Faiza Ali
Customer Care representative
Lahore,Punjab
Summary
To work in an organization and in challenging environment where I can use my abilities and experiences for the maximum output related to the nature of the work. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
MANAGER
TRAVELS AIR TOUCH(TRAVEL & TOUR OPERATOR
LAHORE
2023.01 - Current
- Created monthly reports for senior management summarizing operational performance metrics.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
SALES MANAGER
AL-TAUBA TOURS & TRAVELS (PVT)LTD
2018.02 - 2022.11
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Established relationships with key clients, while maintaining existing customer base.
- Created and presented monthly reports to management on sales performance.
- Collaborated with marketing team to create promotional materials for target customers.
CALL CENTER MANAGER
GREENTECH (MOBILE SALES & DISTRIBURION (PVT)LTD
2016.10 - 2018.01
- Multi Brand Repair's: Samsung Mobile Phones, Motorola Mobile Phones, Lenovo Mobiles Phones, Meizu Mobile Phones
- Created and implemented procedures for handling customer inquiries and complaints.
- Developed and maintained a team of call center representatives to meet performance standards.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Evaluated existing systems and technologies used by the call center team to ensure they are up-to-date and meeting the needs of customers efficiently.
CCR (CUSTOMER CARE REPRESENTATIVE)
MOBILINK (CFL)
- 2016.07
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Gathered customer feedback to suggest improvements for products and services.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
Education
BACHELOR IN COMMERCE -
PUNJAB UNIVERSITY, LAHORE
INTERMEDIATE IN COMMERCE -
BISE LAHORE
MATRICULATION IN ARTS -
BISE LAHORE
Skills
- MS Office (All Applications)
- Excel
- Power point
- Word
- Performance Management
- Team Leadership
- Schedule Preparation
- Staff Training and Development
- Time Management
- Staff Management
Language Skills
MOTHER TONGUE(S): URDU
OTHER LANGUAGE(S):
English Listening
5.5
Reading
5.0
writing
5.5
Speaking
5.0
Over all Band
Score 5.5
Hobbies and Interests
- Reading
- Learning Languages
- Travelling
- Communication
- Self-discipline
- Problem-solving
- Team Management
- Confident
Languages
Urdu
First Language
English
Upper Intermediate (B2)
B2
Timeline
MANAGER
TRAVELS AIR TOUCH(TRAVEL & TOUR OPERATOR
2023.01 - Current
SALES MANAGER
AL-TAUBA TOURS & TRAVELS (PVT)LTD
2018.02 - 2022.11
CALL CENTER MANAGER
GREENTECH (MOBILE SALES & DISTRIBURION (PVT)LTD
2016.10 - 2018.01
CCR (CUSTOMER CARE REPRESENTATIVE)
MOBILINK (CFL)
- 2016.07
BACHELOR IN COMMERCE -
PUNJAB UNIVERSITY, LAHORE
INTERMEDIATE IN COMMERCE -
BISE LAHORE
MATRICULATION IN ARTS -
BISE LAHORE
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