Highlights:A Customer Service, Training and people management professional with excellent hand on experience combining management, strong interpersonal and communication skills with experiences in customer services, human resources and training in the business environments.

Skills:Customer Handling, Complaint Management, People Management, Customer Services

Goal:To contribute my strong interpersonal communication and management skills to a diversified, quick paced company whose purpose to provide its client base with excellent customer service.

Certification:• Completed the credit hours and appearing in the PMP certification exam in the next three months • “Certificate of Appreciation” July 2002-Mobilink GSM • “Best Performance in Customer Service” July 2001 – Mobilink GSM • “Employee of the Month” October 2000 – Mobilink GSM

Manager Customer Services 08/2011 - current
UPS, Karachi, Sindh Pakistan
Industry: Logistics
Manage the end to end day to day operations within the Customer Care center relative to employee performance, data analysis, and account management to support service levels. I am responsible for the development of multiple functions within team and also responsible to liaison with operations implementation to ensure consistent communication between the Sales, operations and customer services
• Daily supervision and management of a large team of multiple functions through performance management and tracking achievement of performance measures for associates • Responsible for Customer Service department including the call centre and Customer services centers countrywide • Responsible and accountable for metrics including daily metrics for staff to ensure compliance, identify trends, and develop action plans to address issues. • Closely work with Regional Office to achieve UPS high level of service. • Responsible for achieving Performance Elements Service Levels as per agreement by UPS International • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. • Hiring, training and evaluations of CS and Express Center staff • Assisting Sales and Recovery departments • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service • Project management & coordination • Establishes and implements performance and service standards • Support, engage and mentor the country customer service executives in order to ensure continuous improvement on the KPIs related to general service, order processing and resolution/prevention of customer queries • Interview and hire candidates for open positions, assuring appropriate staffing to meet needs within approved budget. • Assist associates with calls when supervisory intervention is necessitated--
Manager Customer Services 04/2011 - 07/2011
AMFCO International, Karaachi, Sindh Pakistan
Industry: Technology
A highly focused position that manages and ensure customer needs and satisfies their requirements. Develop customer service policies and procedures for an organization and handle face-to face complex inquiries from customers. Responsible of the customer services team which includes recruitment, training and grooming
• Solving and investigating customer’s long-standing or complex problems passed on by the customer service assistants. • Communicating politely with customers by email, letter, face to face, and telephone. • Visiting customers for the provision of one-to-one service and developing complaints or feedback procedures for the use of customers. • Providing advice and help to customers using the products or services of the organization. • Issuing compensations or refunds to customers and maintaining accurate and timely records of correspondence or discussions with the customers. • Supervising customer service teams, learning about the products or services of the organization, and following up-to-date with modifications. • Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process. • Developing customer service standards, policies and procedures for the organization or department. • Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses. • Analyzing data or statistics to identify the customer service level, the organization is providing.--
Manager Operations And Customer Services 02/2008 - 11/2010
AIG, Karachi, Sindh Pakistan
Industry: Insurance
Manage responsibility for leadership, coordination, support and control of all operational activities within the CSG group. Support Regional and Country level Management to agree, implement and manage initiatives. Achieve optimum operating efficiency, customer service and cost avoidance / reduction. Optimize GPW and NPW by achieving renewal/retention targets. Challenge the norm to promote ideas and implement solutions which improve Business to Customer relationships. The position reports to the Pakistan O&S Manager with a matrix to the MEMSA Regional Operations Manager.
• Responsible for management of the CSG group, and respective Supervisors. CSG consists of Fast Track Underwriting, Document Processing Unit (DPU), Front Desk, Customer Service Unit and Business Preservation Unit (BPU) and other ongoing customer service and support to all functions within the company. • Create, implement and manage operational metrics for countrywide use in monitoring and measuring performance, efficiency, and effectiveness. Establish service level and other operational targets, monitoring and forecasting transaction volumes. Lead CSG group to achieve pre-defined performance targets agreed with Regional Operations Management. • Develop and implement new initiatives to ensure superior operational support is provided in the CSG group for all commercial and consumer lines insurance operations. Use operations metrics to identify root-causes of inefficient operations and redesign processes to address these inefficiencies. • Implement regular operational audits of each department to determine local performance against established and defined guidelines and rules. Build staffing capacity models to address workload imbalances. • Work with the O&S Manager and IT Manager to develop and ensure delivery of supporting systems essential to achieve the objectives of the CSG group. • Assist Regional Management in development of the Operations budget. Manage the budget within the CSG group and ensure costs are monitored and reported as directed. Liaise regularly with O&S Executive, Finance & Accounting and relevant business associates to track progress of costs. • Work with internal stakeholders to ensure that process workflows are continuously enhanced to meet changing business requirements. Ensure Service Level Agreements (SLAs) are implemented and effectively monitored. • Promote staff development efforts to ensure adequate resource planning. Implement the performance appraisal process. Coach and identify candidates for Supervisor and Management level career succession. Identify and implement CSG training plans. • Work with Profit Centers to ensure operational support for planned initiatives • In-charge of the training programs for the Company staff. This includes also induction training sessions for all new employees--

Preston University 05/2002 - 04/2004
Islamabad, Federal, Pakistan
Degree: Master's Degree
Major:Human Resource Management
Masters of Business Administration, Major in Human Resources

Huma Faisal Customer Services Specialist