Raja Muhammad Rizwan

DOB: Feb 12,1980House#314 block B3 Johar town LahoreLahorePakistan(03018482835) (04236100884)raja_rizwan79@hotmail.com

Objective: To work in a thorough professional environment, a vivid learner and enthusiastic towards my job assignment, would love to be a part of an organization that offers growth opportunities and enhances my potential in contributing to achieve the organizational goal.

Brief Profile

A result-driven person with extensive work background in Telecom Industry. Broader experience of Customer Care & Operations Departments with the

primary focus on exceeding expectations for customer service delivery while ensuring optimum brand impact.

Possesses an excellent interpersonal, communication and negotiation skills and the ability to develop and maintain mutually beneficial internal and external relationships.

Enjoys being part of, as well as managing, motivating and training, a successful and productive team, and thrives in highly pressurized and challenging working environments.

Mobilink vimpelcom (market leader in telecom industry of Pakistan)(January), 2007 to Present)Shift Co-ordinator – Blackberry nationwide customer Support Team

Monitoring & maintaining satisfactory service level as per company policy Responsible for managing work load & KPI’s to achieve set targets Evaluation of team’s quantity and quality progress reports Provide Coaching, guidance, support and situational leadership to a team of 12

to 15 customer care staff and also assist them in their development to meet business objectives

Coordinating with the other departments & teams of all regions to facilitate our corporate users and top business executives for immediate resolutions to their issues & queries

Providing swift resolution to customer’s complaints ultimately repairing trust

and winning loyalty Demonstrating outstanding problem solving and active listening skills-able to

diffuse difficult customer situation with tact and ease Acknowledged for unwavering commitment to providing exceptional customer

care

Organization TRG (the resource group) International call centreDesignation Customer Relations Officer and then promoted to supervisor Location Aiwan e Iqbal top floor Lahore, Pakistan Type of Experience Full TimeTenure May-2005 To Jan- 2007Description Worked as a customer service representative and then

supervisor ,served customer’s queries and complaints calling from USA monitored representatives phone calls and provided necessary performance feedback ,then selected to train new customer service representatives, functioned as ongoing trainer and assured consistent quality of services and professional environment

Organization World Bridge Connect Organization Type Call centre Designation CSR Location Lahore, Pakistan Type of Experience Full TimeTenure May-2004 To Apr-2005 Description Telemarketing of different products in USA also up gradation of

customers on calling card plans, consistently generated additional revenues, utilizing through products knowledge and friendly sales techniques

Organization Taleem(education ) For All Trust Organization Type NGO Designation Public relation Officer and administrator of schools Location Lahore, Pakistan Type of Experience Full TimeTenure Jan-2002 To Apr-2004 Description To check and manage the administration of the organization and

schools, also served in marketing team for collection of funds, used to accommodate and guide national and international celebrities who used to visit schools.

Education: Degree Name Diploma of customer care representative Level Attained Short Course Institute MPS institute of information and technology Address Lahore, Pakistan Session 2005 - 2006

MajorsI learnt how to handle customers effectively and acquired customers service skills working in a inbound and outbound call center

Degree Name Diploma in computer applications Level Attained Short Course Institute private institute Address Lahore, Pakistan Session 2002 - 2002 Majors

Degree Name Masters in English

Institute University of the Punjab Lahore Address Lahore, Pakistan Session 1999_2001

Trainings & Workshops

Many Workshops and training programs attended for “Emotional Intelligence at Workplace”360 degree feed back by customer and Culture of Excellence-Organizational Development”