Beena Masud, PMP®
Lahore, Punjab,PB
Summary
Accomplished Project Management Professional (PMP) with extensive experience in customer service management, automation, and process optimization. Adept at leading cross-functional teams, implementing innovative solutions, and enhancing customer satisfaction. Proficient in project management, complaint resolution, and digital transformation, with a strong focus on achieving organizational excellence.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Expert Project Management – Products & Platforms
Jazz
05.2022 - Current
- Designed end-to-end systems processes for complete B2B customer lifecycle management
- Performed UATs of newly launched products and services to ensure efficiency
- Enhanced existing business processes to reduce costs and improve productivity
- Supported analysis and design of new system processes, focusing on digital transformation
- Identified process exceptions, deviations, and opportunities for improvement
- Conducted data analysis to discover process optimization opportunities
- Ensured SLA adherence among cross-functional teams for all B2B processes
- Developed training materials for NWD Biz Teams to enhance product and system knowledge
- Authored business requirements, change requests, and RFPs for system improvements
Automation Expert
Jazz
08.2017 - 05.2022
- Designed and managed GSM, DFS, and IVR platforms to enhance customer experience
- Developed technical flows using Visio for vendor understanding and technical evaluation
- Improved IVR self-service capabilities to align with customer convenience and marketing trends
- Conducted end-to-end UAT for IVR use cases and automation processes
- Coordinated with technical teams, departments, and vendors for project delivery
- Enhanced efficiency and reduced manual work through automation solutions
- Acted as main POC for CX-Data Analytics and CX-DevOps Teams for ad-hoc development, operations, and reporting requests
- Coordinated stakeholder requirements for business requirement documents (BRDs) and project pipeline management
- Assigned tasks to teams based on expertise and secured approvals from IT and management
- Ensured timely execution of projects while maintaining cross-functional alignment
Team Lead, Investigation & Resolution
Jazz
06.2016 - 07.2017
- Managed escalated complaints, addressing process gaps and recommending improvements
- Delivered a 15% improvement in complaint resolution efficiency by optimizing processes
- Monitored performance KPIs and ensured alignment with organizational goals
BSS Stack Project
Jazz
09.2016 - 01.2017
- Collaborated with the Order & Support stream to improve UI/UX interfaces
- Identified current processes for inclusion in the BSS stack and proposed enhancements
- Worked closely with vendors to address stakeholder requirements and ensure timely development
Team Lead, Contact Center Inbound Operations
Jazz
02.2006 - 06.2016
- Trained and developed team members, improving customer satisfaction and productivity
- Encouraged teamwork, provided feedback, and assigned responsibilities to groom individuals
- Ensured high-quality service and controlled productivity metrics for the team
POC, Contact Center
Jazz
06.2015 - 07.2015
- Managed SLAs and AHT to ensure operational efficiency
- Prepared deflection reports for management and facilitated shift operations
- Ensured staff readiness and punctuality for seamless operations
NPS Project Coordinator
Jazz
- Volunteered team to gauge customer experience during the NPS pilot run
- Ensured zero pending workload and prepared daily NPS feedback reports for management
- Collaborated with departments to resolve inner-loop issues and enhance customer satisfaction
Customer Care Representative – Contact Center
Jazz
07.2004 - 02.2006
- Delivered exceptional customer service by resolving issues within company policies
- Coordinated with departments to ensure timely resolution of customer complaints
- Won 'Team of the Month' award for achieving the best ABU scores
Education
MA - Mass Communication
University of the Punjab
01.2004
MA - English Literature
Forman Christian College
01.2002
Skills
- Project Management
- IVR Automation and Expertise
- Customer Service Management
- Complaint Handling & Resolution
- Process Optimization
- Customer Retention and Loyalty
- Automation and Digital Transformation
- Team Building and Leadership
- Back-End Supervision
- Front-End Supervision
- UAT Testing and Business Analysis
- Customer Satisfaction Enhancement
- Upselling Techniques
- Analytical and Problem-Solving Skills
- Proficient in MS Office Suite
- Expert in Visio for technical flow design
- Skilled in automation platforms and tools
- Strong analytical and problem-solving capabilities
Certification
- Project Management Professional (PMP)
- Google Project Management
- PMP Training (IBA)
- Lean Six Sigma Training (Yellow Belt)
- People Managers Toolkit
- Leadership Excellence
- Culture of Excellence
- Unleash the Leader Within
- Developing Culture of Excellence at Jazz
- Leap into the Leadership Ladder
- Managing for Results
- Results Through Leadership
- Team Building
- Time Management and Team Building Workshops
Accomplishments
· BSD IVR Automation: Migrated all Jazz IVRs to Ericsson platforms with self-service enablement.
· API Migration: Supported DBSS launch by migrating APIs for all IVRs.
· USIM Conversion Project: Launched IVR-based self-service for SIM conversions.
· Banking IVR Launch: Designed the first IVR platform offering financial transaction services.
· Fraud Complaint Registration: Implemented fraud reporting processes on DFS IVRs.
· Merchant IVR Launch: Developed IVR services tailored for merchant-specific needs.
VAS IVR Routing: Introduced routing to multiple VAS IVRs via GSM platforms.
Selected Contributions
- Won 'Team of the Month' awards for exceptional ABU scores.
- Recognized with a 'Surprise Award' for maintaining NPS data and identifying areas of improvement.
- Trained newly hired CSRs, leading to significant improvements in customer satisfaction and experience.
Timeline
Expert Project Management – Products & Platforms
Jazz
05.2022 - Current
Automation Expert
Jazz
08.2017 - 05.2022
BSS Stack Project
Jazz
09.2016 - 01.2017
Team Lead, Investigation & Resolution
Jazz
06.2016 - 07.2017
POC, Contact Center
Jazz
06.2015 - 07.2015
Team Lead, Contact Center Inbound Operations
Jazz
02.2006 - 06.2016
Customer Care Representative – Contact Center
Jazz
07.2004 - 02.2006
MA - English Literature
Forman Christian College
NPS Project Coordinator
Jazz
MA - Mass Communication
University of the Punjab
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