Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
CustomerServiceRepresentative
Syed Baber

Syed Baber

Dubai

Summary

  • Energetic Call Center/Customer Service leader offering exceptional knowledge of call center procedures and customer satisfaction strategy demonstrated across 15 years of progressive industry performance.
  • Superior history of providing effective staff direction to improve or handle complex issues.
  • Well-positioned to manage customer escalations to resolve issues and improve service.
  • Motivated and disciplined team player with solid background of success in call center environments.
  • Successful at satisfying customers while maintaining strict productivity and accuracy standards. Known for excellent collaboration and soft skills.

Overview

19
19
years of professional experience
6
6
years of post-secondary education

Work History

Service Desk Team Leader

Gulf Business Machines
Dubai
04.2011 - Current
  • Manage 15 Service desk agents and day to day operations of IT-Service Desk
  • Acts as a 1st point of escalation
  • Manage call management activities as per ITIL standards between support teams and customers for all GCC locations
  • Encourage team to work together in order to optimize performance
  • Planning and managing resources to provide correct levels of cover and responsiveness to all customer calls
  • Assists management in setting challenging but achievable KPI’s and targets to match business metrics, performance standards and SLA’s, monitors individual and team performance
  • Manages process changes which may affect the team and reacts to resolve issues inside and outside the department
  • Ensure effective resolution of complaints/escalations
  • Responsible for final decisions on call resolutions and escalations
  • To make sure all tickets logged by the agents are updated with the current statuses
  • Foster team building by encouraging individuals to share knowledge
  • Highlighting problems and critical situations to management
  • Represents team at group meetings and inputs to the development of the IT Service desk
  • Make sure that the team is following defined processes and procedures as per ITIL standards
  • Acts as an Incident Manager for the IT Service desk as per ITIL standards
  • To maintain the incoming calls abandon rate less than 3 %
  • To make sure that holidays of the IT Service desk team are planned well in advance
  • Owner of the continuous process and service improvement plans
  • To conduct customer satisfaction surveys monthly for all locations
  • Supervise quality audits for IT Service desk
  • Responsible for employee appraisals
  • Responsible for overall daily, weekly and monthly reports for the management
  • Responsible for all escalations to top management
  • Responsible for all new service transitions to IT Service Desk
  • Conduct monthly service reviews with GBM location managers.

Call Centre Team Leader

Mobilink GSM
Karachi
06.2008 - 02.2011
  • Manage a team of 25 customer services representatives
  • Manage a team of personnel under direct supervision and handle the duty of delegating work functioning and daily job list on regular basis
  • Provide team support and ensure proper coordination between team members
  • Assist them in order to achieve their KPI’s i.e
  • Quality Services, Productivity, Quiz and Adherence
  • Offer them trainings regarding systems, new promos, products and regular coaching of team members
  • Handle escalated problems of the customers via calls/emails
  • Communicate with different departments in order to resolve customer issues
  • Share weekly and monthly reports with the management
  • Maintain floor decorum
  • Ability to explore best customer service practices and accordingly apply in the organization
  • Establish a win-win relationship between customers and company
  • Building trustworthy relation with the customers to maintain business loyalty and retention
  • Ensure that customer problems and complaints are handled professionally, effectively, maintained at a minimum level and resolved up to the highest level of customer satisfaction
  • Manage prospecting new clients, and servicing existing clients
  • Adopt systematic approach to problem solving and analyze results to implement solutions
  • Build good relationship and track client feedback & Ensure customer satisfaction
  • Educate customers on company products
  • Report to the management all staff concerns and customer problems encountered and follow up on customer’s complaint and ensured that it is solved
  • Present daily reports to the Supervisor.

Customer Service Representative

Mobilink GSM
Karachi
06.2005 - 05.2008
  • Manage large amount of inbound in a timely manner
  • Follow communication scripts when handling different topics
  • Work in single or multiple skill sets or queues over different channels of customer contact
  • Engaging in active listening with customers, confirming or clarifying information and diffusing angry clients, as needed
  • Log complaints for every issue reported by the customer and route it to concerned departments
  • Seize opportunities to upsell products when they arise
  • Build sustainable relationships and engage customers by taking the extra mile
  • Keep records of all conversations in our call center database in a comprehensible way
  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service

Administration Manager

Baber Enterprises
Karachi
01.2004 - 05.2005
  • Learned and applied preferred systems for scheduling, purchasing and problem-solving.
  • Collaborated with leaders from other departments to achieve consistent processes and maximize efficiency of resources.
  • Reduced employee turnover through employee development and other retention measures.
  • Supervised hiring processes and vendor relationships to maintain smooth operations for company.
  • Supervised staff and delegated tasks to maintain positive, productive administrative operations.
  • Met department budgets by monitoring and reporting on office expenses.
  • Developed and implemented improved filing systems for enhanced order and accuracy.
  • Coordinated customer, vendor and stakeholder relations for smooth communication flows.

Education

Bachelor of Science - Computer Science

Shah Abdul Latif University
Karachi
01.2000 - 12.2002

Post Graduate Diploma - Human Resources Management

Virtual University
Karachi
10.2018 - 10.2019

IELTS Band 7.5 -

British Council
Dubai
01.2018 - 01.2020

Trainings: People Managers Toolkit program Lean Six Sigma - undefined

Skills

Contact Centre Managementundefined

Additional Information

  • Marital Status, Driving License: Valid UAE license

Timeline

Post Graduate Diploma - Human Resources Management

Virtual University
10.2018 - 10.2019

IELTS Band 7.5 -

British Council
01.2018 - 01.2020

Service Desk Team Leader

Gulf Business Machines
04.2011 - Current

Call Centre Team Leader

Mobilink GSM
06.2008 - 02.2011

Customer Service Representative

Mobilink GSM
06.2005 - 05.2008

Administration Manager

Baber Enterprises
01.2004 - 05.2005

Bachelor of Science - Computer Science

Shah Abdul Latif University
01.2000 - 12.2002

Trainings: People Managers Toolkit program Lean Six Sigma - undefined

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Syed Baber