Muhammad Muzammil
Lahore
Overview
9
9
years of professional experience
Work History
Operations Manager
Grace Developers
09.2023 - Current
- Supervised a team of agents for the Inbound and Outbound Campaign, ensuring they met performance targets and delivered exceptional service – (Team Management)
- Provided real-time support for floor operations, addressing queries and issues promptly – (Operations Support)
- Introduce timely reminders – effective communication that helped to increase Sales and Recovery Percentage from 35% to 60%, throughout the one-year tenure – (Achievement of Performance Targets)
- Analyzed customer feedback and FCR reports to devise strategies, resulting in the retention of churned customers – (Customer Retention)
Senior Support Lead
Marham.pk
04.2021 - 08.2023
- Directed and managed workgroups, ensuring efficient and coordinated activities within the teams – (Leadership and Team Management)
- Developed and executed strategic plans, provided comprehensive training to team members, and set clear goals, resulting in improvement on team performance, including a reduction in abandonment rates from 5% to 1.7% - (Strategic Planning and Training)
- Effectively communicated organizational goals and vision to inspire and motivate teams, driving success and achieving objectives – (Network Building)
- Introduce timely reminders – effective communication that helped to increase physical appointment conversion rates from 18% to 43%, throughout the one-year tenure – (Achievement of Performance Targets)
WFM Executive (Careem, Haier, Telenor & Easypaisa)
Abacus Consulting
07.2018 - 04.2021
- Strategically managed workforce deployment using scheduling and forecasting methods – (Workforce Management)
- Capacity Planning: Oversaw capacity planning for diverse projects, each with approximately 1000 resources – (Capacity Planning)
- Informed the operations team about current service levels and statistics, actively assisting in achieving Service Level Agreements (SLAs) through real-time adjustments and adherence tracking – (Service Level Achievement)
- Produced comprehensive daily, weekly, monthly statistical reports for various projects, providing valuable insights to clients – (Statistical Reporting)
Shift Lead (Jazz Pakistan)
Mindbridge Pvt Ltd
10.2015 - 03.2018
- Supervised a team of agents for the Jazz Campaign, ensuring they met performance targets and delivered exceptional service – (Team Management)
- Provided real-time support for floor operations, addressing queries and issues promptly – (Operations Support)
- And resolved customer concerns effectively – (Issue Resolution)
- Analyzed customer feedback and FCR reports to devise strategies, resulting in the retention of churned customers – (Customer Retention)
- Assisted the client in reaching their targets through proactive coaching and team collaboration – (Target Achievement)
Education
BS - Computer Science
University of South Asia
03-2017
Skills
- Microsoft Excel
- PowerPoint
- Word
- Google sheets
- Zoho
- Zendesk
- Siebel
- Genesys
- Avaya
- Wati
- Linkus
- CSP
- NICE
- When2Work
- Magic Screen
- Tableau
- Metabase
- ICBs
- Smart Agent
- Vega Portal
- SQL
Hobbies and Interests
- Cricket
- Football
- Movies
- YouTube Learning
- Reading
Timeline
Operations Manager
Grace Developers
09.2023 - Current
Senior Support Lead
Marham.pk
04.2021 - 08.2023
WFM Executive (Careem, Haier, Telenor & Easypaisa)
Abacus Consulting
07.2018 - 04.2021
Shift Lead (Jazz Pakistan)
Mindbridge Pvt Ltd
10.2015 - 03.2018
BS - Computer Science
University of South Asia
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