Afaq Akram

Admin

• Job Details:Managed day-to-day operations of the Egaragi mobile app, ensuring optimal functionality and seamless user experience. Monitored app performance, identifying and resolving issues such as bugs and malfunctions to maintain smooth operations. Managed user accounts and access permissions, providing timely support and troubleshooting for user inquiries and issues. Coordinated content updates within the app, including text, images, videos, and promotional materials, in collaboration with marketing and content teams. Led the planning and execution of app updates, ensuring minimal downtime and successful feature rollouts. Analyzed app performance metrics and user behavior, generating reports to inform decisions for app improvements and user engagement strategies. Ensured compliance with data protection regulations and security protocols to safeguard user data and maintain privacy. Collaborated with cross-functional teams, including development, customer support, and marketing, to improve app functionality and user satisfaction. Collected and analyzed user feedback to drive continuous improvements in app features and user interface.

Team Leader

• Job Details:Supervised and motivated a team of call center agents, ensuring high performance and adherence to quality standards. Provided coaching, training, and performance feedback to team members to improve skills, productivity, and customer service. Monitored call metrics and KPIs, analyzing team performance to identify areas for improvement and implementing corrective actions. Managed scheduling and staffing to ensure adequate coverage and efficient operations during peak hours. Fostered a positive team culture, encouraging collaboration, accountability, and professional development. Responded to customer inquiries via phone, email, or chat, providing accurate information and resolving issues in a timely manner. Handled a high volume of inbound calls, maintaining professionalism and a positive customer experience during each interaction. Effectively managed customer complaints, offering solutions and escalating issues to higher management when necessary. Processed orders, returns, and service requests, ensuring accurate data entry and updating of customer records. Maintained knowledge of products, services, and company policies to address customer needs and provide comprehensive support.

Call Center Agent

• Job Details:Responded to customer inquiries via phone, email, or chat, providing accurate information and resolving issues in a timely manner. Handled a high volume of inbound calls, maintaining professionalism and a positive customer experience during each interaction. Effectively managed customer complaints, offering solutions and escalating issues to higher management when necessary. Processed orders, returns, and service requests, ensuring accurate data entry and updating of customer records. Maintained knowledge of products, services, and company policies to address customer needs and provide comprehensive support.