·        Established and Led Customer Care Operations: Built the entire BPO department from scratch, with a strong focus on customer care, designing and implementing all strategies, processes, and systems.·        Customer-Centric Strategy Development: Developed and executed customer care strategies that prioritized client satisfaction and retention, ensuring the department met and exceeded service expectations.·        Best Practices Integration: Incorporated industry-leading customer care practices into the department, enhancing service quality and operational efficiency.·        Training and Development: Designed comprehensive training programs focused on customer care excellence, equipping staff with the skills to deliver exceptional service.·        Performance and Service Optimization: Regularly assessed and optimized customer care workflows, resulting in improved response times, issue resolution, and overall client satisfaction.Leadership in Customer Care: Led and mentored a dedicated team, fostering a culture of proactive problem-solving and continuous improvement in customer service delivery.

• Developed project management plan, inception repot.
• Executed project management plan and met timelines
• Developed communication plan, and effectively communicates relevant information to team
• To manage day-to-day operational aspects of a project and scope.
• Prepared regular status reports and distributes internally and externally according to the communication plan
• Holds regular status meeting with project team.
• To ensure documents and major digital assets are complete, current, and stored appropriately.
• To resolves and /or escalates issues in a timely fashion
• Developed Risk plan to mitigate all project risk and installed controls accordingly
• Managed budget for the project to influence organization's financial profitability.
• Plan and execute call centre processes including policies and procedures for operational efficiencies and improved customer service experience
• Train, manage and evaluate supervisors and coach for improvement management skills resulting in multilateral staff achievement of work objectives

 ·        Integrates industry best practices into operational strategies and processes.·        Provides strategic guidance on policies, procedures, and operational frameworks.·        Facilitates communication and collaboration between departments, resolving issues and ensuring compliance.·        Leads strategy development for BPO operations, focusing on efficiency and client satisfaction.·        Designs and optimizes operational workflows, ensuring seamless service delivery.·        Oversees the development and implementation of training programs for staff.·        Evaluates operational performance, identifying areas for improvement.·        Manages and mentors teams, driving performance and organizational growth.

● Lead a team of 10+ agents and analysts who directly support our product catalog. Examples of work done on the team are ensuring we have best in class merchandising, triaging product level errors and identifying macro trends, partnering with offshore vendors, and driving technology based process changes.
● Taking care of Customer service on all channels (Emails/Calls/Webchat)
● Employee engagement
● Team development
● Delivering Inspirational Trainings to develop world class organizational culture.
● Supervise quarterly performance management reviews
● Organizational Development
● Lead cross-functional training
● Design, develop, deliver and evaluate training for all functional role requirements and skills developments including new products/services / Systems/ Processes, and promotions.
● Assist in the administration of training programs.
● Lead cross-functional training
● Ensure consistent information and skill delivery in all training activities provided to employees
● Responsible for meeting all targets/KPI’s on daily bases as set by the Department.
● Work closely with senior managers across the organization to define and refine product content standards and quality targets while bringing the supplier and customer voice to the table.

● Conduct inspirational training for customer service agents , Operation Managers and team leads
● Training content development
● Employee engagement
● Team development
● Delivering Inspirational Trainings to develop world class organizational culture.
● Supervise quarterly performance management reviews
● Organizational Development
● Lead cross-functional training
● Design, develop, deliver and evaluate training for all functional role requirements and skills developments including new products/services / Systems/ Processes, and promotions.

Telenor, SCMP, Outbound, Pepsi Project

• My major responsibilities are to manage the training life cycle including the Design, development, delivery and evaluation of functional and skills training across the business.
• Plan and monitor training requirements for various business areas ensuring requirements are in line with corporate and departmental targets.
• Design, develop, deliver and evaluate training for all functional role requirements and skills developments including new products/services / Systems/ Processes, and promotions.
• Ensure standard quality checks of training delivery and administration as per department’s policies
• Ensure all training requests fall under company training strategy, budget and plans.
• Assist in the administration of training programs.
• Lead cross-functional training
• Ensure consistent information and skill delivery in all training activities provided to employees
• Preparation of all training materials for trainees.
• Manage and maintain all training course contents and supporting materials on behalf of training department.
• Provide feedback to line managers on delegate performance during training through competency profiling.
• Work closely with line trainers supporting Call center manager in order to fulfill there need and requirements.

Telenor, SCMP, Outbound, Pepsi Project
Jan 2015 – Jun2105
Lahore, Pakistan
• Responsible for defining smooth processes for the Unit.
• Responsible for the planning of upcoming training's and making the training structure.
• Responsible for new hiring plan, assessment centers and training of new recruits.
• Coordinating with Prepaid, Retailer Support, SCMP, Outbound and Pepsi units in identifying common issues and their solutions.
• Looking after the training procedures followed in both process as well as verbal communication training.
• Making reports of the performance of each training batch and their eligibility to boost the quality.

Telenor Project
Jan 2014 – Jan 2015
Lahore, Pakistan

• Responsible for the team to achieve all targets/KPI’s set by the department.
• Ensure complete understanding of CRD processes, routines, policies & Code of Conduct and a strict adherence.
• Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution.
• Explain the team their objectives and contribute to manage team objectives through team work.
• Maintain high Motivation level & Moral of the Team by regular team meetings & Motivational Exercises.
• Ensure all queries/Complaints generated by the team are followed up and are resolved in the specific Turnaround time.
• Ensure High Competency & Skills Level of the staff.
• Organizing teams to deliver the right solution, at the right time, in the right way with the right quality, nurture Client relations and uncover opportunities for additional customer support.


Client Related:

• Participate Focus Group for improvement of customer Services (CFL Group)
• Execute successful Pilot run of different Process to improve customer Services.
• Communication & Follow-up with Client regarding customers related concerns.
• Ticket Generation of Client applications if degraded.