Umer Iqbal
Customer Experience Management
Rizwan Block, Awan Town, Lahore, Punjab
Summary
Accomplished Customer Experience Manager at Telenor Microfinance Bank, adept in Customer Relationship Management and fostering Teamwork and Collaboration. Spearheaded initiatives that significantly enhanced customer satisfaction and team performance. Proven track record in leveraging Data Analytics for strategic improvements, with a history of developing impactful training programs at Abacus Consulting BPO Division.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Customer Experience Manager
Telenor Microfinance Bank
05.2021 - Current
- Streamlined internal processes for more efficient issue resolution, reducing overall call volume while maintaining high-quality service levels.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Reduced response time to customer inquiries by optimizing support channels.
Team Leader
Abacus Consulting BPO Division
10.2020 - 04.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Quality Assurance Supervisor
Abacus Consulting BPO Division
08.2017 - 09.2020
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Monitored testing processes, test development and user acceptance testing.
- Conducted risk assessments for proposed changes in processes or materials to evaluate potential impact on product quality and ensure smooth implementation.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Analyzed data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
Education
Bachelor of Science - Mathematics And Computer Science
GC University Faisalabad
Faisalabad, Punjab, Pakistan 04.2001 -
Skills
Customer Relationship Management
Customer Journey Mapping
Voice of Customer Analysis
Client Relationship Management
Data Analytics
Teamwork and Collaboration
Microsoft Office
Training programs
Adaptability and Flexibility
Certification
Emotional Intelligence
Timeline
Emotional Intelligence
05-2023
Customer Experience Manager
Telenor Microfinance Bank
05.2021 - Current
Team Leader
Abacus Consulting BPO Division
10.2020 - 04.2021
Quality Assurance Supervisor
Abacus Consulting BPO Division
08.2017 - 09.2020
Bachelor of Science - Mathematics And Computer Science
GC University Faisalabad
04.2001 -