Qaisar Murtaza
Lahore
Summary
Performance-Driven & Pragmatic professional with 15+ years of experience in leadership roles. Adept at implementing strategic business plans, driving growth and improving operations. Skilled in financial management and stakeholder relations. Passionate about applying excellent organization and communication skills to manage and lead large teams.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Vice President
Antlere
7 2021 - Current
- As the leader of a digital customer experience solution Platform (SaaS), my role is aimed at: Developing and refining strategic vision, ensuring alignment with the ever-evolving landscape of digital customer experience trends and technologies
- Spearheading client engagement initiatives, understanding their unique challenges and objectives
- Through insightful consultation, identifying opportunities to enhance their digital customer experience strategies
- Design tailored solutions that address the specific needs of each client by harnessing innovative technologies and best practices to create compelling digital experiences across all touchpoints and systems
- Ensure seamless integration of cutting-edge technologies into our solutions, ensuring optimal performance and usability
- From CRM platforms to AI-driven chatbots, Dynamic IVRs, Self-servicing, and robotic process automation, leveraging the latest tools to elevate the digital customer experience
- Harnessing the power of data analytics to drive actionable insights by analyzing customer behavior and feedback, I identify opportunities for optimization and refinement using tools like Mystery shopping, QAE, CSS, RSS, CES, PRS, PIR, FCR, Product research, BCG matrix studies
- Implementation of robust performance monitoring systems to track the effectiveness of our solutions in real time
- By closely monitoring key performance indicators, I ensure that our solutions consistently deliver tangible results for our clients
- Driving client success by delivering transformative digital customer experiences that enhance customer satisfaction, loyalty, and retention.
Vice President
Abacus Consulting
07.2021 - Current
- Leading Business Process Outsourcing (BPO) with 35+ Global and local clients across 4 continents
- Delivering unparalleled value to our clients i.e
- CAREEM, JAZZ, Rocket Money, Ownwell, GoodBill, EasyPaisa, Hyundai, Gameloft, Haier, British American Tobacco, Habib Bank, Bank Alfalah, Meezan Bank, Allied Bank, United Bank, Muslim Commercial Bank, City of Bell California, Five Tech UK, Sapphire, SadaPay, etc
- Forging strategic alliances with clients by positioning Abacus as their trusted advisor and collaborator
- Understanding their business objectives, challenges, and industry dynamics, crafting bespoke BPO solutions that seamlessly integrate with their strategies, and propelling sustainable growth
- Administering every aspect, from implementing stringent quality control mechanisms to streamlining processes for optimal efficiency and continuous improvement
- Attract, nurture, and empower top-tier talent, equipping them with the requisite skills and expertise to excel in their roles
- By fostering a culture of learning, growth, and accountability
- Ensure seamless integration of cutting-edge technologies and platforms into our operations, harnessing automation, AI, and analytics to drive efficiency, accuracy, and agility
- Ensure risk management and compliance by implementing robust protocols and controls to mitigate risks, safeguard data integrity, and ensure adherence to all relevant regulations
- Drive a culture of innovation and excellence by encouraging experimentation, feedback, and knowledge-sharing
- Foster an environment of perpetual improvement
- Management of the Profit and Loss (P&L) account, ensuring the sustainable achievement of both bottom-line and top-line targets annually
- This involves strategic financial planning to optimize revenue streams and minimize costs through rigorous cost control measures while driving initiatives for revenue growth through client expansion and service diversification.
Assistant Vice President - Outsourcing
Abacus Consulting
07.2018 - 11.2021
- Managing Business Process Outsourcing - Customer Services Operations for our clients
- Head of operations for Abacus E-commerce Platform GROCON.pk
- Manage P&L
- Design service lines that can have a strategic value to clients in assigned industries
- Provide direction to leaders in each industry on how to capitalize on immediate opportunities in each industry and how to strategically position Abacus to capitalize on opportunities in medium to long term
- Provide culture of innovation to the organization that would help sustain us for long term by consistently providing creative and innovative solutions to our customers
- Bring strategically valuable resources to the organization to foster diversity, creativity and growth
- Help build a self-learning, self-developing organization while providing formal, institutionalized learning platform to employees
- Design strategic marketing and sales initiatives to meet top-line and bottom-line targets year on year.
Senior Manager - Customer service Operations
Abacus Consulting
07.2014 - 06.2018
- Managing all Customer service interactions including all Inbound/Outbound, Back-end and Social Media Outsourced to Abacus Consulting by 35+ clients including Telenor Pakistan, CAREEM, PTC, Adamjee, Sappahire, PEL, PEPSI, LWMC, etc
- Manages Daily operations of contact centre with more than 1000+ CRO's/ Supervisors/Assistant managers/managers
- Review and analyze revenues/profitability of day to day operations and overall customer experience efforts to ensure the business sense is enacted
- Customer centricity & Loyalty building strategies to improve experience building in a way that customer becomes true promoter
- Transformed operations & improved loyalty scores (NPS) by 50% within 6 months
- Oversee strategy and technology implementation to achieve continuous improvement in the efficiency and accuracy of service delivery center
- Focus on developing thought leadership and Career growth plans and develop future leadership.
Manager Quality Assurance, Fraud Control & Training
Abacus Consulting
06.2013 - 06.2014
- Implement Quality Assurance in all Abacus Consulting projects through coaching, monitoring, Evaluating and continuous feedback
- Streamlining front-end/Back-end quality processes and cross-check of policy implementation across the board (offices and contact center and backend operations) and building a continuous model to upgrade policies to ensure maximum customer centricity and delight
- Monitoring and advising on how the quality management system is performing and publishing data/reports regarding division's performance
- Coordination with managers and staff throughout the organization to ensure that the QA & training system is functioning properly and further advise on changes and their implementation and provides training, tools, and techniques to enable others to achieve quality / monitoring back end processes like complaint management center and systems n processes ensuring time-effective resolution of customer complaints
- Develop TNA on the basis of quality Assurance checks every month and design trainings
- Coordinate with client(s), in-order to close the gaps in-between the expectations and services
- Ensure Product and development Trainings for all Projects of AC for new hires as well as current staff on a regular basis
- Conducting monthly trainings for different aspects of Customer Service Skills (AHT improvement, Call handling skills, etc)
- Control and prevent any fraudulent activities in all projects.
Project Manager Customer Service
Abacus Consulting
06.2009 - 05.2013
- Managed Abacus Consulting's Prime accounts for Various clients i.e
- Telenor, Careem, Adam jee, Inbox, Social Media handling, etc
- World Call, Punjab Health Commission, Hardees, Pakistan Tobacco Company, World Bank, Tameer Bank Financial Services, Govt Helpline, etc
- Manage all activities including planning, development, implementation, and execution of the project
- Close coordination with the client to ensure that the client expectations & SLAs are met
- Develop and implement career growth plan for the operations staff
- Oversee strategy and technology implementation to achieve continuous improvement in the efficiency and accuracy of the services
- Driving sales strategies for Mobile account usage, insurance plan sales, pre to post GSM conversions, Post-paid retention and churn management
- Ensure 100% delivery of targets and meet desired outcomes of OB campaigns, generated millions of rupees' revenue via OB channels
- Manage outbound standards/scripts, design sales campaigns for motivation and creating an environment for increasing sales
- Control and prevent any fraudulent activities in all projects & Ensure that all sales done are according to SOP and no fake sale is done to any customer
- Helping client in designing custom products fitting client needs.
Floor Supervisor
Transcript Communications
02.2008 - 05.2009
TSR
Superior Communications
12.2007 - 02.2008
Education
MBA - Human Resource Management/ Marketing
Superior University Lahore
01.2007 - 04.2009
BSc - Double Math Physics
Bahaudin Zakariya University
01.2003 - 04.2005
Skills
Team Leadership
Timeline
Vice President
Abacus Consulting
07.2021 - Current
Assistant Vice President - Outsourcing
Abacus Consulting
07.2018 - 11.2021
Senior Manager - Customer service Operations
Abacus Consulting
07.2014 - 06.2018
Manager Quality Assurance, Fraud Control & Training
Abacus Consulting
06.2013 - 06.2014
Project Manager Customer Service
Abacus Consulting
06.2009 - 05.2013
Floor Supervisor
Transcript Communications
02.2008 - 05.2009
TSR
Superior Communications
12.2007 - 02.2008
MBA - Human Resource Management/ Marketing
Superior University Lahore
01.2007 - 04.2009
BSc - Double Math Physics
Bahaudin Zakariya University
01.2003 - 04.2005
Vice President
Antlere
7 2021 - Current
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