خلاصہ

15 years of diversified experience for working in vital positions of Telecommunications sector. With a passion to provide the best experience to the customers, I have worked in the functions of ...

- Customer Experience
- Analysis and Reporting
- Project Management
- Quality Assurance & Training
- Process Designing & Standardization
- Corporate Customer Communications
- Contact Center Operations Support & Recruitment

- Developed the FRD of back end processes for Mobile Financial Services (Jazzcash) by coordinating with all stakeholders
- Led the understanding deployment of Net Promoter System (NPS) Closed Loop Feedback (CFL) project in Jazz
- Worked on end to end Biometric verificaiton implementation project across all regions.
- Base lining the UI/UX of BSS stake to develop an Omni-Channel experience for 11 OPCOs of VimpleCom was my another project to lead Jazz into a truly digital world
- Formulated mechanics for Upselling, Queue Management, Mystery Shopping, Customer Satisfaction Surveys, Exit Interviews Random Contact Monitoring Reports

پراجیکٹس

Bio-metric Verification
eCare - Jazz Self-Care portal
Customer Care campaigns

تجربہ

کمپنی کا لوگو
Manager Customer Experience – QA, Training & Standardization
Jazz [Previously known as Mobilink]
جنوری ۲۰۱۷ - فروری ۲۰۱۸ | Lahore, Pakistan

Major Achievements & Projects:
• Empowered front end and reduced the back end teams workload upto 43%
• Introduced the automated/self-empowerment tools for internal & external customers to reduce calls and backend workload upto 21%
• Launched the Customer Care campaigns & FCR Elevation Program to improve the overall CEX
• Developed the customized training content based on TNAs and individual training, coaching & counselling session based on root causes analysis of low performers
• Developed the training module and conducted the training of Mobile Financial Services staff to give backend support to customers
Prime Roles & Tasks Accomplished:
Training & Development Role:
• Developed the online training modules & content for conducting the training of mass audience across the regions
• Training of all New Hires for Contact Centers, Customer Care Centers, and Franchises & CAMs
• Monitoring and supervising trainings with Post Training Evaluation mechanism
• On-The-Job & hands-on Training, Coaching/Mentoring for resource development
Quality Assurance & Monitoring Role:
• Devised mechanics to improve the Net Promoter Score of Jazz by highlighting the customer insights
• Designed & deployed the QA team’s quantitative monthly KPIs, team structure & evaluations matrix & criteria
• Developed and implemented a unified QA Portal for both Jazz & Warid random evaluations
• Initiated the joint calibrations sessions with vendor QA team to deliver a standardized customer experience
• Initiated Daily/Weekly/Monthly QA Dash Board
Analysis & Reporting Role:
• Segment/Group/Vendor & Tenure wise trend analysis of agent QSL/FCR & NPS impacting Jazz QoS
• Work code wise & Agent wise FCR and NPS analysis along with agent profiling
• Devised road map after root cause analysis based on customer pain point
• Created visibility for the stake holders by providing result oriented analysis

کمپنی کا لوگو
Assistant Manager Process Designing & Analysis
Jazz, Veon
اگست ۲۰۱۴ - دسمبر ۲۰۱٦ | Lahore, Pakistan

Major Achievements & Projects:
• Developed the Customer Care/CRM related section of FRD for Jazz Self-Care portal (eCare) by coordinating with the vendor & performed UATs till its final launch
• Developed the FRD of back end processes for Mobile Financial Services (MFS) by coordinating with all stakeholders
• Devised the initial draft for Franchise Charter by coordinating with the Channel Team & Consultant-Delta Partner
• Official representative of CC to cover the Order stream of CRM in Business Support System project
• Developed the mechanism for CFL surveys via OB call center, reporting of Inner & Outer loop issues for all stakeholders
Prime Roles & Tasks Accomplished:
Process Development:
• Developed & Re-engineered over 100 Business processes of Customer Care & MFS for resource efficiency in accordance with PTA regulations & industry best practices
• Designed Standard Operating Procedures according to industry standards for Business & Franchise Centers, Contact Centers, Back-end teams, JazzCash Mobile Financial Services & Corporate Account Managers
Product Usability Testing, Analysis & Reporting:
• Performed comprehensive UAT of all new Value Added Services and products before commercial launch
• Analyzed data to extract meaningful & useful information to manage overall customer services division
Project Management:
• BVS process implementation (BVS devices distribution and end to end process roll across all regions
• Revamped the Network Complaints Process for all channels & Successfully launched CFL Project in Jazz
Awards & Recognitions:

• Service Appreciation Award for the launch of eCare – February 2016
• Recognition Award for successful collaboration between Jazzcash & GOSF/Black Friday campaigns – Sep/Dec 2016
• Employee of the Month – September, 2015
• Employee of the Month – October, 2014

کمپنی کا لوگو
Assistant Manager – Contact Center
Mobilink GSM (PMCL)
جنوری ۲۰۱۱ - جولائی ۲۰۱۴ | Lahore, Pakistan

Prime Roles & Tasks Accomplished:
Recruitment through Assessment Centers, Trainings and Career Counseling:
• Hired new human resource as per the required standard for Jazz Customer Care
• Conducted Assessment Centers for Recruitment after short listing of candidates through telephonic interviews
• Training of CCRs based on identified TNAs for ensuring customer satisfaction and agent’s grooming for next level
People Management, Staff Scheduling/Forecasting and Reporting:
• Effective scheduling & forecasting of agents for consistent segment-wise ASAs using WFMS and CMS
• Managed Contact Center employee profiling and database (nationwide) CMS and WFMS
• Prepared Daily Shift Reports of ASA & SL during shifts along with attrition, absenteeism, productivity leakages reports
Team & Performance Management:
• Monitored, managed & maintained the performance of all reporting & contact center teams
• Prepared monthly, quarterly and annual performance appraisals
• Managed a team of 7 team leaders and around 100 CCRs at Contact Center
Customer Interaction:
• Took care of escalations, difficult customers and made follow ups
• Maintained friendly and cordial relations with customers, corporate clients
• Eliminated major call volume by process automations & revisions in processes
Awards & Recognitions:

• Contact Center of the Quarter Award (As acting Manager)
• 5 times awarded with Assistant Manager of the Quarter
• Winner of Century Club Award
• 3 times awarded for leading The Best Recruitment Team
• Played a key role in 100% HC management score of CC Lahore since Jan 2012

کمپنی کا لوگو
Assistant Manager - Participant Development & Placement Dept
University of Management and Technology
اکتوبر ۲۰۰۱ - جون ۲۰۰۳ | Lahore, Pakistan

Prime Roles & Tasks:

- Planning the departmental activities & event management
- Recruitment researches on current trends of market
- Career counselling, Resume writing & Mock interviewing

Awards:
- Best Event Planner [2002 ]

تعلیم

University of Management & Technology (UMT)
ماسٹرز, ماسٹرز ان بزنس ایڈمنسٹریشن, Masters in Business Administration‎
Total Quality Management & Marketing
CGPA 3.6/4
2001
The University of Punjab
بیچلرز, بیچلرز ان کامرس, B.Com‎
Micro and Macro Economics, Accounting and Finance
فی صد 81%
1997

پیشہ ورانہ مہارتیں

متوسط Academic Administration
ماہر Analytical Skills
ماہر Call Center Management
ماہر Competitive Analysis
ماہر Conflict Management Skills
ماہر Customer Experience Management
ماہر Data Analysis
ماہر Handling Assignments
ماہر Presentation Skills
ماہر Process Operations Handling
ماہر Resource Development
ماہر Team Building
ماہر TNA Building
ماہر إدارة فريق المشروع

زبانیں

ماہر اردو
ماہر انگریزی