- First Name: Muhammad Salman
- Last Name: Naeem
- City: Dubai
- Country: United Arab Emirates
- Phone No: 971562745063
- Education: Masters
- Field of Study: Mass Communication
- College or University: Universtity of the Punjab
- Time Period: 1 month
- Job Title: Supervisor operations client services
- Listed: August 25, 2015 7:34 am
- Expires: This ad has expired
8 years of experience in customer services
I have a Master’s degree and have 8 years of experience in customer services. I was working as a supervisor client services in i2c Pakistan (Lahore – Pakistan). My Core competencies include but not limited to:
• Team Leading / Supervision • Prepaid Debit cards (Visa/Master/Discover)
• Training / Coaching • Quality Assurance
• Fraud and Chargebacks
• AML Knowledge • Customer Satisfaction • Indexing / Record Keeping
• Correspondence Handling • Documentation Management • Reports Creation
• To handle the escalation calls of the customers. I handled all type of issues with prepaid debit and gift cards. Such as: Dispute, Fraud, AML, Transactions and other cards related inquiries.
• I have conducted many training sessions of AML, Disputes and trained the agents on all on board clients.
• To provide front end support to all the customers of the partner companies that i2c works with. I was assigned 21 clients to take care of. My utmost responsibility was to ensure that all the concerns, queries, escalated issues, and all sorts of requests of all the clients are taken care of at all times.
• I was also assigned a team of 25 customer service representatives. My additional responsibility was also to make sure that all the resources in my team are performing upto the mark and providing quality service at all given times.
• To conduct regular and thorough training sessions / coaching sessions / meetings among team members to ensure all were updated and on the same page.
• Regularly listen to the random conversations between the resources and customers to ensure compliance and quality check.
• To maintain constant team building, discipline and work ethics among my team members.
• To ensure set parameters and define standards of quality customer service and satisfaction are always met.
My CV is attached for reviewing the duties in detail.