Comprehensive Technical Support: Provided exceptional technical support through a diverse range of communication channels, including Zoom, TeamViewer, Phone, Quickassist, Freshdesk, Email, and Live Chat. Conducted effective product demonstrations, empowering clients with the knowledge to maximize their system utilization. Conducted tailored training sessions for trainers to ensure proficient product understanding and efficient user training.


End-to-End Client Onboarding: Led comprehensive onboarding processes for new clients, encompassing Kick-off calls, Product and Software Demos, and Workflow Workshops. Facilitated open dialogues to optimize workflow strategies, aligning solutions with client objectives for optimal outcomes.


Strategic Client Account Management: Collaborated closely with cross-functional teams including Development, UI/UX, Mobile, Database, and Web, fostering continuous product improvement based on client feedback and industry trends. Leveraged strong interpersonal skills to cultivate lasting client relationships.


Rigorous Quality Assurance and Issue Reporting: Thoroughly tested web, iOS, and Windows applications, meticulously identifying and documenting issues and bugs for prompt resolution by the production team. Contributed to the enhancement of software reliability and performance.


Efficient Query Resolution: Skillfully addressed client and end-user inquiries, offering swift and accurate solutions to diverse product-related questions, thereby enhancing customer satisfaction and engagement.


Insightful Performance Reporting: Produced insightful usage reports on a daily, weekly, monthly, and yearly basis, providing the CEO and Board with comprehensive insights into product utilization, trends, and key performance indicators. Contributed to informed decision-making and strategy development.



 

 

 

Successfully managed a diverse portfolio of 28 clients, serving as the first point of contact for customer inquiries. Demonstrated exceptional problem-solving skills by addressing concerns related to issues, refunds, direct deposits, and disputes, ensuring swift resolutions and heightened customer satisfaction.
Proficiently navigated the OTRS ticketing system to handle customer inquiries, efficiently tracking and resolving issues. Closed escalated tickets and supervisor's cases, showcasing an aptitude for handling complex situations and contributing to customer retention.
Collaborated seamlessly with the IPL team to facilitate the seamless assignment of tickets to the appropriate field engineers, streamlining issue resolution processes and minimizing response times.

Recognized for consistently outstanding performance, achieving the coveted "Employee of the Year" award in 2018. Garnered additional accolades as "Employee of the Month" on over 10 occasions, highlighting dedication and commitment to exceptional service.



Elevated to the WFM team in 2018, taking charge of Omaha, Montreal, and Lahore traffic. Skillfully managed payroll operations, incentives, and weekly/monthly Service Level Agreement (SLA) reports, ensuring accurate and timely compensation for employees.
Leveraged real-time statistical data and reporting to optimize resource allocation and enhance operational efficiency, contributing to the achievement of performance targets.
Demonstrated adeptness in attendance tracking and scheduling, maintaining optimal workforce levels to meet fluctuating operational demands and enhance team productivity.
Crafted comprehensive weekly presentations, showcasing key performance metrics, trends, and strategic insights to stakeholders, fostering transparent communication and informed decision-making.

Working as floor supervisor.
Managing drop shipping orders from website and amazon.
Company exports salt lamps, table fans, eating salt, fireplaces, decoration items to US, Europe and Australia.
Taking care for shipping the Merchandise from Factory to US and from US to end user, warehouse and stores.
Close interation with agents to release the container from port.
Ensuring timly loading and unloading to avoid extra charges at warehouse.
Also handling refunds, disputes for drop ship items.
Managing Customer support team of 14 agents.

Managing Team of 11 people. Evaluating live and recorded calls.
Weekly refresher sessions.
Training new employes.
Making procedures and scripts for new projects.
Weekly and Monthly reporting for clients and managment about progress.
Helping operations team to improve quality of customer services.

BPO Officer /Backup Team Lead.
Call the banks for payoff statements. Insurance comapnies to get Proof of Insurance and also call brokers with best pricing to get Title searches and prepare HUT for Mortgage.
We use to work with Linear Title and closing and WFGLS.
Making reports by end of day.
Working as Team lead in absense of our Supervisor.
Weekly Presentation of the project to client.

Making appointments for CEO.
We were dealing in Financial Planning of Physicians only in USA.
Direct interaction with clients via email and phone calls.
Managing all reporting aspects of the campaign.
Managing quality assurance, tracking and recording daily activity.
Ensuring standrads related to productivity and time managment.

Worked as CSR, helping customers with their questions, issues and guiding them accordingly.
Nominated as employee of the Month Twice.
Helping customers with their issues related to DSL.

Worked as Free Lancer for Lufthansa Air Line.

Worked as Tele Sales Representative.
We were selling Security Alarm Systems to customers in Canada specially in Ontario.
Acheiving monthly, weekly and daily appointment setting and sales target.
Making report by end of day and follow up with customers regards to their problems.
Conduct a feedback survey by calling customers.

Worked as Customer Relation Officer.
Installion of PCO's.
Recharging their accoubts.
Helping customers through phone call.
Helping sales team to get more business.