Looking after customer service, delivery operations and product development projects.

Exciting and challenging opportunity to promote Multi-National Food chains (Pizza hut and Burger King). Looking after Customer service and delivery services for all channels.
SELECTED CONTRIBUTIONS:
 Increased Suggestive selling up to 25% which helps increased in sales.
 Launched KPIs and team motivational plan which improves team bonding and achievements.
 Launched Live chat channel.
 Improved conversion ratio from 63% to 75% through process improvement.
Learning Continuous….

Exciting and challenging opportunity to promote travel industry in Asia. Looking after Customer service, Revenue Management (KEY Account Managers) and Collection teams(FinOPS).

***SELECTED CONTRIBUTIONS:

• As a team, we enhanced NPS by 45% through process improvement.
• Achieved highest completed bookings ever since inception in July’17 month.
• Achieved 96% collection percentage for the first time. (Excellent effort by FinOPS team).
• Achieved less than 2% OOP for Pakistan and less than 5% OOP for all Asian countries. (OOP = Out of Parity)
• Launched new payment methods in BD (Port Wallet)
• Achieved highest conversion ratio since inception in consecutive 2 months

Promoted to regional manager position to recruit, train and supervise 7 countries customer service departments. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient customer experience at all touchpoints.

***SELECTED CONTRIBUTIONS:

• Improved Efficiency through process improvements and training by 35%.
• Reduced CS operational cost up to 20% by sharing best practices.
• Introduced training programs that enhanced employee performance and helped build a motivated workforce.
• Designed quality control program and implement standards to coach employees toward high performance and success.
• Elevated customer satisfaction scores from 70% to 92% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
• Launched CS channels such as LIVE chat, xcally & Zendesk in all HUB countries.
• Generated daily/weekly reports to monitor department and improve customer service in each country.

Acknowledged the exciting and challenging position as customer service manager to recruit, train, supervise and develop new customer service department. Manage front-end operations to ensure friendly and efficient customer experience at all touch points.

***SELECTED CONTRIBUTIONS:

• Improved Efficiency through process improvements and training by more than 20%.
• Hired a team of 24 people to serve customers at all touch points.
• Designed quality control program and implement standards to coach employees toward high performance and success.
• Elevated customer satisfaction scores from 80% to 90% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
• I united and motivated a team of seven underperformers.

Promoted as Asst. manager to lead a quality assurance unit of 40 people. Ensure compliance on all touch points so that customers enjoy high levels of service and employees are motivated to deliver top performance.

***SELECTED CONTRIBUTIONS:

• Designed new quality evaluation program and implement new standards to coach employees toward high performance and success.
• Project Manager to improve Customer experience (FCR/CSI) in Telenor, achieved 75% FCR first time in history.
• Trained, coached and supervised customer service professionals to ensure optimum satisfaction of customers.
• Documented and maintained reports related to discussions and feedback provided by the customer and presented reports to appropriate department to enable a further improvement in products/services.
• Elevated quality scores from 85% to 94% within 3 years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
• Generated daily/weekly quality reports to ensure compliance and shared improvement areas to relevant teams with top concerns.

Managing Human Resources
Target Planning and Management
Team Development and Motivation
Pressure HandingStakeholder Management
KPI Maintenance
Conflict Resolution
Innovation and Effective Problem-Solving
Excellent Communications Skills
Project Management