I am an enthusiastic, customer oriented service & support specialist. With over 15 years experience in customer facing environments in multiple industries, I am adept at maintaining hospitable environments and ensuring the satisfaction of customers. Having spent many childhood years competing in public speaking competitions, I have honed my communications skills from an early age. As such I feel comfortable engaging with people from all walks of life.
Worked as a collection Officer for the Matrix, a USA based workers compensation med legal bills collection campaign
Hired in the campaign of foodpanda APAC for chat & email support, dedicatedly served in a fabulous learning environment at a fast growing and international organization.
Hired as Content Writer, was deployed as a CSR initially in the call center, rose to the position of Head of Customer Support.
Having three increments and promotions in the first year only, was appointed as Head of Customer Support was given responsibilities of managing in-house call centre agents till Feb 2014 later to which handling CSR team at an outsource location till 2015, and back to managing them in-house, managing caller services in coordination with telephone operators (PTCL, Telecard, Mobilink & Zong), coordinating in having P2P connection with outsourced call center running smoothely, responding to three official email accounts (info@homeshopping.pk, admin@homeshopping.pk & support@homeshopping.pk), heading all technical related matters of customer queries, providing after sales services, coordinating with the management in handling all support related matters of the company, managing technical squad and lab experts, responding to customers queries on phone, email, live chat and skype. Training of CSR’s and new employees, creating comfortable levels of understanding nature of business to all employees, assisting customers in their problems related to any department, managed Mobilink PABX services (Smart Office), managing Zong PABX services (Office 360), creating and managing support tickets on ASANA software. Assigned an extra task of hiring new talent and hired three HR Managers and my support team several times. Creating and overseeing content published on social sites like website, face book page, twitter and Instagram page. Creating support tasks on daily basis for the team to resolve the issues of customers and keeping a follow up for the completion of the task.
Job responsibilities included streamlining the matters of the Trust under the streamlining and adaptation program. Created all computer based office record of the administration, management and accounts departments. Re-designed the formats of letter heads, envelopes and publications, re-designed and re-created the profile and successes of the Trust, made various project files, wrote publications for the Trust including brochures and handouts, worked on website project (included official email facility, member log in facility, data backup, basic and advanced information on the site), coordinated in the opening of the bank account, prepared agenda of the NGO, conducted correspondence on behalf of the organization, supervised project matters, conducted annual farewells and get together programs.
Job responsibilities included mainly handling reception tasks, handling PABX, creating computer formats, preparing Examination papers, delivering practical lecture to classes for Computer Software, handling school matters of management, assisting the Clinical Psychologist in her appointments with the clients, assisting the institute in various projects of psychological & behavioral grooming of employees as per social and professional requirements.
Job responsibilities included Office administration, managing student fee, payrolls of the employees, investments, donations & day to day expenditures. Reporting to the Director for day to day operations. Conducting lectures for English language, Assisting the Director & Principal for timely meetings, overseeing curriculums, hiring new talents for up growth of the school.
Job responsibilities included mainly reception, dealing with clients for cash & diagnostic test reports, working on medical software for report typing & printing, administration of reports, Employee personal files, business review report of 3 Regional Collection Centers with Head Office, coordination with marketing team for campaigns & other marketing support.