Hussain Buksh Shahzad
Islamabad
Summary
Dynamic leader with proven ability to enhance organizational performance through effective team building and customer service strategies. Demonstrated success in quickly adapting to new roles and implementing impactful changes that drive company growth. Expertise in training, monitoring, and morale-boosting techniques to elevate employee engagement and productivity.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Manager, Priority Services
PTCL Group (e&)
Islamabad, Pakistan
10.2022 - Current
- Facilitated collaboration among internal departments for timely project execution within budget constraints.
- Implemented strategies that enhanced operational efficiency, reduced costs, and increased productivity.
- Built relationships with PTCL group customers through personalized services and consistent follow-up.
- Monitored daily team calls and customer visits to strengthen engagement and retention.
- Collaborated on group projects, demonstrating strong communication and organizational skills.
- Evaluated customer satisfaction levels using surveys and thorough analysis of results.
- Ensured achievement of KPIs by all team members to meet regional targets.
- Developed innovative solutions through creativity and resourcefulness.
Zonal Manager, Priority Services
PTCL Group (e&)
Islamabad, Pakistan
11.2021 - 09.2022
- Facilitated top-priority service for PTCL group customers at doorstep as required.
- Approved policies supporting company initiatives and enhancing overall performance.
- Analyzed sales metrics and performance reports to drive zone improvement.
- Developed performance reports and presented findings to upper management.
- Evaluated employee performance, providing constructive feedback to enhance skills.
- Defined clear targets and objectives, communicating them effectively to team members.
- Maintained positive customer relations by addressing issues promptly and implementing corrective actions.
- Ensured achievement of all service KPIs throughout the month.
Zonal Manager, Corporate & Priority Services
Ufone (e&)
Lahore, Pakistan
10.2017 - 11.2021
- Delivered services to corporate and priority customers based on demand.
- Retained corporate accounts while onboarding new clients to drive revenue growth.
- Achieved monthly sales target of 1,200 corporate voice connections and 0.6 million rupees.
- Realized 10% revenue increase monthly from existing corporate customers.
- Ensured business retention by aligning services with customer needs.
- Conducted performance evaluations to identify areas for employee improvement.
- Resolved customer complaints efficiently by coordinating with relevant departments.
- Maintained high customer satisfaction through proactive engagement strategies.
Zonal Manager, Corporate & Priority Services
Ufone (e&)
Faisalabad, Pakistan
02.2015 - 10.2017
- Achieved monthly sales target of 1,200 corporate voice connections and 0.6 million rupees.
- Realized 10% revenue growth from existing corporate customers through tailored service alignment.
- Retained corporate accounts while onboarding new clients to drive revenue expansion.
- Maintained high customer satisfaction by implementing proactive engagement strategies.
- Monitored employee progress, providing management with insights on training requirements.
- Conducted performance evaluations to identify areas for employee improvement.
- Delivered services to corporate and priority customers based on demand for enhanced support.
Assistant Manager, Priority Services
Ufone (e&)
Islamabad, Pakistan
01.2010 - 02.2015
- Ensured exceptional service for priority customer portfolio through dedicated support.
- Collaborated with management to develop strategic plans for achieving business objectives.
- Facilitated timely assistance for Ufone customers at preferred locations.
- Mentored team members, emphasizing skill enhancement and workplace accountability.
- Consistently met all service KPIs each month without exception.
- Conducted regular visits to priority customers to strengthen loyalty and engagement.
- Managed customer service inquiries and complaints efficiently and effectively.
- Organized training sessions for new hires to acclimate them to workplace environment.
Assistant Manager, Customer Operations
Ufone (e&)
Islamabad, Pakistan
07.2007 - 01.2010
- Ensured adherence to company policies and procedures across all regional customer service centers.
- Facilitated team training on products while overseeing overall operations.
- Maintained quality standards of services at all service centers.
- Motivated team members to fulfill job responsibilities effectively.
- Returned customers visiting service centers with resolved issues and satisfaction.
- Organized training sessions for new hires to acclimate them to the workplace environment.
- Managed customer service inquiries and complaints, ensuring timely resolution.
- Provided guidance and support to junior staff on daily tasks and objectives.
Assistant Manager Franchise Support
Ufone (e&)
Islamabad, Pakistan
10.2006 - 06.2007
- Facilitated training and development initiatives for customer service teams across franchise locations.
- Supervised daily operations, including shift scheduling and task assignments.
- Streamlined operational activities to enhance efficiency at all franchise sites.
- Ensured compliance with company policies and procedures throughout all locations.
- Maintained up-to-date knowledge of company products and services to inform staff.
- Resolved operational challenges, improving service delivery and performance outcomes.
- Collaborated effectively in team settings, providing support and guidance to colleagues.
- Demonstrated exceptional verbal and written communication skills in all interactions.
In-Charge Franchise Support
Ufone (e&)
Islamabad, Pakistan
03.2005 - 09.2006
- Facilitated training and development initiatives for customer service teams across franchise locations.
- Streamlined daily operations, including shift scheduling and task assignments.
- Ensured compliance with company policies and procedures at all locations.
- Maintained comprehensive knowledge of company products to inform staff effectively.
- Resolved operational challenges, enhancing service delivery and performance outcomes.
- Collaborated with team members, providing support and guidance as needed.
- Demonstrated exceptional verbal and written communication skills in all interactions.
Executive Customer Care
Ufone (e&)
Islamabad, Pakistan
03.2002 - 09.2005
- Facilitated customer service for walk-in clients at service center according to company policies.
- Configured handsets manually for GPRS and MMS services to ensure functionality.
- Managed communication setups on laptops utilizing mobile handsets as modems.
- Prepared staff work schedules and assigned specific duties to team members.
- Engaged customers using strong verbal skills to assess needs and requirements effectively.
- Cultivated lasting client relationships through effective issue resolution and communication skills.
Education
MBA - Human Resources
Preston University
Islamabad07.2004
BBA - Marketing
Hamdard University
Karachi07.2002
Skills
- Strategic planning
- Customer relationship management
- Employee training
- Sales strategy
- Data analysis
- Conflict resolution
- Troubleshooting and problem resolution
- Analytical skills
- Performance evaluation
- Results-oriented mindset
- Leadership skills
- Decision-making and problem solving
- Mentoring and coaching
Certification
- Self-mastery training workshop 'Spirit of a Soul (SOS)'
- Creating moments of magic
- Groom yourself for success
- Building successful teams
- Interpersonal skills for building Managers
- Customer Services Training by Sunil Gupta
- Train the Trainer
- PMP (Project Management Professional) Certificate (35 contact hours)
Accomplishments
- One of the few resources when mobile data services were launched in Pakistan was able to enable data and use it as a modem on laptops
- Being the first resource in the history of Ufone to launch customer services at the franchise network in the northern region of the country
Languages
English
Intermediate (B1)
B1
Urdu
Upper Intermediate (B2)
B2
Punjabi
Elementary (A2)
A2
Hindi
Intermediate (B1)
B1
Timeline
Senior Manager, Priority Services
PTCL Group (e&)
10.2022 - Current
Zonal Manager, Priority Services
PTCL Group (e&)
11.2021 - 09.2022
Zonal Manager, Corporate & Priority Services
Ufone (e&)
10.2017 - 11.2021
Zonal Manager, Corporate & Priority Services
Ufone (e&)
02.2015 - 10.2017
Assistant Manager, Priority Services
Ufone (e&)
01.2010 - 02.2015
Assistant Manager, Customer Operations
Ufone (e&)
07.2007 - 01.2010
Assistant Manager Franchise Support
Ufone (e&)
10.2006 - 06.2007
In-Charge Franchise Support
Ufone (e&)
03.2005 - 09.2006
Executive Customer Care
Ufone (e&)
03.2002 - 09.2005
MBA - Human Resources
Preston University
BBA - Marketing
Hamdard University