1. Shaheryar Anwar
A6, Qamar Square,Sb-10,Block-2,Gulshan-E-Iqbal,
Karachi, Pakistan.
+92-302-8265403
+92-021-34991898
42201-1661426-3
shaheryaranwar@hotmail.com
Educational Profile
Institute Degree Majors Year
University of Karachi Masters International Relations 2010
University of Karachi Bachelors Civics / Education / International Relations 2008
Ghazi Foundation College Intermediate Civics / Education / Economics 2005
Comprehensive Secondary School Matriculation Computer Science 2003
Objective
To be a successful professional in today’s competitive and dynamic business environment and be in a position
to serve the organization in which I am selected to the best of my abilities while keeping myself in line with
overall organizational objectives.
Professional Expertise
Extensive work experience gained in my approx. 4 years tenure with leading private sector
multinational telecom company in Pakistan holding diverse experiences in different teams, Network
Complaint Unit, Call Center Operations & Investigation Resolution Unit.
Professional Experience
Mobilink (PMCL) May 2012 – Present
Customer Care Representative
 Answer questions about the product details, the company, and issues with account for the customers.
 Assist customers with any technical issues experienced with website and escalate any issues to
management appropriately.
 Upsell vas to customers for customer’s benefit,
 Meet quality assurance requirements and other key performance metrics.
 Provide customers with product and service information.
 Transfer customer calls to appropriate staff.

2.  Identify, research, and resolve customer issues using the computer system.
 Follow-up on customer inquiries not immediately resolved.
 Complete call logs and reports.
 Resolve billing issues.
 Recognize, document and alert the supervisor of trends in customer calls.
Acting Team Coordinator - May 2014
 Interact with customers to provide and process information in response to inquiries, concerns, and
requests about products and services.
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
 Diagnose and resolve technical issues through available resources & according to sop.
 Research required information using available resources.
 Follow standard processes and procedures;
 Identify and escalate priority issues to appropriate dept.
 Redirect problems to appropriate resource.
 Accurately process and record call transactions using a computer and designated tracking software.
 Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’
business.
 Organize ideas and communicate oral messages appropriate to listeners and situations.
 Follow up and make scheduled call backs to customers where necessary.
 Stay current with system information, changes and updates.
 Maintains effectiveness when experiencing major changes in personal work tasks or work environment;
adjusts effectively to work within new work structures, processes, requirements, or cultures.
 Makes customers and their needs a primary focus of one’s actions; developing and sustaining
productive customer relationships.
Network Complaint Unit Executive Apr 2015-Jul 2015
 Interact with customers to provide and process information in response to inquiries, concerns, and
requests about products and services.
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
 Diagnose and resolve network / technical issues involving internet connectivity, quality of service & 3g
connectivity issues.
 Research required information using available resources.
 Follow standard processes and procedures.
 Identify and escalate priority issues per client specifications.
 Redirect problems to appropriate resource.

3.  Accurately process and record call transactions using a computer and designated tracking software.
 Maintains effectiveness when experiencing major changes in personal work tasks or work environment;
adjusts effectively to work within new work structures, processes, requirements, or cultures.
 Makes customers and their needs a primary focus of one’s actions; developing and sustaining
productive customer relationships.
Investigation and Resolution Unit Executive Aug 2015-Present
 Build and maintain relationships with internal and external customers to maximize customer
experience and therefore satisfaction.
 Respond to and initiate communication with internal and external customers, providing a
courteous and professional service at all times.
 Own internal and external customers’ issues to ensure requirements are delivered within
agreed timescales and to specification.
 Continually develop own knowledge and skills to meet individual and department objectives.
 Proactively identify and implement recommendations to improve processes.
 Implement ethos of "what can I do to make this customer happy" whilst using waiver
guidelines as a benchmark for business requirements.
 Diagnose and resolve network / technical issues involving internet connectivity, quality of service & 3g
connectivity issues.
 Research required information using available resources.
 Follow standard processes and procedures.
 Identify and escalate priority issues per client specifications.
 Redirect problems to appropriate resource.
 Maintains effectiveness when experiencing major changes in personal work tasks or work environment;
adjusts effectively to work within new work structures, processes, requirements, or cultures.
 Makes customers and their needs a primary focus of one’s actions; developing and sustaining
productive customer relationships.
Organization Professional Training Year
Mobilink Mobilink Basic Customer Care Training May-2012
Mobilink Emotional Intelligence At Work Place Sep-2013
Mobilink The Power Of Positive Thinking Nov-2013
Mobilink Every Day Is Better Day In Mobilink Dec-2013
Mobilink Serve With Smile Dec-2013
Mobilink Understanding Technology To Boost Customer Delight May-2015

4. Reference will furnish upon request.