Ali Jabbar
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Team Lead Customer Experience
Sapphire Retail Limited
Summary
Experience
Team Lead Customer Experience - Sapphire Retail Limited
2018 - Present
Also working in close coordination with E-Commerce Team
Manager Call Center - Gourmet Foods
2016 - 2017
Also dealing with complaints (supply related/product related/service related) and resolving them and also escalating them where needed.
Team lead Outbound Department - Warid Telecom
2015 - 2016
• Managing and monitoring outgoing calls related to customers issues.
• Running upselling campaigns regarding multiple products and services such as LTE related and other promotions.
• Providing reporting and analysis details regarding running campaigns and their revenues and also forecasting processes regarding upcoming projects.
• Coordinating with vendor (courier service) regarding nation wide SIM Delivery project. Reconciling the record and invoicing on month to month basis.
• Vendor Management while managing and reconciling nationwide SIM Delivery and Upselling projects.
Team Lead Postpaid Service Recovery - Warid Telecom
2014 - 2015
• Looking after all postpaid related activities in view of customer service.
• Resolving postpaid customer’s complaints regarding signals, operations, financials and bill delivery covering all support related aspects.
• Vendor Management while collaborating with Engineering and Finance teams regarding issue resolutions and problem solving
• Stream lining existing processes and tasks to enhance customer experience.
• Consolidating and reporting postpaid corporate customer’s regular monthly postings with Finance teams.
Team Lead Subscriber Management Team - Warid Telecom
2008 - 2014
• Working as subscriber Management supervisor and handling all billing issues and voucher payment issues of Postpaid Customers.
• Keeping a check on customer’s postpaid tariffs and in case of wrong billing calculating the rebate and posting it to the customers
• Managing all voucher payments complaints of PostPaid customers and posting their respective voucher amounts in case of voucher payment errors.
• Coordinating with IT vendor regarding CRM upgradation other technical issues on behalf of Warid Telecom.
Executive Inbound/ Service Deliver Desk - OUTBOUND - Warid Telecom
2005 - 2008
• Ensuring resolution of delayed activities (complaints) related to customer (consumer / corporate)
• Calling customers and providing over the call solutions (mobile settings, Application settings) over the call within the predefined KPIs.
• Handling customer issues in call center over 321 help line.
• Answering customers queries and escalating their issues to concerned team.
• Ensuring to handle all calls in relevant KPIs.
Honours And Awards
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