Sonia Safdar

I am committed flexible and able I offer this together with a broad range of ideas directly and indirectly related to the development & banking sector. At this stage I am looking for an organization an opportunity to use my broad range of skills. Develop some new ones and offer a chance to implement them in a practical way in an organization that is making a real impact. I seeking a full-time position as a team member in the Banking, HR & IT, where I can expand my knowledge &

Skills and learn how to manage a large team of professionals.

Customer Service Representative - IBEX Global - Lahore

(2017-08 - 2018-03)

Provided strong customer service skills in replying to all calls from customers with billing, network, offers, balance, packages, ringtones and technical issues, and general queries regarding service in a very busy fast paced inbound 111 Jazz telecom call center.

• Successfully handled multiline phone call system and overall customer interaction process; consulted with customers by telephone to deliver information about products and services and took and recorded orders in the system.
• Provided exceptional customer service by courteously responding to all customer inquiries, obtaining details of complaints regarding products and services, and making and cancelling accounts while ensuring timely resolution of all complaints.
• Maintained accurate records of customer interactions, recorded details of customer inquiries, complaints, feedback, comments as well as actions taken to resolve customer issues.
• Utilized computer applications and company's provided software to complete contract forms, prepare change of address records and issue service discontinuance orders.

Customer Care Representative - Pakistan Telecommunication Ltd. - Lahore

(2018-03 - 2020-08)

Leverage strong customer service expertise in responding to all inbound calls from customers with billing and technical issues and general queries regarding service in a very busy fast paced inbound PTCL call center.

• Addressed customers' concerns regarding all products and services offered by the company through research and resolution using multiple tools and systems including email and chat.
• Coordinated with all sales channels for retention efforts on existing customer base.
• Maintained appropriate records, prepared required reports and updated customer accounts.
• Recognized for handling irate customers with probing questioners, resolved their issues in a timely manner or transferred calls to specialized departments to provide them with a quick resolution.

Assistant HR Manager - MSD Tire & Rubber Company Ltd. - Lahore

(2020-09 - 2025-11)

• Actively involved in recruitment by preparing job descriptions and managing the hiring process. Maintain Salary charges, compensations, deductions, bonuses and benefits for the employees.
• Wages for temporary staff (Attendance, Overtime, fixed allowances, Medical and Monthly Expenses).
• Complete Documentation process of newly hired or exist employees.
• Dealing with all types of .Disciplinary matters as per SOP's
• Manager and Preparation of confirmations, Increments and Promotional Letters of Employees, Manage all the administration roles.

Bachelors in Arts - Arts - Bahauddin Zikria University (2013)

Intermediate in Commerce - Commerce - Laureate College of Commerce (2011)

Matriculation - Raco Public School (2009)