Lead Trainer. Wateen Telecom

​2010 - present

 

 

Responsible for creating and implementing training programs and overseeing the development of careers. Sets performance metrics, evaluates productivity, and helps workers create long-term career plans within Commercial Business Unit.

 

 

Quality Assurance & Service Standardization- Wateen Telecom

​2009-2010

 

•  Developing and documenting CS system and processes

• Securing processes with the concern divisions

• Monitoring the performance of CS processes across the value chain through clearly defines KPI’s

•  Responsible for maintaining process hand book

•  Responsible for maintaining/developing all processed on all levels

•  Responsible for maintaining CS Task list

•  Responsible for updating processed and other information

•  Responsible for evaluation of suggestions and maintenance of improvement catalogue

•  Responsible for achieving all target/ KPI’s set by the department

•  

 

Supervisor Correspondence & DRU  Wateen Telecom

​2008 - 2009

 

• ​ Spoke person from CS for the refund cases

•  Handling the complaints which approached from PTA

• Respond immediately and appropriately to customer correspondence with company

• Communicate closely with line mangers on development with opportunities

• Organize monthly and quarterly reports in accordance with company policy as required

• Reply to all emails on customercare@wateen.com

• Responding to customers via online chat

• Respond to letters received on Po Box 3257 Lahore

• Responding to the customer via Fax

• Provide all investigation on legal cases to legal department

• Creating reports of NFA’s , TAX Certificate and retention team’s escalation

 

Quality Assurance Executive     The Resource Group  

 2005-2007

 

Responsible for monitoring performances of CS processes across the value chain through clearly defined KPI’s. This included call audits, coaching, mystery shopping and strict adherence to company/divisional policies and strategies in compliance with the code of conduct.

 

Inbound Supervisor     Suits Me

 2004-2005

Responsible for effective queue management of shifts. Taking measures to keep abandoned call ratio and average speed of answering calls low as per standards. Using problem solving skills to handle difficult or irate clients and resolving conflicts. Insurance of Instilling contact center values in the agents.

 

Outbound Agent   World source  

 2003-2004

WWorked directly with the customers via telephone, and email to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services.