Microsoft Office
Syed Muqeel Jaffery
Head Of Operations - CX, Sales & Business Development
Lahore, Punjab,PB
Summary
Operations leader with a robust background in management, process optimization, and team leadership. Recognized for strategic planning, process optimization, and effective resource management. Demonstrates a strong emphasis on team collaboration, adaptability, and delivering measurable results. Proficient in leading cross-functional teams and implementing strategic plans to meet organizational objectives. Known for flexibility and reliability in dynamic environments, showcasing exceptional problem-solving skills and a commitment to achieving outcomes.
Overview
10
10
years of professional experience
2020
2020
years of post-secondary education
2
2
Languages
3
3
Certificates
Work History
Head of Operations - Sales & Business Development
Mammoth-AI
Lahore, Punjab
01.2025 - Current
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Managed vendor relationships, negotiating contracts for maximum value and efficiency.
- Ensured compliance with industry regulations and company policies, mitigating potential risks.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Optimized customer service protocols, elevating customer satisfaction and loyalty through personalized service initiatives.
Operations Manager
Ibex
Lahore, Punjab
07.2024 - 12.2024
- As a leader in this exciting new role, was responsible for the successful launch of a groundbreaking project for a prestigious Ibex client, a world-leading e-commerce retailer. My team was committed to delivering exceptional customer experience to UK customers.
- Strategic Leadership: Overseeing day-to-day operations, setting strategic goals, and driving operational excellence. My focus was in building and motivating a high-performing team to deliver exceptional customer experiences.
- I drove operational excellence by streamlining processes, optimizing resources, and implementing innovative solutions.
- I was deeply committed to customer satisfaction, ensuring prompt issue resolution and cultivating positive interactions.
- By closely monitoring performance and collaborating with key stakeholders, I assured we consistently exceed client expectations and drove continuous improvement.
Assistant Operations Manager
Ibex
Lahore, Punjab
07.2022 - 06.2024
- Spearheaded the launch of one of our international clients named Walmart at LHE PK.
- I had built & managed a team of over 500 employees (Chat Support & Voice) and exceeded performance targets in all areas of responsibility, including customer satisfaction, employee engagement, and revenue growth for one of our international clients.
- Developed and implemented training programs to enhance employee knowledge, skills, and capabilities, resulting in increased productivity and improved overall performance.
- Conducted regular performance reviews and feedback sessions with team members to identify areas for improvement and provide coaching and support to help them achieve their goals.
- Utilized data-driven insights to optimize team performance, including implementing process improvements, adjusting staffing levels, and leveraging technology solutions.
- Established strong relationships with internal and external stakeholders to ensure effective collaboration and alignment of goals and objectives.
- Develop action plans, provide expertise in response to client needs, and support and advise project teams.
Lead Supervisor
Ibex
07.2021 - 06.2022
- Supervise, coordinate, assign and review the work of employees engaged in the following duties: providing information and ensuring that we provide 5 star customer service.
- Establish work schedules and procedures.
- Coordinate activities with other work units or departments.
- Resolve work-related problems and prepare and submit progress and other reports.
- Identify training needs and train workers in job duties and company policies.
- Coordinate activities with other units and departments.
Sales Supervisor
Ibex
09.2015 - 06.2021
- Supervise, coordinate, assign and review the work of clerks engaged in the following duties: providing information and customer service; and serving customers.
- Establish work schedules and procedures.
- Resolve work-related problems and prepare and submit progress and other reports.
- Supervise, coordinate, assign, and review the work of agents engaged in answering calls & providing support, collecting and compiling statistics, providing information and customer service, and writing correspondence including emails or Chat.
- Identify training needs and train workers in job duties and company policies.
Education
Bachelor of Arts -
University of The Punjab
LahoreSkills
Customer Experience
Team Management
Operations Management
Customer Relationship Management (CRM)
Vendor Management
Contact Centers
People Management
Team Leadership
Management
Business Process Outsourcing (BPO)
Leadership
Communication
Customer Service
Business Development
Strategy
Project Management
Timeline
Head of Operations - Sales & Business Development
Mammoth-AI
01.2025 - Current
Operations Manager
Ibex
07.2024 - 12.2024
Time Management & Work Prioritization
03-2023
Assistant Operations Manager
Ibex
07.2022 - 06.2024
Recruitment 101
06-2022
Managers Starter Kit
03-2022
Lead Supervisor
Ibex
07.2021 - 06.2022
Sales Supervisor
Ibex
09.2015 - 06.2021
Bachelor of Arts -
University of The Punjab
Software
JIRA
CRM
Languages
English
Full Professional
Urdu
Native or Bilingual
Punjabi
Native or Bilingual
Certification
Recruitment 101