Advising the company-wide Customer Success strategy, ensuring “strategy” is part of the team’s scope of responsibility, so they don’t lose sight of customers and their goals.Managing account setup, maintaining accounts, overseeing or directly facilitating implementation.Collaborating with relevant team members (sales, account managers, CSMs, product managers, and others) to deliver custom implementation plans for each account.Overseeing execution, technical integrations, and ensuring the quality of the products / services delivered during onboarding, implementation, and beyond.Working with the customer success team to ensure customers receive value and a high ROI from the products / services they’ve purchased.Reviewing customer technical issues and working with other technical CS team members to solve them.Meeting customers to review technical setup & implementation on-site (where applicable).Overseeing account metrics and analytics and aiding with, or creating, reportsPlanning customer lifecycles and setting the correct reachout process, including time of reach out, channels, and touchpoints, and enabling the success of the CS team.Conducting risk management analysis for all clients.Cross-functional team management, compensation management, and contributing to decisions regarding team structures.Implementing and managing CS software and CS Ops activities and keeping systems updated

• Ensure all operations are carried on in an appropriate, cost-effective way• Improve operational management systems, processes and best practices• Purchase materials, plan inventory and oversee warehouse efficiency• Help the organization’s processes remain legally compliant• Formulate strategic and operational objectives• Examine financial data and use them to improve profitability• Manage budgets and forecasts• Perform quality controls and monitor production KPIs• Recruit, train and supervise staff• Find ways to increase quality of customer service

• To ensure customer questions about Bank products and try to solve any problems they might have following Bank’s procedures• To ensure phone calls and listen to customer’s questions and concerns• Meet all service standards and quality parameters on all calls.• To service and maintain customer relation through Phone Banking channel• To ensure that he/she is updated on all latest products, policy, update and procedure.• Ensure to meet daily/weekly/monthly performance indicators as per defined processes. (MPS)• To ensure that all customer queries and complaints are addressed within the minimum possible time (attempt one call resolution to customer issues)• I was Assistant Team Leader and also the Highest quality taker in all center in Allied Bank Limited Islamabad Pakistan

• To provide customer services while in contact with customer over the telephone in accordance to the defined SOP’s• Communicate effectively and efficiently, while handling customer online calls and display strong and effective call management techniques• To remain updated on all current policies, procedures, promotion, products, and value added services offered by the company by attending shift meeting and refresher services• Provide accurate, valid and complete information by using the right methods/tools• Meet personal/customer service team sales targets and call handling quotas• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution• Keep records of customer interactions, process customer accounts and file documents

• To grow jazz cash retailer network• To achieve the assigned targets from market in terms of utility bills and money transfers.• To resolve retailer’s issues on daily basis.• To make sure that retailers are complying as per the sop of JAZZ Pakistan and state bank of Pakistan.• Manage large amounts of incoming phone calls• Generate sales leads• Identify and assess customers’ needs to achieve satisfaction• Build sustainable relationships and trust with customer accounts through open and interactive communication• Provide accurate, valid and complete information by using the right methods/tools