Shahnaz Taj

adaguv@r.postjobfree.com

+974********

Self-Appraisal

I am aware that the current commercial environment requires a high sense of maturity, customer commitment, service and overall responsibility and accountability for satisfying service standards set by the management. I am ready, willing and able to learn new skills and techniques to achieve successful results in any task I may be assigned to. I have the ability to shoulder responsibility and am well-conditioned to work under pressure.

Experience & Key Responsibilities:

Ufone PTML (Pakistan)

Floor Supervisor Customer Care Operations (October 2012 till date)

To ensure defined Service Level KPIs are met and take effective actions to manage call traffic during shift.

To report incidents/issues occurring on run time to concerned stakeholders for timely resolution.

To ensure that team members are well informed with updated information related to product and services as well as policies and procedures.

To handle escalated customer calls and provide best solution to him/her.

To keep record of interviews for new hiring for HR and internal/external audit.

To conduct Customer Satisfaction/Feedback Surveys through Outbound Calls.

To ensure that OB/Inbound Calling Unit is performing as per requirements and keeping proper record of activities related to official calls.

Provide coaching, feedback and counseling for the betterment of respective team members based on the Score Card Performance.

Ufone PTML (Pakistan)

Customer Care Executive (March 2009 till September 2012)

To provide excellent customer services over the telephone in accordance to the defined SOPs.

To achieve assigned quantitative targets effectively as per defined parameters.

Provide personalized customer services of the highest level.

Effectively deal with job stress, angry/annoyed callers.

To remain updated on all current policies, procedures, promotions, product and Value Added Services offered by the company.

Muslim Commercial Bank Ltd (Pakistan

Sales Processor & Coordinator (April 2006 till Feb 2009)

Application Processing in accordance with bank’s policies.

Coordinating with local and central credit for logins and approvals.

Advance payment clearance, indemnity and sundry booking booking clearance.

Updating and maintaining sales team’s daily, monthly, quarterly and yearly performance with the concerned officials.

To achieve assigned quantitative targets effectively as per defined parameters.

Provide personalized customer services of the highest level.

Maintaining the HR records for the sales team personals working on different channels.

Coordinating with the insurance companies for policies, endorsements and claims.

Maintaining and develop a computerized customer database.

Special Tasks:

SOP Review and Document Controlling (To review SOP(s) and make necessary changes as per requirement and ensure all documents are updated according to defined process).

Contact Center Complaint/Fatal Calls Counseling (To Counsel resources for their Fatal Calls, monitor their performance as per compliance frame and share logs with the concerns)

Skills:

Adaptability and Team Work.

Good Interpersonal Skills.

Ability to diagnose and solve problems.

Education:

Masters in Political Science from Punjab University Islamabad (2018)

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