Faiza Afzal
Assistant Manager CRO(Customer Relationship Officer)
Lahore, Punjab,Punjab
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
7
7
years of professional experience
18
18
years of post-secondary education
Work History
Assistant Manager Customer Relationship Officer
Saad Ahsan Immigration Law Firm
5 2020 - Current
- Assistant Manager Customer Relationship Officer (CRO) with over three years of experience
- A seasoned enthusiast with a strong background in client service and retentions
- Proficient in managing various customer communication channels: inbound calls, Facebook, Instagram, live chat, and emails
- Ensure prompt and efficient responses to customer queries across multiple mediums
- Expertise in qualifying and categorizing customer queries within the CRM system for effective routing
- Transfer potential leads and sales-related inquiries to the appropriate Sales Advisors or teams
- Follow up with Sales Advisors to ensure timely and effective addressing of potential tickets and inquiries
- Generate reports on Sales Advisors' performance, evaluating work, and maintaining quality and productivity standards
- Oversee overall quality of work within the CRM system, ensuring professional and efficient customer interactions
- Possess strong organizational skills and excellent communication abilities
- Deep understanding of customer service and sales processes
- Effective utilization of CRM software to manage and track customer interactions and sales progress
- Seek opportunities to optimize CRM workflows and implement customer service training programs
- Contribute to overall improvement of customer satisfaction and business performance.
Visa Processor
Go Global
05.2019 - 03.2020
- Processed and managed visa applications for various countries
- Verified and reviewed visa application documents to ensure they meet the required criteria and guidelines
- Responded to customer inquiries regarding visa application procedures, documentation requirements, and processing timelines
- Collaborated with consulates, embassies, and immigration authorities to obtain necessary information and updates on visa regulations
- Maintained accurate and up-to-date records of visa applications and related documentation using a visa processing system or database
- Assisted applicants in completing visa application forms and provided guidance on required supporting documents
- Conducted interviews with visa applicants to assess their eligibility and intentions for traveling or immigrating
- Prepared and submitted visa applications to the relevant authorities within specified timeframes
- Followed up on pending visa applications and tracked their progress until final decisions were received
- Handled visa rejections and appeals, providing appropriate guidance to applicants on the necessary actions
- Ensured compliance with immigration laws and regulations during the visa processing procedures
- Collaborated with internal teams, such as legal, HR, or travel departments, to coordinate visa processing for employees or clients
- Stayed informed about changes in visa policies, regulations, and procedures, and communicated updates to relevant stakeholders
- Prepared reports on visa application statistics, processing times, and any issues encountered for management review
- Conducted training sessions for employees or clients on visa application processes and requirements.
Event Manager
Pak Media Industry
02.2018 - 12.2018
- Event Manager responsible for managing events in the Pak Media Industry
- (10 months)
Education
Bachelor of Science - Computer Science
Imperial College of Business Studies
04.2001 - 04.2019
Skills
Operations Management
Strengthsskills
- Analytical Skills
- Communication Skills
- Creative
- CRM Skills
- Customer Service
- Microsoft Office
- MS PowerPoint
- Problem Solving
- Self-motivated
- Strong Aesthetics
- Task Management
- Team player
- Time Management
Personal Information
Functional Areas: Client Services & Customer Support
Industries
Consultants
Languages
Urdu - Native
Proficient
C2
English - Medium
Advanced
C1
Awards
Employee of the Year, CEO, 2022
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Visa Processor
Go Global
05.2019 - 03.2020
Event Manager
Pak Media Industry
02.2018 - 12.2018
Bachelor of Science - Computer Science
Imperial College of Business Studies
04.2001 - 04.2019
Assistant Manager Customer Relationship Officer
Saad Ahsan Immigration Law Firm
5 2020 - Current
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