SHEIKH SOHAIB SIDDIQUI
A-1 Alfalah Housing Society, Shah Faisal Colony,
Opposite Superior Science College,
Behind Sky Motors, Karachi, Pakistan.
Email: Sohaib.siddiqui@msn.com
TEL: +92-321-388-7321 & +92-345-287-1564
OBJECTIVE:
“To work with progressive and challenging establishments where I can prove myself utilizing my past experiences
and groom myself while learning and play a great role in organization’s profitability & prosperity”
SUMMARY:
Have 5 years of working experience in total out of which 4 years of experience in Customer Service, Complaint
Resolution & Quality Assurance in a leading courier company.
EXPERIENCE:
Customer Care Executive
TCS Couriers Private Limited: Multinational Company
Couriers/ Logistics
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Nov 2011 – till Date
Looking after the official desk of TCS customer services and entertaining emails from all over the
world.
Responsible for resolving Customer’s queries received on emails by coordinating concerns in TCS
Network.
Keeping follow-up of complaints that cannot be resolved in a single call/email.
Communicating outcome with the customer after resolution of the matter.
Provided a high level of customer service and client relations based on outstanding
communication and interpersonal skills.
Marking chronicle cases to higher management to take corrective measures in order avoid such
situations causing inconvenience to customers.
Global customer handling via email.
Forwarding sales leads to Sales Department for further procedures.
Officiating Assistant Manager Quality Assurance
Oct 2010 – Oct 2011
TCS Couriers Private Limited: Multinational Company
Couriers/ Logistics
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Responsible for making agent’s Productivity, Punctuality, Attendance, Quality & Physical
Appearance reports.
Monitoring the quality of staff performance by listening to calls and identifying mistakes as well
as conversation against telephone ethics and etiquette keeping the Manager Operations and
Manager Training & QA informed.
Evaluating productivity by system generated report containing CSR’s complete data after logging
in.
Calculating Punctuality & attendance by checking number of working days agent was present.
Ensuring physical attire of agents up to the mark as described by the management.
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Assisting Manager Training & QA in training of newly hired staff.
Handling all disciplinary actions in accordance with the policies.
To organize and supervise all employee recreation programs including birthday parties &
miscellaneous celebrations.
Complaint Resolution Officer
Jan 2008 – Sep 2010
TCS Couriers Private Limited: Multinational Company
Couriers/ Logistics
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Responsible for resolving Customer’s queries received on calls/emails by coordinating concerns
in TCS Network.
Keeping follow-up of complaints that cannot be resolved in a single call/email.
Communicating outcome with the customer after resolution of the matter.
Provided a high level of customer service and client relations based on outstanding
communication and interpersonal skills
Marking chronicle cases to higher management to take corrective measures in order avoid such
situations causing inconvenience to customers.
Looking after the official desk of TCS customer services and entertaining emails from all over the
world.
Global customer handling via email.
Generating daily report of customer services desk.
Customer Service Representative
Jul 2007 – Jan 2008
TCS Couriers Private Limited: Multinational Company
Couriers/ Logistics
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Performed all aspects of customer service and satisfaction, including answering inbound calls,
coordinating special promotions and providing detailed information for various products
Consistently provided excellent, informed customer service and maintained strong reliable work
ethic.
Conducting and answering customer inquiries in a courteous and professional manner.
Interacted with customers extensively to maintain customer satisfaction.
Tracking/Tracing the shipments.
Marking complaints to concern desks for shipments which are not delivered within Turn around
Time.
Following the processes and procedures that the call center defines for handling calls.
Account Executive (Telesales Representative)
July 2006 – Jul 2007
Absolute Source
International Call Center
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With Absolute Source obtained the opportunity to work in a team.
Gained experience in Lead Generation, Lead Verification, Data Entry.
Making International Outbound (USA) calls for seeking business.
Transcriber
AC Nielsen Pakistan Pvt Limited
Market Research
Transcribed Miscellaneous In-Depth Interviews and Focus Groups from Urdu to Urdu and Urdu to English
on Freelance basis on provided strict deadlines.
Transcriber
Four Corners Group Pvt Limited
Market Research
Transcribed Miscellaneous In-Depth Interviews and Focus Groups from Urdu to English on Freelance basis
on provided strict deadlines.
ACHIEVEMENTS:
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Played a key role in Hiring, Training and Monitoring Agents for a Special project of an outbound
campaign Sentiments Eid Post Analysis.
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Managed to compile the report within the provided time frame in spite of a small number of staff.
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Played a major role in making presentation report for an internal shipment tracking software
CMS-II which was initially in utilization for call center and later on was implemented over the
network.
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Accompanied Manager Operations Call Center & Supervisor Call Center in training and
development of 10 major areas of Pakistan for their better understanding of CMS-II.
EDUCATION:
Bachelors in Commerce
University of Karachi.
Higher School Certification
ASF Higher Secondary Public School.
Secondary School Certification
CAA Model School No. 1.
CERTIFICATE COURSES:
Smart Office
Attended TCS’s in-house training consisted of three topics Personal
Management, Office Management, and IT Skills facilitated by Haris
Tabassum (Manager Learning & Development – TCS)
Aviation Grooming & Orientation
Attended a short awareness class regarding Passenger Handling, Cabin
Crew and Air Ticketing from Silver Wings Aviation Academy.
Certification in AutoCAD 2007
Attended a certification in AutoCAD 2007 from Bright Scope College
of Business & Information Technology under the Criteria and
guidelines established by Sindh Board of Technical Education,
Karachi.
Certification in Food & Beverage
Production
Attended a Certification in Food & Beverage Production from Pakistan
Institute of Tourism and Hotel Management, Karachi
.
COMPUTER LITERACY:
MS Office (Word, Excel, Power Point, MS Access, MS FrontPage)
Typing 50 wpm
Internet Surfing, Searching, Managing E-mail
PERSONAL INFORMATION:
Father’s Name
Date of Birth
Marital Status
Languages
Sheikh Tajammul Farooq Siddiqui (Late)
January 29, 1987
Single
Urdu, English
REFERENCES:
Syed Nayyer Mehdi – Manager Operations Call Center (TCS Private Limited)
Mursaleen Rafiq – Manager Training & QA (TCS Private Limited)
Muhammad Hameed – Supervisor Call Center (TCS Private Limited)
+92-301-822-4884
+92-301-822-4886
+92-300-220-0364