Zain Mughal, Dialing In to Deliver Top-Notch Remote Customer Experiences

About

Motivated Customer Service Team Lead possessing excellent leadership, planning and communication abilities. Focused on delivering high-quality services on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Experience

Foster Prime

Oct 2021 – Present

Lahore

Amazon PPC Manager

• Conducted market research and Keyword Research analysis for the client’s product. • Reviewing ad quality score by taking into consideration, clicks, conversion rate, relevance of traffic and landing page experience; (this measures how well your ad matches the customers search intent). • Reviewing existing PPC campaigns by reviewing performance metrics such as impressions, clicks and ACOS. • Refining the targeting relevancy audit; (review your targeting settings to ensure your ads are being shown to most relevant customers who are most likely to purchase your product). • Negating all irrelevant keywords from campaigns; (getting impressions on only relevant ones). • Reviewing bids on regular basis and adjusting them to make sure you are spending right amount on right words. • Identifying new opportunity keywords through extensive research that you've missed

Mafah BPO Services

May 2021 – Jul 2023

Lahore

Team Lead Customer Service (thesportshirt)

Team Lead, MAFAH IT Services - Lahore, Pakistan • Leading the Customer Service Team for US Based Shirt Manufacturing company. • Communicating with customers through Chats/Emails and Calls to ensure the customer requirements should be met. • Maintained knowledge of company products and services to promptly resolve requirements and concerns. • Demonstrated excellent communication skills in resolving product and consumer complaints. • Assisted staff with resolving complex customer issues and implementing targeted solutions. • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. • Delivered continuous training to agents to maximize performance and customer relations skills. • Monitored phone calls to provide feedback and coaching

Mindbridge Pvt Ltd

Oct 2018 – Dec 2020

Lahore

foodpanda Customer Service (Shift Lead)

• Coached and trained 4 new coming badges of agents. • Assigning tasks to agents and monitoring them to achieve the quality of calls/chats and emails about 95%. • Resolved escalated issues of fussy customers and reported issues to senior management. • Improved daily operational plans, developed production schedules and optimized task flow. •Delegated tasks to agents and monitored activities and task completion. • Regular QA checks to keep the agents updated regarding new SOP's and mentoring them to eradicate the markdowns. • Supervised and led employees to maintain productivity and customer service levels. • Assisted Team Lead with operations plan to achieve all the KPI's. • Evaluated agent’s performance, delivering individualized feedback and praise.

Education

University of the Punjab

Nov 2015 – Dec 2019

B.S IEM (Industrial Engineering and Management), Industrial Engineering

Zain Mughal

Dialing In to Deliver Top-Notch Remote Customer Experiences

Skills

Languages