Muhammad Sohail Anjum Email & Phone Number

Lahore

• Voice and Non-voice evaluations of contact center quality based on a sophisticated set of KPI matrix against the service given to users of prepaid debit cards issued from Visa, Mastercard and Discover including retail.
• Collaborating with the AI Team: Developing NLP algorithms for automated evaluations with the AI team.
• Staying Updated on Product Features: Understanding product features with developers and owners.
• Ensuring Regulatory Compliance: Staying informed on regulatory standards for NLP implementations.
• Providing Training and Coaching: Conducting sessions on NLP technologies for teams and clients.
• Nurturing Client Relationships: Building strong rapport to understand and satisfy client needs.

Lahore, Punjab, Pakistan

Lahore, Punjab, Pakistan

Lahore, Punjab, Pakistan

• Ensure an exceptional customer experience by having good command on the product and leading with best practices of the service industry with a service mentality and attitude to assist and help.As a prepaid specialist I.
• Multiple appreciations from onboard clients, CEO, Directors and also from internal management on providing excellent customer support and problem solution to customers.
• Won Title like Agent of Month and CSR of the year and most competitive Resource.

Ovex Technologies

• Key Responsibilities:
• Primarily responsible to work on quality process implementation and improvement.
• Contributes to design of call monitoring formats and quality standards.
• Performs weekly, bi-weekly or monthly call monitoring and provides feedback to site manager.
• Uses quality monitoring system to compile and track performance at team and individual level.
• Participates in customer and client listening programs/sessions to identify customer needs and expectations.

Lahore, Punjab, Pakistan

• Troubleshooting the customer's issues related to installation, configuration etc.
• Creating online tickets for each customer using the Online Ticket Reservation System (OTRS).
• Providing customer care and technical support through live chat.
• Maintaining records for all the customers for each interaction and issues.

Lahore, Punjab, Pakistan

• Provide training to new hires (NHDP).
• Preparing reports for Clients and CEO.
• Creating logs for each customer and forward them to the client.
• Providing the customer care services for the company Oak Dinning.
• Checking the status of the delivery online while communicating with the customers.
• Taking orders on the phone with complete details.

Cyprus

• Maintenance and Upkeep: Ensuring that all computers, peripherals, and networking equipment are in good working condition.
• Software Management: Installing, updating, and managing software applications on lab computers.
• Hardware Management: Procuring new hardware as needed, upgrading existing hardware, and ensuring that all equipment meets the needs of lab users.
• User Support: Providing technical support to lab users, including troubleshooting hardware and software issues, assisting with printing, and helping users connect to the network.
• Security: Implementing security measures to protect lab computers and data from unauthorized access, malware, and other threats.
• Lab Access and Usage Policies: Developing and enforcing policies for lab access and usage, including rules for using equipment, scheduling lab time, and ensuring fair access for all users.

Bachelor, Information Technology

Diploma, Web Designing

Diploma, Call Center Training

Education record

Short Course in Laptop repairing

Diploma, Greek Language

Diploma, Auto Cad, (Civil)

F. Sc, Pre-Medicine/Pre-Medical Studies

Faculty Of Sciences, Pre-Medicine/Pre-Medical Studies