To pursue a career in a dynamic and prestigious organization while operating in a challenging environment with opportunities for personal and professional growth, learning, innovation and contribution
Postpaid Operations Officer
January 2009 - January 2009
Auditing Consumer Postpaid sales and Data Sales nationwide.
Resolving all sorts of issues raised by the new postpaid customers.
Handling cross departmental interaction with sales, support and other departments for the end to end resolution of all discrepancies and customer queries.
Handling Post Sale Modifications.
Looking after Un-authorized postpaid sales & their termination.
Handling related Accounts Blocking and Unblocking against new activations.
Blocking & unblocking against not verified addresses of new postpaid activations.
Coordination with Postpaid Systems & Processes, regarding process improvement of Address Verification & Data Quality Check.
Strong follow-up with all sales channels to minimize discrepancies
Highlighting fraudulent cases and discrepancies in Postpaid Sales of all regions.
Provide daily, weekly and monthly analysis of Postpaid sales to Management and all Sales Teams
Handling/Follow-up Emails/SRs routed to Data Quality.
Bring automation and remove redundancies in existing controls
Providing high level of customer services to the priority consumer base.
Maintaining a high collection percentage of receivables from customers.
Streamlining inter/intra departmental processes to facilitate customer requirements on priority.
Ensuring customer retention through promotions, offers and services.
Up-Selling Value Added Services.
Developing strategy to control Postpaid Churn
Business Process Improvement
Managing nationwide bill delivery for postpaid accounts both including private & corporate customers
Promoting E-bill services, resulting in timely and efficient deliveries.
To ensure maximum positive Address Verification of postpaid subscribers.
Negotiations with both Bill Delivery & Address Verification Vendors to reduce cost & improve service quality.
Reducing operational cost by arranging Bundles deliveries for corporate customers and E-billing solutions.
Customer Services Officer
March 2009 - December 2009
Catering inbound customer calls and providing First Call Resolution as per company's policies and procedures.
To keep abreast with the latest information with respect to the products, policies and procedures of the company in order to handle inbound customer queries and complaints effectively and efficiently.
To help achieve daily quantitative targets and the service levels.
June 2008 - November 2008
Management and maintenance of Pharmacy
Establishing patron for Purchase, Sale and Record keeping of both general and controlled medicines.
Interaction with Government Authorities fulfilling legal requirements of Pharmacy.
Qualifications & Certifications
Institute of Management Sciences (formerly PAK-Aims)
University of the Punjab, Lahore
Crescent Model Higher Secondary School
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