Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Accomplishments
Languages
References
Languages
Personal Information
Timeline
Generic

Haroon Rafique

Rawalpindi

Summary

Highly motivated and customer-oriented professional seeking a challenging position in a dynamic organization. Bringing over 10 years of experience in customer service roles, aiming to leverage my interpersonal skills, problem-solving abilities, and team collaboration to support business operations and contribute to the achievement of organizational goals.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Service Support Executive

PTCL Support Center
Islamabad
01.2023 - Current
  • Provided technical and customer support to resolve client issues related to services and products.
  • Assisted customers in troubleshooting issues, providing step-by-step solutions to ensure timely resolution.
  • Coordinated with internal teams (e.g., IT, engineering) to resolve more complex technical issues.
  • Managed service tickets using [software or tool], ensuring each ticket is tracked and resolved efficiently.
  • Documented and escalated unresolved issues to senior management for further action.
  • Regularly followed up with clients to ensure satisfaction with the resolution provided.
  • Analyzed service data to identify recurring problems and suggest improvements to service processes.
  • Prepared monthly reports on ticket resolution times, customer feedback, and key performance indicators (KPIs).
  • Supported the implementation of new processes and systems to enhance service delivery.

Customer Service Representative - Follow-Up Team Member

PTCL Contact Center
Islamabad
05.2016 - 01.2023
  • Acted as a primary point of contact for customers requiring follow-up on complex issues.
  • Developed and maintained strong client relationships by providing effective solutions to their problems.
  • Analyzed service trends to identify areas of improvement and provided feedback to management for enhancing customer service quality.
  • Collaborated with team members to reduce customer complaints by 15% over the course of the year.

Customer Care Representative (CCR)

PTCL Contact Center
Islamabad
03.2014 - 05.2016
  • Provided exceptional customer service by handling client inquiries, resolving complaints, and guiding customers regarding PTCL services.
  • Managed follow-ups on pending cases to ensure timely and satisfactory resolution.
  • Assisted walk-in clients with services like new connections, service upgrades, and billing inquiries.
  • Maintained detailed records of customer interactions in the system for reference and process improvement.

Crew Member

McDonald's
Rawalpindi
12.2009 - 03.2014
  • Delivered prompt and courteous service to customers in a high-demand, fast-paced environment
  • Collaborated with team members to ensure high food quality, cleanliness, and overall customer satisfaction
  • Trained new employees on service protocols, safety measures, and maintaining efficiency during peak hours
  • Played a key role in the success of promotions and events, contributing to increased store revenue

Education

B.A. - Mass Communication

Allama Iqbal Open University
Islamabad
01.2016

Intermediate - Fine Arts

Govt. Gordon College
Rawalpindi
04.2009

Skills

  • Customer Service: Experienced in managing client queries, providing solutions, and maintaining a high standard of customer satisfaction
  • Communication: Strong verbal and written communication skills, with the ability to engage customers effectively
  • Problem-solving: Adept at identifying and resolving issues efficiently to enhance the client experience
  • Teamwork: Proven ability to work well in a team-oriented environment, with experience in coaching new hires
  • Time management: Skilled in handling multiple tasks simultaneously in high-pressure settings
  • Adaptability: Comfortable working in diverse environments, and quickly adapting to changes

Certification

  • Persuasive Presentation Skills -PTCL Academy 2019
  • Service Excellence -PTCL Academy 2017
  • Creating a Culture of Superior Customer Service - PTCL 2016
  • Creating the Agent for Tomorrow - PTCL Academy 2014
  • Best Lobby Person - McDonald's, 2012

Hobbies and Interests

Reading opinion columns, keeping up with current events through newspapers, Playing musical instruments and exploring different genres of music

Accomplishments

  • Certificate of Excellence – McDonald's Crew of the Year, 2011
  • Agent of the Month – PTCL Contact Center, March 2016

Languages

Urdu
First Language
English
Upper Intermediate (B2)
B2

References

References available upon request.

Languages

English: Fluent, Urdu: Native, Punjabi: Fluent

Personal Information

  • Father's Name: Muhammad Rafique
  • Date of Birth: December 25, 1987
  • Gender: Male → Nationality: Pakistani
  • Marital Status: Married

Timeline

Service Support Executive

PTCL Support Center
01.2023 - Current

Customer Service Representative - Follow-Up Team Member

PTCL Contact Center
05.2016 - 01.2023

Customer Care Representative (CCR)

PTCL Contact Center
03.2014 - 05.2016

Crew Member

McDonald's
12.2009 - 03.2014

B.A. - Mass Communication

Allama Iqbal Open University

Intermediate - Fine Arts

Govt. Gordon College

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Haroon Rafique