Efficiently handle a team of 18 Customer Care Representatives.
Liaison with Top level management (RBH,RCCH,ECM) informed with departmental activities & changing market trends as per customer requirements.
Analyze performance statistics of Experience Center and making decisions to ensure that monthly & yearly performance KPI are 100% meet.
Effective liaising with cross-functional teams for smooth operations & timely complaints resolutions.
Recruits, interviews, tests, and selects employees to fill vacant positions.


Overall support to all team members in form of sharing maximum knowledge regarding products, systems, policy & procedures (SOP)
Provide coaching, training & developmental opportunities for the team members as per requirements.
Prepares employee separation notices and related documentation, and       conducts exit interviews to determine reasons behind separations.
Capacity planning (i.e. number of CSRs for each shift)
Ensuring optimal utilization of available resources.
Stock/Inventory Management of Experience Center.
Daily shift management
During COVID worked with Communication Unit department for resolving customer Issues & providing solution through emails.

Sales & Support  

Successfully meeting the monthly/yearly assigned Sales Targets of Jazz Experience Center including (Postpaid Sales, Prepaid Sales, Devices & Handsets)
Increase in Revenue Generation by Adding Prepaid/Postpaid Sales, Handset, Devices, Bundles & VAS upselling.
Supporting my Team in completion of monthly Targets.
Dealing with Corporate Customers & resolving their Sales & Services Queries/Concerns.


Frequent visits with @ Jazz Franchises & resolving their Issues.

Handle walk in customers (Individuals & corporate), resolving their queries or complaints etc… by providing them best possible solutions & ensuring 100% customer satisfaction.
Floor Greeting & Management
Handle various Value Added Services Project for marketing and report to brand manager
Helping Team Leader in taking different decisions

To hire, recruits and interviewing skills to identify staff vacancies and select candidates for open positions.
Training and Development of New hire staff.
To evaluate and rate performances of CSRs and Technical Team.
To submit reports comprising daily activities, critical analysis and complaints.
To keep Higher Management updated about changing market trends.
Handling irate customers.
Capacity planning (i.e. number of CSRs for each shift)


·         Daily shift management

·         To co-ordinate with the Technical support.

·         To receive calls from customer throughout Pakistan.
·         To provide them best possible solution.
·         To ensure time management as well as total quality management.
·         To update customer with new policies announced by the company.

·         Worked in American Express Card Business.
·         Sale of American Express Credit Card.

·         Worked in American Express Card Business.
·         Sale of American Express Credit Card.