An experienced customer support professional having ten years of experience working with renowned BPO's in Pakistan. A keen observer, quick learner, team player, dedicated and motivated individual. Able to work with no or less supervision.
Worked with both local and international companies like Uber Eats, Papa John's and Foodpanda Singapore.
Having experience in the following domains:
Inbound call support
Outbound call
Email handling
Live chat support
Lead Generation
Data Scraping
Competitor Scrapping
Non-live sales
Quality check for call support
Providing training to new staff
SalesForce
Account Management
Providing support to Sr AM's and Sr BDM's when required
Experience
MindBridge - Foodpanda Singapore
Oct 2021 – Present
Pakistan, Lahore
Sales Ops / Lead Generation Execitive
Generating New Leads using different platforms.
Qualifying Leads.
Managing Accounts on Sales Force.
Catering Sales leads request from AMs and Sales Rep.
Competitor Scrapping.
Adhoc Tasks.
KFC - Call Center
Apr 2016 – Oct 2018
Pakistan, Lahore
Team Lead/Floor Supervisor
Managing/supervising a team of 30 people.
Supervising delivery services for North and central regions.
Handling different run time issues and solving them timely.
Coordinating with different branches throughout Pakistan via email and phone to assure delivery services run smoothly. highlighting customer issues and solving them.
Supervising orders from website and Foodpanda and assuring they are placed on time and solving issues that come up.
New Employee training.
Conducting counseling session of agents when required.
Conducting daily team meetings.
Ufone BPO
Mar 2011 – Apr 2016
Pakistan, Lahore
Customer Support Executive
Providing support to customers via call, answering quires, providing information and resolving complaints.
Escalating customer issues to the relevant department.
Providing FCR (First call resolution).
Part of the first team to launch up-selling at 333 helpline.
worked on various different projects namely 335 helpline, Vfone, 668 helpline.