Sikandar Ali

Sikandar Ali

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  SIKANDAR ALI E 479/D,St no. 1, Pir Colony near Sunny Homes EXT DHA W Block Lahore. Telephone: 03334000061-03344443321 Email: [email protected] Objective Now looking to build on his extensive range of technical skills within a suitably challenging role. Keen to achieve further professional development. Opportunity to gain a competitive position in customer care, finance or administration with a bright future in a professional growing, knowledge sharing environment in reputable organization. Education &Key Technical Skills MBA Marketing 2007(Al- Khair University) Power Pack IT: (with MSOffice, &MSWindows). Lahore,Pakistan Call Centre trainings: MPS CALL CENTRE Lahore, Pakistan Career Summary UFONE PAKISTAN As Senior Customer Services Representative/ Call Centre Executive (Dec, 2008 to Till date) Major Responsibilities:  Dealing with the walk-In Customers.  Product information to customers.  Making weekly and monthly reports for analyzing the business targets.  Responsible High Competency & Skills Level of the staff.  Taking inbound calls.  Handling Customer Queries & their resolution  Maintaining of KPI’s with high focus  Product information to customers.  Always take initiative for keeping the team updated in terms of Department Processes, new offers/products being introduced by the company.  Always keen to help the agents learn to be more professional, customer-focused with feedback and by polishing their probing skills to have better understanding with the customers.  Liaison with the concerned department to address customer queries. TELENOR (Pakistan) As a Customer Relationship Officer (April 2006-November 2008) Major Responsibilities:  Taking inbound calls. Page 1 of 3
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   Handling CustomerQueries & their resolution  Maintaining of KPI’s with high focus  Product information to customers.  Top 30 CRO in CRD section and obtaining 2nd positing.  Training to TRG (OSP) to substantiate Telenor CRD CS operational support in South. As a Backup Team Leader in CRD Telenor Major Responsibilities:  Maintaining strong work relationships with my team mates and putting emphasis on team building for making our team as the best team in CRD Telenor Pakistan.  Responsible for the each team member to achieve all targets/KPI’s set by the department.  Responsible for keeping the team updated in terms of Department Processes, new offers/products being introduced by the company.  Maintain high Motivation level & Moral of the Team by regular team meetings & Motivational Exercises.  Help the agent learn to be more professional, customer-focused with feedback  Making weekly and monthly reports for analyzing the business targets.  Responsible High Competency & Skills Level of the staff. With PTCL Pakistan (CDAS/1236/WLL Projects) (Jan 1, 2005 – April 1, 26 Dec -2008)  Taking inbound calls.  Handling Customer Queries & their resolution  Maintaining of KPI’s with high focus.  Product information to customers On Job Profile/Special Task  Organize various entertaining events.  Various Team Outdoor & Indoor Trainings on Team Motivation & Team Building  Various Productive initiatives & Analysis for to develop efficient processes and resource optimizations  Excellent execution of QUALITY IMPROVEMENT AWARENESS PROGRAM.  Performed key role in revamping.  Conducted several training sessions in order to maximize competencies of internal customers to sail them on same boat. Achievements/Professional development. @ Telenor Pakistan  11 times Quality award winner in CRD, Telenor. 4 times employee of Month Award winner.  Worked on Telenor’s OSP1& OSP2 (out-sourced project) at TRG Karachi/ Lahore as Trainer. @Ufone Pakistan  15 times employee of Month Award winner.  Work as a source for different department as Training, Service Centre. Accomplished several internal training session. o Post pay specialist o Prepay specialist o Universalist Page 2 of 3
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   Creating theMoments of Magic by Aamir Siddiqui – CEO* Golden Blue Company (A project on Customer Services and Self Analysis for contribution in organizational & Career development) Personal Details Date of Birth: 14/03/1984 Languages: Fluent English, Urdu & Punjabi Nationality: Pakistani Health: Excellent; non-smoker Other Contact Numbers (Family) - 03366661771 Interests & Activities Currently include: Cricket, and Booking reading. References are Available on Request Page 3 of 3