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Manager Customer Service

Lahore, Punjab, Pakistan
35000 k
January 12, 2017

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House No-*** -B- Street No-**

Dilkhusha Near Gill Chowk Kot Lakhpat Lahore.

Contact No: +923*********

Email Id:

CNIC No: 36501-8778935-9

Marital Status: Single

Domicile: Punjab

Skype: joelwalterjohn

AIM: To excel in my field through hard work, research, skills and perseverance. To serve my parents, and my country with the best of my abilities.


Master in business administration

(in progress)

Bachelor of Arts in Humanities


Fine Arts in Humanities


Matriculation in Sciences


Total Professional Experience 10 years.

Experience as Asst. Manager HRM (2012- 2016)

I had been worked as an Assistant Manager HRM. Durinverification experience in the field of HRM.

Experienced in man power planning, recruitment, developing performance management system, developing employee welfare programs, identifying training needs and conducting trainings, employee grievance handling, developing and implementing disciplinary policies, conducting exit interview, final settlement of employees. Travel bookings/ Hotel stay for staff.

Good communication and interpersonal skills.

Well versed with People Soft.

Key Responsibility

Developing the HRM plans and policies in conjunction with the company’s over all development plan.

Overall responsibility of man power planning and recruitments.

Developing the induction programmes for the new recruits.

Working out the compensation plan and policies.

Conducting researches to study the current compensation trends in the market.

Developing and implementing the performance appraisal system for the company and co-ordinating it with other line managers.

Co-ordinating with finance department for processing of payments to employees.

Identifying the training needs, developing training programs to ensure constant learning and development of employees.

Establishing a proper organizational structure.

Developing and implementing disciplinary policies.

Developing and implementing employee welfare policies.

Developing the exit process for the employees.

Dealing with the final settlement of employees when they leave.

Maintaining good internal communication within the company.

Developing various reports for management which make it easy to make decisions regarding the current resources.


Settled the HRM department for FACES PAKISTAN company from scratch in 2012.

Recruited 25 candidates through campus placements for FACES Pakistan in 2012.

Implemented the 360 degree performance appraisal system for FACES. Pakistan in 2013


Worked as Asst. Manager – HR for FACES Pakistan from 12 sep- 2012 to Sep-2016

Experience as Customer Care Professional (2008- 2011)

Friendly, confident and promising with well-groomed interpersonal skills, possessing the ability to work well under pressure, team player, acknowledged as Total Quality Customer Care Professional expertise in resolving escalated customers issues extensive product knowledge. Ability to train, motivate and supervise customer care employees.

Started as a Call Center Agent in PTCL Telecommunication for their campaigns of sales and lead generation and gradually promoted to a Customer Services Executive. I worked in validation department as outbound customer care executive. Then i am promoted to Quality department as Q.E Quality executive.

I had been worked in PTCL for Three and a half years providing best customer services.

My Job Description as Customer Service Representative ;

oAttracts potential customers by answering product and service questions; suggesting information about other products and services.

oCustomer new line order placement by recording account information.

oMaintains customer records by updating account information.

oResolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Experience as IT Officer in School (2007- 2008)

I had been worked in St. Marry high School for one year as IT Officer. My Job Description at St. Marry School;

oMaking Slides

oPreparing paper and Notes

oProjecting Slid on projector

oMaking Attendance Sheets

oInstalling Widows Xp & 7,8

oSoftware Installing

oInternet Browsing and surfing for updating office systems

oOffice Systems (Desktop & Laptop) Data Backup for School records

oManaging staff Attendance and record keeping

oPrinting Editing

Experience in DAWN Newspaper (2006- 2007)

I had been worked as IMO (Internal Mail Officer) in DAWN Group of newspaper for one year. In this tenure I have learned to manage several task assigned by higher management. During my service there I been working with accounts Department in different task as well manage external data base maintaining record.

Professional Trainings

Professional Training



Staff Development Training

SET Centre FACES Pakistan,Avari Hotel, Lahore

30-31 May 2013

Asp-AiD training ERP Module on HR

ASP-AiD Lahore


MS Access IT Professional Training

NCRD Islamabad

19-23 May, 2014

Staff Motivation Training

Savory Hotel Lahore

10-Oct 2014

HR Management Training

Superior University Lahore


Computer Skills

oMS Office (Word, Excel, Access Power Point)

oOperating system ( windows XP, 7,8 & 10 )

oInternet browsing

oProjecting slid

oWindow instillations

oSoftware Installation

Extra-Curricular Activities

oInternet browsing & reading newspaper

oReading books & novels

oPlaying Chess, Cricket


oMountain Climbing



Samuel Imran (Real Uncle)

United Linkers Pvt. Ltd (Manager)

515/516 Siddiq Trade Centre Lahore

CNIC No.35202-5124428-9

Mobile no. 033********

Landline. 042********

Tanvir Khalid Gill (Brother in Law)

Beacon house School (Chemistry Head of Department)

Defense Y Block Lahore

CNIC no. 35202-2278360-1

Mobile no. 030********

Landline. 042********

To excel in life with honestly and dedication towards my duty which assign to me.

I will appreciate if I am provided an opportunity to participate in your organization as a reliable team member. I am looking for long team growth rather than short term gain.

Contact this candidate