Usman Ather Updated March 2015
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Usman Ather is seeking a challenging position where he can utilize his skills. He has over 7 years of experience in customer service and operations roles at telecom companies like Zong and Air University. His experience includes complaint resolution, regulatory affairs coordination, project management, and people management. He is self-motivated, adaptable, and has strong computer and analytical skills including Microsoft Office, reporting, and data analysis.
Usman Ather Updated March 2015
- 1. USMAN ATHER Postal Address: Mobile: +92-312-509-6268 House B-1246 Satellite Town, Rawalpindi Email: usmanath@gmail.com Abilities  Self motivated, flexible and able to work in a rapidly changing environment  Working experience in a multicultural environment  Able to work independently, as well as a team member and also can help the team members Objectives I prefer a challenging environment where my skills can be utilized. Further and equally important, I have the ability to function as a team Player, as well as to provide the leadership, where needed. Achievements  Backup Team Leader to Outbound and Customer Experience Management  Day to day Target Selling  Performance awards for Customer Care Work Experience Air University Islamabad 24th March 2015: PA to Director Examination  Drafting of Office memos/letters, minutes of meetings  Maintaining official files in an organized manner  Tracking of file/letter movement to and from the office of Director  Scheduling appointments/meeting arrangements with internal and external clients Zong CMPak 28th Dec, 2008 – 20th March, 2015: Complaint Management Center December 2014 – 20th March 2015 CMC Operations helpdesk  Complaint resolution and providing feedback to the customers Regulatory Affairs January 2014 – November 2013  Maintaining Regulatory activities through Weekly Tracker  Coordinating for Internal & External Meetings  Tracking of Minutes of Meeting along with task closure activities  Coordinating with PTA & Internal Teams for controlling Grey Traffic Coordinator to Chief Public RelationOfficer/Network Quality Officer February 2014 – Aug 2014
- 2.  Taking notes & follow up on assigned action items  Worked as a convener for QA Committee and providing end to end feedback  Meeting scheduling with external & internal clients Coordinator to Deputy Director Human Resource Jan, 2014 till Feb 2014  Employee Experience Management Coordinator to Human Resource (Contact Center) Aug, 2013 till Dec, 2013  Coordinating for new employees hiring to meet Contact Center requirements  Coordinating with ISB/LHR Contact Center with head quarter for employees  Coordinating with more than 1200 employees on behalf of HR-Contact Center Coordinator to Deputy Director Virtual Services Aug, 2013 till Dec, 2013  Task Management for Islamabad and Lahore Contact Centers  Coordinating on different projects initiated for Contact Center  Weekly/Monthly Departmental reports working under Virtual Services Zong Contact Center (December 2008 – Present) Customer Services Officer (Inbound /Outbound) Assistant Team Lead: (Customer Experience Management) (Dec 2009 till July 2013)  Daily and Weekly Targets Achievements for External Surveys  CSI Surveys on daily basis for Analysis Department  Weekly and Monthly presentations regarding External Projects  Prize Campaign Management Inbound/Outbound (Dec 2008 till Nov 2009)  Taking Inbound Calls and provide assistance to the customer as well to the team members  Submission of Daily reports related to different Projects  Report Analysis on MNP and Outbound Campaigns  Power Point Presentation for Daily Reports  Looking overall skill queue rotation to outbound agents  Worked on Outbound Dialer Zarai Taraqiati Bank Limited (August 2008 to October2008) Role: Internee Major Departments:  Accounts and Finance Department  Budgeting Department  Branch Banking Responsibilities:  Learn how to deal with the Customer and to facilitate them  Learn the basic working of the Consumer Banking
- 3.  Learn how to value the Customers  Worked at front desk to serve the clients Computer & Analytical Skills  Microsoft office (Microsoft Excel, Word, Power Point & Visio)  Reporting and Analysis Academics 2006-2008: Bachelors of Commerce– (Accounting, I.T & Economics), Punjab University. 2004-2006: HSSC (Diploma of Commerce) – (Accounting, Commerce), Government College of Commerce, Rawalpindi Skills Excellent written and verbal communication skills in English Reference: Will be provided upon request