide best solution to their problems..

Apr 2008 - 2009

Sr Marketing Executive

Unified Secure Services Pvt.Ltd

Product outdoor marketing & telemarketing. Arrange the meetings, and demonstration of our products. Supports sales presentations by providing quotations, proposals, videos, slide shows, demonstration and product capability booklets; compiling account and competitor analysis.

Jun 2006 - 2007

Marketing Executive

Avt Khyber (AVCOM) Pvt. Ltd

Manage the ads and make the best Commercials of the customer's product. Source and build up advertiser and media agencies base for television advertising. Prepare and present proposals and presentations to clients and agencies. Develop and maintain excellent relationships with clients and agencies. Expanding duties by business development & bringing new clients.

Education

Education
Aug 2015 - Present

M.Sc ( Mass Communication)

Alama Iqbal Open University

Public Relationship, National & International current affairs, Information & Communication Technology, Development support communication, Print & Electronic media.

Jan 2012 - Sep 2014

B.Sc (Mass Communication)

Alama Iqbal Open University

Advertising, TV & Radio Broadcasting, Magazine Journalism, Principle of Journalism, Information & Communication Technology, Public Relations.

 

2004 - 2006

H.S.S.C

Karachi Board

Civics, Education & Islamic Studies

Certifications

Certifications
Apr 2012

Happy Call Certificate

Nokia Care

This award is in recognition for the brilliant efforts made by you to delight our valued customers everyday and provide an experience that customers want to cherish. its about showing accountability, urgency, empathy, making the difference and going that extra mile to provide "Extraordinary" service to Nokia Customers.

Mar 2011

Nokia Care Trusted Advisor Training Certificate

Nokia Care Academy (Middle-East & Africa).

Two days of Nokia Care Trusted Advisor Training Certificate (Arranged by Nokia Care Academy)

Apr 2010

Soft Skills Training Certificate

Nokia Care & Nur Consultant Organization

Two days of Soft Skills Training Certificate (Arranged by Nokia Care & Nur Consultant Organization)

SKILLS

Management, Leadership Skills, Team Management 

Product Marketing, Microsoft Office Skills

Customer Experience, Communication Skills

Market Research, Customer Satisfaction

Team Work, Marketing Communication

Reporting Skills, Data Entry Skills

Sales Planning

AWARDS

Five years of Long Services Award (Nokia Care)

Amazing Everyday Award Amazing customer experience (Nokia Care)

Happy Call Certificate customer satisfaction Award (Nokia Care)

LANGUAGES

English, Urdu, Pashto, Sindhi, Punjabi