Syed Imran Ahmed

Customer Care Supervisor Maximizing Sale, Customer Focus, Team Leadership

Objective:
Bring 7 years of Office / Customer Service Experience working with high-volume Call Centre environment. Maintain demonstrated research, analysis, and database management proficiencies. Excellent communicator with strong time management and customer needs assessment skills. Exercise independent judgment, decision making and problem solving abilities.

Area of Expertise
Call centre Customer Services Strategic Planning Staff Training Maximizing Sale Recruitment Sales Initiatives Financial & Budget Control Team Leadership Promotions Training & Development

Professional Experience
WorldCALL Telecom Ltd |An Omantel Company|

Company Background:
The WorldCALL Group is one of the largest private telecom operators in the country with the most extensive and diversified telecom businesses including Wireless Local Loop (WLL) through CDMA 2000 1X technology in over 60 cities. Nationwide presence of long distance & international (LDI) network with 44 POPs, over 70,000 payphones. Largest broadband HFC networks in Pakistan providing triple play (CATV, broadband internet, telephony), the pioneer prepaid calling card Hello and rights to dark fibers in a national long haul network being built across Pakistan.

In charge Customer Service Centre:

May-19 2008 Till to Date

Providing help and advice to customers using WorldCALL products or services. Communicating courteously with customers by telephone, email, letter and face to face. Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants. Issuing refunds or compensation to customers. Keeping accurate records of discussions or correspondence with customers. Analyzing statistics or other data to determine the level of customer service. Producing written information for customers, often involving use of computer packages/software. Developing feedback or complaints procedures for customers to use. Developing customer service procedures, policies and standards for smooth running the department. Meeting with other Managers to discuss possible improvements in customer services. Being involved in staff recruitment and appraisals. Training staff to deliver a high standard of customer service. Leading or supervising a team of customer service staff. Learning about organizations products or services and keeping up to date with changes. Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Achievement
Company has acknowledge my services to run Call Center swiftly in the Form of appreciation certificate employee of the year 2007

Call Centre Supervisor:

Aug-23 2004 to 17- May 2008

Fulfilling team leader responsibilities regarding sales & billings departments. Ensure availability of updated Information from Customer Relation Agent CRA s and Customer Services Representative CSR(s). Motivate the Customer Service Representatives. Respond to customer requests, answers questions, and handle customer problems in a direct manner, treating the customer with dignity and a positive attitude. Authorized to directly report to GM Access Network MSAN / ADSL Authorized to Co-ordinate with (NOC) Network Operations Centre and (LDI) Long Distance International to resolve the (VOIP) Voice over Internet Protocol issues. Refer customer complaints and problems immediately. Conducting training to fresh employees. Interact with concerned Departmental head(s) in decision making and report writing. Authorized to coordinate with the concerned departments for smooth running of Call Center. Manage weekly roster. Report to Sr-Manager/Manager for Call Center issues.

UMS Manufacturer & Supplier:

Worked as an Officer In-charge in UMS Manufacturer & Supplier from August 2003 to Aug 2004

Professional Development
Proficient use in computer program as MS Windows, MS Office & Internet Environment. Effective Leadership & Management. Clear & Sound decision making ability. Good communication and organization capability.

Expertise

Additional Professional Qualities

Capable of communicating effectively. Leadership qualities. Successful at setting and achieving goals.

Computer Skills & Knowledge

MS-office 97 / 2000 / XP MS-office Visio 2003 Windows 98 / 2000 / XP Anti Viruses & Firewalls Outlet Express Any type of Installation Bachelor In Computer Science (BCS).From Greenfield Institute Of Management & Computer Sciences, Karachi Campus Karachi. Intermediate From Government City College Karachi. Matric from Marvel Academy Secondary School Karachi.

Qualification

Contact Detail
Father Name: Syed Fakhruddin Ahmed Address: D-1 KDA, Overseas Bungalows, Block-16-A, Gulistan-e-Jauhar, Karachi Contact # (Res.) 021-34246222 / 021-34011690 Mobile 0333-2247876 Date of birth: 30th December 1980 CNIC: 42201-7540615-9. Marital Status: Married Email: syed_ahmed_imran@hotmail.com