Working Summary
Started working to analyze the domestic campaign (Careem), After spending the 8 months in the organization now I am looking after the analysis of International projects of Ibex international i.e (Western Union, T-Mobile, Luxes, Clear View, Global Reception, Alert & DGS)
 
Key Responsibilities:
·         Gathering and Analyzing data in support of business cases, proposed projects, and business requirements
·         Must be able to work independently in a time-critical environment and as a part of a team on special and ongoing projects
·         Provide business intelligence/reporting that assists the team in generating optimal performance
·         Identifying gaps in information, processes, and agents training
·         Provide insight into the correlation between evaluation criteria and quality results to recommend changes necessary for continued agents development
·         Manage monitoring database, including reporting on trends, agents, teams, centers as it relates to quality monitoring both voice and non-voice interaction
·         Accuracy of reports and Analysis
·         Innovation and creativity
·         Highlighting the alarming area
·         Meeting deadlines of reports
Initiatives
·         Highlighted Financial Risk for (Careem Project)
·         Initiate Timeslot wise CSAT calculation and implemented all over the Int & Domestic
·         Made smart dashboards with amazing visualization
·         Introduced Co-relation working in daily, weekly reports
·         Create overall reporting for Western Union which help the client & internal management for a birds-eye view

Key Responsibilities:
• Operational & Support Management
• Enhance the revenue by the available resources
• Team Management
• Contact Center Development
• Manage Inventory
• Sales Follow Up
• Time Management
• KPIs Development
• Create Control Environment
• Customer Satisfaction Level Maintenance
• Control Shrinkage on Floor
• Distributor meetings on monthly basis
• Follow up with Cargo Services
• Control Attrition

Initiatives:
• Enhance front endresource from 60 to 200
• Start Up-Selling Campaign which has been positively affected up to 60% comparatively routine revenue
• Introduced Verification and Confirmation Departments
• Start regularly revenue generation reporting from each and every single Dept
• Introduced RDC Dept(Resource Development Center)
• Launch online shopping website of Mega Brands
• For the project of Whats App & Viber handling teams start for the sales enhancement
• Mega Brands Web Page initiate
• Live chat services implementation
• Introduce new products for the revenue enhancement
• Introduced new courier services for goods supply for the cost effectiveness(Stallion Courier)

Key Responsibilities:

• Team Management
• Control Service Level
• Control Shrinkage of floor
• Update regarding burning issues at real time to management
• Handling of escalation customer’s Queues (Prepaid, Postpaid, Black Berry, Retailers, Official, Platinum Customers)
• Coach and trained to the Team members regarding customer handling & Customer Experience
• Share TUR (Time Utilization Report) with management & team member by every hour
• Given correct answers to agent’s queries over recorded IP
• Spread awareness on floor of new launched products
• Share LCM report (Live Call Monitoring) with management and team members on daily basis
• Share customer complaints to relevant Dept and take follow up regarding their resolution
• Meet Quality more than 85% by month
• Compliance of Quantity KPI % by the day
• Product & process quiz by month
• Collect the reasons on real time regarding diminution of the service level


Initiatives:

• LTE (Long Term Evolution) project launch operational
• Set ATT (Average Talk Time) bracket of LTE (Long Term Evolution)project
• Merge product & process portal
• Initiate Whats App group for official management co-ordination

Key Responsibilities:

As a Fraud Control Unit Sup my key responsibilities are to manage the people of Dept. Compliance all the unusual activities. Client co-ordination Work on personal development of team members. Motivate and groom team as well for the facing all the situations.
Handle 3 teams Investigation, Analysis, Risk Management

Initiatives:
• Implement sessions trend into Coaching of Culprits
• Work on personal development of Dept Officers
• Held management meeting for the performance review after every 15 days
• Launch FIA Team (Fraud Identify Agents) at floor in every team

Key Responsibilities:

• Strong check over KPI Fraud
• Deeply investigate to daily unusual stats
• Spread Fraud Prevention Awareness by month
• Report daily controls to the management
• Initiate Risk Assessment by month
• Weekly, Monthly Presentations to Higher Management

Achievements:

• 4 Times awarded by Fraud Control Officer of the Month

Initiatives:

• Highlight & Control Fake Avail Time Spot Check
• Highlight & Control Fake Work Codes Punch-in
• Highlight& ControlSeibel SR (Service Request) deletion by system
• Highlight & Control Seibel SR (Service Request) Transfer to other CLI
• Highlight & Control Wrong VAS (Value Added Services) activation proceeding
• Highlight & Control WrongKPI Spoliation
• Highlight & ControlStop Achieving NPS Score by the unfair mean

Key Responsibilities:

• Providing superior and differentiated services to the customer
• Extra mile helping approach to the customer
• Take customer’s feedback regarding the brand
• Sustain NPS score (Net Promoter Score) thorough out the month
• Take follow up over the customer complaint and resolve them

Achievements:

• 2 Times achieved the award of (NPS King of the month)
• 1 times awarded by the award of Quality Guru

Initiatives:

• Create Tool Kit work code wise which are mostly evaluated in NPS project
• Coaching to the agents for customer handling skills
• Revert the process of PTA Anti Spamming
• Implement Call Back Process to customer by the agent if Call Drop
• Implement the process of Refund charges (Call to 345) in case of Wrong Deduction Complaint