Customer Experience & Customer Care Consultant

Implementing of Voice of Customer
Implementation of NPS with Top-Down & Bottom-Up NPS
Designing & implementation of satisfaction surveys for customer feedback
Designing Systems to collect customer irritants for resolution and improvement of customer experience

Business model Innovation & implementing Customer Centric design for business improvement.

Designing new business model innovation opportunities to improve Business & customer experience
Development of strategies to deliver successful business model innovations.
Improve Business communications for successful deployment of the business model

Designed, developed and facilitated training

Effective Communication Skills
Giving Signature Presentations
Stress & Time Management
Off-line Leadership Retreats & Team Building activities
Team Building
CX Management through Voice of the Customer
Customer Satisfaction Research
Top Down NPS
Customer Feedback Loop (CFL – Bottom Up/ Transaction Based NPS)
Customer journey mapping
Customer experience driven through front-end channels

Manager Customer Care (CFL & CSAT) Feb 2014 till Sep 2016
Selected Contributions & Responsibilities:

Facilitated the design and development of Bottom-Up NPS (CFL) calling and reporting application
Implemented Bottom-Up NPS (CFL) at 100% Business centres, Franchises, Contact Center, and back-end teams.
Enhanced visibility of customer irritants captured by CFL inner-loop for stakeholders (touch points) to improve customer experience
Led the team to help Mobilink Improve BU-NPS from 70% to 92%+ by timely sharing customer feedback with respective stakeholders. It also helped in the improvement of Top-down NPS scores.
Led the team to design and implement a complete Loop-Closure process & application to remove customer irritants.
Led the Team to design and implement an in-house SMS-based survey solution to capture NPS and Perceived FCR
Managing third-party Mystery Shopping surveys for Business Centers, Franchise Centers and Contact Centers.
Managing and reporting KPIs based on BU-NPS Voice-based surveys.
Designed reports based on customer feedback from Bottom-Up NPS (CFL) and SMS surveys for Management.
Designed dashboards on areas highlighted by customers for improvement. These dashboards helped different Channels to:
o   Improve Customer handling skills by training & implementation of new systems
o   Expansion of customer serving facilities to ensure good ambience & atmosphere for customers
o   Development of New Chatters for business partners
Designed analytical reports on areas of improvement for CEM to conduct inner and outer loop workshops
Working closely with CEM to coordinate with Marketing, Commercial and technical teams to improve CX
Facilitating CEM in the implementation of new third-party applications to capture SMS-based NPS and CSAT. It includes
o   Defining rules of data selection
o   Designing of roles & hierarchies
o   Defining alerts based on customer feedback
Ensured Quality standards of customer feedback should not drop below 95%

Manager Customer Satisfaction & Research(CSRT),  Oct 2009 to Feb 2014
Selected Contributions & Responsibilities:

Closely worked with Bain & Company for the implementation of the Net Premotor System (NPS)
Led the team responsible for the Implementation of CLF (Close Feedback Loop) at the outbound Team
Designed and implemented a CLF survey Questionnaire for the outbound calling team.
Trained Outbound staff to collect feedback for CLF
Developed internal System to ensure 95%+ quality in CFL calls
Ensured Smooth delivery of Customer Satisfaction reports for management.
Designed and implemented bill delivery survey with complete process flow data sample collection to management reporting.
Completed revamping project of customer satisfaction surveys for Customer care and franchise.
o   Incorporated segmentations in the survey data sample.
o   Developed a quality team for monitoring outgoing call quality.
o   Revamped Report to give management better visibility of customer feedback.
Groomed a team of quality evaluators to ensure minimum error. Also ensured to train them as trainers to conduct training.
Groomed a team of research offices to conduct surveys and capture customer feedback without any errors.
Developed a complete training process to ensure all team members will be updated on the latest information.
Developed process documents for all satisfaction surveys to help understand the complete process lifecycle.
Actively participated in revamping and development of projects for QAST.

Team Lead Quality Assurance & Training Team(QAST), Jan 2005 to Oct 2009
Selected Contributions

Developed a complete process of Training for all customer touchpoints.
Scheduled & monitored the complete Siebel Training project in the Central region.
Scheduled & Monitored the complete MNP Training project in the Central region.
Completed Project of Random Activity Monitoring system to evaluate frontend & backend team performance.
Completed project of frequent caller analysis and work code analysis. It helped to understand the reasons for repeated calls and the higher number of calls for any specific work code at contact centres. Approximately 10% of calls were reduced after addressing reasons extracted from both reports.
Completed Project of Random Call Monitoring of Out-Bound surveys to ensure that customer feedback is captured and presented without errors.
Automated all quality assurance reports sent to customer care management and saved 10% to 15% time.
Introduced and developed a scheduling system, which helped improve overall team performance and manage workload more efficiently.
Developed Designed and Maintained a Training system for record-keeping
Conducted training for various groups of customer care, Sales, Marketing, & IT on product and soft skills.
Evaluated in-bound, and out-bound calls & system based activities to ensure quality services will be provided to customers

Cash Management Product Support Officer, Oct 2002 to Jan 2005  
Selected Contributions & Responsibilities:

Managed Cash management support team in north region
Managed, Implemented and supported Citibank cash management products nationwide
Managed Citibank and PSO project for online PSO fuel ordering system in the north region. Involved in initial testing, training and post-project monitoring and support.
Maintained smooth end-to-end systems for payments through Citidirect, Paylink and Speed Collect.
Managed project of complete system up-gradation project to web-based Citidirect in the north region.
o   Pre-implementation tests at selected clients in north
o   Trained clients on new systems before the final implementation
o   Complete system software up-gradation
o   Monitoring & support for smooth operations
Implemented Citidirect for speed collect and payroll at Paktel & Ufone it includes pre-sale presentations, Trainings and system configurations for smooth transactions & reporting.
Implemented and managed Backup systems and processes for business contingency. Conducted smooth testing in the north region.

Network Administrator, Mar 2000 to Oct 2002 
Selected Contributions & Responsibilities:

Managed System & network support of designated location.
Managed Service Level Agreements with vendors for smooth system operations.
Implemented and Maintained a checklist for daily systems operations.
Maintained complete documentation for the system, which helped in getting the highest scores in the Annual Audit Review.
Completed project with STATBANK of Pakistan IT AUDIT Team by giving complete support and understanding of Procedures and Processes followed at Citibank.
Conducted three successful Contingency of Business plans. Also suggested changes and got them incorporated for efficient system performance.
Supported IT management to implement the new system. Which includes Pre and post-project testing (UATs) & user Training for smooth business operations.
o   Upgraded new banking operations applications.
o   Incorporating Gold banking at my location.
o   Implemented encryption applications on servers & high-risk systems.
Maintained Novel & Windows mixed server environment. Ensured timely support by venders if required for hardware through Service Level Agreements.
Maintained WAN networks for smooth operations. Ensured timely service & support by vendors through Service Level Agreements.

Selected Contributions & Responsibilities:

Responsible for customer support for software and hardware.
Worked on complete projects to implement client server environments.
Responsible for troubleshooting software errors on Windows Servers & Clients.
Responsible for support and implementation of MS Exchange and SNA servers.
Responsible for troubleshooting server hardware problems at client sites.
Configured NT servers, Exchange servers, SNA servers, Internet information servers.
Hands-on experience working Configured HP, IBM, Server machines.