CV Customer service professional

Resume built for oil and gas job opportunities by a jobseeker with experience in Customer service professional - would you like to offer this candidate a job/contract employment?

CV/Resume ID no.: 81438
Last Updated: Sunday, July 6, 2008

Dear Sir

I am currently working for Zong (China Mobiles) which is the world's largest telecom operator. Having a customer base of over 300 million ,as team Lead inbound / outbound. I am currently responsible to Analyze, assess impact for and prioritize problems faced by customers and call center representatives Identify process or technical mitigation plan for various situations ,Isolate symptoms to determine Fix or Fix-Agent (team will manage quick hits, but will hand-off complex solutions ,Document and communicate known issues, Ensure communication for mitigation plans and resolution to Call Center contacts through appropriate channels and Close the loop.” - Report on problems and resolution progress to call centers, fix agent organizations and executive management

Previously I was working for Mobilink GSM , Pakistan’s Largest cellular company having a customer base over 32 million as a Team Lead IRU for which I was responsible for the smooth operations and brand loyalty, client retention , churn management, cellular reward and revenue expansion program . I was directly reporting to the Manager IRU along with it I have a prior experience of 6 years in the corporate service sector including 2 years with one of the giant wireless telecom operators in Asia, Warid Telecom, as the Floor Supervisor customer service operations , Further more, an additional 03 years of experience as a IT Instructor on High school and higher level Plus excellent experience dealing with High Net Worth Individuals. My experience with various industries gives me an edge over other candidates as I have dealt with multiple segments and contributed to the development of various services/products though out my career, thus accepting challenges in other industries is also what I am looking for.

Zong Telecom (China Mobile) www.zong.com.pk

Team Lead Inbound / Outbound

• People management
• Floor Adherence/ Service Levels
• Analyze, assess impact for and prioritize problems faced by customers and call center representatives
• Identify process or technical mitigation plan for various situations
• Train the Contact Center staff regarding the new Marketing Promos and Commercial Offers for the upcoming Campaigns.
• Train the assigned teams with necessary skills as an enhancement program for grooming of their personal and professional expertise.
• Document and communicate known issues


P.M.C.L(Mobilink), www.mobilinkgsm.com

Team Lead Support Team (Investigation & Resolution unit)

• People Management
• Nation wide Work load management
• To investigate the resolve GSM complaints received through Call center
• To develop S.O.P ( Standard operating procedure) for customers satisfaction
• Co ordination with Engineering and technical staff for the resolution of customer issues
• Lead tam of 13 members and maintained regular A+ team score
• Prepared analysis on monthly / weekly and hourly workload and purposed exact staffing and roaster ( Awarded for this effort)
• Initiated customer feed back survey for to ensure customer satisfaction in support department
• Responsible for the direct and indirect franchise operations and complaint handling.

• Responsible for the maintenance of corporate accounts in coordination with (Corporate Account Managers)

Team Lead Contact Center
• Dealing corporate clients with priority applications for high end customers.
• Reporting related to team members, progress/updations.
• Providing team’s feedback of their daily performance.

Operations: Key Responsibilities
• Training the Contact Center staff regarding the new Marketing Promos and Commercial Offers for the upcoming Campaigns.
• Training the assigned teams with necessary skills as an enhancement program for grooming of their personal and professional expertise.
• Managing Events for C.S Staff


Quality Assurance supervisor ( 1 month Rotation )

• To Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
• Major responsibility was to evaluate in bound calls)
• Evaluated 8 teams and secured Respectable A Grade performance
• Prepared analysis of weak and strong areas of allocated teams on individual bases and suggested required training
• Conducted daily bases quality clinic for call center
• Conducted training / Q.A sessions with allocated teams.


Warid Telecom(PVT L.T.D) www.waridtel.com

Floor Supervisor Customer Service Operations (From Mar 2005 till Dec 2006)
• Dealing corporate clients with priority applications for high end customers.
• Reporting related to team members, progress/updations.
• Providing team’s feedback of their daily performance.
Operations: Key Responsibilities
• Conducting Stage 1 Interviews for the recruitment of Contact Center.
• Training the Contact Center staff regarding the new Marketing Promos and Commercial Offers for the upcoming Campaigns.
• Training the assigned teams with necessary skills as an enhancement program for grooming of their personal and professional expertise.
• Managed smooth operations of call center of over 300 employees
• Was responsible for productivity, quality and Adherence of assigned staff
• Quickly and effectively solve customer challenges.
• Responsible for the Service level maintenance and purposing resolutions for S.L related issues
• Coordination with IT ( CISCO Team) for smooth call flow
• Coordination with country wide Service centers for customer concerns
Call central ( PVT L.T.D) www.callcentral.biz

Quality Assurance supervisor
• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
• Major responsibility was to evaluate in bound calls
• Prepared analysis of weak and strong areas of allocated teams on individual bases and suggested required training

• Conducted daily bases quality clinic for allocated Team
• Conducted training / Q.A sessions with allocated teams.

Raees-Ul-Ahrar College of commerce 6th Road Rwp Pakistan

I.T Instructor
• Was responsible for regular and non regular classes
• Managed to produce 100% results in high school level
• Trained government employees in computer literacy program
• Developed and run network of 25 computers during the tenure


Excel Net (Cyber House P.V.T LTD)

Web Master
• Major responsibility was to work on static and dynamic sites
• To take care of department in absence of web manager
• To manage web hosting
• Work in customer support during internship

The University of Lahore www.uol.edu.pk

Education
Masters of Sciences: Computer sciences as majors

• Among top ranked universities in Pakistan
• Ranked among the top 500 universities of the World (Times London & QS)

Trainings
• Service Excellence Culture by Rounds UK ( David Rounce)
• Basic customer services skills by Warid Telecom
• Excelling in customer services by Konsultants
• Managerial Competencies by Warid Telecom
• Training of Trainers by Warid Telecom
• Basic customer services plus by Mobilink GSM
• Unleash the leader by Mobilink

• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).

• More than 3 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
• Possess solid computer skills.
• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
• Ability to train, motivates, and supervises customer service employees.
• A team player, acknowledged as “Total Quality Customer Service Professional.”
• Develop plan, conduct audits and analyses reports accurate staffing
• Expertise in resolving escalated customer service issues.
• Secured company achievement awards for delivery of exceptional customer service