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Waqas Khan
+92 344 444 3200
House # 383,Street # 36
Saddar,Cantt, Lahore
waqas_khan786@hotmail.com
www.linkedin.com\waqaskhan

Profile
Extensive product knowledge coupled with creative ideas for product applications. Strong analytical and planning skills.
Productive and efficient work habits without supervision. Self-motivator, having high energies. Solid background in
customer services and Analysis.

Objective of this position is to manage, plan and improve day to day team activities by motivating and giving feedback to
meet up the required service level defined by the client, and ensuring that the team is following ABU performance policy.

Expertise includes:

• Telecom Business and Technical Knowledge.


• Leadership & Team Building.
• Analytical Skills.
• Problem Identification & Resolution.
• Conscientious in Customer Retention.
• Complaints management.

Professional Experience
Abacus Consulting. | Telenor inbound call center 345 Mar 2009- to date

Team Lead:

• Proactively manage efficient team delivery and output within agreed service levels and business targets.
• Effectively manage business processes within the team, such as time and attendance and ACT reporting, to ensure
customer satisfaction and accurate flow of information to internal sources.
• Provide a conductive working environment for all employees and ensure discipline on the floor.
• Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary.
• Conduct return to work interviews after absenteeism.
• Conduct call monitoring either by listening into recorded calls or live calls and subsequently undertakes coaching
sessions with team members.
• Regularly appraise and review staff in line with company methodology i.e. ABU.
• Ensure training and development plans are maintained for all team members.
• Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention
targets are achieved.
• Develop and ensure effective and efficient communication channels amongst his teams to achieve the targeted
RCM level.
• Provide motivation and management of the team members in order to maintain required levels of retention,
attendance and operational excellence.
• Provide clear and constructive feedback to both good and bad performers.
• Disseminates information received from client contact point to the team members as soon as possible and ensure that
the team members are fully briefed on information received.
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Specialist in:

 Churn Management.
 Up selling technique.
 Team Building and Motivation.
 Coordinate with Client (TelenorPakistan) on different issues and concerns.
 Ability to communicate both technical and non technical personals.
 ISO 27001 parameters. Know as Information Security Management System.

Mobilink-Customer Management Services. | An Orascom Telecom Company Mar 2005- to Mar 2009

Customer Services Representative:

• Responsible for Contact Center caller to help them out in time.


• Direct Customer Handling on Helpline.
• In time solution of customer’s quires and to make sure the completion of every action on Contact Center in time while
forwarding their and complaints queries.
• Providing First Call Resolution.
• Meeting KPIs.
• Providing assistance to new hires to get the better results while they are a part of Mobilink Contact Center. Heading
customer care centers, guaranteeing customer delight
• Escalating issues.

Specialist in:

 Churn Management.
 CRM handling.
 Billing Systems. Geneva, Cygnet.
 Complaint handling.
 Ability to communicate both technical and non technical personals.

World-call Media-Customer Services Operation | World-call Telecom Limited Feb 2004 to Feb 2005

Customer Care Executive

• Providing technical assistance for handling and operating ACD exchange to agents.
• Responsible for making and Managing Call-Center reports.
• Inter-net Helpline Supervisor.
• Direct Customer Handling on Helpline and front desk.
• Coordination in different projects.
• Calls handling and repot making.

Specialist in:

 Reports Making.
 Coordination with regional sales personals
 CRM handling.

Call point’s – Customer Support Analysis | DANCOM Private limited Jan 2003 to Feb 2004

Data Processing Officer

• Coordinating with the Retail Sale Manager to manage sale dept.


• Managing day-to-day operations of Calling Card.
• Direct Customer Handling.
• Providing technical support, analytical services.
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• Report making.
• Setting targets for achieving results.

Specialist in:

 Sale analysis personal..


 Coordination with different regions.
 Reports making.
 Product development.

TES-Mart Floor Management | TESCO Pakistan Jan 2003 to Feb 2004

Cashier

• Responsible for cash handling.


• Acting Floor supervisor.
• Customer Services Personal.
• Managing Floor, Handling Internal and External Customers.

Achievement s

• Promoted as Supervisor “Customer Care Executive”.


• Appreciated with “Performance Achievement Award”.
• Worked as Floor Supervisor.
• Internet cards Layout for DANCOM internet services.

Education s

Bachelor of Computer Sciences


Al-Khair University.
Intermediate
Federal Government Degree Collage No 1 Lahore Cantt.

Professional Development t
 Advance Customer services Skills.  Culuter of Service Execellence.
Mobilink. . Mobilink.
 Product development.  Basics Of Customer Services.
DANCOM. TarnsData
 Graphics Design.  Sales Expansion techniques.
Peak Solutions. Call point’s.

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