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Provide technical support on
Astra / VOIP / IVR & PaBAX
SQL 2008 / 2012 / 2016
Port forwarding on BT, Dreytek etc Routers
Microsoft Maps / GPS Support
Microsoft Directory Services
Database and SQL
Fleet Management Software
Google Maps, API & Integrations
CRM (Customer Relationship Management) systems
Intranets and Secure Applications
Content Management Systems
Ecommerce Applications
Graphics Designing
System Integrations
Web Portals
Online Payment Integration
PDA and VOIP

Catering UK and British Virgin Island customer, working on LMS and ERP.
Refunds- Stripe and CC chargeback reversals- Bank disputes reversals including PayPal.
Sales and support via Calls Live chat tools TawkTo and Zendesk emails.

Risk Analysis, Refunds, ERP, Crestal Reports, Payments, Sales and Quality Control.
Calls evaluation- Chargeback reversals Stripe PayPal and Bank complaint

Email correspondence with US based customer's, USPS and UPS postal checking and refunds.

NMS Monitoring and Huawei M2000 remote access, Port forwarding, WAN Ip, Live IP, Coverage checking

• Handling the team of Customer Service Executives, helping them to conduct their Duties in a smooth and disciplined manner.

• Daily, Monthly & Quarterly reporting to the client regarding the operations.

• Initially started with two domains (Inbound Support / L2) in QUBEE campaign.

• Working on CRM & fetch reports via CRESTEL reports.

• Working on QUBEEZ (Client WEB Based Application) Track Sale Lead Tracking, Bill
invoices Inventory reports & CPE Provisioning.

• Email escalations and fulfill management assigned tasks. Maintaining assigned SLA.

• Promptly respond to the management level and agent level escalated cases and
give solution on priority.

• Monitors call performance of team members to ensure customer service is in line

with Client's standards.

• Coaches associates to acceptable or higher levels of performance according to

current performance standards.

• Maintains the management of call center operations to ensure the achievement of

service level goals and objectives.

• Runs and uses reports needed to manage associate and call center performance.

• Mentors and trains new call center associates to ensure exceptional customer
Service.

• Stays informed of process, procedure, and policy changes to appropriately

Communicate and hold the team accountable to current expectations.

• Managing a team of 20 Members and their daily basis evaluation reporting.

• Training and development of staff. Motivation, leadership for a team and developing future leaders.

• Sustained SLAs and Abandon threshold to provide customer support beyond excellence.

• Participated in meetings and coordinated with different departments at Qubee to formulate a comprehensive strategy for providing Exceptional customer support and back office services.

• Compliance & Quality Assurance: Ensuring that all compliance guidelines are met based on Client and company constraints. Involves coaching team managers and agents by analyzing their current skill set. Involved in random sampling where the agent is monitored and Feedback is given. Projecting overall analysis of campaign trends i.e. errors or straying from set constrains. These reports are then sent forward to be viewed and acted on by higher management.

• Meeting with Different department in order to stream line pointed issues.

• Develop daily task priorities for the team and dispense it to the team members.

• Prepare and conduct weekly product related quizzes including latest product updates.

• Ensure call standards are maintained with respect to greeting, problem identification, proposed solution and conclusion.

• Talking staff/clients through a series of actions, either face to face or over the telephone.

• Troubleshooting system and network problems and diagnosing and solving hardware/software faults.

• Provide problem analysis and resolve client issues with the aid of available helpdesk tools.

• Client Network Engineers Support team interaction for requisition of coverage needs.

• Client higher management meetings for support the program with ideas & experience.

• Client Sales Support team direct interaction for improving promotion & packages.

• Call Center Operations.

• Credit Control & Billing Operations.

• Customer Care technical operations.

• Retention & Churn Management.

• Analyze & troubleshoot all the possible needs by the customer as technical assistance .i.e. Wi-MAX, Wi-Fi, Dongle & Shuttle Devices.

• All other reports as and when required by the management & Client.

• Upgrading WIMAX Devices of Siemens QUBEE frequency plan.

• Binding Wimax based modem with nearest BTS.

• Coordinating with backend departments for resolution of complaints/issues.

• Analysis of any unplanned outages.

• Trouble shooting and Solving customer's internet and network related problems.

• Working on CRESTEL Reports Tracing & Tracking Complaint and records for the customers.

• Working on QUBEEZ (Client WEB Based Application) Track Sale Lead Tracking, Bill invoices Inventory reports etc.

• Trouble shooting and Solving customer's internet and network related problems.

• Configuration and installation of customer Applications.

• Installed WIMAX Based Devices Indoor Outdoor.

• After sales support via Team viewer or VNC.

• Upgrading modem firmware remotely or by a physical visit.

• Installed Cisco VOIP certificates in MOTOROLA devices in Karachi Region.

• Configuring WIFI routers, HUB, Switch, ODU, and JUNIPER ODU.

• Launch team Member

• Played an integral part in selection and building out of franchise network in khi.

• Closely worked with engineering/marketing/ admin department ensuring a smooth
launch of the company.
• Developed and executed several sales driven strategies, maintaining a figure of 150
sales per day from Karachi.
• Managed a team of 4 franchise coordinators and sales team of 19 franchise outlets in khi.

• Ensured that all sales and business development interactions are professional, effective and mutually beneficial to both customer & company.

• Maintained a current knowledge of industry trends, opportunities, and market Intel on competitors to support identify opportunities for business development.

• Generated several BTL activities to generate sales push.

• Launched Sales & Service Operations department in South, with a force of 23 officers providing end to end Customer Services.

• Providing operational support to all direct sales, Dealer’s network, Franchises and

Business centers.

• Did right sizing and evaluation for training requirements for individuals.

• Ensuring proper and smooth flow of information within the Support department.

• Ensured that customers are provided full advocacy and support through all stages of business relationship

• Ensured that engineering, R&D and Marketing teams are well informed of issues faced by customers through continual feedback and communication.

• Worked closely with Sales, Engineering, Finance, and other departments to ensure well-coordinated operations.

• Conducted various trainings on ‘WIMAX’ for direct sales team, franchises, dealer’s network and front line customer service officers in South.