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Summary
Repeatedly produced sustained results and growth in dynamic and fast growing MNCs including Standard Chartered, Qubee Dawlance Pakistan. Proven achievements in Operations including Contact Center Management, Quality Assurance, Customer Orientation, Collections, Churn Management, Field Support, Logistics, Ware House management systems and Team Building. 6 years of experience in setup managing large-scale contact centers. Established skill in detecting critical customer service deficiencies and developing preventive strategies and solutions for high-end and corporate customer. In-depth knowledge of the specialized tools, devices, and procedures used to successfully manage a large number of customers from a contact center or customer service center. Achieved to minimize churn, raised collections within 30 days by restructuring churn and collection teams. Launched and executed Point of Sale awareness program. Setup and trained fully functional customer care in Karachi, Islamabad and Lahore including Customer Care Stores and Back end teams. Designed WiMax Technical Support reporting mechanics and developed CRM infrastructure, which made escalations easier and rapid. Integrated processes of industrial construction, by establishing fully equipped billing department and introduced itemized billing using latest DBMS.
A career-long history of consistently increasing productivity and reducing costs.
Specialties Customer Service, Customer Lifecycle Management, Customer Relationship Management, Operations Management, Sales Service Centers, Performance Quality Standards, Customer Satisfaction Allegiance, Business Process Re-Engineering, Leadership Development, Strategic Planning, Major Turn arounds, Budget Development Management, Operational Cost Optimization, Team Development-Promotion, Outsourced Vendor Management, Business Analytic and Business Plans
Experience
Assistant Manager Operations
AM Customer Services & Satisfaction
Operations Supervisor
Key Account Manager
