Qudsia Ayaz
Lahore
Summary
Empathetic and energetic professional with extensive experience. Seeking a position that requires high levels of customer satisfaction in a fast-paced environment and extensive knowledge of managing people and time in a cost-efficient manner. I am a good communicator both written and verbal. I am skilled, confident and educated enough to handle customers so I can comfortably deal with publics. My educational background of Accounting and Finance provides me the competitive edge where multi-tasking is required. My goal is to work and grow in dynamic and challenging environment to achieve the assigned objectives and tasks, utilizing my knowledge, initiative and drive.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Support & Relationship Manager
Hitech Drafting Service
01.2017 - Current
- Team Management: It involves leading a team of customer support representatives and client services professionals. It also includes hiring, training, scheduling, and managing performance.
- Customer Satisfaction: Ensuring that customers are satisfied with the company's products or services is a primary responsibility. This involves monitoring customer feedback, resolving complaints, and implementing improvements based on customer needs.
- Client Relationship Management: Building and maintaining strong relationships with clients is crucial. Being manager, responsible for overseeing client accounts, communicating regularly with key clients, and addressing any concerns or issues they may have.
- Process Improvement: Continuously improving customer support and client services processes is essential for efficiency and effectiveness. This involves analyzing data, identifying areas for improvement, and implementing new tools or strategies to enhance the customer experience.
- Conflict Management: Hearing and resolving employee grievances; and counseling employees and supervisors.
- Metrics and Reporting: Tracking key performance indicators (KPIs) such as customer satisfaction scores, response times, and resolution rates is important for evaluating the success of the customer support team. Being manager responsible for generating reports and providing insights based on these metrics.
- Sales Support: Collaborate with the sales team to identify opportunities for upselling or cross-selling additional services to existing customers. Assist in preparing proposals, contracts, and presentations for prospective clients. Participate in customer meetings or presentations to showcase company capabilities and address customer concerns.
- Training and Development: Providing ongoing training and development opportunities for customer support representatives which is important for maintaining a high level of service quality. This includes training on product knowledge, communication skills, and problem-solving techniques.
Sr. Chargeback Specialist - Financial
i2cinc
04.2008 - 06.2011
- Providing services to the esteemed organizations such as WESTERN UNION, Meta bank and other banks of United States of America.
- Providing solutions to the foreign customers for their queries through verbal and written communication.
- Preparation of ground work for the Chargebacks (Debit Cards).
- Conducting training sessions on the Chargebacks.
- Direct correspondence with VISA/MasterCard on the Chargebacks.
- Case Management of technical faults that have been escalated.
- General enquiries management around i2c’s services.
- Direct liaison with the clients for setting up their respective programs.
Customer Relation Officer – Contact Centre
Telenor Pakistan
04.2006 - 10.2007
- Providing the First call resolutions to customer queries.
- Managing the tasks with in the frame of given KPIs.
- Representing positive image of the company while interacting with the customers.
- Escalation of technical or service problems and incidents to respective departments.
- Achieving and maintaining the best quality customer care as per the company's quality assurance policy.
Team Leader - Commercial
4B Telecom Pakistan
01.2005 - 01.2006
- Supervision of the Client Services Department.
- To lead, manage and train customer relation officers.
- To provide customer solutions and manage productive and mutually beneficial relationship with them.
- To handle and manage 40 Franchisee’ of 4B Tel and to provide them services regarding their stock delivery, training, work layouts etc.
- Identification of work areas, development and implementation of strategic plans to improve the performance.
Intern
BANK ALFALAH Ltd.
01.2005 - 03.2005
- Audited the company's legal documents to verify compliance with policies and procedures.
- Organized client meetings to provide project updates.
- Assessed company operations for compliance with safety standards.
- Implemented strategies to take advantage of new opportunities.
- Maintained accurate records of all activities performed throughout the internship period.
Education
MBE - Accounting & Finance
University of the Punjab
Lahore, PakistanPost Graduate Diploma - Business Management & Marketing
Manchester College of Accountancy & Management
UKSkills
- Effective team management expertise
- Articulate communication skills
- Ability to work under pressure
- Conflict resolution
- Leadership
- Critical thinking and problem solving
- Interpersonal skills
- Time and priority management
- Diversity and generational differences in the workplace
- Process improvement
- Client relationship management
- Decision making
- Team management
- Attention to detail
Certification
IELTS, 7.5 Bands (LISTENING: 9 Bands)
Accomplishments
- Position Holder in the whole session (2001-2003) MBE. Got Merit Certificate.
- Got position in top 10 Customer Relation Officers in January 2007 in Telenor.
References
References available upon request.
Internship
Two months, BANK ALFALAH Ltd. Pakistan
References
References available upon request.
Timeline
Customer Support & Relationship Manager
Hitech Drafting Service
01.2017 - Current
Sr. Chargeback Specialist - Financial
i2cinc
04.2008 - 06.2011
Customer Relation Officer – Contact Centre
Telenor Pakistan
04.2006 - 10.2007
Team Leader - Commercial
4B Telecom Pakistan
01.2005 - 01.2006
Intern
BANK ALFALAH Ltd.
01.2005 - 03.2005
MBE - Accounting & Finance
University of the Punjab
Post Graduate Diploma - Business Management & Marketing
Manchester College of Accountancy & Management
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