End to End Supervision of Complaint Management Team that are operational 24/7.
Implementation of Training and Development programs to increase efficiency and output.
Optimization and automation of nonproductive or manual tasks.
Reporting and analysis to improve operations as well as identify root causes of various types of complaints.
High Level Projections & presentations to chiefs and top management
Defining escalation procedures, standard operating procedures and emergency handling procedures for concerned teams
Participate in all team meetings and team building/Motivational exercises on daily/weekly/monthly basis.
Contribute to manage team objectives through team work Advising on the suitability of methodologies and suggesting improvements.
Designing, developing and implementing new functionality.

Zong CMPak Ltd – Executive Complaint Management

Handling and supervising Nationwide Customer’s issue  escalations, Franchises and CSCs requested over emails
Engineering and Re-engineer of Operational Processes for customer (frontend/ backend) depts.
Designing procedures, policies and SLAs to enhance customer experience and delight
Ensuring effective, relevant and useful delivery of information to/from respective channels
End to end system designing, requirement gathering, product paper development, testing & debugging and implementation. (310 SMS Complaint Portal).
Key Responsibilities: Coordination with customer/’s over email /Facebook /twitter and other social media instruments.
Respond customer’s queries requests, complaints and suggestions and entertain them as per company provided SOP.
Coordination with customer’s and internal /external departments to entertain customer’s concerns in best way
Close loop coordination with internal and external departments for addressing pre and post analysis/issues of developed systems and processes (Huawei IPCC, Asia Info CRM etc.).

Key Responsibilities:

Daily Analysis of overcharged / Balance drop complaints to validate customer’s concerns.

Coordination with different departments to have root cause of balance drop, Balance freeze and overcharged amount.

Differentiate in between valid and invalid customer’s concerns for the same

Coordinate with internal departments to reimburse the amount back to customer’s account against valid Cases

Arrange to inform the customer’s regarding their valid /invalid claims

Key Responsibilities:


Weekly Departmental follow-up to provide insight of pending complaints at concern ends and for the timely resolution of complaints / requests

Meet, discuss and negotiate if necessary with customer. Assist and handle special projects.

Actively improve the customer handling process and enhance the procedures.

Forward these customer’s complaints and requests to the concern departments (OMC, VAS, IT, Network Engineering, Customer Service Department) for the resolution and provide the feedbacks to customers

Monitoring and reporting of operational KPIs of Floor Teams and follow up for further refinement
Develop and improve system and process and ensure that all defined process are followed in their true letter and spirt to get Team improvement in KPI’s

Monitoring and reporting of operational KPIs of Floor Teams and follow up for further refinement.
Monitoring of different KPI’s i.e. Availability, Adherence 
Routine audits and health checks to ensure smooth performance of overall management system
Figure out quality degradation matters, devise optimization strategy and execute plan to acquire required targets

Representative at 310 Inbound Helpline (prepaid, Postpaid).

Highlighting process and systems loop holes, customer concerns and grievances to relevant channels for resolution (Connects, QA Team, S&P etc.)

Meeting and exceeding Qualitative and Quantitative KPIs as defined by Line

Addressing customer information/requests/complaints timely and professionally.