Sahara Bano

To develop my career that leads to further growth in my professional satisfaction to create enabling environment for the staff/team members to more productive in achieving the targets within deadlines

11/2021 to Present 

Quality Executive IBEX GLOBAL, Islamabad

 • Monitored calls and provide actionable insight. • Gathered information to help improve agent performance.  Prepared and analyzed internal and external quality reports for management staff review. 03/2021 to 11/2021

 Trainer (Jazz Campaign) IBEX GLOBAL, Islamabad

 • Liaising with managers to determine training needs and schedule training sessions • Designing effective training programs • Conduct seminars, workshops, individual training sessions • Support and mentor new employees 

07/2020 to 03/2021

 Team Leader (Jazz Campaign) IBEX GLOBAL, Islamabad

 • Motivate and coach agents to meet service, quality, and KPI targets. • Develop Staff, Coaching, and Performance reviews. • Support Staff, Handle escalations, provide answers and guidance to staff.

 09/2019 to 06/2020 

Quality Advisor (Jazz Campaign) IBEX GLOBAL, Islamabad

 • Monitored calls and provide actionable insight. • Gathered information to help improve agent performance.  Prepared and analyzed internal and external quality reports for management staff review. 

09/2018 to 08/2019

 Customer Service Representative (Jazz Campaign) IBEXGLOBAL, Islamabad

 • Answer the customer queries and resolve service issues in a timely manner • Diagnosed customer issues by asking probing questions and giving first-call resolution. • Coordinated backend team on customer issue 

06/2016 to 09/2018

 Customer Service Representative (Jazz Campaign) IBEXGLOBAL, Karachi

 • Answer the customer queries and resolve service issues in a timely manner • Diagnosed customer issues by asking probing questions and giving first-call resolution. • Coordinated backend team on customer issue

BS in Biochemistry - 2015 Federal Urdu University, Karachi.