Mohammad Usama, Customer Service, Administration

About

With over 15 years of broad functional expertise in customer services, public relations & regulatory, law enforcement response team, and administration, I am a Six Sigma Yellow Belt professional. a strategic thinker and devoted team player who can provide professionalism, useful ideas, and unconventional thinking to the workplace. Having good organisational, problem-solving, decision-making, and communication skills.

Experience

The City School

May 2022 – Jun 2022

Lahore

Manager Transport

• Supervising day-to-day operations of administrative department and staff members. • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record. • Drove operational improvements which resulted in savings and improved operational cost.

Addo.ai

Feb 2022 – Apr 2022

Islamabad

Project Coordinator

• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments. • Tracked hours and expenses to keep project on task and within budgetary parameters. • Coordinated presentations for customers and project members to detail project scope, progress and results. • Kept projects on schedule by managing deadlines and adjusting workflows. • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.

Telenor Pakistan

Jan 2014 – Jan 2022

Islamabad

Public & Regulatory Affairs Expert

• Build and manage long term relationship with all external stakeholders to facilitate and protect company's interest. • Built and strengthened industry partnerships to improve product placements, amplify coverage and maximize effectiveness of • marketing strategies. • Representing the organization in meetings with government officials and manage their expectations. • Ensuring that inbound/outbound law enforcement cases, civil/criminal subpoenas, and other governmental or legal investigations and takedowns, are evaluated and handled in strict accordance with our policies, internal guidelines, and applicable laws. • Identify, escalate and respond to emergencies promptly and effectively.

Telenor Pakistan

Feb 2010 – Dec 2013

Lahore

Franchise Support Executive

• Support to Sales & Distribution Teams in complaints regarding Recharge, Wrong Deduction, Line Rent, financial discrepancies & adjustments & system issues. • Collaborated with internal team members to resolve issues reported by S&D channels. • Support to Sales & Distribution Teams in complaints regarding Recharge, Wrong Deduction, Line Rent,financial discrepancies & adjustments. • Handling customer complaints against franchise and sales staff.

Telenor Pakistan

Aug 2008 – Jan 2010

Lahore

Correspondence offficer

• Correspondence with customer over Telephone, Emails, Fax and letters on behalf ofCompany. • Providing solution to customer’s problems reported via Telephone, FAX &Emails. • Coordination with internal teams to improve the implemented SOP. • Formulated internal SOPs to reduce the response time to customer’s query.

Telenor Pakistan

Feb 2006 – Jul 2008

Lahore

Customer Relations offficer

• Answering customer calls and resolve complaints or help with their questions and concernswith a vision of First Call Resolution. • To ensure that the customers receive an adequate level of service with the perspective ofHere to Help. • To interact with customers to provide information in response to inquiries about products andservices.

Education

University of Punjab

Apr 2003 – Jul 2005

Bachelor of Art, History

Mohammad Usama

Customer Service, Administration

Skills

Languages