概要

A dynamic professional having more than 10 years of experience in Customer Care Operations, Service Quality, Standardization and Trainings, Human Resource. The experience covers innovation, introduction of KPIs, development of SOPs and conduction trainings on various topics related to call centers, business centers and backend operational teams. I have completed my Graduation and in each of my previous job experiences, I have performed my assignments with a high degree of skill and professionalism.

工作经历

公司标识
Service Quality Officer OGII
First Women Bank Ltd.
Jul 2020 - 代表 | Karachi, Pakistan

Service Quality & Complaint Supervisor

公司标识
Senior Service Quality Analyst & Trainer
Karachi Electric Supply Company
Jan 2013 - 代表 | Karachi, Pakistan

DUTIES & RESPONSIBILTIES



Monitoring and Evaluation of 500 calls per month based on standards of K-Electric.

Responsible for training of the new recruits, conducting refreshers training. (SAP, CRM, Oracle) Technical Training related to K-Electric.

Conducting fortnightly Coaching and Counseling with CSRs.

Highlight gap analysis of quality and analyzes monthly trending reports of key quality indicator to ensure continuous and formulate strategies towards quality improvement.

Conducting telephonic and walk-in interviews of new candidates according to standards.

Design and implement KPIs for 118-Response Center.

Develop new SOPs and review the existing ones.

Able to identify and rectify Service Quality weaknesses through Training interventions TNA.

Monthly Reports pertaining to Floor Performance.

Conduct and assess monthly quiz in order to facilitate CS with product knowledge.

Take ownership for CS related issues and work towards providing resolutions

Share Monthly analysis with QA Manager.

Evaluate IBC staff and Conducted Customer Satisfaction Survey for walk-in consumers.

Share Case Studies with Operations and CRU.

Co-ordinate with operation & HR Department.

Maintain year to date performance.

Surprise Audit visit in K-Electric Outsource call center for the improvement of employee performance.

Helping to develop a customer service policy for Customer Service Department.

High on Initiative - Team Building - Creative Problem Solving Commitment.

Using accurate and smart data analysis from MIS to rectify abnormal trends and roll out remedial measures.

Ensuring increased calibration and sharing of best practices among all CS teams for high performance culture.

Tracking and driving initiatives (specific query/specific answer, using alternatives on new services and high volume of calls)

Conduct Pre-Shift meeting.

公司标识
Senior Officer Service Quality
Al Meezan Investment Management Ltd
Oct 2019 - Jul 2020 | Karachi, Pakistan

Looking after SQ Team

公司标识
Asst. Team Leader
Mobilink GSM
Sep 2010 - Feb 2012 | Karachi, Pakistan

Pakistan Mobile Communications Limited, better known as Mobilink GSM, is a telecommunication service provider in Pakistan. Mobilink's corporate postpaid package is sold under the brand name Indigo and prepaid by the name of Jazz. In addition to cellular service, the Orascom group is diversifying its service portfolio by setting up new businesses and also expanding through acquisitions.

公司标识
Customer Service Representative
Abacus Consulting
Jun 2009 - Apr 2010 | Lahore, Pakistan

Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. SAP Business One is an affordable, easy to implement, interconnected business management ERP solution.

学历

University of Karachi
硕士, 工商管理硕士学位, MHRM‎
Human Resources
CGPA 3.4/4
2021
University of Karachi
学士, 贸易学士, B.Com‎
Management Accounting
所占比重 60%
2016
GOVT. DEGREE COLLEGE FOR BOYS 7D2 NORTH KARACHI
中级/A级, 贸易学学生, I.Com‎
Commerce
所占比重 59%
2007
Bilal Public School, Karachi
大学入学/0级, 科学, Matriculation in Science‎
Commerce, Science
等级 C+
2005
Bilal Public School
, Matric in Computer Science‎
所占比重 57%
2005

技能

熟练 Delievry Planning
熟练 Excellence Standard
熟练 Handling Assignments
熟练 Import Operations Handling
熟练 SEIBEL
熟练 Vape Knowledge

语言

熟练 乌尔都语
熟练 英语

Syed Muhammad Ghayas 联系人

Aamir Ejaz
Mindbridge Pvt. Ltd.