Summary
Overview
Work History
Education
Skills
Timeline
Software
Websites
Languages
Certification
Generic
Syed Muqeel Jaffery

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
Lahore

Skills

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

Microsoft Office

JIRA

CRM

Languages

English
Full Professional
Urdu
Native or Bilingual
Punjabi
Native or Bilingual

Certification

Recruitment 101

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Syed Muqeel JafferyHead Of Operations - CX, Sales & Business Development