1. KAMRAN JAMIL EMAIL: kamran.jamil@outlook.com
CELL PHONE: (92) 300- 8217249
ABOUT ME
A seasoned professional with 11+ years of experience in customer care, Proven track record
in problem-solving, designing back-office operations. Able to play a key role in analyzing
problems and come up with creative solution. A quick learner who can absorb new ideas
and can communicate clearly and effectively. Seeking challenging position in an
organization where I can apply my Zeal, technical, analytical & management expertise at
their best.
PROFESSIONAL HIGHLIGHTS
Mobilink Oct 2004 till June 2016
Worked in the Customer services Department of Mobilink as Customer Care
Representative
Post-Sales Support Department.
Analysis & Audit Team From Dec 2015 till June 2016
Audit against transactions of financial Teams
Analysis, planning and distribution of SIM stock
Analysis of internal systems to contain financial losses
Preparation of daily workload reports along with feedback on areas of improvement with
Management
Financial Team (Postpaid) From Mar 2014 to Dec 2015
Taking care of Financial Movements of Subscribers
Calculating and Finalizing Reimbursements after through calculation
Re-invoicing monthly bill and posting of Credit notes
Financial Team(Prepaid) From Oct 2012 to Feb 2014
Leading Team of five, Distribution of work load
Providing adjustment, complimentary waivers monthly reconciliation for audit
Preparation of Month-end reports
Operations Support From Feb 2010 to Sept 2012
Coordinating Team of eight, Distribution of work load
Identification of key complains, QOS issues with pin-point coordinate via complaints.
Correspondence with Technical teams in resolve issues
Preparation month-end deliverable reports for team/individual performance
Customer Resolution Department From Sep 2006 to Jan 2010
Mobile Financial Services Unit
Coordination with Technical Team for Login Creation and management
Investigation and Reversal of Balances
Possible Churn Unit.
Repair customer trust, reduced grievances
Locate resources for problem resolution and design optimal solution to achieve better NPS
(Net Promotor Score) score
Technical Skills:
Microsoft Project
Microsoft Office
Efficient User of
Office Productivity
Tools (Excel,
PowerPoint etc.)
SQL
Soft Skills:
Multitasking
Problem Solving
Flexibility/Adaptability
Quick Lerner
Work Effectively under
pressure
Interpersonal
relationship skills
Leadership
Teamwork
2. General complains Unit:
GPRS & Blackberry troubleshoot & Complain handling Unit.
Interface daily with internal partners in field services, new business, operations and
consumer affairs, Support divisions
Contact Center Customer Care Representative From Oct 2004 to Aug 2006
Managed a high-volume workload within a deadline-driven environment
Resolved an average of 250 inquiries in any given Day and consistently met performance
benchmarks in all areas (speed, accuracy, volume, quality)
Became the lead "go-to" person for new representatives and particularly challenging calls
as one of the company’s mentors/trainers of both new and established employees
Helped company attain the highest customer service ratings (as determined by Quality
Assurance Team) earned 100% marks in all categories including communication skills,
listening skills, problem resolution and politeness
ACHIEVEMENTS
Changed procedure of refund and cut down turnaround time from 20 days to 5 days
increased customer’s delight factor.
Achieved Surprise award in Revising overall turnaround time of Subscriber management
team bypassing different Departments to work efficiently.
Introduced minimum reimbursement amount to enhance customer satisfaction.
Constantly achieved minimum of A+ in internal annual appraisals.
EDUCATION
MBA IT Bahria University 2004 http://www.bahria.edu.pk/
B.Com Karachi University 2000 http://uok.edu.pk/
TRAININGS & WORKSHOPS
Harvard ManageMentor® Online Modules (Completed 12 Modules Dec 2013)
Make your Decision Speak (Jan 2013, Karachi)
SIEBEL CRM Power User Training (August 2009, Karachi)
Culture of Excellence (August 2008, Karachi)
Stress & Time Management (August 2007, Karachi)
