Muhammad Asad
Call Center Representative
Lahore
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. I am an Experienced call center representative with 10+ years of experience in providing excellent customer service to a variety of clients. Proven ability to resolve customer issues quickly and efficiently, while maintaining a positive and professional attitude. Strong communication skills, both written and verbal. Ability to work independently and as part of a team. Proficient in Microsoft Office Suite. Experience with customer support software. Resolved customer issues quickly and efficiently, with an average handle time of 10 minutes. Maintained a positive and professional attitude, even when dealing with difficult customers. Developed and implemented new customer service policies and procedures. Trained and supervised new call center representatives. Fluent in Englisg. Volunteered at the local homeless shelter for 2 years.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Call Center Manager
Rhino Dispatch Services
Brooklyn
07.2018 - Current
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Evaluated data to identify trends and determine customer service needs.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Implemented innovative service strategies to improve customer experience and engagement.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
Call Center Supervisor
IPTV Box
Ontario
02.2015 - 03.2018
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Created team rotations to man center effectively during peak hours.
- Trained team members on performance metrics and consumer behavior identification.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Led Daily team meetings to review performance, set targets and motivate staff.
Call Center Specialist
Spectrum Services
Texas
02.2012 - 02.2015
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Assisted customers by answering questions and responding to inquiries.
- Recommended products to customers, thoroughly explaining details.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Customer Service Agent
Directv Services
New Jersy
01.2010 - 01.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Communicated with clients regarding account services, statements, and balances.
- Facilitated communications through management of inbound and outbound customer calls.
- Responded to customer calls and emails to answer questions about products and services.
Education
BBA - Accounting And Business Management
Rise College of Accountancy
Pakistan 01.2010 - 01.2015
Skills
Employee engagement
Sports
I Can Play like 5 to 6 Different Kind of Games i am not the best in them But i am pretty good at those what i do play
Timeline
Call Center Manager
Rhino Dispatch Services
07.2018 - Current
Call Center Supervisor
IPTV Box
02.2015 - 03.2018
Call Center Specialist
Spectrum Services
02.2012 - 02.2015
Customer Service Agent
Directv Services
01.2010 - 01.2012
BBA - Accounting And Business Management
Rise College of Accountancy
01.2010 - 01.2015
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