suliman ahmad khan
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Customer suppert executive
ibex.
BBA Hons
National College of Business Administration & Economics , Lahore
Summary
Human Resources Generalist with progressive experience managing employee benefits & compliance, employee hiring & onboarding, performance management processes, licensure tracking and HR records. Dependable and organized team player with the ability to communicate effectively and efficiently. Skilled at building relationships with employees across all levels of an organization. Proficient with HRIS, applicant tracking and benefits management.
Experience
Customer suppert executive - ibex.
2018 - Present
o Lead a team of CSEs on Inbound Operations
o To communicate the company and client vision, purpose, core values to employees.
o Help CSEs to understand processes and services information in a positive and effective way
o Resolve agents and customers issues.
o Conduct performance reviews and team meetings.
o Handle escalated queries of customers and employees.
o Perform the work of agents during peak periods.
o Coordinate with support departments for smooth operations.
o To resolve employees grievances and to motivate them to meet company goals.
o To create a sense of ownership among the employees and to ensure a continuous personality and professional development of the team members.
o Timely Reporting
o Achieve and exceed defined KPIs
o Ensuring that proper procedure of feedback are being followed
o Coordinating and conducting sessions with all CSEs to ensure that proper feedback and inputs are given
o Evaluating team(s) performance on Daily/Weekly/Monthly basis
o To improve team working and facilitate the communication in the team members.
o To ensure that highest level of quality customer care is delivered and all problem incidences are reported and highlighted.
o To have adequate product knowledge for transmission to team in order to achieve maximum customer satisfaction.
o To be able to create a professional environment in the contact center.
o Ensure compliance with all company / client policies, procedures and practices.
o Positive Attitude, goal oriented and team player.
HR internee - Chawla entrprises
2015 - 2015
Honours And Awards
July 2016 : Trainee of the Day Batch (Ibex Global)
August 2017 : Best Employee Performance Award (Ibex Global)
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