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Summary
Customer care specialist with 14+ years of experience in Contact Centers, People Management, Quality Assurance, Training and Team Building as well as Operations & Admin related domains.
Experience
Care & Service Operations Manager
Manager Quality Assurance and Standardization
Assistant Manager Quality Assurance
• Managing a team of 15+ QA Analysts
• Responsible for their adherence, productivity, training and grooming
• Weekly & monthly management reporting & day to day assigned tasks from management
• Sales verification on Spectrum, Frontier, Hughes Net, AT&T, Team Viewer, Vitamin World (International Projects)
• To ensure customers are being handled as per SOPs
• Working as organization wide(Lhr, Khi & India) POC for sales verification projects
• Responsible for all process related communications, disseminations, updates and red books to be rolled out
• Responsible for enhanced customer experience by achieving desired scores for QSL, CFL & NPS
• Evaluation and training of new inductions and their onboarding
Assistant Manager CS Operations
• Helping to build good customer relations
• Recruiting CS staff and doing appraisals
• Facilitating Customer Satisfaction Surveys for all Customer Care touch points through regular spot checks
• Assuring the achievement of monthly Quality Service Level to the threshold set by higher management
• TNA based Training and Development of CS staff
• Handling queries & complaints of internal and external customers
• Follow up pending customer issues and ensure resolution
Quality Assurance & Training Specialist
• Preparation of TNA's through Call Evaluations, Spot Checks, Customer Satisfaction Surveys, NPS, Mystery Shopping etc.
• Design, Develop & Deliver Trainings (Soft Skills, Motivational, Behavioral & Product Related) for Contact Centers, Business Centers, Franchise Staff, Retailers & Newly Hired Staff
• QA Analysis of all Customer Care Touch Points, Back end Teams, Jazz Sale Point channels and Corporate Account Managers
• Assuring the achievement of monthly Quality Service Level to the threshold set by higher management
• Facilitated Customer Satisfaction Survey for all Customer Care touch points through regular spot checks
• Provide ongoing support in achieving Zero % Error Level in all Quality Analysis Reports
• Training of nationwide Customer Care staff on newly launched products, processes and systems at Mobilink
Team Leader Outbound Operations
• Planning & execution of Upselling and Cross Selling campaign
• New postpaid sales campaign, attracting new customer from all networks through striking offers
• Proactively provide coaching and developmental opportunities that continuously build and expand to both individual and team capabilities
• Motivating and coaching internal sales team to achieve business sales targets
• Helping and supporting team members to achieve individual and team’s KPI's
• Developed tailored selling skills through continuous training, coaching and simulations
• Enhanced customer handling skills through live monitoring and online feedback techniques
Team Leader Contact Center Inbound
• Trained CSRs and new hired staff and contributed to significant improvements in customer satisfaction and experience
• Manage, coach and develop my team members effectively in order to deliver the highest standards of customer services and maximize individual/team potential
• Ensure highest level of customer services and controlled productivity stats from team
• Provide regular feedback to my team to overcome their deficiencies
• Groomed individuals by assigning different responsibilities and targets for next level
• Monitoring Random Calls to improve quality minimize errors and track operative performance
• Resolve issues of the customers through coordination with different departments
Customer Care Representitive
Education
University of Central Punjab (UCP)
Skills
Languages
Endorsements
Abdul Sheikh
Hassan is someone you can always trust. Great values, gets the job done, highly recommended! He is gem of a person