Faisal Nisar

Customer Representative Manager

Islamabad: 44000 Islamabad Pakistan

+923*********

ad3yz6@r.postjobfree.com

Experienced as Senior Customer Care Manager bringing seven (7) years of quality performance in customer support supervisory roles and overall 25 plus experience in field of customer care; also Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Skills

Sales Supports

Customers care

CRM

Exceptional communication

WORK HISTORY

2017 to current: Senior Customer Care Manager, Jazz Islamabad, Pakistan

Mentored junior team members, fostering a positive work environment and encouraging professional growth.

Reduced customer complaints by consistently monitoring performance metrics and addressing areas of improvement.

Supported sales efforts by providing insightful input on potential upsell opportunities during client interactions.

Evaluated employee performance regularly, providing constructive feedback to promote ongoing professional development.

Optimized call center operations through the integration of advanced technology and software tools.

Championed continuous improvement initiatives within the department, fostering an innovative culture focused on delivering exceptional customer experiences.

Implemented quality assurance measures to always ensure the highest level of customer service.

Strengthened relationships between Customer Care teams and other departments within the organization, fostering collaboration towards common goals.

Designed customized solutions for individual client needs, resulting in increased satisfaction and repeat business.

Conducted regular team meetings to ensure clear communication regarding expectations, progress updates, and policy changes.

Established strong relationships with key clients, resulting in high levels of retention and loyalty.

Streamlined customer support processes for faster resolution times and increased efficiency.

Enhanced customer satisfaction by developing and implementing effective customer care strategies.

Conducted training and mentored team members to promote productivity and commitment to friendly service.

Built client relationships by responding to inquiries, identifying, and assessing clients' needs, resolving problems, and following up with potential and existing clients.

2006-2017: Customer Care Executive, Jazz Islamabad Pakistan

Streamlined customer support processes for improved call handling times and resolutions.

Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.

Enhanced customer satisfaction by resolving inquiries effectively and efficiently.

Consistently exceeded performance metrics, demonstrating commitment to outstanding customer care delivery.

Leveraged strong interpersonal skills to establish rapport with clients quickly, building trust and enabling more effective problem solving.

Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.

Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.

Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.

Promoted teamwork within the department by sharing knowledge, offering guidance, and collaborating on initiatives aimed at enhancing service quality.

Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms.

Implemented feedback-driven improvements for an enhanced overall customer experience.

Supported the development of departmental policies, drawing on extensive experience in providing exceptional customer service.

Reduced customer complaints with proactive issue identification and resolution strategies.

Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.

Coordinated timely responses to online customer communication and researched complex issues.

Provided customers with updates and periodic statements on service developments and changes in trends.

Maintained and managed customer files and databases.

Kept accurate records of all customer interactions and transactions.

1996-2005: Recovery Officer. Phoenix Armor Islamabad Pakistan

Assisted in creating policies and procedures for the efficient operation of the collections department, streamlining processes and improving overall performance.

Negotiated settlements with debtors that resulted in mutually beneficial arrangements while protecting company interests.

Coordinated with internal departments to ensure prompt resolution of customer disputes, facilitating timely payment recoveries.

Reduced account delinquency rates by promptly addressing early-stage delinquencies through proactive outreach efforts.

Assessed debtors'' financial situations and crafted customized payment plans, enhancing the likelihood of successful repayments.

Kept abreast of industry trends and regulatory changes, adapting tactics accordingly to maintain compliance with applicable laws and regulations.

Acted as a liaison between clients and other departments within the company, ensuring seamless communication and facilitating prompt resolution of any disputes.

Implemented innovative recovery strategies that increased the success rate of collections while maintaining a positive customer experience.

Developed strong relationships with clients, fostering trust and promoting positive outcomes during the recovery process.

Contributed to risk management initiatives by identifying potential issues within loan portfolios and recommending appropriate action plans.

Recovered delinquent accounts by implementing effective communication strategies and negotiation techniques.

Utilized advanced analytical skills to identify patterns among delinquent accounts, enabling targeted interventions for maximum impact on revenue recovery efforts.

Education:

MBA: Preston University, Master of Business Administration.

November 2000 Islamabad

Bachelor of Arts Punjab University Arts and Entertainment Management.

September 1995; Rawalpindi, Punjab

Languages:

English

URDU

Punjabi

French

Certifications:

2020- Best employee of year during COVID

2008- Best employee of year

Contact this candidate