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Summary
Faheem Shahzad is a Certified PMP & Process Improvement Expert (SSGB) working in the Software & Telecom Industry since 2005, possessing diverse experience of QMS Implementation, Requirements Analysis, Business Process Improvement using Six Sigma Methodology, Software Quality Engineering and Quality Audits.
His specialties include Process Definition, Process Improvement, and Project Management. He is also TL9000 Qualified Auditor, In-house Trainer & Facilitator for Project Management & Six Sigma Trainings. He has to his credit, the successful QMS Deployment & Audit Management in Telenor Pakistan during 2008-2011.
Prior to this, he has worked in the Software Industry for 3 years, having worked in various roles of Business Analysis, Technical Writing, Software Testing, and Software Quality Assurance.
Projects
Experience
Executive Manager Contact Center Operations
• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Liaison among stakeholders including but not limited to Business Units, Sourcing, Finance, Financial Control, Legal, OSP Executives, and Backend Operations Teams (internal & outsourced) to ensure smooth Operations.
• Act as a bridge between Business Units & Outsourced Partners / Vendors for day to day operations, capacity planning and change management.
• Evaluate Contact Centre performance against pre-defined KPIs.
• Liaison with Business Units for Verification & Approvals of Billing & Invoicing of Outsourced Partners.
• Coordinate with Sourcing and Finance Units for smooth processing of Purchase Requests, Purchase Order Issuance and Payments Clearance to Outsourced Partners.
• Management Reporting of Call Center Operations on regular basis or on demand.
Team Lead Financial Services Operations
1- Responsible for Leading a Team of 17, to provide day-to-day Operational Support to Easypaisa Unit.
2- Optimization of Support team in terms of their Productivity, SLA Adherence & Service Quality.
3- Responsible for establishing E2E PB Channel & explore various Customer Touch Points.
4- Responsible for understanding & executing the strategic ambitions behind PB Channel to meet the business objectives.
5- Stakeholder Management (Business Partners, Tameer Bank, Technology, Vendors, Outsourced Partners) & SLA Adherence.
Systems & Processes Specialist (Financial Services)
Conduct UATs, Review Business Requirement Documents
Requirements Analysis, Business Process Management
Business Process Implementation & Enforcement
Business Process Improvement / Re-engineering
Network OSS Specialist
• Conduct Functional Specification Workshops with Vendors and Customers
• Monitor Hardware & Software Installation
• Monitor Software Customizations according to Functional Specifications
• Acceptance Testing, System Stability Issuance and Handover to Operations
• Driving and Managing Network Moderanization Project with necessary Support & Lead from Stakeholders
• Vendor Management & Interactions for Issues Resolution
• Document Processes & Policies, Generate Project Reports & Escalate Issues to relevant touch points
Business Process Improvement Specialist
• Six Sigma Program Management.
• Plan & Execute Internal Quality Audits (TL9000 QMS)
• System Administration, Maintaining routine system back-ups
• Plan, Manage and Execute Quality Management System Scope Expansion Projects within the Organization
Quality Assurance Engineer
• Worked on APIs, Mobile Content.
• Tested mobile applications & Games through mobile handsets from a variety of handset models.
• Executed the test plans by performing load testing, stress testing and a variety of other software testing techniques (manual & automated testing).
Quality Assurance Engineer
Worked on ISO 9001:2000 Standard, Performed business requirements analysis at Civil Services Academy (LHR). Executed various information gathering techniques as per System Analysis phase of SDLC. Developed the QA Plan and test cases for various modules of the application under test.
System Engineer
Technical Writing, Business Analysis of Shaikh Zayed Medical Complex Lahore. Designed the Graphical User Interfaces and later, worked on Process Improvements through Business Process Re-engineering. Worked towards achievement of CMMI Level 2.
