Abdul Basit Haroon Email & Phone Number

Lahore, Pk

Lahore, Punjab, Pakistan

Current responsibilities as a Social Media Manager: • Manages daily operations of contact center employees (CSEs, Acting Team Leads)• Close coordination with the client to ensure that the client expectations & SLAs are met• Develop and implement a career growth plan for the operations staff• Control and prevent any fraudulent activities in project• To be able to handle employee concerns and provide conflict resolution• To supervise the regular monitoring and evaluation of the performance of each employee with respect to the quality matrix• Provide the leadership required for the successful completion of projects assigned to the Customer services (call center) team, striving for continual improvement of the Customer relationship management

Lahore, Punjab, Pakistan

Joined as CSE for Jazz Campaign, and got promoted to Supervisor Operations in May 2021.Achievements/Tasks• To respond effectively and efficiently to calls being registered at the contact center• Ensure customer satisfaction at all levels of customer interaction• Meeting quantitative and qualitative KPIs• Communicating accurate and precise information of products and value-added services, offers and ongoing promotional activities to the caller / customer• Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls• Logging all queries properly and escalating possible complaints to the concerned teams using effective tools• Regularly attending training and coaching sessions conducted. Learning about organization’s products or services and keeping up-to-date.