Product Support & Client Relationship

Consumer Goods & Services Professional Lahore, Punjab, Pakistan

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Summary

CARE QUALITY ASSURANCE SPECIALIST CAREEM PAY, Pakistan (worked remotely)
Careem Networks FZ LLC., February 2022-July 2023
Ensuring customer delight by enforcing user-oriented SOPs to achieve a 0% error level during client servicing.
Process designing/mapping/modeling and implementation. POC for the Knowledge base of Careem Pay in Confluence.
Monitoring E2E resolution through regular evaluations. Continuous improvement through daily/weekly huddles, spot-checks, need-based training sessions for new recruits, below performers, mentoring and coaching through 1-on-1 sessions and follow-ups.
FCR, CSAT improvement through constructive feedback/VOC, customer satisfaction surveys.
QA Audits and scrutinizing CARE touch points. Effective collaboration with teams from different markets (like UAE, KSA, Jordan and Egypt)
Highlighting Product improvements based on User experience, which was undertaken in different sprints.
CARE TECH SUPPORT SPECIALIST CAREEM PAY, Pakistan (worked remotely)
Careem Networks FZ LLC., January 2021-January 2022
Monitoring smooth operations of Careem Pay products via Atlassian JIRA ticketing solution within SLAs.
Extensive support on captured/void/canceled/refund transactions on Payment Gateways (Ayden, CheckOut).
Resolving high-end escalations.
Communication with Cross-functional teams (developers, testers, and PMs) to facilitate process improvements.
E-CARE/PTA CORRESPONDENCE AND SUPPORT EXECUTIVE, Pakistan
TELENOR PAKISTAN (PVT.) LTD., January 2007-November 2019
Corporate and external email management, follow-ups, ensured 100% redressal rate for PTA incidents.
Focused procedures and quality standards to enhance user experience. Enhanced User experience through FCR, reduced recall, optimizing task delegation within available resources. Manipulate collaborated efforts of in-house, vendors, and stakeholders for achieving common goal.
Achieving targeted KPIs, exceeding customer satisfaction, adherence to company policies, strategies, values, CoCs, Compliance (resolution + SLA), channeling VOC and pain points towards process-makers, red flags on UX, handset troubleshooting and configurations for internet, team building/motivational exercises.