Ubair Naeem
Customer Experience Professional
Lahore
Summary
High Potential and Experienced Lead with demonstrated work history in Telecom, Customer/ Technical Support and Customer Experience. Have a keen eye for Customer's pain areas and a will to advocate Voice of Customer in organization. Skilled and certified in Process Improvement, NPS, CSAT, Customer Services, Project & People Management.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Customer Experience & B2B Operations Specialist
Jazz
Lahore
01.2019 - Current
- Enhancing quality of customer interactions, ensuring quality assurance, compliance, regulatory and technical obligations are met across all interactions and handling. This translates into a positive NPS and CSAT.
- Ensuring that all Customer Complaints landing at L1, L2 & L3 are properly handled within KPI thresholds while maintaining healthy Resolution Rate & Customer Satisfaction.
- Running continuous improvement cycles to ensure proactive fixtures to root causes with the help of Technical teams.
- Advocating as Voice of Customer, leading positive change and improvements across the customer experience journey.
- Ensuring customer's best interest is protected and fair treatment is given to internal and external stakeholders.
- Review and develop plans in optimizing use of all available tools and technologies to create cost-effective operation that consistently achieve its targets.
- Identify grey areas and take escalation from touch-points, to work closely with respective Head of Departments for immediate attention and closure.
- Responsible for team's developmental needs, including but not limited to coaching, direction setting and performance monitoring.
- Timely publication of daily, weekly, monthly, quarterly and annual Reports/Analysis/Evaluations.
- Lead and/or participate in operational improvement initiatives with Corporate Sales, Customer Support and technical departments within Jazz.
- Assists in design of work standards, systems, and other operational practice to aid business improvement aiming to deliver superior Customer Experience.
- Motivated and trained employees to maximize team productivity.
Quality Assurance Specialist
Jazz
Lahore
01.2017 - 12.2018
- Analyzed Data generated from QOS, Sales, Corporate Affairs and from individual customers.
- Took ownership of customers issues and follow problems through to resolution.
- Established & developed strong and long term relationships with senior management of corporate clients to ensure their retention and to obtain referrals and further business opportunities.
- Responsible to arrange technical survey for indoor solutions.
- Provided Personalized services to assigned corporate & priority Customers and ensured proper customer management.
- Ensured Performance targets and special projects assigned by management are achieved.
- Timely escalation and ownership until resolution of corporate and priority customers issues and providing them feedback where required.
- Forecasted Inventory requirements in order to ensure availability of all types of stock at all times.
- Gathered customer feed backs & judging patterns, trends, initiating specific actions for continuously improving customer experience.
Executive Engineer Projects
Warid Telecom
Lahore
11.2013 - 12.2016
- Managed projects through different vendors, Network Rollouts, testing, commissioning, integration, and installation.
- End to end project management from procurement to execution.
- Managed LTE, Commercial Roll out and Swap projects and deployed approx 500 sites.
- Managed site expansions and in house activities
- Managed site disposal project and Warehouse.
- Coordinated with commercial for better understanding of customers' demands.
Education
Bachelor of Science - Electronics Engineering
Comsats University of Science & Technology
03.2009 - 2013.08
Skills
Project Management
Certification
Business Process Improvement
Timeline
Business Process Improvement
04-2023
Branding and Customer Experience
01-2023
Leadership Foundations
02-2022
Power BI: Dashboard for Beginners
02-2022
Fundamentals of B2B Communications
03-2021
Customer Experience & B2B Operations Specialist
Jazz
01.2019 - Current
Quality Assurance Specialist
Jazz
01.2017 - 12.2018
Executive Engineer Projects
Warid Telecom
11.2013 - 12.2016
Bachelor of Science - Electronics Engineering
Comsats University of Science & Technology
03.2009 - 2013.08
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