Muhammad Ubaid Email & Phone Number

Lahore (Pakistan)

Responding the customers timely | Coordinating with T&D for training of the CSRs with the current SOPs. | Coordinating with the CRM developers to keep the SCRM software running in its best form. | Ensuring that SL does not get hit. | Evaluating agent’s performance and coaching them accordingly. | Complete loop closure of customer complaints. | Generating reports from the SRCM and then reshaping them into useful data to be used for further improvising the overall customer service being delivered.

Develop effective corporate communication strategies. | Manage internal communications within departments. | Foster relationships with Vendors and Client key persons. | Collaborate with the digital marketing team in order to send accurate communication to the customers and other stake holders. | Responsible for myself to achieve all targets/KPIs set by department or management. | Maintaining complete knowledge of product. | Responsible for taking all complaints/queries escalated from the entire team and keeping personal follow up until resolution of the issue on paper and in CRM.

Pakistan

Migrating Postpaid numbers from old catalogue to new catalogue using Siebel. | Preparation of team performance and other management reports. | Automation of processes for better workforce utilization. | Raising change requests and performs UAT (User Acceptance Test) of systems related to customer service. | Verification of documents using Lead Management System and Siebel (internal software). | Re-routing the leads when discrepancies found. | Provide hands on support of customer care initiatives. | Updating SPOC data (single point of contact) in Number Management System (internal software). | Ensuring customer satisfaction by inbound and outbound calls. | Email correspondence with CAM’s. | Execution of requests, complain handling and case study. | Screening CVs and candidates for my team.

Looked after the team in absence of team lead | Made daily reports of the targets achieved | Gave monthly presentations to my team to improvise their performance | Made analysis of the customer behavior about the product.

Bsc - Computer Science

Bachelor Of Arts - Ba