Reema Junejo Email & Phone Number

Islāmābād, Pakistan

Islāmābād, Pakistan

Pakistan

• Actively using SAP- CRM, R3 SAP Module, Touch-less Applications & SIRAS for the analysis & investigation of process lapses highlighted by customers & stakes holders.• Identifying and analyzing recurring complaints and analyzed customer service KPIs to identify improvement opportunities to enhance customer experience.•Providing support to Account Managers and Territory Managers as per their and their customers' needs. •Coordination with On and Offshore teams for resolution of… Show more • Actively using SAP- CRM, R3 SAP Module, Touch-less Applications & SIRAS for the analysis & investigation of process lapses highlighted by customers & stakes holders.• Identifying and analyzing recurring complaints and analyzed customer service KPIs to identify improvement opportunities to enhance customer experience.•Providing support to Account Managers and Territory Managers as per their and their customers' needs. •Coordination with On and Offshore teams for resolution of different issues. •Channelizing queries to proper department. • Enhanced coordination among external customers & stakeholders to ensure customer satisfaction resulting in customer loyalty and brand awareness.• Provide assistance to the site staff regarding transaction processing, manual authorization and others. Show less

Pakistan

• Identify and analyze customer’s queries/complaints quickly and respond with appropriate answer to meet their demands within agreed time frame, as per the Complaint Management System.• Maintained current up-to-date knowledge of business processes and procedures for area of responsibility.• Activities that are assigned e.g. order services, account services, feedback and Issues etc. • Follow-up with Credit and Lube Scheduling team for smooth supply and timely deliveries.• Worked… Show more • Identify and analyze customer’s queries/complaints quickly and respond with appropriate answer to meet their demands within agreed time frame, as per the Complaint Management System.• Maintained current up-to-date knowledge of business processes and procedures for area of responsibility.• Activities that are assigned e.g. order services, account services, feedback and Issues etc. • Follow-up with Credit and Lube Scheduling team for smooth supply and timely deliveries.• Worked on control reports. • Conduct RCA for Bank complaints. • Acting as a focal point for Duplicate Orders. • Channelizing queries to proper department. • Providing support to Account Managers and Territory Managers as per their and their customers' needs. • Coordination with On and Offshore teams for resolution of different issues. • Training and on boarding commercial customers for E-serve. (Shell Online portal for customers). • Last but not the least delivering a WOW experience to all shell Clients. Retail Business: Engaging with customers through the voice and non-voice queries, which include the activities: placing orders, changes and cancellation of order, delivery status, and enquiry about their accounts details, etc. General Public: Also manage the general public query which includes the general enquiries regarding products and product technical issues. E-Serve: A touch less facility for our Shell customers (a platform where Shell’s customers can fulfill their demands by getting all the facilities via internet). We educate and make customers’ account by which they can have the 24/7 services.Focal For: Duplicate orders (From 01.01.2014 till 06.09.2014). Show less

Pakistan

-Worked as a team member and assisting superiors in their daily official work.-Managing Petty Cash (Cash Ledger), filing of important documents for the department.-Assisting supervisors in Attendance maintenance, recruitment processes etc.-Department overlook and assisting superiors in their daily official work.

Master Of Business Administration (M.B.A.), Human Resources Management

Bachelor’S Degree, Economics

Associate’S Degree, Pre-Medicine/Pre-Medical Studies