Naveed Naeem

To obtain challenging position with a growing company that will provide an opportunity to utilize my knowledge of Computer Aided Designing continuing my personal & professional growth.

Team Lead - K-Electric - Karachi, Pakistan

Currently working in Quality Assurance department.

• To analysts by listening recorded calls, assess agent performance, and document findings using evaluation form.
• Providing constructive feedback and coaching to agents on how to improve their skills and performance.
• Working with other teams (e.g., training, operations) to improve call center processes and customer experience.

CRU Officer - K-Electric - Karachi, Pakistan

Worked in Email and Communication department.

• To maintain customer emails for billing related queries.
• To provide resolution within TAT as better feedback.
• To share customer bills, estimates and certificates.
• Generate customer complaints regarding his billing queries.
• Make installment bill and share via email.
• Escalate email to concern department regarding any error in bill.

Billing Support Officer - K-Electric - Karachi, Pakistan

Worked in Billing Support department.

• To maintain outbound calls for customers billing queries.
• To provide first call resolution as better feedback.
• To share customer bills.
• Generate customer complaints regarding his billing queries.
• Make installment bill and share via preferred online channel.
• Escalating email regarding customer incorrect billing.

Customer Service Representative - K-Electric - Karachi, Pakistan

(2019)

Worked in 118 call center.

• To maintain inbound calls for customers billing queries.
• To provide first call resolution as better feedback.
• Provide customer bills breakup tariff calculations.

BS - Computer Science - Indus University Gulshan Campus (2014 - 2018)

Intermediate - Pre-Engineering - Aisha Bawany, Govt. Science & Commerce College (2013 - 2013)

Matriculate - Science - Metropolitan Academy private school (2010 - 2010)