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Managing a customer service team with the objective to provide exceptional customer services for our esteemed consumers and first contact resolution to their complaints. Meeting high performance KPIs with thoroughgoing scores and energetic competition between Business Centres are the allures of this position. Daily work can be well weighed by following some points.

• Effectively monitoring and managing day to day operational activities.
• Investigating and escalation of consumer`s complaint to relevant department.
• Ensure first contact resolution for all walk-in consumers.
• Ensure to resolve all complaints with in turnaround time.
• Review of consumer complaints data on daily basis and escalate issues.
• Meetings with all support departments for better coordination.
• New Electric connection provisioning.
• Ensure to play operative part for recoveries and revenue generation.
• Successor planning and people development.
• Ensuring 100% results of all customer service based KPIs.
• Ensuring maximum score in customer automated surveys and NPS.

I have Worked as sales executive with added responsibility of sales tool application
management and trouble shooting. Monitored the real use of application by all sales executives and report the problems to relevant departments. Unlimited and assorted learning opportunities were the key magnetisms of that job. Following points briefly describe that job.

• Achieving sales targets of each category (telecom, IT, Home Appliances)
• Monitoring and reporting of sales activities efficiently.
• Effective Merchandising and price tagging in assigned categories.
• Performing Inventory and stock management.
• Eye catching displays of newly launched products and schemes.
• To help customers in return and exchange of products.
• Strong Follow ups of later delivery orders and advance booking.

As a Team Lead my responsibilities were to guarantee the condescending standards of customer services for our valued customers. To meet 100% sales targets of new connection and cellular devices. Monitoring and Executing the company SOPs, 0% churn ratio, first contact resolution and achieving maximum KPI scores were the noteworthy duties of that role. High performance corporate environment was the main distinctiveness of that job.

• Development of a high performance and accountability culture.
• Worked meticulously with training departments for technical skills development of team.
• Condense IBC traffic and minimize churn ratio to 0%.
• Solid follow up and coordination with back end department.
• Ensure all individuals accomplished their assigned sales targets.
• Engendering diverse ideas to boost up the service level of business centre.
• Ensure usefulness of customer walk in management system.
• Black berry related queries and complaint handling.
• Assisted branch manager in different assigned tasks by management.
• Random activity monitoring to ensure error less complaint and service requests routing to concern departments.
• Task delegation to subordinate as a part of successor planning.
• Categorizing the improvement needed areas of each team member and recommending them in TNA programs.

As a CSR in contact centre I worked in fast pace lively contact centre environment where avg call answer count was 300 throughout the month. Ensuring 100% scores in prominent level and individual contact centre KPIs. Discipline, Time Management, Stress Management and Effective communication were the main learning prospects in that role. Following is some highlights.

• Attaining the KPIs of Average serving time and wait time.
• FCR for all inbound calls.
• Ensure to communicate complete and precise information to customers.
• To meet upselling of VAS bulls.
• Consumer mindfulness about new and existing products.
• Act as back up team lead in the absence of supervisor.
• Random call evaluations of team.
• Prepare reversals of marks in monthly QA reports.

As a Telesales and marketing officer my responsibilities were to recognize the new business opportunities and generating leads to achieve the sales targets. Client follow ups and relationship building for lead generation was the major learning. Following points well describe the role.

• To meet quarterly and yearly targets.
• Assist customers in selecting best financial solution as per their requirements.
• Network building for incessant and referral sales.
• Ensure appropriate and expedient disbursement of the cases.
• Ensure 6 consecutive installments to be recover before handing over the case to credit & recovery department.

I have worked as CRO/Cashier with responsibilities to ensure correct cash
handling, taking dine in and take away orders and upselling the ongoing deals to
customers.

• Safeguard a friendly and customer oriented style to all customers.
• Upselling the best deals as per customer needs.
• Cash handling of all orders.
• Event management of birthday and school events in restaurant.