MD. RIZIUA BIBI.
145, Shams Ave, plot# 115/2
Opp Blood Bank
Bhurgeri Rd
Karachi, Pakistan.
Phone: 021-32584367
Mobile: 0302-8158198, 0344-3221566
Email: riziuabibi86@gmail.com
PERSONAL SUMMARY
Customer service professional that is a self-starter and capable of effectively functioning with minimum supervision. Known for taking initiative and skilled at meeting challenges and deadlines. A team player who is attentive to detail and produces quality results. Computer proficient. Areas of expertise include:
• Analysis • Detail
Oriented
• Multi-Tasking
• Organization/Prioritizing
• Microsoft Office • Data Entry
• Written and Verbal Communications
CAREER OBJECTIVE
To secure a manager position and take company to
its next level through skillful management and by motivating, training and
supporting the team to achieve higher standards of performance.
PROFILE
Resourceful,
Innovative, Team-oriented worker with almost 09 years of progressive experience
in Customer Services, Sales & Marketing in Telecommunication, Finance and
FMCG. Versatile, proficient, self-motivated and ready to tackle the most
challenging tasks and assignments. Possess excellent communication and
interpersonal skills.
PROFESSIONAL EXPERIENCE
Company : MOBILINK INFINITY (BROADBAND & CARRIER DIVISION)
Position : Technical Support Engineer
Tenure : Jun 2008 till date
Wi-Max Service Center & Churn Analyst Team Leader: (March 2012 till date)
Job
Description:
·
Provide solution to CS Rep for better
customer experience
·
Handle /Managing and run a team of CS
Rep on daily operation
·
Reconciliation and reporting of
different data analysis
·
Design and Implement of Service Center SOP/Policy
·
Ensure to run the smooth operation and
provide the maximum solution to customer
·
Strictly adhere and monitor the
performance of CS Rep as per company assigned KPI’s, and timely action to
improve individual performance by conducting retention training, Negotiation &
Influencing training.
·
Process the customer’s refund instantly
at his first visit at service center.
Additional Responsibility: (QA&T Analyst)
- Evaluate TSE’s call on daily basis for
retention aspect and conduct individual retention skills session.
- Plan, Implement and monitor the retention
strategies.
Wi-Max Churn Management Team Leader (CRM) (November 2009 till March 2012)
Job
Description:
·
Plan and
implementation of retention strategies and ensure the smooth operations.
·
Evaluate call
of TSE in aspect of retention.
·
Provide
training to TSE’s to enhance customer retention and better customer experience.
·
Daily, weekly
and monthly churn reporting to higher management.
·
Sales Return
activities are entertained in which all the calculation is done as per company
SOP
·
Co-ordinate
with Finance department for refund.
·
Monthly
Finance report and data analysis of customer refund.
·
Ensure the
refund is ready within the time.
Additional Responsibility: (May
2011 till Oct 2011)
·
Front End
support at Service center from May 2011 till October 2011.
·
Customer CRM
complaint handling and provide Technical support at service center.
Support Center Team Leader (CRM) (August
2009 till November 2009)
Job
Description:
·
Restorations
of Customer User ID’s after payment and also on commitment of MPC client after
get them approved by Sales Manager/Directors after all the mandatory
verification, in system.
·
Blocking of
Customer User ID’s on Unpaid Bill/Credit Exceed/Unauthorized/Voluntary Block
each blocking done after proper checking and verifications with customers and
requested forwarded by Center/Sales Managers/Directors.
·
Change of
Package Plan on customers request after all verifications in backend and
billing system.
·
Customer Data
Correction /Change of Address / Change of Contacts activities entertained and
update in Order Booking System after proper verifications.
·
Sending
duplicate bills/ detailed bills on customer request by post/email.
·
Sales Return activities
are entertained in which all the calculation is done as per company SOP whether
customer is eligible for credit note/refund or not.
·
Daily Support
Center Reports and highlights send to CCM for check and balance whether
customer request/complains entertain under TAT or over TAT.
·
Payment
reversal from one to account to another. (VoIP to VoIP or GSM to VoIP)
·
Mange the
direct debit facilities of the customer.
·
Reconciling
the activities on daily basis performed by team to keep the check and balance
in different systems.
·
Add and remove
FnF as per customer request in billing system.
Support Desk (CRM) (February
2009 till July 2009)
Job
Description:
·
Maintaining Daily Shift Adherence which
is sent to MIS Team for pulse report.
·
Maintaining Daily Report of Centre for
check and balance which is sent to CCM.
·
Give resolution to MPC client on
immediate basis via coordination with other departments like Level 3 Support
(field team), C&C Team, CC Team & Billing Team.
·
Act as a supervisor in absence of Floor
Management.
·
Taking irate customers in confidence and
get their problem resolved after coordination with concern departments on
priority basis.
Customer Support Representative (June 2008 till February 2009)
Job
Description:
·
Technical Support of WiMAX Technology.
·
Support of Internet Connectivity through
LAN and WiFi for Mobilink Infinity.
·
Online troubleshooting and call handling
and give on call resolution.
· Knowledge of Zyxel and Siemens WiMAX Technology device.
Company : Calltorix Communication
Position : Floor Manager
Tenure : Nov 2007 till Mar 2008
Job
Description:
·
Managing the daily Sales database.
·
Assist in coordinating day to day
recruitment activities
·
Providing the soft skills training.
Company : Crystal Foods Inc
Position : Supervisor
Tenure : Apr 2004 to Apr 2007
Job
Description:
·
Running and managing two Franchise store
in Chicago Illinois (USA) for the last three years.
·
Work including
·
Cash Report
·
Inventory
·
Purchasing
·
Marketing
·
Banking
·
Customer Service and some other.
Company : Bhayani Securities Pvt Ltd (K.S.E)
Position : Research Analyst
Tenure : Apr 2003 to Apr 2004
Job Description:
·
Created Website for Kausar Abbas Bhayani
Securities.
·
Upload data on website daily.
·
Created data for K.S.E. top 100 index
companies
·
Prepare financial analysis and sector
analysis from company’s profit & loss account.
·
Create expected results for top 100
index companies through profit & loss account
ACADEMIC QUALIFICATION
·
Bachelors of Commerce
From Federal Urdu University in 2004
·
GED
From Chicago Cook County in 2005
·
Higher Secondary Certification
From Intermediate Board in 2002
·
Matriculation
From Ghulaman-e-Abbas School in 2000
Skills
Analytical, Dependable, Diligent, Decisive,
Workforce Management, Client Interaction, Leadership skills, team work, MS
Office
ADDITIONALTRAINING:_______________________________________________________________________________
·
Attended
“Customer Care” workshop training in
Mobilink.
·
Attended
workshop training on “Negotiation and
Influencing skills” by Int Trainer “Ramiz
Allawala”
PERSONAL DATA
·
Father’s Name : Rafiqu Islam
·
Marital Status : Married
·
Date of Birth : 6th May 1984
·
Religion : Islam
·
Nationality : Pakistani
· N.I.C. No : 42201-75416444-3
PERSONAL INTEREST
·
Internet Surfing
·
Movies & Music
·
Sports
·
Car Racing & Modification.
·
Travel
· Reading books
ACHIEVEMENT
·
Achieved Quarterly Award in the month of May 2009
for best individual performance at contact center in MOBILINK INFINITY.
·
Achieved Quarterly Award in the month of April 2010
for best performance at BCD-SUPPORT CENTER (Backend team) in MOBILINK INFINITY.
·
Achieved Quarterly Award in the month of April 2012
for best performance at BCD-SUPPORT CENTER (Backend team) in MOBILINK INFINITY.
·
Achieved a SILENT WARRIOR award in Oct 2012 based
on year 2012 performance by President.
REFERENCE
Reference will be furnished upon request.
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