Jawad Khan - Branch Manager - Zenith Associates

概要

 Versatile and highly accomplished professional offering over 8 years of experience in the areas of supervision, quality assurance, Accounts and customer care in the telecommunication sector.
 Skilled in managing and directing the daily activities of contact center agents with an ability to work as an information source to answer all queries of agents; Manage Accounts & sale on Daily basis, assigning tasks, following up and providing instructions as needed.
 Implementing and executing successfully company's policies and goals by closely working with the managers resulting effective operational excellence, improved work ethic, culture, and performance.

项目

CCNA Certified Network Associate

Certified Training in Management through Harvard Institute

工作经历

Branch Manager

Zenith Associates

Feb 2015 - 代表 | Lahore, Pakistan

 Maintaining and increasing sales of your company's products
 Reaching the targets and goals set for your area
 Establishing, maintaining and expanding your customer base
 Servicing the needs of your existing customers
 Developing sales strategies and setting targets
 Monitoring your team's performance and motivating them to reach targets
 Collecting customer feedback and market research
 Reporting to senior managers
 Keeping up to date with products and competitors

Customer Care Team Cordinator

Mobilink GSM (PMCL)

Jul 2012 - Nov 2015 | Lahore, Pakistan

Associate Reporting & Analysis (Project Management Office) Jul 2015 – Sep 2015
Key Responsibilities:
 Coordinate with program leads to collect inputs for projects progress to prepare analysis.
 Design presentations for progress reporting on programs.
 Bring improvements into Contact Center Standard Operating Procedures, structure and reporting processes.
 Identify issues in current services according to their mechanics along with Testing of Pre-launched VAS

Team Coordinator July 2012 –Sep 2015
Key Responsibilities:
 Managing a team of contact center agents and ensuring achievement of the set targets/ KPIs to secure the company goals.
 Providing training to contact center agents regarding SOP and sharing workload with Team Lead and different departments like IRU (Investigation and Resolution Unit, QA (Quality Assurance) & PMO (Project Management Office).