A highly organized and committed professional with an ever-deepening knowledge in the
field of Programme Management and Marketing.
Responding effectively to high volume customer service related telephone calls.
• Managing business related information files, attended phone calls, greeted visitors, composed
official letters and maintained the Director's schedule.
• Liaising between senior management, employees and customers.
• Scheduling meetings, appointments and acquiring meeting spaces for the C.E.O. and sent him
reminders of such meetings.
• Assisting advertising open job positions, screening of resumes and coordinated with management to
set up interviews.
• Coordinate with IT department on all office equipment
• Performing many additional tasks assigned by C.E.O.
• Assisted in organizing the company events
• Assisted in developing marketing strategy for the trainings, workshops, seminars and events of
company.
• Managing and maintaining training & development projects records.
• Serving as focal person to assist in proposals, drafting, editing, and ensuring final production of
proposal/documents for submission to donor and corporate clients
• Providing Support & assistance to organize, trainings
• Represented ASK in different business forums
• Maintained positive Public and Media Relations & created PR campaigns to bolster a company or
product’s image or may create promotional materials to distribute to customers.
• Developed the marketing strategy for the company in line with company objectives.
• Co-coordinated marketing campaigns with sales activities. Overseeing the company's marketing
budget.
• Proposal writing, design, and formatting of all documents related to proposals and projects.
• Writing Reports of different projects, concept notes, minutes of the meeting.
• Ensuring consistency and accuracy for each document according to set style guidelines and clients
requirement.
• Organizing training, distribution of Training materials, monitor trainee in training, support trainer in
training.
• Maintained positive Public and Media Relations & created PR campaigns to bolster a company or
product’s image or may create promotional materials to distribute to customers.
• Developed the marketing strategy for the company in line with company objectives.
• Co-coordinated marketing campaigns with sales activities. Overseeing the company's marketing
budget.
• Proposal writing, design, and formatting of all documents related to proposals and projects.
• Writing Reports of different projects, concept notes, minutes of the meeting.
• Ensuring consistency and accuracy for each document according to set style guidelines and clients
requirement.
• Organizing training, distribution of Training materials, monitor trainee in training, support trainer in
training.
• Sustained good relationships with clients so that the business can capitalize on the value of those
relationships
• Identified key acquaintances at potential client companies to establish and raise relationships
• Participate in one-on-one meetings with clients to explain services to guide their choices
• Comprehended the problems and challenges of clients and identified ways the business could better
address those needs
• Grow the business by identifying new sales and business development opportunities
• Pursued opportunities to cross-sell or upsell to existing clients
• Monitored and assessed the activities of our competitors to proactively satisfy and retain clients
• Provided excellent service to maintain a positive reputation for the business
• Resolved customer complaints promptly and professionally.
• Maintained a positive, empathetic and professional attitude toward customers at all times.
• Responded promptly to customer inquiries.
• Communicated with customers through various channels.
• Acknowledged and resolving customer complaints.
• Kept records of customer interactions, transactions, comments and complaints.
• Communicated and coordinating with colleagues as necessary.
• Provided feedback on the efficiency of the customer service process.
• Managed a team of junior customer service representatives.
• Ensured customer satisfaction and provide professional customer support.
• Responsible for Sale Rectification.
• Assuring that all calls are closed according to standard operating procedures developed by the
Client or Quality Assurance Department.
• Handled the customers transferred by the new agents and provided them with the required
information about the company product and services.
• Met the Daily and monthly sales targets.
• Maintained records of potential customers and follow ups.
• Generated complaints and transmitted it to relevant department.
• Received international incoming potential calls converted into sales.
• Asking questions to engage customers and keep the conversation going.
• Listening to the customers'' needs to generate repeat sales.
• Gathering and documenting customer information, payment methods, purchases, and reactions to
products.
• Keeping up to date on all products and informing customers of new products.
• Answering customers'' questions on the products.
• Meeting sales quotas.
• Contacted clients for follow-up and retention
I have successfully completed my Thesis/Research Project title "Investigating the impact of customer services & service quality on customer satisfaction- a case study of the telecom sector of Pakistan". This was a partial requirement for the award of Degree i.e. MBA. Research was quantitative in nature & random sampling was used.
I received a certificate for my excellent performance and was among the top 20 CSO's in Contact Center. Got this Certificate from Manager Operations & HOD Contact Center.
I was awarded an appreciation letter from Director Customer Services for performing outstandingly and meeting the desired KPI of the contact center. It was an honor that out of 980 CSO's, I was the one getting this letter from our Director Customer Services-ZONG HQ.