Aatif Shehzad

Provided accurate product/service information and resolved customer complaints using problem-solving and customer handling skills.  Supported first-call resolution, customer education, service compliance and adherence to schedules and company policies.  Maintained working knowledge of CRM and communicated customer feedback and suggestions to supervisors.  Achievements: Recognized as Employee of the Month multiple times, placed among top-ten employees several times, and received appreciation for excellent adherence.

Lead the team to achieve management-defined targets, KPIs and operational expectations through structured follow-up and performance management.  Drive customer satisfaction and first-call resolution (FCR) by reinforcing service quality, process adherence and effective issue resolution.  Set clear team objectives, conduct regular team meetings and maintain staff motivation, engagement and accountability.  Ensure compliance with customer service processes, policies, Code of Conduct and call-center SOPs.  Keep the team updated on products and market offers; ensure customer queries and complaints are followed through to resolution within assigned turnaround times.  Monitor staff competency and performance, maintain individual performance records, and support improvement against targets.  Lead teams toward assigned sales and revenue objectives while balancing customer experience and operational requirements.

Handled inbound customer service and sales calls, including upselling Residential Gateway Units (RGUs) covering TV, Internet, Phone and Home Security services.  Converted complaint and service-related interactions into sales opportunities using active listening, empathy, problem solving and persuasive communication.  Maintained customer satisfaction while working toward and exceeding sales targets.

Documented process details, SOPs and training manuals for new processes.  Supported research and preparation of business and marketing plans for new opportunities.  Managed online/offline marketing activities, client bank transaction settlements, email scheduling and recurring reporting.  Managed webinars and gateways and provided administrative/back-office support including shipping orders, refunds and client issue resolution.  Managed email follow-ups for direct-mail and email marketing campaigns.  Managed the design, development, execution and implementation of the Heart Issues Finder (HIF) test in several languages

Supported service quality through call reviews, CRM investigation, individual feedback and coordination with relevant departments. Aatif Shehzad | Professional Resume  Evaluated CSR courtesy and accuracy through the Performance Scoring Module (PSM) and conducted daily/monthly counselling.  Coordinated performance improvement plans, refreshers, team rosters and updates on new processes and SOPs.  Supported dispute resolution and operational targets assigned by Customer Service Operations management.  Achievement: Supported the successful launch of the outsourced PITB Highway Patrolling 1124 project.