Memon Asim

Memon Asim Address: Flat No 602 Alnoor Center Near Gulplaza Saddar Karachi Email: Contact: -- OBJECTIVE To be a part of progressive and dynamic organization in position offering growth & opportunities to utilized my creative and organizing skills PROFILE A professional with more than 9 years of working experience, committed to the quality services and performed responsibilities with extreme professionalism, consistency and determination even under extreme pressure. Proven ability to think outside the box and effect change using a solution based mindset retaining the ability to assess most situations quickly and adapt into the style that most fits the situation and ready to accept challenges in today’s dynamic environment ORGANIZATION SCAN WORK EXPERIENCE Position: Period: SQA and Customer Success Operator Dec 2016 – Oct 2020 Excellent front end testing skills with experience of testing Web Applications like ConnectPay, VAT Smart etc. Experienced in Testing of Mobile applications IOS & Android platforms. Self-learner and self-motivator don’t hesitate to learn new tools, technologies, and frameworks an experienced team player with excellent communication and interpersonal skills and know how to work under pressure. Mobilink a VIMPLECOM Company engaged in serving the Pakistani nation proving them the No 1 network coverage in the country with care WORK EXPERIENCE Position: Period: Sr.Associate (IRU DEPARTEMENT) March 2013 – May 2016 Job Description:  Activation/Deactivation of different products/services & VAS on Individual, Club &           Companies & Club Companies Accounts Making sure smooth operation of connectivity & QOS with the help of technical, try to fix up connectivity issues to improve QOS level, Guiding Customers regarding their billing queries, billing related complaints of Bills adjustment/Credit notes/financial adjustments & Financial Movement via assigned teams with in organization Coordinating with all front desk touch points Franchises/Customer Service Centers/Franchise Coordinators & Franchise Executives for fixing up different issues e.g bill payment, new sale etc & making sure customer satisfaction with provided resolution Providing Sale Leads to ES-Sale Teams nationwide which tends to increase company’s revenue & help ES-Teams in meeting their targets Coordination with Project Management Team for streamlining already defined complaints handling & suggesting Quality Assurance Team for the redesigning of SOP Fixing up different system related issues on customers’ accounts in CRMs with the help of Operation Support and IT Teams Maximum workload management as per business requirement effectively & efficiently under high pressure with maintaining QA standard & providing best resolution along with optimum customer satisfaction Churn Save Handling via win back offers taking as a business decisions which results saving company’s loss increasing future revenue Coordinating with vendors for different services offered by them for the resolution of different issues raises through customers’ complaints & feedback/ Data Service Related Troubleshooting Position: Period: Team Leader (Customer Care Representative) Feb 2011 till Feb 2013 Job Description:          Leading a Team of 15 -18 individuals Ensure team is updated with all changes in products, policies and procedures Ensure self and team participation in team meetings, Daily Clinics, CTP and other learning forums Get hands on experience of every new promotion and service Provide feedback to the management on issues and challenges for enhanced customer experience Perform other duties / special tasks as assigned by Floor Management Evaluated Calls taken by the CSR’s and provided them the feedback based on the requirement of Quality Services on daily basis Provided the CSRs all the necessary coaching required Provided timely feedback after listening to the CSR’s live cal Position: Period: Team Coordinator (Customer Care Representative) Dec 2009 till Feb 2011 Job Description:  Make calls to the respected customers  Provide quality work as per the set standard and prepare daily reports.  Assist the team in the required area  Conduct daily clinics and team meeting         Prepare presentations of the newly lunched projects Make reversals for below standard calls Attend QA meetings and discuss the area of improvement within the team Monitor floor decorum Float Saturday roster within the team Share QA refresher weekly Identify the average performers and coach them in the required area Make seating plan and break schedule Position: Period: Customer Care Representative (Inbound) Aug 2007 TO Dec 2009 Job Description:  Taking live calls on 111 helpline .Handling customer’s queries, complaints regards services       Planning/assigning tasks on day to day basis. Achieve the set KPI’s covering areas like quality, productivity and adherence. Handling customer’s queries, complaints, and instructions countrywide. Back up team lead for escalation & chronic calls. Ensuring the portfolio quality as per business guidelines. Log all written and verbal complaints in the system HONORS & AWARDS     Call of the fame award (March, June, July & August 2007) Employee of the Month September and October 2008 Call of the fame Award in the month of March 2011 Surprise Award (going extra mile to facilitate customer with resolution) EDUCATION  Master in Computer Science in Blekinge Tekniska Hogaskolan(Sweden)  Bachelors in Software Development in University Of Huddersfield(UK) PROFESSIONAL TRAININGS WORKSHOPS  Time Management  Strategic Time Management Workshop  Technical for Beginners (GSM Technology)  Emotional intelligence  Embracing Change  3 G service COMPUTER ABILITIES      Good work on MS Excel (Chart, Pivot, Auto & Conditional formatting, and Sorting & Filtering etc) Day to Day Queries, Reporting, e-mailing (Microsoft Outlook) Operating Systems (OS): Win98/NT/2000/Xp & Win7 Application Software: Microsoft Office, General software (OS), Siebel CRM, e-point CRM, PDF. Internet, E-mail, Fax STRENGTH   Always willing to face challenges Self-motivated   Well aware how to utilize my limited resources in best manners Ability to work in immense pressure to meet the set target Skills & Expertise      Customer Relations & Customer Service Customer Retention & Customer Satisfaction Support & Sales Execution Team Management. Team`s Training & Development PERSONAL DOSSIER CNIC:- Date of Birth: 15 July 1981 Language Known: English, Urdu, Sindhi,Punjabi Will be furnished upon request