Nauman Zakeria

Nauman Zakeria Senior Workforce Analyst Lahore, Pakistan |- |--| www.linkedin.com/in/nauman-zakeria-/ SUMMARY Customer service representative with 8 years of expertise in providing exceptional service to clients. Proficient in customer service software and managing high call volumes. Creative thinking, conflict resolution, and ensuring customer satisfaction. Consistently meet or exceed performance metrics and sales targets while maintaining a positive and professional demeanor. Workforce Analyst with 3 years of expertise in call center operations, workforce management software, data analysis, and report generation. Optimizing staffing levels, improving efficiency, and collaborating with crossfunctional teams to achieve business objectives. PROFESSIONAL WORK EXPERIENCE Senior Workforce Management Analyst I2cinc, Lahore, Pk • • • • Managed Payroll for Operations, Chargeback, and Quality Assurance in the USA. Effectively managed employee scheduling by accurately handling overtime, shift swaps, breaks, and PTO requests, resulting in a 20% reduction in scheduling conflicts and improved overall productivity. Enhanced contact center efficiency by 21% by analyzing call volume patterns and implementing workforce management strategies, resulting in a reduction of customer wait times by 30%. Increased employee productivity by 15% by analyzing performance metrics and identifying areas for improvement, resulting in a boost in revenue. Customer Services Representative I2cinc, Lahore, Pk • • • • • • • Apr 2014 - Aug 2020 Provided excellent customer service by responding to customer inquiries via phone, email, and chat, and resolving customer issues in a timely and professional manner. Led cross-functional teams in resolving complex customer issues, resulting in a 15% increase in customer satisfaction and a 20% reduction in issue resolution time. Resolved 87% of escalations within 24 hours, reducing escalations by 33% and improving customer loyalty. Corresponded with clients regarding account services, statements, and balances. Maximized customer satisfaction by 16% with a new training program that emphasized active listening and empathy. International Travel Consultant October SEASONS TRAVEL (UK BASED TRAVEL AGENCY), Lahore, Pk • Aug 2020 - Present Oct 2013 - Apr 2014 Grew sales revenue by 20% by developing and maintaining a relationship with clients and upselling additional travel products and services. Improved the booking process with the new reservation system, reducing booking time by 28% and boosting customer satisfaction. Accomplished a 13% reduction in travel expenses by developing and maintaining relationships with vendors and suppliers, negotiating rates and terms to ensure cost-effective travel arrangements for clients. Telephone Sales Representative AgA Communications, Lahore, Pk • • • • May 2011 - Sept 2013 Boosted sales revenue by 11% by upselling and cross-selling products and services to customers. Achieved a conversion rate of 30 % through effective sales techniques and effective communication. Implemented new sales strategies and techniques, resulting in an 18% increase in sales leads. Met or exceeded sales targets of 23% by making outbound calls to potential customers. Customer Sales Specialist Wahab Communication, Lahore, Pk • • • Jun 2008 - Mar 2011 Strengthened customer retention rates by 16% through customer outreach and addressing issues or concerns. Successfully closed 70 monthly sales deals via effective communication and negotiation skills. Accelerated sales revenue by 12% through collaboration, coaching, and best practices. EDUCATION GED General Studies Arts Sept 2007 - Jun 2009 Forman Christian College, Lahore, Pk High School Diploma Mar 1996 - Jun 2007 Cathedral School, Lahore, Pk SKILLS • • • • • • • Ability to Multitask Accurate data entry Creativity Calendar management Customer service Database management Emotional Intelligence • • • Communication Leadership and Teamwork Microsoft Word, Excel, Outlook, PowerPoint, SharePoint • • • • • Patience / empathetic Phone Etiquette Negotiation CRM Payroll LANGUAGE • • • • English Urdu Punjabi Hindi ACHIEVEMENTS Employee of the Year Work Force Analyst Dec 2020 – Dec 2021 Ranked 3rd Best CSS Dec 2017 - Dec 2018 Customer Services Specialist PROFESSIONAL CERTIFICATIONS • • • • • Become a Customer Support Specialist, Become a Retail Sales Associate, LinkedIn Career Essentials in Administrative Assistance, Microsoft Career Essentials in Data Analysis, Microsoft Communication Foundations, LinkedIn • • • • • • • Customer Service Foundations, LinkedIn Customer Service Leadership, LinkedIn Excel Essential Training (Microsoft 365) Interpersonal Communication, LinkedIn Master Microsoft Word, LinkedIn Retail Customer Management, LinkedIn Word Essential Training (Microsoft 365)