خلاصہ

Experienced Contact Center Professional with over 8 years of dedicated service in managing and enhancing customer interactions, with a focus on Workforce Management. Proven track record of delivering exceptional customer support, optimizing call center operations, and leading teams to achieve performance goals. Proficient in utilizing CRM systems, call center software, and workforce management tools to ensure efficient staffing and scheduling. Adept at problem-solving, conflict resolution, and consistently meeting or exceeding KPIs. Skilled in training and mentoring staff to provide top-notch customer service while maintaining a well-balanced and productive workforce.

پراجیکٹس

Careem WFM - Abacus
Hardee's Pk
Pakistan Tobacco Company

تجربہ

کمپنی کا لوگو
Workforce Analyst Specialist
I2c Inc
جولائی ۲۰۲۱ - موجودہ | Lahore, Pakistan

Resource planning, Resource management, capacity planning,  Dashboard Making, payroll processing for US employees, Reporting,

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Traffic Executive - WFM Lead
Abacus Consulting
دسمبر ۲۰۲۰ - جون ۲۰۲۱ | Lahore, Pakistan

The main description of the job was resource optimization and planning for future capacity. Allocation of the right number of people in the right timings to meet the SLAs. Client engagement, monthly reports Weekly businesses reviews and team management were the main duties.

کمپنی کا لوگو
Reporting Executive
Abacus Consulting
جون ۲۰۲۰ - نومبر ۲۰۲۰ | Lahore, Pakistan

Automated Dashboards, Client reporting for the contact center of telenor microfinance bank

کمپنی کا لوگو
Jazz Workforce
Abacus Consulting
جنوری ۲۰۲۰ - مئی ۲۰۲۰ | Lahore, Pakistan

Managing KPIs
Data Analysis
Handling client requirement
Reporting

کمپنی کا لوگو
WorkForce (RTM, MIS) - Careem
Abacus Consulting Pvt Ltd
دسمبر ۲۰۱۷ - فروری ۲۰۲۰ | Lahore, Pakistan

Working to maintain, Service level, reporting,
leading through positive motivation and controlling KPIs of teams. Coordination with clients regrading with new plans their implementation

کمپنی کا لوگو
Team Backup (PP)
Abacus Consulting
اگست ۲۰۱٦ - نومبر ۲۰۱۷ | Lahore, Pakistan

Nourished the team and motivated them to face the challenges and help them to achieve their allocated target.

کمپنی کا لوگو
CRO
Abacus Consulting
ستمبر ۲۰۱۴ - جولائی ۲۰۱٦ | Lahore, Pakistan

It helped me to make customer support specialist, made me to think what customer requires from a company & how company can make it better with the help of their front line representative.

تعلیم

University of the Punjab
بیچلرز, , BSc‎
Double Math's, Stats
درجہ B
2014
BISE
انٹرمیڈیٹ / اے لیول, , FSC‎
Pre-engineering
درجہ A
2012
BISE
میٹرک / او لیول, , matric‎
Science
درجہ A
2010

پیشہ ورانہ مہارتیں

متوسط Analytical Applications Command
متوسط Cross Team Communication Skills
ماہر MS Excel
متوسط Team Mentoring

زبانیں

ماہر اردو
ماہر انگریزی

Abaid آپکے جاننے والے

Muhammad Tahseen Fasih
Punjab Information Technology Board