Fazeel Arshad
Chief Executive Officer
Brighouse
Summary
Top management role in the fast-paced environment, where managing, leading, and assuming responsibilities of all management activities and services, will ensure that the organization had broad-based, satisfied, and loyal customers and hence high revenue growth.
A high energy and results-driven management professional with more than 20 years' experience of customer-centric strategy and proven ability to lead and grow companies. Entrepreneurial mindset, skilled at fostering growth and development among executive and staff teams. Effective communicator and strategic advisor. With extensive experience as CEO and top management in Managing Company's Operations, Revenue Generation, Cost Management, Business Development, Customer Experience, NPS, BPO, Call center, Quality Assurance, Data Management, Sales, Account Management, Digital Marketing, E-Commerce, Construction, Real Estate, Architecture, Training and Outsourcing etc.. Excellent planning and organizational skills, efficient work habits. Proven interpersonal and motivational ability ensure a strong team approach and the attainment of maximum performance levels and productivity. Launched number of successful customer service and revenue generation initiatives resulting in improvement in customer loyalty (NPS scores) and business growth.
Overview
19
19
years of professional experience
5
5
Languages
Work History
CHIEF EXECUTIVE OFFICER
GreyBeard Corporate Solutions UK
2022.10 - Current
- Managing and leading the global offices and global markets for GreyBeard
- Managing overall Organization's operations, costs, revenues, overall departments, NPS and Customer Success
- Key focus on Business Development and sales for the organization
- Highly focused on customer experience and success with high NPS scores
- Generating new revenue streams for the organization
- Keep a high-level customer relationship management
- Projecting organization at multiple international forums
- Planning and organization of organization's 2-, 3- and 5-years road map plans
- Focusing on delivery and quality as per planned annual budgets
- Managing and communicate effectively with shareholders, employees, Government authorities, other stakeholders to ensure smooth operations of the organization according to the laws and regulations of relevant region
- Planning and organizing ROI
- Develop continues plans with the team to create motivation for employees and make organization 'BEST PLACE TO WORK'
- Ensuring data security and ISO standards are met
- Ensuring the organization and its mission, programs, products, and services are consistently presented in strong, positive image to relevant stakeholders
- Ensuring Company's standards and policies, including its environmental, safety and health policies.
CHIEF EXECUTIVE OFFICER
EMPIRE GROUP, BlackSand International Canada
2016.01 - 2022.09
- Managing Operations and cost
- Planning & organizing ROI
- Monitoring user experience and NPS for the overall customer base
- Responsible for increasing revenues by introducing new customer channels
- Exploring new business streams to increase sales and revenue
- Advocates / promotes organization and stakeholder change related to organization's mission
- Track and systematically eliminate shortcomings contributing to poor customer experience/Loss
- Support motivation of employees in organization products/programs and operations
- Looks to the future for change opportunities
- Oversees design, marketing, promotion, delivery and quality of programs, products and services
- Recommend yearly budget for Board approval and prudently manages organization's resources within those budget guidelines according to current laws and regulations
- Ensuring the organization and its mission, programs, products and services are consistently presented in strong, positive image to relevant stakeholders
- Delivery of sales, service level components, quality, and productivity targets & indicators
- To lead and oversee the implementation of the Company's long- and short-term plans
- Ensuring that expenditures of the Company are within the authorized annual budget
- Ensuring effective internal controls and management information systems are in place
- Ensuring that the Company has appropriate systems to enable it to conduct its activities both lawfully and ethically
- Managing and communicate effectively with shareholders, employees, Government authorities, other stakeholders, and the public
- Ensuring Company's standards and policies, including its environmental, safety and health policies.
Head of Business Operations and CS - Asia & Europe
Rocket Internet SE
2014.11 - 2016.01
- Heading Overall Operations and Customer Success for Asia and Europe region and leading following departments: Net Promoter System (CFL), Inbound call center, Outbound call center, Quality Assurance, Correspondence Unit, Complaint Management.
Head of Operations
Telenor Pakistan
2013.03 - 2014.10
- Responsible for AHT, Quality, Service level, Queue wait time, abandoned time, Occupancy, ASA etc
- For Prepaid helpline
- Responsible for managing of 11 Coaches/Team Leads and Head count of 200 plus Customer Relations Officers
- Responsible for managing a team, collecting feedback from the customer who called on call center and based on customer feedback handle customers issues and close the loops and convert them to promoters
- Responsible for creating promoters for the Telenor Pakistan who could recommend using Telenor Pakistan as best network
- Delivering differentiated & superior customer experience through helpline for Telenor Customers
- Supervision of coaching/counseling through ICS (Individual coaching sessions) and GCS (Group coaching sessions)
- Responsible for hiring/selection and attrition rate of call center
- Continuous employee engagement programs monitoring for the staff
- Responsible for meeting sales/revenue targets
- Designing of sales campaign to boost revenue
- Weekly/monthly/quarterly review of the performance/targets to the client
- Responsible for quarterly strategy of the CFL/contact center and way forward plans
- Monthly developmental plans execution for the team/center.
Management Associate, Operations
Telenor Pakistan
2012.10 - 2013.03
- Audit and quality assurance for call center
- Responsible for Customer Experience Campaigns designing/motivation on project
- Panning for bottom performers of the project and their development in meeting KPIs
- Monitoring occupancy of the project
- Monitoring hourly production of the project
- Responsible for MPR ceremonies for the project
- Risk assessment/Fraud prevention on project level
- Monitoring project attrition and executing plans to stop employee turnover
- Monitoring and controlling of maltreatment of office assets
- Maintenance of high HSSE standards in organization
- Training and development at officers level to enhance their skills
- Responsible for employee engagement at organization level
- Keeping a check on data security & confidentiality of client's critical information.
Operations Team Lead
Telenor Pakistan
2009.03 - 2012.10
- Proactively manage efficient team delivery and output within agreed service levels and business targets
- Effectively manage business processes within the team, such as time and attendance and ACT reporting, to ensure customer satisfaction and accurate flow of information to internal sources
- Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary
- Conduct return to work interviews after absenteeism
- Conduct call monitoring either by listening into recorded calls or live calls and subsequently undertakes coaching sessions with team members
- Regularly appraise and review staff in line with company methodology
- Ensure training and development plans are maintained for all team members
- Take direct control of team retention levels
- Use company methodology and own initiatives to ensure retention targets are achieved
- Provide motivation and management of the team members in order to maintain required levels of retention, attendance and operational excellence
- Provide clear and constructive feedback to both good and bad performers
- Disseminates information received from client contact point to the team members as soon as possible and ensure that the team members are fully briefed on information received.
Customer Relation Officer - Prepaid (Contact Center)
Telenor Pakistan
2006.12 - 2009.02
- Responsible for Contact Center caller to help them out in time
- Direct Customer Handling on Helpline
- In time solution of customer's quires and to make sure the completion of every action on Contact Center in time while forwarding their and complaints queries
- Providing First Call Resolution
- Meeting KPIs I.e
- AHT, sales, Quality, Staff time
- Providing assistance to new hires to get the better results while they are a part of Telenor Contact Center
- Heading customer care centers, guaranteeing customer delight.
Customer Services Internee
Mobilink GSM (Pvt) Ltd
2005.09 - 2006.11
- Providing assistance to the front desk customers
- Responsible for making and managing business center reports
- Daily customer satisfaction index
- Direct Customer Handling front desk
- Coordination in different projects
- Calls handling and report making.
Education
Masters' degree -
Lean six sigma yellow belt - undefined
Skills
Entrepreneurship
Leadership
Business
Communication
Decision Making
Business Operations
Strategy Implementation
Team Productivity
Workplace Organization
Budget Management
Government Relations
Public Policy
C-Level
Investment management
ROI
Revenue Generation
Team Leadership
Customer Success
NPS
Corporate Services
Strategic thinking
Interpersonal Skills
Contract Negotiation
Sales Strategy
KPIs Management
Contact Center
BPO
Ecommerce
Digital Marketing
Real Estate
Construction
Architecture
Quality Assurance
Growth Strategies
Executive Visibility
Pressure Handling
Stress Management
Change Management
Problem Solving
New Business Opportunities
Trade Shows
Accounts Management
MS Office
Personal Information
- Passport Number: ER 1916612
- Date of Birth: 08/21/85
- Nationality: Pakistani
- Marital Status: Married
Timeline
CHIEF EXECUTIVE OFFICER
GreyBeard Corporate Solutions UK
2022.10 - Current
CHIEF EXECUTIVE OFFICER
EMPIRE GROUP, BlackSand International Canada
2016.01 - 2022.09
Head of Business Operations and CS - Asia & Europe
Rocket Internet SE
2014.11 - 2016.01
Head of Operations
Telenor Pakistan
2013.03 - 2014.10
Management Associate, Operations
Telenor Pakistan
2012.10 - 2013.03
Operations Team Lead
Telenor Pakistan
2009.03 - 2012.10
Customer Relation Officer - Prepaid (Contact Center)
Telenor Pakistan
2006.12 - 2009.02
Customer Services Internee
Mobilink GSM (Pvt) Ltd
2005.09 - 2006.11