Plan, coordinate and assign daily workload to customer service team
Supervise team in providing excellent and outstanding services to customers.
Ensure that team addresses customer inquiries and concerns promptly and professionally
Resolve escalated and complex customer issues on-time.
Provide back-up assistance to team members when needed.
Anticipate customer needs and deliver timely response to meet their expectations.
Identify and resolve problems that affect customer service quality and efficiency.
Handle high volumes of customer calls and should work well under pressure.
Manage Call Center Team
Manage SLA Team
Vendor management

 Coordinate and assign daily workload to customer service team • Supervise team in providing excellent and outstanding services to customers. • Ensure that team addresses customer inquiries and concerns promptly and professionally. • Resolve escalated and complex customer issues on-time. • Provide back-up assistance to team members when needed. • Anticipate customer needs and deliver timely response to meet their expectations. • Identify and resolve problems that affect customer service quality and efficiency. • Handle high volumes of customer calls and should work well under pressure.

• Coordinate project management activities, resources, equipment and information
• Break projects into doable actions and set timeframes
• Liaise with clients to identify and define requirements, scope and objectives
• Assign tasks to internal teams and assist with schedule management
• Make sure that clients’ needs are met as projects evolve
• Monitor project progress and handle any issues that arise
• Act as the point of contact and communicate project status to all participants
• Create and maintain comprehensive project documentation, plans and reports
• Ensure standards and requirements are met through conducting quality assurance tests

Running Projects:
HBL Offsite CCTV installation Project
MCB Operation and Maintenance of Three Sites Project

• Supervise the Network Support executives team for branch network troubleshooting
• Define workflows, standardize to evaluate.
• Explore the in-depth troubleshooting technologies
• Collaboration of branch network team with the service desk-SD to facilitate the internal clients
• Management of Campus LAN users
• Manages connectivity of branches with HO
• Team evaluation on annually basis
• Time to time discussion with Senior Management for betterment.
• Billing verification of different vendors with the coordination of Finance Team
• Coordination with different vendors for rectification of faults
• Get feasibilities from vendors for new installation, shifting of links
Projects
• VOIP installation, configuration of CP-6921 at branches
• Infrastructure working at newly opened site (400 Users) of different departments serving at MCB with the coordination of core team and different vendors.
• Shifting / upgradaion of media from existing premises to new premises on demand of business

• Supervise the Network Support executives team for branch network troubleshooting
• Day to Day support to branches / offices for making sure maximum uptime.
• Conduct visits where necessary regarding media restoration
• Coordinate with M/s. Multinet and M/s. Wateen telecom for restoration of links
• Conduct visits for deployment of new links / shifting of links / updradation of links.
• Configuration of routers Cisco 1841, Juniper SSG 20 / switches Cisco 2960, Juniper Ex 3200
for new branches as well maintenance of routers / switches where need.
• Data Centre maintenance

• Give 24 / 7 support to branches / Offices for maximum uptime
• Conduct visit to branches / offices / ATMs for restoration of links
• Visit and coordinating with PTCL to develop DXX Circuits for newly opening branches / offices
• Configuration of Routers Cisco 1841 for new branches
• Coordination with different vendors (Mobilink, PTCL, Wateen, Saztel etc) for restoration of links.
• Give support to LAN users of back offices
• Date Centre maintenance

• To automate the industrial plants. Working on DCS projects, PLC Projects as well as SCADA Projects.
• To resolve the LAN Network issues on Projects as well in the office.
• Providing after sale service support to the customers.

• Software development using MS Visual Basic (Front End), Sql (Back End), MS Access (Back End), Crystal Reports
• LAN Network management
• Installation, managing and upgrading of software
• Conducting trainings regarding software