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概要
Results-driven and self-confident QA & Operations professional with solid, verifiable track record of success as a top-performer. Over 3 years of successful Customer Service + Sales/Upselling + more than 2 years Quality Assurance experience
Formerly associated with IBEX Global Pakistan Ltd (A TRG Company) as Quality Assurance Advisor; fair understanding in increasing revenues, understanding of client business, developing profitable and productive business relationships, coordinating with internal & external stakeholders, building extensive client base and market development.
Successful in identifying opportunities for accelerated growth and skilled problem-solver with record of accomplishment in developing and implementing solutions to multi-faceted challenges. Experienced in synchronization with customers; implementing procedures and service standards for business excellence
项目
工作经历
Quality Assurance Advisor - CIQ
Responsibilities in Outsourced Operations of TPL Direct Insurance & TPL Trakker Ltd:
• Gather and analyze data in support of potential business cases, proposed projects and business requirements
• Evaluating/grading inbound & outbound calls for CS & TDI
• Conducting Situation Based Trainings within teams
• Managing Process documentation & client side updates
• Carrying out Monthly product knowledge quiz
• Provide business intelligence/reporting that assists the teams in generating optimal performance
• Identify gaps in information, processes and agents training to increase revenue numbers of renewal cases
• To ensure accuracy in Motor Insurance Claim Intimations in System
• Provide insight into correlation between evaluation criteria and quality results, to recommend changes necessary for continual developments of the agents
• Manage monitoring database, which includes reporting on trends, agents, teams and centers as it relates to quality monitoring of both voice and non-voice interactions
Reports:
• Daily QA Activity overview
• Daily Quality Evaluation Report (Internal/External)
• Weekly Focus Areas & PIP and PAP (low performance report on QA basis)
• Oscillation in Quality Index (Regular alarms to manage any abnormality in performance)
Sr. Customer Service Executive- TPL Trakker Ltd
Responsibilities/Accomplishments:
Able to Inbound + Outbound Customer Support to TPL Trakker Customers
Managed TPL Help Desk which includes core functions i.e.
o TPL Trakker Welcome Call
o TPL Trakker Security Briefing Call
o TPL Trakker Complaint Resolution Desk
Achieved the task assigned related to NR domain convincing customers in-house for conversion purpose for Redo/Check-up & maintenance of vehicles using Trakker Products (Assist , Secure, Insure) by making outbound calls and taking the follow-up of their vehicles.
Followed the trend of upselling of product (TEWP – Trakker Extended Warranty Program / AJF – Anti Jamming Feature / CMC – C-Track Migration Campaign) to the customers.
Customer Service Executive-Operations - QUBEE Pakistan
Responsibilities/Accomplishments:
Provided online support to QUBEE Customers through QUBEE Live Chat Service Channel.
Provided inbound customer services to QUBEE Clients which includes
o Smart technical assistance
o Activation of accounts
o Upselling of Other Internet Products / Packages
o Handling Irate Customers with Expertise
o On Call Trouble Shooting
o Briefing of QUBEE Products / Services to Potential Callers
