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Raja Muhammad Rizwan

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 & KPIs to achieve set targets Evaluation of teams 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 customers 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

OrganizationTRG (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 Time

Tenure

May-2005 To Jan- 2007Description

Worked as a customer service representative and then supervisor ,served customers 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

OrganizationWorld Bridge Connect

Organization Type

Call centre

Designation

CSR

Location

Lahore, Pakistan

Type of Experience

Full Time

Tenure

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

OrganizationTaleem(education ) For All Trust

Organization Type

NGO

Designation

Public relation Officer and administrator of schools

Location

Lahore, Pakistan

Type of Experience

Full Time

Tenure

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

Majors

I 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 EnglishInstitute

University of the Punjab Lahore

Address

Lahore, Pakistan

Session

1999_2001

Trainings & Workshops Many Workshops and training programs attended for Emotional Intelligence at Workplace360 degree feed back by customer and Culture of Excellence-Organizational Development