PTCL(Pakistan telecommunication company limited)
Contact Center     Feb 2009 - 2019

Worked as Coordinator of Complaints & Fulfilment department


Ensured accomplishment of new sales orders
Accomplished the task - retention of customers
Accomplished the task - social media complaints
Established daily reports on products & provision of services
Ensured compliance with ISO 9001:2008 standards
Established fortnightly reports on verifications of faults & new order registrations
Established regional performance reports & comparative analysis
Followed up with regional and other support teams
Followed up on complaints of after sale services


Worked as Coordinator of Billing Delivery Compliance & CVM Team


Managed complaint task & team of duplicate bills by post and emails and ensured fulfilment of customer requirements to close the complaints as per company point of view with in TAT
Managed the task of connection restorations by ensuring timely coordination with different stakeholders
Managed team of CVM staff by maintaining floor decorum & task management with workforce management department


Worked as Validation Support Agent in Compliance


Managed Validation of new orders
Established email correspondence with regional & internal stakeholders regarding order validation


During this period, I also worked in In-Bound Department as “Customer Service Executive”


Accomplished the task to provide information and guidance to customers over the in-bound calls
Handled the Complaints of Customers over the in-bound calls
Accomplished the task to up-sell new products/services over the in-bound calls
Retained the customers from churn over the calls