Resume Job in Pakistan Lahore

• CSR • Ovex Technology o Direct Interaction with the customers. o Catering all the service requests send by the officer. o Meeting the KPI’s on daily basis. o Direct Report to Higher management. o Product and service information. o Recognize and alert the supervisor of trends in customer calls. o Identify, research, and resolve customer issues. o Follow-up on customer inquiries. o Complete call logs and reports. o Other duties as assigned. Jan 2011– 22nd May 2013 Activation Support officer • Contractual • Telenor o Indirect Interaction with the customers. o Handling customer queries, o providing the necessary details by customer o To ensure customer enquiries and complaints. o Handled promptly and efficiently to the satisfaction of customers. o Contribute to manage team objectives through team work. o Regularly achieving targets assigned by the management. o Products such as Quality Services. o Handling customer in time. o Having more than 99% quality in my whole tenure. o Have been a part of the best team in whole Telenor Pakistan, o Worked as a Point person in Telenor in sourcing. o My responsibilities were to handle my team. o Encouraging them in a way to achieve daily and monthly targets. o A strict compliance to all team meetings and team building/Motivational exercises. May 2013– 15th May 2015 PBO • Phone Banking Officer • HBL o Direct interaction with customer. o Providing resolution, activation credit and debit card. o To ensure customer complaints are handle properly. o Identify, research, and resolve customer issues using the computer system. o Multitasking perform while talk with the customer and answer. o I have worked in Inbound Official helpline 111-111-425. o I facilitated to the customers regarding their queries and complaints. May 2015– 31st August 2015 Quality Assurance • Quality Control Officer • HBL • Coaching and Feedback • Daily Huddle • Quality evaluation of Calls • Facilitating in updating processes • Co-ordination with Internal and External Customer’s • Inbound Calls Evaluation • Weekly Calibration/Alignment Session • Quality check on IVR(Interactive Voice Response) • Conducting Quality Session with Call Center Teams. 1st Sep 2015– 17th February 2017 Team Leader • Team Leader • HBL • Managing People, Performance. • Operational aspect of the business in order to achieve desired goals. • Team management/supervision/Evaluation. • Developing resources to deliver maximum output. • Providing performance feedback. • Coaching/mentoring for next level growth. • Responsible for Team/Unit Goals • Design strategies/processes to achieve customer satisfaction. • Conducting daily/weekly calibration sessions with team. • Management meetings to provide performance feedback. 18th Sep 2015– Till Date Service Quality Officer • Service Quality Department • HBL • Responsible for successful implementation of service quality program in Sialkot regions • Turn around the service quality culture, raise service standards • Customer satisfaction by improving the customer experience in branches. • Visits branches in order to conduct the Branch Services Reports and service audit of branches. • Analyze the root cause, suggest solutions and arrange • Follow-ups for their implementation. • Conduct training and sessions for improving the Service Quality Standards. • Improving service experience for customers by ensuring the desired standards set by the bank. • Lessoning with the AOMs for improvement in branch. • Consolidation of Branch Services Report and analysis of the monthly consolidated reports.

Education Govt Muslim High School, Sialkot, Punjab • Matriculation in Science subject Private, Sialkot, Punjab • F.A in Arts subject (Education, History of Islam) Private, Sialkot, Punjab • B.A in Arts subject (Economics, Journalism and Persian)

Customer services and Banking sector

-

Highly organized, detail-oriented, and efficient, with an ability to meet goals. Strong problem solving skills along with a keen eye for accuracy. Ability to make sound decisions under pressure while remaining highly focused on the task at hand even in tight time constraints. Team oriented and hard working with a strong commitment toward organization success by ensuring that I can add value to my organization as well as gain invaluable experience of a fulfilling career within the organization