Muhammad Salman

Worked on Business Partner's Experience by gauging Quality of Resolution, Incident rate & CSAT as core KPIs acting on key tasks as follows:

• Audited current SOPs to identify improvement opportunities.
• Reduced the incident rate on level 1 & level 2.
• Ensured & maintained the best quality of resolution.
• Ensure timely resolution of complaints and queries.

Worked as QA on the project of Careem Food & Ride Hailing. Ensured a healthy performance of a team of 100+ individuals as per the client's requirements. Performed key tasks as follows:

• Provided visibility of quality index.
• Worked on promoters and detractors to improve satisfaction.
• RCA on problematic areas.
• Presented WBRs on behalf of the QA department.
• Performed audits on Chat, Email, & Call channels.

• Worked as a CRO with 1 year of experience on different mediums.
• Worked on Email, Chat & Call channels.
• Efficiently performed key tasks with high QI & other KPIs.
• Worked on all client escalations and Social Media inquires.

Worked on US based project including Sales and Customer Services. Interacted with clients to ensure the delivery of the tasks.