Zeeshan Jamil Rana

8/10/2019 Zeeshan Jamil Rana........

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Zeeshan Jamil Rana135 C, Phase 8 DHA, Lahore, PakistanGSM: +92 3134441000!ai": #eeshan$%a!i"&'on($)o!$*k

My goal is to achieve greatness through my talent, capacity, hard work,guile and resilience.

Competencies

Ca"" Center *erations

tsor)in( Mana(e!ent

-e*ort .ritin(

Peo*"e Mana(e!ent

Per/or!an)e Mana(e!ent

Conta)t Centre Mana(e!ent Pro%e)t Mana(e!ent

Strate(i) P"annin(

Chan(e Mana(e!ent

enor Mana(e!ent

Pro)ess Desi(n !*roe!ent

Stakeho"er Mana(e!ent

Coni)t -eso"tion

6a"it7 Contro"

-e*ortin( Ana"7sis

Co!!ni)ation Ski""s

es Constr)tion

Meia -e"ations

Projects

-es*onsi"e to !ini!i'e (eneration o/ a"i S-C an )on)t trainin(s

to ensre that Csto!er ;*erien)e is enhan)e at a"" "ee"s

-es*onsi"e Mana(e Contro""e Gro* C


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-es*onsi"e /or Mana(in( #on( Pre*ai SM A)tiation He"*"ine >?89@

*ro%e)t at tsor)in( nit B-G 2013

Part o/ )ross /n)tiona" tea! hi)h )a"irateEen(ineere *ro)esses in

orer to a"i(n FS to ensre sear)h e)ien)7 62, 2013

-es*onsi"e /or !ana(in( Co!*"aint 6ee & CCLH- in orer ensre

Irst "ee" )o!*"aint han"in(,


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Desi(ne, )on)e*ta"i'e an i!*"e!ente stanar res*onses /or

nationie CSD /ran)hise a)k en tea!s to ensre stanari'ation inter!s o/ s**ort to or siness *artners 61, 2009

Aare #on(er o/ the Month in 2010 /or s))ess/""7 rnnin( an

"an)hin( iJerent !arketin( )a!*ai(ns in "iaison ith Marketin( an CMC$

Got hi(hest a)hiee!ent aar BStar Per/or!er in re)o(nition o/ !7

*er/or!an)e in ter!s o/ hain( Irst otsor)e *ro%e)t "an)he ith-G on SM A)tiation he"* "ine

Work Experience

Zong (CMPak Ltd.) BDe)e!er 2008 to ti""

ate

loor Manager! Call Center ("ec #$%% till present)

&ack 'p Manager Call Center -es*onsi"e /or !7 tea!s to a)hiee a"" tar(etsEFPNs set 7 the

e*art!ent$ ake a))rate !easres to ensre aheren)e /ro! tea!s$

-es*onsi"e /or a)hiein( hi(h )sto!er satis/a)tion thro(h hi(h Ka"it7seri)e e"ier7 7 ensrin(


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nsre s!ooth o*erations rin( the shi/t an a"so ensre that issesi!*a)tin( the )sto!ers are so"e on rea" ti!e asis$

Monitor an reie that Ca"" Centre SPNs are stri)t"7 /o""oe /or s!oothan e)ient ork o rin( the shi/ts$

Carr7in( ot tea! !eetin(s an a)tie"7 *arti)i*atin( in the !onth"7 aneek"7 !eetin(s$

;)eein( an !eetin( e*art!enta" o%e)ties, in)"in( ansere )a""tar(ets, an !eetin( seri)e "ee"$

Do)!entin( (enera" re*orts on ea)h tea! !e!erNs *er/or!an)e antar(ets as e"" as ensrin( that the7 e;)ee the tar(ets

Project Manager P perations (*R+ Lahore)

(Ma7 2013 ti"" A(

-es*onsi"e /or !ana(in( the oera"" o*erations at the otsor)in( nitensrin( )ost o*ti!i'e so"tions$

nsrin( o*erationa" e)ien)7 in o*ti!! resor)e ti"i'ation, *ro"e!ientiI)ation an re)tiI)ation at SP$

!*roin( )sto!er e;*erien)e an o*ti!i'in( e)ien)7 o/ *ro)esses$ Strate(i'e the o*erations to otain !a;i!i'e reene (eneration thro(h

sa"es$ Coorination ith the reKire enor /or s!ooth rnnin( o/ o*erations$ nsrin(


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Ana"7'e the eJe)tieness o/ *o"i)ies an *ro)eres in *"a)e in a"" CSse)tions ientiI)ation o/ areas here ne *o"i)ies are reKire in orerto ensre to (reater e)ien)7 o/ the siness

S7ste!s Dee"o*!ents an Ato!ation

Ato!ation o/ CS an other a)tiities to (et e;tra ot*t ith !ini!!)han)es o/ error an re)e !ana" )rrent *ro)essE/n)tiona"itiesres"tin( in enhan)in( s7ste! *er/or!an)e /or ne an a"rea7 e*"o7e/n)tiona"ities

Monitor an ea"ate s7ste! *ro)esses to in)rease ork e)ien)7 anKa"it7

Monitor *er/or!an)e to esta"ishe Seri)e Lee" A(ree!ents an%e)ties, inesti(ate root )ases o/ non)o!*"ian)es an assre thateJe)tie )orre)tie a)tions are s))ess/""7 i!*"e!ente

Csto!er ;*erien)e Mana(e!ent

!*roe an nhan)e stanars an ork eniron!ent o/ assi(ne/n)tions ith the /o)s to /a)i"itate )sto!er an i!*roe )sto!ere;*erien)e

nsrin( in/or!ation e"ier7 )hanne" /o""os eJe)tie !e)hanis! thate"iers re"eant, )onsistent an se/" in/or!ation

entiI)ation o/ areas here ne *o"i)ies are reKire in orer to ensreto (reater e)ien)7 o/ the siness

Exec,ti-e C,stomer ,pport 12 34ational Coordinator(C" Ma #$$5 till "ec #$$5)

Liaison eteen a"" the re(iona" CSDECC tea!s an H6 on a"" o*erationa"isses

a)k * to ationa" Man(er Csto!er S**ort

Co!*"ian)e isses re"ate to /ran)hises an their /o""o * ithre)o!!enations to SD H6$

Pro)ess en(ineerin(E reen(ineerin( o/ a"" /ran)hise a)k en *ro)essesan )oorination ith SP an 6A /or the sa!e$

Data !aintenan)e o/ MP


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*eam Lead *elenor Pakistan(ep #$$6 to 4o- #$$7)

Mana(e the oor, res*onsi"e /or Seri)e Lee"

Mana(e three tea!s ea)h o/ 15 Csto!er -e"ation )ers as an aeres*onsii"it7

a"atin( the )a""s on ai"7 asis to ensre o*ti!! Ka"it7 an*roiin( the! ith 3=0 e(ree /eea)k

a"atin( the )a""s o/ C-s on eha"/ o/ 6a"it7 Assran)e De*art!ent

Han"in( irate )sto!ers i""in( to ta"k to oor in)har(e or s*erisor

ntera)tion ith other e*art!ents to reso"e )sto!er Co!*"aints

*atin( tea!Eoor ith the "atest *ro!otions an *ates re("ar"7

Me!er o/ the re)rit!ent tea! /or assess!ent an interies /or)sto!er re"ations o)ers

CR" ocial Cl,8 *elenor

Pioneer !e!er o/ C-D So)ia" C" here as res*onsi"e to ho" anor(ani'e e!*"o7ee !otiationa" eents an ton ha""s et)

Pri!e res*onsii"it7 as to ensre e!*"o7ee en(a(e!ents thro(h inooran otoor a)tiities

*rainings

Csto!er ;*erien)e Mana(e!ent 7 ai"a Oa'ani 2014

n"eash Oor Potentia" 7 ai"a Oa'ani 2014

Chan(e Mana(e!ent 7 Maha! Dar 2014

Csto!er ;*erien)e Mana(e!ent 7 ai"a Oa'ani 2013 rainin()on)te 7 !er Fhan /ro! A)tiate /or e)ient tea! ork$ #on(2013 #on(

rainin( on H- /or on H- Mana(er 7 Sohai" #inani 2013 #on(

rainin( on Lean = Si(!a 7 Fhrra! S"tan 2013 #on(


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StressEi!e Mana(e!ent rainin( 7 Csto!er -etention Mana(e!ent@ #on(

rainin( )on)te 7 A"i Fhrra! Pasha Bhe Post@ in 200=$ rans)ri*ts o/ the sa!e are aai"a"e on on"ineas e""

;n addition to this ; sEditorial &oard (#$$? @$:)

2,aliAcation

Masters in ,pport Comm,nication ('ni-ersit o= P,nja8)

P,8lic Relations3Media t,dies &achelors in Economics (orman Christian College)

;ntermediate (orman Christian College)


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Zeeshan Jamil Rana