Nelab Joseph
Research Officer
Rawalpindi
Summary
To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
4
4
Certifications
Work History
RESEARCH OFFICER
CMPak Ltd - Telecom - Islamabad
- Team Management: Led and managed the customer service team, ensuring consistent high performance and customer satisfaction.
- Customer Satisfaction Reporting: Designed and prepared detailed weekly reports on customer satisfaction, analyzing returns, chargebacks, and refunds to identify areas for improvement.
- Customer Relationship Management: Developed and executed strategies to enhance customer retention and satisfaction, leading to a significant increase in brand loyalty.
- Project Management: Created and implemented project plans for customer service initiatives, ensuring on-time delivery and adherence to quality standards.
- Digital Platform Management: Utilized Meta, Google reviews, and other platforms to manage customer feedback and improve online customer experiences.
- Collaboration: Worked closely with various departments and third-party service providers to ensure seamless customer experiences and accurate delivery timelines.
QUALITY ASSURANCE OFFICER
CMPak Ltd - Telecom - Islamabad
- Quality Control Processes: Developed and implemented quality control processes to ensure that all products and services met company standards.
- Performance Evaluation: Regularly evaluated team performance against set quality benchmarks, ensuring consistent delivery of high-quality service.
- Call Monitoring and Audits: Conducted call monitoring and audits to ensure adherence to quality standards, providing feedback and coaching to team members as needed.
- SOP Development: Played a key role in the development and refinement of Standard Operating Procedures (SOPs) for quality assurance, ensuring clear guidelines were in place for all processes.
- Customer Feedback Analysis: Analyzed customer feedback to identify areas for improvement in service delivery, working closely with customer service teams to implement changes.
- Reporting and Documentation: Prepared detailed reports on QA metrics, including accuracy rates, compliance with SOPs, and customer satisfaction levels, presenting findings to senior management.
- Training and Development: Conducted regular training sessions for staff on quality standards and best practices, fostering a culture of continuous improvement.
- Issue Resolution: Led efforts in identifying and resolving quality issues, working collaboratively with other departments to ensure quick and effective solutions.
- Compliance: Ensured that all operations were in compliance with company policies, industry regulations, and legal standards.
SOCIAL MEDIA OFFICER
CMPak Ltd - Telecom - Islamabad
- Community Engagement: Actively monitored and engaged with the online community, responding to customer inquiries, resolving issues, and fostering positive interactions with the brand.
- Crisis Management: Managed social media crises effectively by addressing customer concerns promptly and diplomatically, minimizing potential negative impacts on the brand’s reputation.
- Cross-Departmental Collaboration: Worked closely with marketing, customer service, and PR teams to ensure a unified brand voice across all customer touchpoints.
- Trend Monitoring: Stayed updated on the latest social media trends, tools, and best practices, adapting strategies as needed to maintain competitive advantage.
COMPLAINT MANAGMENT OFFICER
CMPak Ltd - Telecom - Islamabad
- Complaint Resolution: Managed and resolved customer complaints efficiently by investigating issues, identifying solutions, and ensuring customer satisfaction within the provided timeline.
- Ticketing System Management: Utilized the company’s ticketing system to log, track, and resolve customer complaints, ensuring all issues were documented and followed through to resolution.
- Cross-Departmental Coordination: Collaborated with various departments, including technical support, billing, and customer service, to address and resolve complaints that required multi-departmental input.
- Customer Communication: Maintained clear and professional communication with customers throughout the complaint resolution process, providing timely updates and ensuring a positive customer experience.
- Root Cause Analysis: Conducted root cause analysis for recurring complaints to identify underlying issues and recommended process improvements to prevent future occurrences.
- Reporting and Documentation: Prepared detailed reports on complaint trends, resolution times, and customer satisfaction levels, presenting findings to senior management for continuous improvement.
- Quality Assurance: Monitored and evaluated the quality of complaint handling processes, ensuring adherence to company standards and identifying areas for training and development.
- Policy Development: Assisted in the development and refinement of complaint management policies and procedures to enhance efficiency and customer satisfaction.
- Escalation Management: Managed escalated complaints by providing high-priority attention, resolving complex issues, and ensuring that customers felt valued and heard.
TEAM CORDINATOR
CMPak Ltd - Telecom - Islamabad
- Team Leadership: Coordinated and supervised daily activities of the team, ensuring tasks were completed efficiently and in alignment with project goals.
- Task Delegation: Assigned tasks based on team members’ strengths and project requirements, ensuring optimal use of resources and timely completion of objectives.
- Performance Monitoring: Monitored team performance, provided feedback, and implemented corrective actions as needed to maintain high productivity and quality standards.
- Meeting Coordination: Organized and led regular team meetings to discuss project progress, address challenges, and ensure alignment with company objectives.
- Communication Liaison: Acted as the primary point of contact between the team and upper management, ensuring clear and effective communication of expectations, updates, and feedback.
- Training and Development: Identified training needs and coordinated relevant training sessions to enhance team skills and knowledge, contributing to overall team growth and performance.
- Conflict Resolution: Addressed and resolved conflicts within the team promptly and effectively, fostering a positive and collaborative working environment.
- Project Documentation: Maintained accurate and up-to-date documentation of project plans, progress reports, and meeting minutes to ensure transparency and accountability.
- Resource Allocation: Managed the allocation of resources, including time, tools, and personnel, to ensure projects were completed on time and within budget.
CUSTOMER SERVICES OFFICER
CMPak Ltd - Telecom - Islamabad
- Customer Support: Provided exceptional customer service across multiple channels, including phone, email, and live chat, addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction.
- Issue Resolution: Handled and resolved customer complaints and problems in a timely and effective manner, utilizing problem-solving skills to find appropriate solutions and ensure customer contentment.
- Product Knowledge: Maintained comprehensive knowledge of company products and services to effectively assist customers, provide accurate information, and offer tailored recommendations.
- Service Improvement: Identified recurring issues and suggested improvements to processes and policies to enhance the customer experience and prevent future problems.
- Customer Interaction: Managed customer interactions with professionalism and empathy, ensuring a positive and engaging experience that reinforced brand loyalty.
- Documentation and Reporting: Documented customer interactions and issues in the CRM system, prepared reports on customer feedback, service performance, and common complaints for management review.
- Cross-Functional Collaboration: Worked closely with other departments, such as technical support and billing, to resolve complex issues and provide comprehensive solutions to customers.
- Training and Mentorship: Assisted in training new team members and provided ongoing support and guidance to ensure they understood and adhered to customer service standards and best practices.
- Performance Metrics: Monitored and achieved performance metrics, including customer satisfaction scores, response times, and issue resolution rates, contributing to overall team goals.
Education
Intermediate In Computer Sciences (ICS) -
Govt. College For Women Rawalpindi
Rawalpindi 04.2001 -
High School Diploma -
St.Annie's Presentation Convent Girl’s High School
Rawalpindi 04.2001 -
Bachelor of Arts -
Govt. College For Gils Rawalpindi
Rawalpindi 04.2001 -
Skills
Communication skills
Leadership experience
Organizational know-how
Collaboration talent
Problem-solving abilities
Time Management
Decision Making
Teamwork
MS Office
Certification
Three months English Language Course NUML Islamabad
Personal Information
Gender: Female
Languages
English
Advanced
C1
Urdu
Advanced
C1
Punjabi
Advanced
C1
Italian
Beginner
A1
References
References Available Upon Request
Timeline
Intermediate In Computer Sciences (ICS) -
Govt. College For Women Rawalpindi
04.2001 -
High School Diploma -
St.Annie's Presentation Convent Girl’s High School
04.2001 -
Bachelor of Arts -
Govt. College For Gils Rawalpindi
04.2001 -
RESEARCH OFFICER
CMPak Ltd - Telecom - Islamabad
QUALITY ASSURANCE OFFICER
CMPak Ltd - Telecom - Islamabad
SOCIAL MEDIA OFFICER
CMPak Ltd - Telecom - Islamabad
COMPLAINT MANAGMENT OFFICER
CMPak Ltd - Telecom - Islamabad
TEAM CORDINATOR
CMPak Ltd - Telecom - Islamabad
CUSTOMER SERVICES OFFICER
CMPak Ltd - Telecom - Islamabad