Salah-UD Din Ahmed
Dept Head - Customer Services And Operations
Lahore
Summary
Customer Manager offering 15-years track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Having diversified industry experience with major stake in Telecom Sector in the field of Customer Support, Customer Experience & Customer Care, Quality Assurance, Training & Development, Compliance, E-commerce, Project Management and Backend Support.
Overview
19
19
years of professional experience
Work History
Client Care Department Head
RE/MAX Pakistan
Lahore
04.2023 - Current
- A Self-Starter position to build and run down the complete business operations of RE/MAX Global Brand in Pakistan managing 30 Franchise offices network in terms of Customer Support, Sales and Services virtually. Created the complete Roadmap for the Client Care Department becoming the pioneer member for Client Care services in the organization.
- Create the Departmental SOP's Policies and SLA. Setting up the Call Center Operations from Vendor sourcing to implementation and completing the work jobs. Completying all PSEB regulations and procedures mandatory for the Call Centre operations solely
- Created the Lead Management system for Local and International Channels. Inbound and Outbound Calls handling to Execution. Designing the CRM with technology team providing valuable input to ease on the Clients services operations virtually.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed trainings and development programs for Franchise offices on CRM Management, Client handling, Scripts, Listings, Prospecting and SOPs.
- Partnered with Franchise offices to deliver services that support company objectives and consistent with corporate values.
HOD - Customer Support and Services
International | IBEX
Lahore
09.2021 - 03.2023
- Managing administrative affairs and tasks of the Operations efficiently & to design Contact Center staff duty and capacity planning
- Supporting the definition and implementation of MIS projects within and across departments to improve services and information flow to management, employees and clients
- Major Responsibilities:
- Contribution to the Company vision of being the industry leader in customer support through quality, commitment, courtesy and teamwork
- Actively and consistently supporting all efforts to simplify and enhance the customer and employee experience
- Effectively leading a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills
- Monitoring individual and team performance to ensure performance and quality standards are met or exceeded
- Assisting team with escalated customer issues
- Ensuring departmental standards regarding customer experience are met by regularly monitoring chat communications and performance metrics to provide feedback or coaching
- Establishing and maintaining interdepartmental relationships to ensure alignment on all business initiatives
- Developing staff to be more effective in their roles by providing on-going coaching and on-the-job training
- Handling department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed
- Ensuring payroll system is properly accounted for and accurately updated for team
- Motivating and inspiring others to action utilizing effective leadership skills including problem solving, team development
- Collaborating with other departments (e.g., Training, Quality Assurance etc.) to direct compliance issues to appropriate existing channels for investigation and resolution
- Monitors, and as necessary, coordinates compliance activities of other departments to remain abreast of the status of all compliance activities and to identify trends
- Identifies potential areas of compliance vulnerability and risk; develops/implements corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future.
Operations Manager - Global IT Services
IBEX
Lahore
02.2018 - 09.2021
- Offered support and technical assistance to customers who were using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems
- Major Responsibilities:
- Performed as 1st line support for the users, carefully assessing the severity of the issues triaging and/or escalations to relative support departments according to set policies and procedures
- Accurately maintained the log and track of reported issues
- Managed enterprise wide minor and major outages, working efficiently driving the teams towards root cause analysis, management
- Dealt with desktop support issues i.e
- Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensured and applied essential updates & fixes
- Managed user’s accounts, user-permissions, ceasing user accounts and rights on corporate resources and group policies
- Performed troubleshooting minor issues on Windows and Mac OS
- Dealt with minor Microsoft Outlook issues and provided support to users with email configuration settings on the exchange
- VPN services provided and fixed all kind of VPN issues for remote users
- Provided onsite and remote help using VNC/Team Viewer utility.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
Assistant Manager – Customer Support Operations
IBEX
Lahore
10.2016 - 12.2017
- Worked as supervisor for Warid/ Jazz inbound campaigns and also take part in audit along with training & development of newly hired/ tenured staff
- Major Responsibilities:
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analysing data to assist management as they determine call center goals
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Customer Support Team Manager
Warid Telecom
05.2012 - 09.2016
- Worked in different departments of organization as per organization requirement i.e
- FCA, Prepaid, Postpaid, and Plat queue
- Major Responsibilities:
- Assist in the formulation of targets for individuals and teams
- Hire and on-board new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures etc
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
Team Leader - Customer Support
Abacus Consulting
Lahore, Punjab
05.2008 - 05.2012
- In Telenor campaign & got promoted as a Team Leader in
- I have served in different departments as per the requirement i.e
- FCA, Prepaid, Dealer Support, Magic Box Retailers and Easy Paisa
- Major Responsibilities:
- Create an inspiring team environment with an open communication culture
- Set clear team goals & delegate tasks and set deadlines
- Oversee day-to-day operation and motivate team members
- Monitor team performance and report on metrics
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments., The award of “Super HelpfulSupervisor” achieved in January, February and March 2022.
CSR
CSR | PTCL
07.2007 - 05.2008
- Worked as, PTCL and served on 1217 and 1218 helpline
- My responsibilities include;
- To provide accurate information to customer and ensure FCR
- To provide best possible solution to customer problems/ complaints
- To keep myself and my team update about new update and overall product
- To achieve the required targets set by the company for me and my team.
Accountant
Maqsood Faisal Printing press
01.2005 - 02.2006
- An accountant and I was responsible to maintain daily general, ledgers, balance sheet, internal audit, bank & client payments, maintain salaries & maintain daily attendance record.
Education
B. Com -
Punjab College of Commerce, : Board of Intermediate
Matriculation - undefined
Board of Intermediate
Skills
Operations Managementundefined
Accomplishments
· Certificate awarded for 4G LTE Data Champion.2009
· Employee of the month award achieved in March 2009.
· Special recognition award achieved in December 2012.
· Selected for “Best Customer Advocacy” award of the year 2015-2016.
· Team leader of the month award achieved in April 2012, December, 2015, March, April, May 2016.
· The award of “Outstanding Nationwide Excellence” achieved for the quarter (October – December 2021).
· The award of “Super HelpfulSupervisor” achieved in January, February and March 2022.
Timeline
Client Care Department Head
RE/MAX Pakistan
04.2023 - Current
HOD - Customer Support and Services
International | IBEX
09.2021 - 03.2023
Operations Manager - Global IT Services
IBEX
02.2018 - 09.2021
Assistant Manager – Customer Support Operations
IBEX
10.2016 - 12.2017
Customer Support Team Manager
Warid Telecom
05.2012 - 09.2016
Team Leader - Customer Support
Abacus Consulting
05.2008 - 05.2012
CSR
CSR | PTCL
07.2007 - 05.2008
Accountant
Maqsood Faisal Printing press
01.2005 - 02.2006
B. Com -
Punjab College of Commerce, : Board of Intermediate
Matriculation - undefined
Board of Intermediate
Affiliations
Experienced Operations Supervisor with a demonstrated history of working for over 15 years in BPO industry, specifically service delivery and quality assurance. Having diversified industry experience with major stake in Telecom Sector in the field of Customer Support, Customer Experience & Customer Care, Quality Assurance, Training & Development, Compliance, E-commerce, Project Management and Backend Support.
A team builder who leverages new technology and innovative solutions to improve customer experience.
An inventive problem solver and an effective communicator, I have managed to yield desired results from diverse teams including small yet highly effective ones to large teams of 350+ employees. Adept at forging long-lasting client and business partner relationships with international clients to mutually benefit all stakeholders. Assistant trainee at Habib Bank AG Zurich (Oct, 2002 to Dec, 2003).
8 weeks training under (Abacus Academia) (July, 2010 to August, 2010).
Collaborative Working conducted by Saadi Insha in November, 2012. (Warid Telecom)
People Management Excellence conducted KAF in June, 2013. (Warid Telecom)
4G Data Champions conducted by Warid in December, 2014. (Warid Telecom)
Leadership Excellence conducted by SCHUITEMA in February, 2015. (Warid Telecom)
Projects
Projects
Descriptions
4G LTE Trainings
Conducted 4G trainings for all CS stake holders.
Mobile Financial Services
Launching team for MFS and conducted UATs & Trainings for staff.
Behavior Improvement Training
Conducted behavior training sessions according to quality standards for all Warid call center staff Lahore and Karachi.
TABS-7
Take part in CRM (Tool) change activity for around 3 months which included extensive trainings, UAT and module development.
Call Center Outsourcing
Worked closely with the hire management in call center business shifting from Warid to IBEX. Deal with all kind of challenges, trainings, staffing etc.
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