SAIRA JAWAD-· -
Looking forward to work with open minded people who think of intellectual and financial stability as
growth to help communities get ahead in today’s race of perfectionism.
EXPERIENCE
AUGUST 2008 – APRIL 2016
CSR, SUPERVISOR INBOUND CALL CENTER, WARID-TELECOM
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Interact with the company’s customer and provide them with information to
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inquiries regarding products and services.
To deal with and help to resolve customer complaint.
To up sell the company products by identifying customers need.
To help generate sales lead.
To ensure the best customer experience in terms of accuracy and courtesy.
OCTOBER 2016 – FEBRUARY 2017
SUPERVISOR INBOUND CALL CENTER, IBEX GLOBAL
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Manage a team of call center agents.
Be available to affect the entirety of the agent’s operations.
Take calls that agent can’t handle and be available when an agent appears to
need assistance.
Monitor queue and track inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback.
To effectively built call center culture by monitoring on floor activities and be
available to assist agents while they are on the floor.
Disseminate new product information to the agents.
Discuss a sale theme or point-of-interest topic for the agent.
Communicate company information.
To schedule residual training, departmental meeting, sale training and computer
training.
Administer training programs for staff.
MAY 2017 – SEPTEMBER 2019
QUALITY ANALYST, MINDBRIDGE
Quality Analyst for the project of an international client.
JANUARY 2020 – JUNE 2020
LEAD MONITORING CENTER, NEXTBRIDGE
Monitoring the assets of an international client with security services.
EDUCATION
MAY 2005
MA-ELT, UMT (UNIVERSITY OF MANAGEMENT AND TECHNOLOGY)
3.64 CGPA – Rector Medalist
SKILLS
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Languages: Urdu, English, Punjabi
Excellent Communications Skills
Excellent Interpersonal Skills
Excellent Strategy & Planning Skills
Excellent Analytical Skills
Microsoft Office (Word, Excel, PowerPoint &
Outlook)
Energetic
Self-motivated
Punctual
PROFESSIONAL TRAININGS
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Training at Warid Telecom on Customer Services in April, 2008.
“Best of the Best” workshop held under Warid Telecom December, 2012.
Training on “Leadership Excellence” provided by SCHUITEMA in March, 2013.
ACTIVITIES
I love to go out sometimes maybe to watch a movie or just look around and praise nature. Sometimes
I’d rather just stay at home and listen to music or have some intellectual thoughts while enjoying a cup
of tea.
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