· Managing outbound team.· Deal directly with external customer (Clients and Samsung Services and Sales Team).· Develop strategy to maintain KPIs for individual and team.· Conduct training session for newly inducted agents.· Provide daily refresher training that team members’ need.· Monitor team member’s participation to ensure the training they are being provided is being put into use.· Create reports for Outbound utilization and responsible to maintain satisfaction scores.· Handle VOC (Voice of Customer) related queries and resolve the issues with coordination of Samsung / Services Team.· Decision making skills practice to handle VOC (Chronic) cases.· Developing and monitoring strategies to control CS related Risk via Risk Management System.

· Worked in PTCL CDAS helpline as a CSR. Task was to assist customer over the call.· Handle customer query and update the details in CRM.

· Developing store strategies to raise customers’ pool, expand store traffic and optimize profitability· Meeting sales goals by training, motivating, mentoring and providing feedback to store staff· Ensuring high levels of customers satisfaction through excellent service