Sector

Gender
Female

Date of Birth
15-06-1986

Visa Type
Residance Visa

Visa Expiry Date
22-12-2022

Academic Level
Bacholars in Arts

Sponsor Visa Expiry Date
22-12-2022

Experience
5 years 8 months

Languages
Ernglish Urdu Pashto Bengali Arabic(writing n reading)

Skills
MS Office

Work Experience
MEA Resource Solutions under the project Roads and Transport Authority (RTA) April 2015 – to present Customer Service Representative- September 2015 Promoted to Financial Products Accountability – Jan 2016 Promoted to Administrator in Customer Satisfaction Survey – October 2018 Promoted to CRM Quality Assurance Department – July 2019 Promoted to Knowledge Coordinator and Training Department - Quality Analyst till dated Key Performance Indicators ? Ensuring the whole contact center is following standards of RTA In terms of language proficiency, information knowledge and customer satisfaction. ? Having great hold on language (Urdu & English), conduct Quality trainings, feedback sessions and calibration with agents and management level. ? Translate the official notices and trainings from the department to conduct trainings among agents for delivering the information in a better way to the customers. ? Conduct weekly meetings to improve the KPIs of agents and admins for the low performers. ? Monitor all sort of communication such as calls, chats, emails, sms, whatsapp messages by QM system and test calls. ? Responsible for a team of 36 agents KPI. ? Assurance of customer satisfaction and making surveys to bring changes for improvement. ? Managing records to assure performance of the contact center customer service representatives for audits. ? Assist customer’s inquiry/complaints through calls, chats and emails. ? Prepare and conduct trainings for customer experience survey members. ? Generate reports for weekly meetings with the management and direct client. ? Help management in keeping positive environment and organizing events like Annual days or family day or ETC. ? Check CRM activities and handle cases within the department and being the link between RTA departments and the customers through CRM. ? Preparing knowledge tests for all levels and supervisors which is one of the most important component to meet their KPIs. ? Helping team leaders as backup for immediate action and any urgent escalation to the department or in case of any sudden emergency scenario or incident. ? Executing meeting/sessions/discussions with direct department heads and preparing presentation with the question/inquiries from the whole Contact center and also after getting the clarifications preparing presentations to fill the gaps for the contact center in order to help customer better. ? Conduct shift huddle for each shift agents and supervisors to get them updated before they start their work. ? Also being part of staff committee, bring in new ideas to motivate all the employees and making them think out of the box and help the customer and go beyond process to make sure customer happiness and making sure agents love the place and work. HSBC Insurance Brokers Limited (HIBL – Wafi Dubai) January 2008 – April 2009 Tele Sales Representative/Telephone service officer Key Performance Indicators ? Responsible for resolution of customer complaints, prepared reports and associated management recommendation. ? Developed professional and technical knowledge through capability building workshops. ? Monitors competitive market information that includes new products, delivery schedules, techniques, etc. ? Recommended changes in products, service, and policy by evaluating results and competitive developments. ? Team player with active participation & contribution to conduct the overall team impact. ? Kept management informed by preparing activity and results reports and annual territory analyses. Nadeem Medical Center (NMC) January 2010 – April 2012 Human Resource/Executive Secretary to the Administrator Key Performance Indicators ? Conducted recruitment to ensure equal opportunity & faster diversity amongst employees. ? Led the development of the reported staff. ? Well versed in identifying problems, proposing alternative solutions and development of strategies. ? Identified hiring needs, stablished job descriptions, recruitment plans & organizational design. ? Provided diversity profile