Sumaiya Mansoor
Customer Service Manager
Rawalpindi
Summary
Customer Service Manager with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Team Leader
Onic (Ufone)
10.2023 - Current
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Managed timely and effective replacement of damaged or missing products.
- Provided primary customer support to internal and external customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- Facilitated regular team meetings to discuss progress, challenges, and areas for improvement.
Coordinator
Agency21 International
10.2022 - 03.2023
- Managing the attendance and other evaluation reports of around 60- 80 people
- Managing the Record Room Files and office report files Monthly and Yearly
- Coordination with zonal managers for the required marketing material (i.e project booklets, Investment guides and gift boxes) Managing the Monthly Stock of the Center (Marketing material, gift boxes, etc) Managing the Wall of Fame record and updating it monthly (according to the stats provided by Accounts Team) Preparing the daily expense details along with vouchers and sharing it to the Finance team
- Receiving and dispatching of documents to concerned personnel
- Managing the preparations of Chairman's and Director's meetings at Head Office with sales teams and other departments.
Operations Manager
PTCL-UFONE Business Center
12.2019 - 11.2021
- Managing overall operations of the center
- Inventory and Cash Flow Management
- Team's Monthly KPI's and Sales target achievement
- Keep the team updated on New MIB' for smooth performance
- Reporting to immediate line managers and higher management for the Center's report (KPI's, achievements, targets and issues) Customer Retention
- Monthly leave quota management
- Maintaining overall ambiance and environment of the center.
Sales Executive
PTCL Customer Care
09.2017 - 11.2019
- Complaint Registration / FCR and order placement
- Pre-Sales and Post sales services
- Project a professional company image through one-to-one interaction
- Provide customers with product and service information
- Retaining the Customer on Network
Supervisor Floor Operations
PTCL Contact Center- RWP (Contract)
04.2012 - 09.2017
- Manage the Inbound, Outbound and Telesales teams involved in multiple skills
- Manage teams and systems to maximize the quality and quantity of service
- Tracking CSEs' performance parameters through CUIC reports
- Provide leadership and assistance to supervisors and CSEs' in resolving issues
- Observe the workload and forecast the workforce according to workload
- Submission of reports to the concern department
- Follow the SOPs and ensure the compliance of SOPs
- Design motivational programs for agents to enhance their capabilities.
Education
MSc. -
International Islamic University
09.2021 - Current
Bachelors of Arts - undefined
Govt. Degree College for Women
High School - undefined
Govt. Girls Higher Secondary School No.2 (B)
Skills
Client management
Customer management
Retention
Onboarding
Growth
Adoption
Relationship
Customer journey
Personal Information
- Date of Birth: 12/14/1989
- Nationality: Pakistani
Timeline
Customer Service Team Leader
Onic (Ufone)
10.2023 - Current
Coordinator
Agency21 International
10.2022 - 03.2023
MSc. -
International Islamic University
09.2021 - Current
Operations Manager
PTCL-UFONE Business Center
12.2019 - 11.2021
Sales Executive
PTCL Customer Care
09.2017 - 11.2019
Supervisor Floor Operations
PTCL Contact Center- RWP (Contract)
04.2012 - 09.2017
Bachelors of Arts - undefined
Govt. Degree College for Women
High School - undefined
Govt. Girls Higher Secondary School No.2 (B)
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