1. USMAN ATHER
Postal Address: Mobile: +92-312-509-6268
House B-1246 Satellite Town, Rawalpindi Email: usmanath@gmail.com
Abilities
 Self motivated, flexible and able to work in a rapidly changing environment
 Working experience in a multicultural environment
 Able to work independently, as well as a team member and also can help the team members
Objectives
I prefer a challenging environment where my skills can be utilized. Further and equally
important, I have the ability to function as a team Player, as well as to provide the leadership,
where needed.
Achievements
 Backup Team Leader to Outbound and Customer Experience Management
 Day to day Target Selling
 Performance awards for Customer Care
Work Experience
Air University Islamabad 24th March 2015:
PA to Director Examination
 Drafting of Office memos/letters, minutes of meetings
 Maintaining official files in an organized manner
 Tracking of file/letter movement to and from the office of Director
 Scheduling appointments/meeting arrangements with internal and external clients
Zong CMPak 28th Dec, 2008 – 20th March, 2015:
Complaint Management Center
December 2014 – 20th March 2015
CMC Operations helpdesk
 Complaint resolution and providing feedback to the customers
Regulatory Affairs
January 2014 – November 2013
 Maintaining Regulatory activities through Weekly Tracker
 Coordinating for Internal & External Meetings
 Tracking of Minutes of Meeting along with task closure activities
 Coordinating with PTA & Internal Teams for controlling Grey Traffic
Coordinator to Chief Public RelationOfficer/Network Quality Officer
February 2014 – Aug 2014

2.  Taking notes & follow up on assigned action items
 Worked as a convener for QA Committee and providing end to end feedback
 Meeting scheduling with external & internal clients
Coordinator to Deputy Director Human Resource
Jan, 2014 till Feb 2014
 Employee Experience Management
Coordinator to Human Resource (Contact Center)
Aug, 2013 till Dec, 2013
 Coordinating for new employees hiring to meet Contact Center requirements
 Coordinating with ISB/LHR Contact Center with head quarter for employees
 Coordinating with more than 1200 employees on behalf of HR-Contact Center
Coordinator to Deputy Director Virtual Services
Aug, 2013 till Dec, 2013
 Task Management for Islamabad and Lahore Contact Centers
 Coordinating on different projects initiated for Contact Center
 Weekly/Monthly Departmental reports working under Virtual Services
Zong Contact Center (December 2008 – Present)
Customer Services Officer (Inbound /Outbound)
Assistant Team Lead: (Customer Experience Management)
(Dec 2009 till July 2013)
 Daily and Weekly Targets Achievements for External Surveys
 CSI Surveys on daily basis for Analysis Department
 Weekly and Monthly presentations regarding External Projects
 Prize Campaign Management
Inbound/Outbound (Dec 2008 till Nov 2009)
 Taking Inbound Calls and provide assistance to the customer as well to the team members
 Submission of Daily reports related to different Projects
 Report Analysis on MNP and Outbound Campaigns
 Power Point Presentation for Daily Reports
 Looking overall skill queue rotation to outbound agents
 Worked on Outbound Dialer
Zarai Taraqiati Bank Limited (August 2008 to October2008)
Role: Internee
Major Departments:
 Accounts and Finance Department
 Budgeting Department
 Branch Banking
Responsibilities:
 Learn how to deal with the Customer and to facilitate them
 Learn the basic working of the Consumer Banking

3.  Learn how to value the Customers
 Worked at front desk to serve the clients
Computer & Analytical Skills
 Microsoft office (Microsoft Excel, Word, Power Point & Visio)
 Reporting and Analysis
Academics
2006-2008: Bachelors of Commerce– (Accounting, I.T & Economics), Punjab University.
2004-2006: HSSC (Diploma of Commerce) – (Accounting, Commerce),
Government College of Commerce, Rawalpindi
Skills
Excellent written and verbal communication skills in English
Reference:
Will be provided upon request