Sheikh Shehzad Aftab
Corporate Operations, B2B Recoveries, Channel Management,B2B Pre & Post Sales Ops, SME Collections, Quality Assurance, Call Center & Customer Service
Karachi,GB
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
24
24
years of professional experience
1
1
year of post-secondary education
5
5
Certifications
Work History
Operations Manager
Zong CMPak Ltd
7 2021 - Current
- Work closely with Corporate Sellers for positive Corporate customer onboarding experience
- Deliver after sales Support to Sales as per agreed SLA
- Discount moderation for Corporate base to minimize revenue leakages & ensure positive invoice experience
- Manage Fixed product After Sales billing & Revenue
- Manage Regulatory documentation forte for Corporate Customers inline with PTA directives
- Lead a team of Non Sales Staff & bridge between Sellers
- Strive Operational Efficiency of 99%
- Responsible for Complaints per Million (CPM) target of 95%
- Manage a diversified Team & their budget
- Analyze Traffic and work with Support Team for Automations and improvement at Product & Process level
Regional Manager Collection & Support Services
Zong CMPak Ltd
05.2019 - 06.2021
- Set Recovery Targets for Corporate Sellers to ensure region’s Bad Debt target of 1.4%
- Execute different strategies and robust followup with Sales to ensure timely receivables from Corporate Customers
- Support & Coordinate with Channel Team for Contracts, discount life cycle management
- Analyze Collection reports and develop weekly, monthly & quarterly action plans
- Ensure positive onboarding Experience as per agreed SLA
- Enable and Support Sellers to develop Quality Sales Echo system
- Support to provide positive, Post Sales experience for Customer stickiness
- Collaborate with Product & Support Teams to improve Product & process experience to enable Sellers
Customer Experience Manager
OLX Pakistan
10.2017 - 05.2019
- Strive to deliver the best User experience in the E-commerce industry in Pakistan
- Identified and onboarded new Channel partner for Outsource Model
- Align and agree on Key Performance Metrics and regularly monitor performance
- Responsible for Managing Customer Experience Team Financial Budget & Channel partner billing management
- Manage relationship with Business Partner (Ibex) for smooth CS operations and effectively run specialized functions of Moderation, Content Quality, Complaint Management and Resurrect
- Lead team of Operation Manager, Quality Manager, Supervisors and Agents
- Facilitate team to achieve minimum 90% Customer Satisfaction across all channels
- Make effort to achieve ASA of 20 seconds and maintain Abandon ratio of 5%
- Ensure First Response time of 60 minutes on User complaints
- Achieve moderation Service Level of 3 minutes on daily basis
- Coordinate with Teams to plan and prep monthly Trainings
Customer Relations Manager
SAZ Enterprises
04.2017 - 09.2017
- Spearheaded Customer Experience function
- Actively performed Channel management activities: Coordinate on Monthly visit plan of Field staff to sell
- Tracking and reporting Field visits via Android application
- Sales performance management (Reporting and Tracking monthly deliverables)
- Point of Contact for POS approval for Dealers and Retailers
- Developed in House CRM tool to support departmental function
- Successfully recruited and trained Customer Relation Officers
- Developed CRM rule book and process flow for Team to manage queries and complaints.
Manager Credit & Collection
Jazz (Previously Mobilink)
10.2015 - 12.2016
- Lead team responsible for interacting with Postpaid Individual and SME segment Customers for Collection
- Manage Collection efforts via Team of Outsourced Vendors
- Evaluated new SME / Postpaid connections credit evaluations
- Develop incentive plan to motivate and drive performance
- Coordinate with different Teams like SME and Commercial Postpaid touchpoints like Service Centers and Franchises for Quality Sales in Region
- Collaborated to ensure that teams are fully trained to resolve customer queries and complaints
Manager Quality Assurance Standardization & Training
Jazz (Previously Mobilink)
06.2014 - 09.2015
- Spearheaded a team of Facilitators to help Front end teams to provide superior Customer experience as per defined Customer segmentation model
- Oversaw 500 plus staff Customer Experience monitoring, Feedback process, Performance escalations and online product / process testing
- Ensured timely and quality communication to Call Center and Support Teams
- Monthly Performance reporting of Contact Center and Support Teams
- Regularly shared Quality of Service reports to Management and teams
- Conducted random spot checks of process, product and people to improve service delivery standards and simplify Customer experience
- Tasked to visit Customer Touch points to identify Customer experience improvement opportunities
- Evaluated Social Media touch points
- Managed Knowledge Tool to be updated with latest processes and product information
- Liaison with Project Management and Operations Team for Customer issues
- Coordinated with Front Offices and Sales Channels for related matters
- Managed need-based Training for Contact Center and Back-end Teams.
Quality Assurance Manager CC
Jazz (Previously Mobilink)
12.2008 - 05.2014
- Responsible for ensuring timely updates to Contact Center and Support Teams
- Tasked to manage team in charge of Customer experience evaluations for 400 plus staff, coaching and online product / process testing
- Coach and Mentor QA Team to further improve evaluation methodology and feedback process
- Periodic performance reporting of Inbound, Outbound & Support Teams
- Regularly shared Quality of Service reports to Management and teams
- Served as a Facilitator for Managers and Assistant Managers in Customer Experience Monitoring
- Captured VoC (Voice of Customer) for feedback
- Coached to improve Team Leader and CCRs for better performance
- Conducted random spot checks to improve Customer Experience.
Floor Manager Call Center
Jazz (Previously Mobilink)
01.2007 - 11.2008
- Led a team of 250 plus CSRs on shift daily for smooth operations
- Coordinated with Teams to achieve assigned shift targets of ASA (Average speed of answer) and ACD (Automatic Call Distributor) service level
- Analyzed trends of call traffic and calling reasons for Call Center scheduling and escalation if required
- Participated and facilitated teams to ensure First Call Resolution
- Encouraged an environment of cordial relationship and create synergy amongst different teams
- Managed a team of 150 plus CSRs, 2 Assistant Managers and 10 Supervisors
- Acquired front line feedback and worked with CSRs to improve Customer experience
- Oversaw Teams scheduling to ensure fairness and meet operational requirement
- Strive towards improving Quality of reporting Teams
- Kept staff motivated
- Performed timely and quality recruitment for Call Center.
Assistant Floor Manager Call Center
Jazz (Previously Mobilink)
09.2004 - 12.2006
- Spearheaded a team of 150 plus CSRs on shift daily for smooth operations
- Coordinated with shift Teams to achieve assigned targets
- Strive for First Call Resolution
- In charge of Teams scheduling fairness and operational prudence
- Analyzed trends of call traffic for managing Call volumes and shift staff management
- Managed a team of 70 plus CSRs and 8 Supervisors
- Oversaw Teams scheduling to ensure fairness and meet operational requirement
- Responsible for assigned Teams Quality and productivity KPI’s
- Facilitated recruitment drive for Call Center.
Shift Supervisor Call Center
Jazz (Previously Mobilink)
05.2004 - 08.2004
- Managed on shift teams to achieve required ACD (Automatic Call Distributor) service level
- Mentored Team Leaders & Teams for exceptional Quality of service
- Led a team of 50 CSRs and 5 Supervisors.
Churn & Front Desk Representative
Jazz (Previously Mobilink)
12.2000 - 04.2004
- Represented Churn management team in South Region
- Coordinated with different Service Centers for Churn related issues
- Handled Premium Customers queries and complaints at front desk
- Performed outbound calls to customers to bring them back on board as per assigned target.
Accounts Executive
IAL Saatchi & Saatchi
04.2000 - 11.2000
- Part of Account management team looking after Proctor & Gamble and facilitated Brand team of Ariel and Pampers.
Education
MBA, Marketing -
Preston University
01.2003 - 04.2004
Skills
Team Management
Problem-Solving
Customer Relationship Management
Planning and Implementation
Financial Management
Workflow Optimization
Performance Management
Contract Management
Vendor Sourcing
Budgeting and forecasting
Goal Setting
Workforce Management
Cross-Functional Collaboration
Quality Assurance Controls
Operations Management
Websites
Certification
Become a Purpose-Driven Sales Professional
Languages
English (Full Professional)
Awards
- Star Service Team member
- Excellence Award
- Executive Trainer Recognition Award
- Five Years’ Service Excellence Award
- Employee of the month
- Certificate of Appreciation on Customer retention
- Special recognition on exemplary performance
Timeline
Regional Manager Collection & Support Services
Zong CMPak Ltd
05.2019 - 06.2021
Customer Experience Manager
OLX Pakistan
10.2017 - 05.2019
Customer Relations Manager
SAZ Enterprises
04.2017 - 09.2017
Manager Credit & Collection
Jazz (Previously Mobilink)
10.2015 - 12.2016
Manager Quality Assurance Standardization & Training
Jazz (Previously Mobilink)
06.2014 - 09.2015
Quality Assurance Manager CC
Jazz (Previously Mobilink)
12.2008 - 05.2014
Floor Manager Call Center
Jazz (Previously Mobilink)
01.2007 - 11.2008
Assistant Floor Manager Call Center
Jazz (Previously Mobilink)
09.2004 - 12.2006
Shift Supervisor Call Center
Jazz (Previously Mobilink)
05.2004 - 08.2004
MBA, Marketing -
Preston University
01.2003 - 04.2004
Churn & Front Desk Representative
Jazz (Previously Mobilink)
12.2000 - 04.2004
Accounts Executive
IAL Saatchi & Saatchi
04.2000 - 11.2000
Operations Manager
Zong CMPak Ltd
7 2021 - Current