AISHA IRFAN
Address: 174/E, ST #10 GHAZNI ROAD, NEW SUPER TOWN LAHORE. PHONE #: +92-345-4000-348. +92-321-5800-864.
Email: [email protected]
https://www.linkedin.com/in/aisha-irfan-40223953/

OBJECTIVE:
I am an enthusiastic and insightful person, passionate about learning and exploring. From Customer Relation Officer to Business Service Management leading to SME servicing and at present Social Media and E-Care Executive, I have grown my full skills in Facebook Marketing | SEO | MS Office | Web Development | Digital Marketing | Social media marketing| Twitter | Google Analytics and| Office365.

My functional skills include excellent communication skills | Self-driven | Stress management | Proactive and customer centric mindset | Problem solving | Multitasking and pressure handling | Updated on corporate culture and values | Critical thinking and innovation | Team management skills and Exceptional Stakeholder Management Skills.

PROFESSIONAL EXPERIENCE:
TELENOR PAKISTAN
Ecare Executive (25th oct 2018 to 29th nov 2019):
Ensure highest standards of written communication while answering customers’ queries/complaints via email support | Responsible for catering internal and external customer’s queries and complaints via email channel | Carrying out the backend task assigned on daily basis | Responsible for meeting all targets/KPI’s on daily bases as set by the department | A strict adherence to shift and break schedule as communicated by the operations department | A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct | Participate in all team meetings and team building/Motivational exercises on periodic basis | Resolving all corporate and legal case laws including legal notices |To ensure one email solution and fracture point analysis of each department | Prepare complete documentation to all fraud cases, illegal change of ownership, SIM replacement etc | Responsible for meeting all targets/KPI’s on daily bases as set by the Department | Support at PTA cases whenever needed.

Financial Sevices Backend (Supportive role)from 10th aug 2018 – 23rd oct 2018:
Responsible for handling all complaint related to Easypais| To ensure all complaint resolve related to Cashback, deposit of amount, All transactions|Ensure Effective & Efficient Processes.

Supportive Role Telenor345 (Ecare) from 10th July 2018 – 8th Aug. 2018
Responsible for catering internal and external customer’s queries and complaints via email channel | Resolving all corporate and legal case laws including legal notices | To ensure one email solution and fracture point analysis of each department | Prepare complete documentation to all fraud cases, illegal change of ownership, SIM replacement etc | Responsible for meeting all targets/KPI’s on daily bases as set by the Department.

Social Media Executive ( 25th Dec 2017 -25th oct 2018):
Responsible for all stakeholder management (Internal & External) | Facilitate & support digital channels (Facebook/twitter | blogs, TSY) build a platform for customers to share feedback through social media streams at Telenor Pakistan | Navigation of social media like Facebook, twitter etc | Keep abreast with the latest information with respect to the products, policies and procedures for effective customer handling | Display command over concepts of reach, frequency and affinity | Making decisions on the best form of media | Identifying target audiences and analysing their characteristics, behavior and media habits | Able to work under tight deadlines and pressure situations | Able to transit positive attitude in team | Understand the importance of values being part of everyday routine.
SME Servicing Officer (1st July 2017 – 23rd )
Ensure to achieve monthly collections from assigned SME Portfolio | Servicing B2B SME customers to build long lasting relationship | Ensure to support in churn from assigned SME Portfolio | Investigate and solve problems, which may be complexed or long-standing problems of SME Clients of Telenor Pakistan facilitating with proposed solutions ensuring optimized customer experience | Alignment with internal support teams to resolve customer complaints | Execute different campaigns to ensure customer stickiness with Telenor Pakistan & sustained revenue of the assigned portfolio | Coordination with B2B Segments, B2B S&P, B2B Channel Enablement, Sourcing, Revenue Assurance and Credit Management in order to re-engineer Processes | Generate new B2B Sale leads, Ensure FCAs against existing accounts and addition of new subscribers | Control and sustain churn on monthly basis | Proactively establish contact the with the customers informing them about their Dormant accounts.
Business service management 3rd Aug 2015- 30th June 2017:
Ensure monthly revenue sustainability | Ensure to meet monthly Upselling targets | Service customers according to emplaced service model ensuring high level NPS/CSI scores | Ensure to achieve monthly Churn Targets | Ensure to attain monthly Collection targets | Work daily on change-in-status accounts and proactively restoration | Proactively work on CPM/TBS/TBC accounts | Responsible for daily churn management of Post to Pre and MNP requests | Support and provide superior service via phones, e-mails | Ensure daily minimum 60 interactions via Outbound/Incoming Calls with subscribers | Develop new methods or communicating with the customers as per customer’s ease| Develop strong relationship with customers through KYC methodology |Responsible of nth level complaint handling | Proactively establish contact with the subscribers trending revenue decrease as compared to previous month/week | Contribute towards revenue sustainability through upselling | Ensure 24/7 services to the subscribers | Ability to handle different Tasks.

Telenor Pakistan, 26 Jan 2015- 30th June 2015
Customer Service Coordinator (CONTRACTUAL 26 JAN 2015 -30 JUNE 2015) | Ensuring Customer Biometric Verification against each MSISDN under his Possession | Change of ownership as per Biometric Process | Disowning all the numbers not available to customer but registered against his CNIC |Grey Traffic Blocking and unblocking requests catered on customer’s request.
Telenor Pakistan, 24th Feb 2007- 15th Feb 2009
Customer Relation Officer
Responsible for meeting all targets/KPI’s on daily bases as set by the department | Participate in all team meetings and team building/Motivational exercises on periodic bases |Contribute to manage team objectives through team work | Analysis of daily, weekly and monthly progress | Make different types of analyses to increase the efficiency | Strict compliance to company /divisional policies, plans and strategies | Achieve Company/divisional goals along with complete understanding of COC | Responsible of maintaining/updating complete knowledge and compliance of Department

EDUCATION:
Diploma: SEO & web development 2015
Bachelor in Textile &FASHION DESIGNING “BTF” (3.GPA)
Allied College of Textile Management and Administration Lahore
“ACTMA” Affiliated with RIPHAH University Islamabad.
I.C. S National Science College Gujranwala (2nd division)
MATRIC St. Denny’s High School Gujranwala (1st division)

AWARDS RECEIVED:
Certificate of Merit for winning 1st Position in the subject ofsss
Decorative fabrics of BTF in whole college “ACTMA”

COMPUTER SKILLS:
Facebook page Administrator and moderator| Facebook Marketing | Search engine optimization | MS Office( Excel, Power point) | Web Development | Digital Marketing | Social media marketing| Twitter| Google Analytics| Office365
Functional Skills:
Excellent Communication skills | Self-driven and can manage stress | Proficient in computer programs and adept to different customer care practices | Proactive and customer centric mindset | Competitive problem solving and troubleshooting skill | Multitasking and pressure handling | Proficient in writing and oral communication |Knowledge on corporate culture and values | Critical thinking and innovation | Team management skills | Excellent Stakeholder Management Skills.
Personal training
Personality development through Quality Mind-set | Secrets of success |Keys to effective Decision-Making
Effective Communication skills and Impact of customer profiling | Working Red | Marketing Analytics: Presenting Digital Marketing Data | Risk-taking for leaders | Customer Advocacy | Time management fundamentals | Creating Customer Value | Becoming a thought leader.

Interests
Travelling, Music, Socializing, Freelancing
LANGUAGE:
English, Urdu.
References
References will be accomplished on demand.