Six Sigma certified professional Offering a proven
track record within high-volume
environments that include;
E-Commerce
Outsourcing / Vendor management
Mobile Banking / Branchless Banking
Contact Center (Inbound / Outbound / Non Voice)
Medical Transcription/Quality Assurance
Leading Quality Assurance & WFM Unit
Developed Quality Assurance Unit to ensure Quality Services being provided in Contact Center
Leading C-SAT to improve Helpline Quality Services
Managing SLAs
Generating management dashboards and reporting
Managed Key Accounts (E-Commerce).
Ensured smooth delivery of Products end to end
Lead Process Improvement and Complaint Management.
Managing Financial Services Customer service and corporate support operations
Cross-sell a variety of banking products including Bill Payment, Money Transfer, ATM, Insurance, savings and promote products and services of Mobile Financial Services
Responsible for achieving high customer satisfaction through high quality services & ensuring unit meets / exceeds Service Level, FCR, CSI & Quality Scores
Managing Telenor Pakistan's Outsourced Contact Center; a team of 500+ agents serving customers through different touch points (Voice, SMS, IVR, Email & Web chat )
Engage OSP teams to improve performance & Share /implement best practices
Establish strong communication channels with OSPs management team for effective communication of expectations and performance management
Liaising with CCD Management, Support and In-house Units to ensure uniformity of customer experience and policies
Leading the team of Quality Officers to gauge Customer Experience, check compliance and providing support to improve FCR & CSI
across all Customer Care
Providing fact based VOC analysis / Reports & presentation to management
Run Process improvement initiatives based on feedback received from agents
Oversee VOC gathering process (e.g. data extraction, notification of frontline employees, etc.) & identification of inner and outer
circle
Standardizing quality procedures and ensure implementation across all the Centers
Handling Customers on Call
Complaint Management
Cross selling Different Services and Products on Call