Official_CV

Official_CV

• 1.
  Shaheryar Anwar A6, QamarSquare,Sb-10,Block-2,Gulshan-E-Iqbal, Karachi, Pakistan. +92-302-8265403 +92-021-34991898 42201-1661426-3 [email protected] Educational Profile Institute Degree Majors Year University of Karachi Masters International Relations 2010 University of Karachi Bachelors Civics / Education / International Relations 2008 Ghazi Foundation College Intermediate Civics / Education / Economics 2005 Comprehensive Secondary School Matriculation Computer Science 2003 Objective To be a successful professional in today’s competitive and dynamic business environment and be in a position to serve the organization in which I am selected to the best of my abilities while keeping myself in line with overall organizational objectives. Professional Expertise Extensive work experience gained in my approx. 4 years tenure with leading private sector multinational telecom company in Pakistan holding diverse experiences in different teams, Network Complaint Unit, Call Center Operations & Investigation Resolution Unit. Professional Experience Mobilink (PMCL) May 2012 – Present Customer Care Representative  Answer questions about the product details, the company, and issues with account for the customers.  Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.  Upsell vas to customers for customer’s benefit,  Meet quality assurance requirements and other key performance metrics.  Provide customers with product and service information.  Transfer customer calls to appropriate staff.
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   Identify, research,and resolve customer issues using the computer system.  Follow-up on customer inquiries not immediately resolved.  Complete call logs and reports.  Resolve billing issues.  Recognize, document and alert the supervisor of trends in customer calls. Acting Team Coordinator - May 2014  Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.  Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.  Diagnose and resolve technical issues through available resources & according to sop.  Research required information using available resources.  Follow standard processes and procedures;  Identify and escalate priority issues to appropriate dept.  Redirect problems to appropriate resource.  Accurately process and record call transactions using a computer and designated tracking software.  Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.  Organize ideas and communicate oral messages appropriate to listeners and situations.  Follow up and make scheduled call backs to customers where necessary.  Stay current with system information, changes and updates.  Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.  Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships. Network Complaint Unit Executive Apr 2015-Jul 2015  Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.  Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.  Diagnose and resolve network / technical issues involving internet connectivity, quality of service & 3g connectivity issues.  Research required information using available resources.  Follow standard processes and procedures.  Identify and escalate priority issues per client specifications.  Redirect problems to appropriate resource.
• 3.
   Accurately processand record call transactions using a computer and designated tracking software.  Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.  Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships. Investigation and Resolution Unit Executive Aug 2015-Present  Build and maintain relationships with internal and external customers to maximize customer experience and therefore satisfaction.  Respond to and initiate communication with internal and external customers, providing a courteous and professional service at all times.  Own internal and external customers’ issues to ensure requirements are delivered within agreed timescales and to specification.  Continually develop own knowledge and skills to meet individual and department objectives.  Proactively identify and implement recommendations to improve processes.  Implement ethos of "what can I do to make this customer happy" whilst using waiver guidelines as a benchmark for business requirements.  Diagnose and resolve network / technical issues involving internet connectivity, quality of service & 3g connectivity issues.  Research required information using available resources.  Follow standard processes and procedures.  Identify and escalate priority issues per client specifications.  Redirect problems to appropriate resource.  Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.  Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships. Organization Professional Training Year Mobilink Mobilink Basic Customer Care Training May-2012 Mobilink Emotional Intelligence At Work Place Sep-2013 Mobilink The Power Of Positive Thinking Nov-2013 Mobilink Every Day Is Better Day In Mobilink Dec-2013 Mobilink Serve With Smile Dec-2013 Mobilink Understanding Technology To Boost Customer Delight May-2015
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  Reference will furnishupon request.