Born Aug **, ****

Qasim Mahmood

Email: acri3g@r.postjobfree.com

Cell No:, +92-321-*******

Languages: English, Urdu and Punjabi

Objective

Professional Summary

Looking for a position in a career oriented corporate organization that provides me with challenging work environment where I can perform to the best of my abilities and play my role in the growth of the organization.

.Substantial experience and outstanding skills in managing and supervising customer service operations at Rocket Internet Carmudi.pk for more than 1 year in Lahore, Pakistan.

.6 Years and 8months worked at Warid Telecom as CSR and Backup Supervisor.

.Extensive experience in recruiting, hiring and training Customer Service Representatives.

.Possess strong and advance working knowledge in MS office packages.

.Major strengths include reporting and analysis, strong communication & coaching skills, leadership & supervisory skills, competent & strong team player

Professional Experience

Rocket Internet Pakistan (Pvt) Ltd. (April 2014 – June 2015)

Carmudi.Pk

Job Title: Customer Service and After Sales Team Lead

Major Responsibilities include:-.

Customer Service:

.Responsible for the management, organization and co-ordination of the day to day

work of a team of customer service officers

.Ensure a high level of technical knowledge within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently

.Relaying information in a concise and clear manner.

.Building customer relationships and loyalty.

After Sales:

.Assisting in the research and development of marketing programmes through consultation with internal departments and external.

.Ensure field teams are fully briefed and visiting to the dealers as per schedule

.Establish and maintaining a process at all stages that meet the after sale service requirements of the company.

.Enhance customer satisfaction by providing effective training to retail network and resolving technical problems.

Account Manager of Business Development:

.Initiating sales process by building relationships; qualifying potential; scheduling appointments.

.Creating and instilling a lead generation process both at the local level and within the broader structure of our company

.Enhancing department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

.Demonstrating initiative and enthusiasm to actively contribute to the overall business success

Warid Telecom Pakistan (Pvt) Ltd. (Aug 2007 – April 2014)

Professional Experience

Job Title: Backup Supervisor Customer Service

Major Responsibilities include:-.

Officials / Franchises Support:

.Dealing with internal customers (Warid officials, franchise staff, business center).

.Providing efficient and accurate information according to company policy.

.Managing team members in absence of supervisor on daily bases.

.Analyze different issues and escalate them to relevant department for timely resolution.

.Training of new badges

Priority Services:

.Serving the best interest of our high profile members is the goal of our Priority Service.

.Worked for the customer services of Warid for High User, Corporate and Company Accounts.

.Analyze different issues and escalate them to the relevant departments and solve them on High Priority.

.Provide support in managing the assigned team of Customer Representative of the call center.

Reporting Analyst:

.Well versed with MS Office, Internet, Oracle Software, Email and Reporting

.Excellent Team Leading, Organizing, Reporting and Adaptability Skills

.Monitor hourly agent performance and provide timely, appropriate and documented feedback or correction action to the team.

.Manage own time and deadlines appropriately. Accurately determine task duration and dependencies for own assignments. Communicate status updates to manager on a regular basis.

.Gather supplementary data from various sources; create report tables, charts, and graphs

Education & Qualification

Icon College of Computer Science Lahore 2010

Diploma in Computer Science

Preston University Pakistan 2009

Bachelors of Business Administration

Workshops & Training

Achievements

Skills & Proficiencies

Reference

oServices mentality and customer service excellences

At Warid Telecom (Pvt.) Ltd.

oServices Reverence and Leadership Training

Golden Blue Group, UAE organized by Warid Telecom (Pvt.) Ltd

oBEST OF THE BEST

Workshop Certificate by Warid Telecom

oAppreciation Letter From Warid Telecom

Committed and Loyal in a very Critical moments.

.CRM

.Customer Satisfaction

.Advanced Negotiation Skills and Customer Services Skills

.Proficient in English, Urdu, and Punjabi Languages

.Account Management

.Product Support

.ERP System Software

Will be furnished upon request

Contact this candidate