Hi There Am Muhammad

I am writing to express my interest for the suitable post with a sold background in operations management, process optimisation, and team leadership, I have been working in the industry of BPO since a long time now and it’s my passion to give the best service to the Clients. I ensure that top notch service is reached to the Clients keeping the brand image intact. 

Skills

Tech savy | Communication | Quality Assurance | Team management | Meeting deadlines | Super efficient in doing follow-ups with the client | Social media community handling | Training and coaching the CSRs | Leading internal and external team meetings with the client and other vital stake holders. | Data and report management. 

Achievements

Rewarded best employee and top performer certificates form Jazz and ibex throughout my tenure.   

WORK EXPERIENCE

HazenTech – Team Lead

Sep 2019 - Present

Analyzing the problems and providing the solutions I Provide support to clients by effective communication (Email using Outlook, MS teams etc.) I Maintaining accuracy and speed for the data record assignments I Effective communication / Interacting with clients and internal team I Making strategies and ensuring for minimizing the number of mistakes or errors, being observed and monitored on daily basis I Providing effective client service such as handling complicated queries, issues, complaints, and questions within established timeframes I Managing & completing work on daily basis I Ensuring better collaboration, motivating and inspiring the team.

ibex – Social Media Customer Service Supervisor  

Dec 2019 – August 31

Responding to the customers timely | Preparing team rosters | Coordinating with T&D for training of the CSRs with the current SOPs. | Coordinating with the CRM developers to keep the SCRM software running in its best form. | Ensuring that SL does not get hit. | Always on the foot to provide the best resolution in best communication to the customers. | Complete loop closure of customer complaints. | Generating reports from the SRCM and then reshaping them into useful data to be used for further improvising the overall customer service being delivered. 

Jazz – Business Executive

Mar 2018 – Dec 2019

Develop effective corporate communication strategies. | Manage internal communications within departments. | Foster relationships with Vendors and Client key persons. | Collaborate with the digital marketing team in order to send accurate communication to the customers and other stake holders. | Responsible for myself to achieve all targets/KPIs set by department or management. | Maintaining complete knowledge of product. | Responsible for taking all complaints/queries escalated from the entire team and keeping personal follow up until resolution of the issue on paper and in CRM.

Jazz – Team Coordinator (promoted to) Operations Support Executive 

Oct 2009 – Mar 2018

Migrating Postpaid numbers from old catalogue to new catalogue using Siebel. | Preparation of team performance and other management reports. | Automation of processes for better workforce utilisation. | Raising change requests and performs UAT (User Acceptance Test) of systems related to customer service. | Verification of documents using Lead Management System and Siebel (internal software). | Re-routing the leads when discrepancies found. | Provide hands on support of customer care initiatives. | Updating SPOC data (single point of contact) in Number Management System (internal software). | Ensuring customer satisfaction by inbound and outbound calls. | Email correspondence with CAM’s. | Execution of requests, complain handling and case study. | Screening CVs and candidates for my team.