Hira Ghaffar

To leverage my skills and enthusiasm to contribute meaningfully to my field, drive positive results, and continuously grow through new challenges. I aim to stay proactive, learn from experiences, and collaborate effectively to achieve both personal and organizational goals

Customer Service Representative CSR - 111 in Mindbridge

• Provided prompt, empathetic support to customers, effectively addressing inquiries and resolving issues to ensure satisfaction and brand loyalty.
• Managed high call volumes with professionalism, maintaining a calm demeanor and quick response times under pressure to meet service level agreements.
• Gained in-depth knowledge of products and services, enabling me to assist customers confidently and identify opportunities to upsell or suggest relevant solutions.
• Utilized critical thinking to troubleshoot issues and offer creative solutions, aiming for first-call resolution to enhance customer experience.
• Accurately logged customer interactions, feedback, and resolutions into CRM systems, ensuring records were up-to-date for seamless follow-ups.

Team Coordinate - 111 Marketing

• Assigned tasks based on team strengths and tracked progress, ensuring deadlines were met and objectives achieved efficiently.
• Facilitated clear communication between team members, departments, and stakeholders, keeping everyone aligned on project goals and updates.
• Addressed and resolved any team conflicts or challenges, fostering a positive work environment and promoting collaboration.
• Collaborated with team members to share insights and supported new team members by sharing best practices to improve overall service quality

Customer Service Representative CSR - Zong in Peaople Company

• Utilized critical thinking to troubleshoot issues and offer creative solutions, aiming for first-call resolution to enhance customer experience.
• Accurately logged customer interactions, feedback, and resolutions into CRM systems, ensuring records were up-to-date for seamless follow-ups.
• Collaborated with team members to share insights and supported new team members by sharing best practices to improve overall service quality

Masters - Statistics - UNIVERSITY OF PUNJAB

Bachelor - Mathematics and Statistics - UNIVERSITY OF PUNJAB

Intermediate - GOVT POST GRADUATE COLLEGE FOR WOMEN SHADBAGH

Matric - GOVT GIRLS HIGH SCHOOL SHADBAGH