Muhammad Umar Syed

❖Accomplished a significant milestone by achieving an outstanding 95% Customer Satisfaction (CSAT) score, marking the first time in Careem's history that the highest CSAT score has been attained across the organization (MENA region)

❖ Championed initiatives to enhance the user journey, culminating in the successful implementation of nearly flawless services

❖ Quality Assurance practices involve a systematic approach to ensure that products or services meet quality standards and customer expectations. QA focuses on the processes that create the final product, aiming to prevent defects during service delivery. Here are key practices appealed by ISO9000

Process-Oriented Approach

• Focuses on improving and standardizing processes. By mapping the processes and scenarios, the risk of errors or defects is minimized Continuous Improvement

• Incremental improvements to processes, which ensures ongoing quality enhancement over time

Quality Audits

• Regular internal and external audits to ensure compliance with quality standards and help identify areas for improvement

Total Quality Management

• Focuses on long-term success through customer satisfaction Documentation and Standardization

• Defining and documenting processes, procedures, and standards ensures consistent performance. Having clear helps in maintaining quality across all stages

Risk Management

• Identifying, assessing, and mitigating risks in processes to prevent failures and ensure smooth operations

Product Testing

• Regular testing and inspection of processes and products at various stages to identify and rectify defects early

Employee Training and Involvement

• Ensuring that employees are trained and understand quality standards and procedures. Involving them in quality initiatives enhances overall compliance

On Job Assignments

• Ensure the integrity and consistency of the design and governance of the business process in collaboration with all functions

• Evaluate and redesign business processes based on input from all Careem domains with a focus on continuous improvement

• Collaborate with the business to ensure business readiness and transfer knowledge for any new process or system

• User journey mapping experience and identifying loopholes to Ensure the highest Quality & Services Standards

• Review and evaluate Customer experience and identify areas of improvement in efficiency (CSAT, DSAT) • Ensure training and development plans are maintained for all team members

• Designed and Developed the end-to-end talent review process inclusive of career framework through Sales Competency Assessment Centre for the Hiring of Sales Force Nationwide.

• Initiated Designed and Developed the New Hire Training Module for the Sales (Retail Team) as a pioneer for the local Real Estate property market of Pakistan

Following are the results driven by these assessments

Objective: Higher sales performance, reduced employee turnover, improved competency scores

Assessment dynamics

• A competency model for talent review

• Developed assessment tools (e.g., behavioral interviews, case studies, role play)

• Align the framework with key competencies, skills, and knowledge required for the role

Gauging outcomes through

• Compare pre- and post-process sales performance

• Use an LMS to track participation, engagement, and completion rates

• Use data analytics tools (e.g., Excel) to visualize and analyze results over time

Achievements through assessment center

• Increased sales and productivity

• Lowered employee turnover rates

• Optimal talent placement, ensuring the best fit for each role

• Increased employee engagement and job satisfaction

On Job Assignments

• Prepared New Sales Business Development Managers by conducting new hire training in the sales process and developing individual coaching plans.

• Design and develop an Exit Interview process to enhance employee experience.

• Implemented a Performance Improvement Plan.

• Conducted Advance Sales Training periodically to enhance the skillset of existing employees.

• Ensure effectiveness through Individual Development Plan for New Hire.

• Liaison with all stakeholders & Optimizing training processes for efficiency.

• Translate requirements into training that will groom employees for the next step of their career path.

• Ensuring strategic alignment of the training department with business goals

• Prevention of entice marketing.

• Product Training and Deployment.

• Dispute resolution among operators.

• Analysis reports (hourly, daily, weekly, monthly).

• Market visits for visibility.

• Revenue generation projects assessment and deployment

• Campaign design and Execution (End to End).

• Nationwide coordination to ensure Campaign execution.

• Product Training and Deployment

• Conducting existing staff training nationwide.

• Collaborate with management to identify company training needs.

• Schedule appropriate training sessions.

• Prepare hard copy training materials such as module summaries, videos, and presentations.

• Develop monitoring systems to ensure that all employees are performing job responsibilities according to training.

• Manage the learning experience consistent with company philosophy and company-wide strategy.

• Oversee and direct seminars, workshops, individual training session.

• Evaluate success of training implementation by assessing achievement of learning objectives and transfer of knowledge to continuously improve training solutions and identify future learning needs.

• Nationwide correspondence through every channel to keep support up to date.

• Strong follow up on KAMs to maintain corporate accounts in order to increase MNP database.

• Preparing proposals for continuous enhancement in Number Portability and to retain customers to cover huge area of Subscriber base.

• To coordinate with front end and back-end teams to make porting process smooth for the customers.

• To give regular input for modifications in SOP/processes and guidelines to bring more efficiency

• Visited and serviced existing accounts to assure continuous growth in product sales.

• Made cold calls and field visits to physicians as well as wholesalers.

• Significantly increasing accounts.

• Demonstrated fabricating techniques resulting in increased sales.

• Followed up by phone to provide outstanding customer service leading to repeat business and building clientele.

• Established highly effective relationships with potential clients.

• Created immediate rapport by establishing a commonality of interest.

• Probed for an overview of business operations to assess client needs

• MBA Project Management
• NCB&E Human Resource