• Primarily responsible for Customer Experience Program Planning, development and implementation.
• Implementation of Big Data Analytics on Voice of Customers – Customer profile and network events for insights
• Implementation of transnational COPC standards CSAT/DSAT, NPS , FCR and Recall. Working with Sales and Customer Care to implement transactional CSAT, NPS and Customer Effort Score at all channels (Contact Center, Web Chat, Self-Care)
• On Boarding Program for new customers – Analyzing the reasons of new customer calls and walk ins within the initial days of customer life cycle and working to automate actions to address these reasons proactively
• Development of centralized Customer Experience Index (Quantitative and Qualitative KPIs)
• To look after the nationwide prepaid channel from the customer experience point of view. Reduction of calls from contact center, improve the FCR and CSAT & COPC results and NPS score by managing Customer Experience over Telenor Contact Center
Root Cause Analysis on Customer Pain Areas by applying techniques like 5 why, fish bone etc. Customer Feedback Processing
• Initiate and Close action derived from insights
• Maintain Record of all actions and effect realization of same (initiated, Closed, rejected etc.), Converting Customer Feedback in actionable insights
• Identify quick fixes outside the touch point domain, assignment of tasks and keeping a follow up log of all quick fixes.
• Documenting Effect realization of closed initiatives/Loops.
• Engaging external stakeholders (Marketing, Technology, Financial Services, S&D etc.) for highlighting issues and have proper follow-up on its corrective Action Plan
• Engage Higher Management for creating visibility for customer pain areas
• Conduct weekly Forums with Stakeholders & Management
• Managing Stake Holders Expectation
• To develop and maintain a good working knowledge of all the company’s processes, products and services

I have Joined Customer Care Division as CCD Tech. Operations Executive on permanent basis in Channel Operations Dept. I am working there as a senior resource and leading for CCD’s more than 1000 employees for their all technology related matters and responsible for 99.9% up time of overall contact center along with in house and 3 OSPs (Abacus-Lahore, TRG-Karachi, Sybrid -Islamabad). Major responsibilities are as follows,

• Identifying and implementing systems and application changes to achieve required Service Levels
• Improving business support systems / applications to achieve defined goals and objectives
• Ensuring 100% accurate change identification, requirements gathering and testing for BSS New Releases
• Strong liaison with other departments to highlight and resolve all issues related to business applications and systems
• Responsible for all UATs & FUTs within deadline for each project, launch and system change
• Responsible for all Change Request Documentation and Tracking
• Developing and maintaining SLA’s between CS & IT in terms of systems and applications
• Developing and maintaining SLA’s between CS and other units within the company related to Access Profiling and Access Level Updates
• Coordinating with CFT for project related tasks and assignments; delivering within deadline as per project specifications and timelines
• System audits and reporting
• Creating / maintaining all applications access logins
• A strict adherence to company/divisional policies, plans and strategies to achieve company/divisional goal along with complete understanding of Code of Conduct
• Responsible for participating in all team meetings and team building/motivational exercises on daily/weekly/monthly basis
• Develop liaison with department managers, senior leadership and stakeholders
• Ensure visibility of operations, tasks, assignments and projects at all levels, as

I Joined Telenor as Enterprise support services Officer on permanent basis in IT department then after one year I have been moved in Contact Center IT Operations Team & currently I am working there as a senior resource. Major responsibilities are as follows,

 24/7 Handling voice & data solution comprising Avaya (Core Switches and backend CC Components & Telephony solution) and NICE Perform Recording solution. AVAYA hard phone & Soft Configuration.
 Looking after 345 (Telenor Pakistan) IVR & retailers help line (345545) operational Issues within a tight SLA. And responsible for 345 helpline database operations, Monitoring of database size and disk space in Production.
 VLANS management of Contact Center network in order to restrict/allow critical web applications access upon requirements of business.
 Responsible for Outbound Calling Solution & resolution of complaints within defined SLA.
 Active Directory Accounts Creation & E-Mail box creation of employees & other AD & exchange server tasks like Email group Creation/updating/deletion, on behalf of Rights etc.
 Operational Support to Thin clients Solution based on VM Ware & Sun Micro Systems Environment.
 Ensure smooth operation of BSS applications required for Call Center such as CRM (Siebel) Chriss XPress, Customer Account Maintenance, NICE call recording solution, Agent Desktop, AVAYA IP Phones, Call Center Reports.
 Contact Center Antivirus (Kaspersky) Administration.
 Provide technical support to users and ensure proper maintenance of workstations, printers, & peripherals. Respond to user service requests & expediently resolve trouble tickets to maximize system up time. Deploy new workstations & printers, installing operating systems, applications, drivers, configuring network properties & hardware.
 Contact Center Reporting (Outages + Incidents+Call Trends).
 Insourcing projects operational support (DiGi Voice + data) in this project voice calls of Bangali Queue of DiGi Tele