Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
References
Timeline
Generic

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

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

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Nelab JosephResearch Officer