Adnan Khan Email & Phone Number

Lahore, Punjab, Pakistan

Lahore, Pakistan

Lahore

Managing backend support and problem solution management for 300 franchise and Digital self service booth from all over Pakistan

Worked in Business subscriber Management team(SME/Corporate Support) and responsible for the Technical support of the following.Coverage related issue of all the prepaid,postpaid, SME and Corporate clients all over Pakistan.Sim related issues of all the prepaid,postpaid, SME and Corporate clients all over Pakistan.Correspondence of all the technical teams.

Worked in easypaisa Team.Ensuing the safe and smooth daily operations of domestic remittance.Maintaining records and providing FCA for all the business partners.Training and development of the tools.Responsible for the back end operations.

• Worked with work force management and traffic control.
• Ensuring that all postpaid, prepaid, dealers & corporate calls are routed to available agents or specialized agents.
• Developing and maintaining WFM (Work Force Management) schedule so that the call center operations and manning requirements are fulfilled according to the business needs.
• Ensuring adherence monitoring, breaks distribution to call center agents, maintaining call center attendance and assigning alternate tasks to agents, maintaining STR (Shift Traffic Report) etc.
• Ensuring fortnightly and month end Service Levels are achieved
• Effectively managing coordination with different units like call center IT, S&P, Outsource parties (TRG,Abacus and Sybrid).

Part of the Team to run first ever fully operational SMS BASED HELPLINE 346.Process engineering and tool development.Supervising operational task.Responsible of Training agents in house as well as the agents of outsource partners.Reporting, analysis and forecasting was part of job description.

Supervisor of pioneer batch for the In sourcing project of VAS activation and MNP related of DIGI CELL Malaysia under the Umbrella of Telenor Group on behalf of Telenor Pakistan.Met SLA with 100 % quality for 6 month for the global project of DIGI CELL MALAYSIA.Operational task with reporting and analysis.Product and system trainings for new.

• Handling customer’s queries over recorded lines with courtesy and quality in targeted Average handling time (AHT).
• Telenor Pakistan brought a new idea of VAS selling over the calls after providing the First Call resolution with all the courtesy fulfilling the concerns of a customer.Targets were achieved on the daily basis set by.
• Time management was the key aspect to be taken care of as I had to meet the daily and monthly targets by managing the total number of calls with lowest after call work time.
• Providing Services in four different languages (Pashto, Urdu, Punjabi and English)

 Customer Services. In-House Sales Reporting. Inventory control.

 Customer Services. In-House Sales Telemarketing Reporting.