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

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

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

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 ]