概要

• Over 15 years’ working experience including 8 years as a senior manager in Customer Service and Operations.
• As a leader has taken a key role in improving customer experience through the following tactics: mentoring, directing, supervising and delegating overall functions and staff of customer service and quality assurance operation, handling top-notch professional support services, providing personal interaction, and resolving varied customer inquiries and complex issues.
• Proven record of creating, implementing and driving new processes that deliver winning strategies, profit improvements, and dynamic solutions.
• Recognized for high-level of commitment to exceeding customer initiatives, implementing performance improvements to drive the business forward.
• Exceptional ability to inspire and elicit the best qualities of a team. Core competencies include:
Customer service & Experience Process development & implementation
Quality Assurance Specialist Online Sales Specialist
Leadership, training & team development Operational Efficiency

项目

NPS Launch
Xcally Launch
FCR/CSI
NPS Project (Improve Customer Experience)

工作经历

公司标识
Fulfilment Manager
Cheetay Logistics
Jul 2018 - 代表 | Lahore, Pakistan

Looking after customer service, delivery operations and product development projects.

公司标识
GM Contact Center
MCR PVT LIMITED (Pizza Hut and Burger King)
Dec 2017 - 代表 | Karachi, Pakistan

Exciting and challenging opportunity to promote Multi-National Food chains (Pizza hut and Burger King). Looking after Customer service and delivery services for all channels.
SELECTED CONTRIBUTIONS:
 Increased Suggestive selling up to 25% which helps increased in sales.
 Launched KPIs and team motivational plan which improves team bonding and achievements.
 Launched Live chat channel.
 Improved conversion ratio from 63% to 75% through process improvement.
Learning Continuous….

公司标识
Global Head of Operations - COO (Asia Region)
JOVAGO.NET
Jan 2017 - Nov 2017 | Karachi, Pakistan

Exciting and challenging opportunity to promote travel industry in Asia. Looking after Customer service, Revenue Management (KEY Account Managers) and Collection teams(FinOPS).

***SELECTED CONTRIBUTIONS:

• As a team, we enhanced NPS by 45% through process improvement.
• Achieved highest completed bookings ever since inception in July’17 month.
• Achieved 96% collection percentage for the first time. (Excellent effort by FinOPS team).
• Achieved less than 2% OOP for Pakistan and less than 5% OOP for all Asian countries. (OOP = Out of Parity)
• Launched new payment methods in BD (Port Wallet)
• Achieved highest conversion ratio since inception in consecutive 2 months

公司标识
Regional Head of Customer Service (Jumia Market - Africa)
Rocket Internet Company
Jul 2015 - Sep 2016 | Lahore, Pakistan

Promoted to regional manager position to recruit, train and supervise 7 countries customer service departments. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient customer experience at all touchpoints.

***SELECTED CONTRIBUTIONS:

• Improved Efficiency through process improvements and training by 35%.
• Reduced CS operational cost up to 20% by sharing best practices.
• Introduced training programs that enhanced employee performance and helped build a motivated workforce.
• Designed quality control program and implement standards to coach employees toward high performance and success.
• Elevated customer satisfaction scores from 70% to 92% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
• Launched CS channels such as LIVE chat, xcally & Zendesk in all HUB countries.
• Generated daily/weekly reports to monitor department and improve customer service in each country.

公司标识
Head of Customer Service
Kaymu.pk
Jun 2014 - Jun 2015 | Lahore, Pakistan

Acknowledged the exciting and challenging position as customer service manager to recruit, train, supervise and develop new customer service department. Manage front-end operations to ensure friendly and efficient customer experience at all touch points.

***SELECTED CONTRIBUTIONS:

• Improved Efficiency through process improvements and training by more than 20%.
• Hired a team of 24 people to serve customers at all touch points.
• Designed quality control program and implement standards to coach employees toward high performance and success.
• Elevated customer satisfaction scores from 80% to 90% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
• I united and motivated a team of seven underperformers.

公司标识
Assistant Manager Quality Assurance
Telenor Pakistan
Oct 2012 - May 2014 | Lahore, Pakistan

Promoted as Asst. manager to lead a quality assurance unit of 40 people. Ensure compliance on all touch points so that customers enjoy high levels of service and employees are motivated to deliver top performance.

***SELECTED CONTRIBUTIONS:

• Designed new quality evaluation program and implement new standards to coach employees toward high performance and success.
• Project Manager to improve Customer experience (FCR/CSI) in Telenor, achieved 75% FCR first time in history.
• Trained, coached and supervised customer service professionals to ensure optimum satisfaction of customers.
• Documented and maintained reports related to discussions and feedback provided by the customer and presented reports to appropriate department to enable a further improvement in products/services.
• Elevated quality scores from 85% to 94% within 3 years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
• Generated daily/weekly quality reports to ensure compliance and shared improvement areas to relevant teams with top concerns.

公司标识
Acting Asst. Manager/Team Leader QA/QA Officer/Customer Relation Officer
TELENOR, Pakistan
Apr 2005 - Nov 2012 | Lahore, Pakistan

Managing Human Resources
Target Planning and Management
Team Development and Motivation
Pressure HandingStakeholder Management
KPI Maintenance
Conflict Resolution
Innovation and Effective Problem-Solving
Excellent Communications Skills
Project Management

学历

University of Central Punjab (UCP)
硕士, 工商管理硕士学位, Masters in Business Administration‎
Marketing
CGPA 3.5/4
2005
University of the Punjab
硕士, 科学硕士学位, M. Sc (Statistics)‎
Applied Statistics
等级 A
2003

技能

熟练 Analytical Skills
熟练 Compliance Management
熟练 Conservation Awareness
熟练 Customer Experience (NPS,FCR/CSI)
初学者 Debt Collection and Recovery
熟练 Handling Assignments
熟练 KPI Management
熟练 Managing Large Teams =
熟练 Microsoft Outlook
熟练 MIT Knowledge
熟练 Operations Responsibilties
熟练 Resource Efficiency
熟练 RESTful APIs
熟练 Soft Skills
熟练 Software Quality Review
熟练 Students Data Handling
熟练 Training and Development
熟练 Vendor Management
熟练 رعاية العميل

语言

熟练 乌尔都语
熟练 英语