خلاصہ

Mobilink GSM (PMCL) Lahore, Pakistan
October 2009 - Present

Current position
Associate (Support Centre LHR)
Coordinator (Network Complaint Unit)
Job Responsibilities

To extract the network related complaints of the customers logged by front end agents from all POCs and distribute the workload to the team members
To identify and resolve the technical issues of the extracted complaints
To coordinate with concerned departments i.e. technical, IT,OMT and all other related departments to get the customers issues resolved within or before the define TAT
To keep in touch with the customers via SMS or call and keep them informed about the progress of their complaints
To take the final feedback from the customers once the issue is completely resolved
Follow up of high profile customers complaints
Responsible for making daily monthly network related reports
Identifying and escalating issues to relevant departments

To Create weekly monthly issues related analysis reports
To Coordinate with RF team, NOC team, QOS team, VAS teams etc. for an earlier resolution of corporate accounts issues (network related)
To Resolve nationwide High Impact issues and major service degradations after having coordination with Technical teams
To Resolve IR Complaints of high profile/revenue based customers only(Data Speech)
To handle Nationwide adjustment postings of free minutes/SMS/MBs to customer accounts



Customer Care Representative (Call Center)
Associate 2009 - 2013

Job Responsibilities

To Provide support to the CC team, ensuring that all service objectives were met
Responsible for online customer services at helpline
To Handle customer quires and complaints online and make the pave to concerned team for issue resolution
To assist in the training of new customer service representatives.
Provide information to the customers regarding their account, new product, and promotions.
Proficient use of CRM SIEBEL and efficient usage of systems like E-front etc.
Devise policies and methods of up selling and out bound processes.
Forward Network related complaint(s) to respective department(s).As a CSR I tackle different types of minds according to their mentality and class level.


Project Base Rotations (Main Office)

Job Responsibilities

Processing the cash refund of sale returned customers after calculating their debit or credit balances and adjustment against their numbers
Authorized signatory for the payment of balance to the customers through finance department after sale return
Unauthorized Usage Numbers Blocking.
Tax Certificate issuance.