Rafae Baig, Dedicated and results-driven professional with extensive experience in the call center industry.

About

I am a highly experienced professional with a background in the call center industry, boasting over 6 years of expertise in customer service. My career journey has seen me progress from a Customer Service Representative to roles as a Team Lead, Supervisor, and currently, an Assistant Manager in Operations. My commitment to service excellence, leadership capabilities, and a results-driven approach has allowed me to excel in optimizing call center operations and delivering exceptional customer experiences. With a solid foundation in customer service, I offer tailored consulting and training services to enhance customer interactions and satisfaction, making me a valuable asset for organizations seeking to elevate their customer service operations.

Experience

Orkatok Pvt. Ltd.

Jun 2023 – Present

Lahore, Pakistan

Assistant Manager Operations

Currently leading a team of operations professionals to ensure efficient call center operations. Implementing strategic initiatives and process improvements that have resulted in increased productivity and customer satisfaction. Collaborating with senior management to develop and execute operational strategies to meet performance goals. Conducting regular performance evaluations and providing coaching and feedback to team members.

Surgo Media

Nov 2021 – Present

Lahore, Pakistan

Video Editor

I have been part of the Surgo Media team since November 2021, where I serve as a dedicated video editor. In this role, I specialize in crafting engaging content for various social media platforms, including TikTok, Instagram, Facebook Reels, and Shorts. My creative skills and attention to detail enable me to deliver captivating and visually appealing videos that resonate with audiences across these popular platforms.

Orkatok Pvt. Ltd.

Jun 2022 – Jun 2023

Lahore, Pakistan

Supervisor Operations

Supervised a team, overseeing their day to day operations and performance. Monitored key performance indicators (KPI) and ensured team goals were met consitently. Also assisted in the development of operational policies and procedures.

Orkatok Pvt. Ltd.

Nov 2021 – Jun 2022

Lahore, Pakistan

Team Lead Operations

Promoted to lead a team of agents in achieving and exceeding performance targets. Facilitated team meetings and provided guidance to resolve complex customer issues. Assisted in the development and implementation of training programs for new hires. Collaborated with management to optimize operational processes.

Orkatok Pvt. Ltd.

Mar 2021 – Nov 2021

Lahore, Pakistan

Customer Service Representative

Provided excellent customer service, addressing inquiries, resolving issues, and ensuring customer satisfaction. Maintained a high level of product and service knowledge to effectively assist customers. Consistently met or exceeded individual performance metrics, including call resolution and customer feedback.

Abacus Consulting

May 2020 – Mar 2021

Lahore, Pakistan

Customer Service Representative

Delivered outstanding customer support, handling a diverse range of inquiries and concerns. Actively participated in training programs and contributed to process improvement initiatives. Maintained a professional and empathetic demeanor while assisting customers.

Mindbridge

Jul 2017 – Feb 2020

Lahore, Pakistan

Customer Service Representative

Gained foundational experience in customer service while assisting customers with inquiries and issues. Developed strong communication and problem-solving skills. Collaborated with colleagues to ensure a positive customer experience.

Education

Beaconhouse School System

Aug 2012 – May 2014

High School, Computer Science

Rafae Baig

Dedicated and results-driven professional with extensive experience in the call center industry.

Skills

Languages