Muhammad Arslan

• Identify customer-impacting issues and implement solutions/process improvements to enhance customer satisfaction and improve site's operational efficiency.

• Demonstrate excellent communication skills, actively listening to customers, and providing clear and concise verbal and written communication, effectively conveying complex information.

• Streamline and monitor quality programs to address overdue compliance activities.

• Maintain a customer-centric mindset, empathizing with customers, exercising patience, and understanding needs and preferences.

• Possess technical proficiency, familiar with various software applications like CRM systems, email, and chat software, and adept at troubleshooting technical issues.

• Take charge of overall direction, performance management, coordination, and evaluation of teams, supervisors, and SMEs.

• Recruit, interview, and hire employees while implementing a mentoring program to encourage positive feedback and engagement.

• Define clear targets and objectives, ensuring effective communication with other team members.

• Exhibit strong teamwork and collaboration skills, effectively working with cross-functional teams, sharing knowledge, and contributing to a positive work environment.

• Utilize sales and up-selling skills to identify customer needs and promote relevant products and services.

• Foster a continuous learning mindset, actively acquiring new skills, staying updated on industry trends and best practices, and applying newfound knowledge to enhance customer service performance.

• Assisting in resolving customer complaints/disputes.
• Providing information to customers.
• Monitoring performance.
• Keeping a record of calls and relevant details.
• Updating customer details.
• Making outbound calls to customers.
• Building and maintaining positive relationships with customers.
• Managing time efficiently to maximize call volume.
• Maintain the Call Quality Score.
• Respond to complaints and resolve issues to the customer's satisfaction and to maintain the company's reputation
• Monitoring quality performed by other departments
• Ensuring that quality requirements are met by entities placed under the control of the quality department
• Maintaining Performance records of operations to increase the performance ratio