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概要
I am very hard working and honest man with around 16 years of versatile experience in customer services, Office administration & Business development fields. Also, I have completed Master’s degree (MBA-Executive) in Marketing / Management. I started building my carrier from scratch and now I am working as an Assistant Manager, Support. And I am still open to learning and keep very positive attitude toward work. Recently, I am performing duties as Sr. Support Specialist at Contour Software. Before my current job I was working with Vopium As. I have also worked with Warid Telecom as Customer Care Executive and with Telenor for 5 years, as CSR and franchise supervisor.
项目
工作经历
Sr. Support Specialist
Working as Sr. Support member in a team and providing Level 2 support to clients.
My major responsibilities are:
I. Taking Escalations.
II. Assigning cases to team members.
III. Managing Reports
IV. Sending Approvals to Clients
Tools I use here: Sales Force, Center point, closed loops, Microsoft Office (Ms Excel) and Jira
Support Lead
Worked as Assistant Manager, Support. Acting as liaison with Business Development and
Marketing team. Also, looking into fraudulent activities.
My major responsibilities are:
V. Manage overall Customer Support Operations and ensure department meet performance KPIs.
VI. Providing support to our B2B clients and taking escalation of (B2C) vopium end users.
VII. Provide quality assurance for our application, website issues by discussing them with developers.
VIII. Proposing SLAs / SOPs to Internal Departments, Business Partners and Service Provider.
IX. Monitor fraud activities as per defined SOP designed by fraud prevention team.
X. Provide and arrange for different set of trainings for support teams including product/service training, skill development etc.
XI. I also look after for my team’s operational concerns. (Roster, leaves issues etc.)
Tools I use here: Kyoko Fusion, OTRS, and Microsoft Office (Ms Word & Ms Excel)
Customer Services Officer
Data Entry Supervisor
学历
Virtual University of Pakistan
University of the Punjab
Government College University
Cathedral School Hall Road, Lahore
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Nouman has advanced analytical skills. Can process a lot of information and make it seem easy.
