Abdul Manan Email & Phone Number

Pakistan

Lahore, Punjab, Pakistan

Lahore, Punjab, Pakistan

Lahore

Lahore

Lahore

Lahore G.P.O., Lahore, Pakistan

• Identifying the business needs and optimal utilization of the resources.
• Handled the pressure of new and emerging business of Warid Telecom after outsourcing.
• Coaching and training of the newly hired staff to serve the 11 years old customers.
• Managing the daily staff time and resources so that the billing could not be affected.
• Coordination with different departments to increase the Quality standards to meet the required targets.
• Extensive material developing and sharing with the new staff to minimize the mistakes and to avoid the financial losses.

• Ensuring that target service levels are maintained
• Ensuring agents are meeting attendance requirements and are adhering to floor ethics
• Inculcating first call resolution culture
• Responsible for gathering and highlighting trends, hot issues and irate customer’s complaints to management and coordinate with relevant department
• Percentage of overall Inbound Task closed within TAT and Quality Score
• Ensure quality standards and required trainings are conducted on timely basis

Pakistan

• Provision of accurate and brief information about products and services to the caller/customer.
• Addressing/handling the queries/complaints of High Profile Customers in such a way that customer’s level of satisfaction about company’s product and services can be increased.
• Recognizes and recommends areas in need of improvement using customer’s feedback.
• Coordination with other departments for timely resolution to customer’s issue.
• Suggesting alternatives and possibilities to resolve customers’ complaints on priority basis.
• Using problem-solving skills to handle difficult or irate customers.

Master Of Philosophy (Mphil), Human Resources Management/Personnel Administration, General, 3.6 Cgpa

B.Com Hons., Finance, General, 3.4