As an accomplished manager with almost 18 years of experience overseeing daily operations, process improvements, and sophisticated data analysis to achieve customer service excellence in high-volume call centers, I possess a wide range of knowledge and talents that will allow me to contribute toward the success of your company.
My expertise lies in successfully enhancing customer response strategies, innovating new processes, and managing overall customer service functionality to maximize loyalty, productivity, and growth to surpass expectations. Throughout my career, I have developed and led staff training programs, supervised workforce and performance analysis, and directed strategic projects and initiatives to accelerate revenue growth within the budget assigned to me. Additionally, my success in coaching and leading customer-centric teams positions me to make a significant impact on your organization. My leadership and communication skills make me stand out amongst others and allows me to manage, lead and motivate different teams to devote their 100% efforts in the best interest of the company and work towards the common goals.
For the past 15 year I am associated with various contact centers which include TRG, Telenor Pakistan & Pakistan Telecommunication Pvt Ltd. Currently I am currently working as Senior Manager Operations at Beyond Wireless Pakistan who are the dealers of Metro PCS in Chicago and New Jersey.
I am a Call Center expert with total experience of over 15 years of working in some of the leading call centers of Pakistan. I was associated with PTCL Call Center for over 8 years during which I have interviewed over 10,000 candidates along with managing the day to day inbound operations of the Call Center which had a total combined workforce of over 900 agents.
I have the experience of managing various departments which include Social Media Department, Official Email Correspondence Department, Training & Development, Recruitment, Sales and Work F