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خلاصہ
Recently, I am working with Telecard E-Solutions Pvt. Limited as a Zonal Manager Operations where I have been given the responsibilities to define policies and strategies to run smooth operations for Central & North regions, designing and implementing SOPs, Overseeing the costing and billing of operations, Planning and controlling the new business changes for process and quality improvement, managing the office infrastructure for clients on rental basis, assisting new clients to register with legal bodies of Pakistan including PSEB, SECP, and PTA, keeping up to date the Disaster Recovery site for Deutsche Bank in Lahore regional office for 24/7 access, strong coordination with corporate clients for smooth services and liaising with corporate customers to create new business opportunities, vendor management, 24/7 contact center operations of Telecard Ltd., IFC (International Finance Corporation), Pak Qatar Family Takaful and Special Communication Organization, managing administrative activities involving purchase of equipments, maintenance of procurement, housekeeping, safety, security and employee induction, Actively seeking and conducting meetings and presentations with potential clients, Preparing and performing customer presentations, Preparing business proposals and finalizing the deals, preparing and signing legal agreements, coordinating with technical support to determine client needs, responding to inquiries, and resolving the problems, introducing new products in the market, Contribution to the completion of projects in a timely manner within the specified budget.
Before this I completed my experience with Ovex Technologies and Millicom Professional Services. With Millicom Professional Services I led a national contact center for Cellular in Lahore and developed it from scratch. With Ovex I managed Training and Quality Department for Paktel GSM, Instaphone Digital, Telecard Ltd. and Supernet, I was also responsible to respond to client's complaints
پراجیکٹس
تجربہ
Manager- Zonal Operations & New Business Development
• Define policies and strategies for smooth running of operations and managing operational teams
• Designing and developing quality assurance mechanism and SOPs
• Developing timelines for operations/project deliverables
• Looking after administrative matters of the regional office and overseeing the costing and billing of operations
• Preparing and maintaining all projects/operations documentations including service delivery plans
• Leading and directing project/operations team members
• Liaising and meeting the corporate customer’s needs and exceeding their expectations i.e. Deutsche Bank, IFC-World Bank, Faysal Bank, Mobilink Bank, Allied Bank, Pak Qatar, Qubee, CSi, and Packages Ltd. as a Key Account Manager.
• Managing 24/7 Disaster Recovery sites for Deutsche Bank for their corporate banking
• Infrastructure/services demonstration to clients foreign delegation i.e. UK, Germany, Singapore & China
• Managing infrastructure for International contact centers and their registration with legal bodied i.e. PTA, PSEB & SECP
• Adept at managing entire administrative activities for central & north regions.
• On-demand countrywide trainings to corporate clients. i.e. Shaheen Air & AMADEUS
• Contracts management, budgeting and cost control measures, and ensuring timely implementation of the projects
• Active participation in the Leadership Team for Strategic Business Planning, implementation, and client interaction
• New call center setup for new clients including infrastructure, training, hiring, SOPs, reporting systems and coordination with client and reporting to their HODs and delivering SLAs.
• Managing daily call centre operations, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.
• • Actively seeking and conducting meetings and presentations with potential clients
• Preparing and performing customer presentations, proposal and finalizing the deals with corporate customers
Supervisor Operations
Here, I managed regional operations including Customer satisfaction, customer retention, Delivery of services, 24/7 Call Center operations and QA for Telecard, Supernet, Port Grand, and SCO. Managing and provisioning of the call center infrastructure to the clients for their local and international campaigns while registering them with the legal bodies, managing 24/7/365 days DR Site for Deutsche Bank.
Liaising with the corporate customers, meeting their needs and exceeding their expectations and suggesting new product and services available.
Actively managing repair and maintenance of the office equipment, procurement, hotel arrangements, vendor management, event management, Upkeep of office administrative facilities and ensuring the availability of daily miscellaneous requirements to provide harmonious work culture to employees. Managing petty cash and preparing monthly and budget reports.
Conducted in-house training workshops on product and Customer service skills for the above mentioned clients, also provided the training to the clients at their premises on call center software application, call center/customer service skills and entire call center processes for inbound, outbound, back office, SOPs, QA and KPIs. Understanding the customer problems and providing appropriate suggestion to improve quality and productivity. Providing, comprehensive training to the supervisors and team leaders on the entire call center operations and Quality Assurance.
Training & Quality Executive
• New hire Training of Paktel (GSM-TDMA), Instaphone Digital (TDMA ) and TeleCard Product & services, and Customer service skills
• Contribution to HR for recruitment of Customer Support Officers
• TNA, based on Call observation, quizzes, mystery shopping and CSO feedback
• Planning, designing and conducting monthly training refreshers
• On-demand trainings
• To monitor and improve calls’ quality of more than 50 CSOs
• Monthly performance review with each CSO
• Individual and group counseling sessions to impact on overall quality of call center teams
• Coordination with clients (Paktel, Instaphone and TeleCard Ltd.) regarding product information and processes
Team Lead Call Center Operations
• To ensure policies and procedures are adhered, including compliance to Call Center rules
• To ensure that all individual targets and KPI’s (Key Performance Indicators) are consistently met or exceeded understanding the relevance and impact of those factors in the team’s overall performance and quality.
• Instaphone & Paktel Product and Customer service training to new hire and on demand trainings
• Coordination with all departments and QA calibration with Karachi call center.
• Daily/Weekly and monthly agent and Call center performance reports to Manager Call center.
• Regular Audit of supporting systems
