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
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.