Hi, I’m
Waqas Noor
Clients Services , VAS Support & Engineering
Lahore
Summary
With 18 years of experience, I possess a strong skill set in client services, project management, operations, quality assurance, workforce management, and performance analysis. Proficient in developing PSM and KPIs, creating SOPs and manuals, and utilizing CRM systems. Expertise in reporting and analysis using Business Intelligence Modules like SAP, Hyperion, Siebel, and BnCC. A diverse background that enables effective contributions to any organization's success.
Overview
20
years of professional experience
4
years of post-secondary education
6
Certificates
Work History
Innovative Pvt Ltd
Vice President - Regional Services
10.2023 - Current
Job overview
- Client services management for all clients (25 Banks) all over Pakistan including software, hardware support required on ATM’s, Cash Sorting Machines, CCDM's & Recyclers)
- Operations & Performance Management (For - Field Engineering, ATM Hardware & Software (Diebold Nixdorf)
- Project Management (Of - ATM; s, Recyclers, CCDM's Cash Sorting Machines, Managed Services)
- Value Added Services Support (Applications Management Developed on C Sharp, Java Script, ASP.Net, DBMS
Microsoft SQL) - Configuration of new events & alerts on ATMs for auto calls / tickets
- Planning & execution of server’s installations (Application, Microsoft
- Windows Server & DB (SQL Server, Microsoft.net framework, SQL server management studio) for banks on PR & DR sites
- Management of Managed services team (Server Monitoring, ATM Monitoring & Administration)
- Team Management of 225 resources at different Tiers for 1100 devices deployed at 195 cities of Pakistan
- Performance control & KPI Management for all resources
- Data Analysis using advance MS Excel - Dashboards.
Innovative Pvt Ltd
General Manager-Regional Services
08.2020 - 10.2023
Job overview
- Client services management for 25 clients all over Pakistan
- Team Management for 200+ resources
- Assurance of providing state of art services for all installed devices (ATM's, CCDM's, Recyclers & Cash Sorting Machines)
- Project Management for all products
- Responsible for Operations, Field Engineering & Software Support Department
- Team management on Core Applications & Value Added Software for ATM's & CCDM's, including day to day troubleshooting & projects
- Assurance of 99% uptime to all clients with strategic inductions, initiatives to improve turn around time for all products at different cities of Pakistan.
- Planning & Execution of strategies for reduction in reactive complaints & improvement in preventive & predictive complaints for all products
Innovative Pvt Ltd
Sr. Regional Services Manager
08.2015 - 07.2020
Job overview
- Responsible for Central & South Region
- Team management for 80+ resources - Field Engineers of ATM, CCDM & Cash Sorting Machines
- Stakeholder for ATM, Industrial UPS and Data Centers Operations
- 24x7x365 responsibility of 0 downtime for assigned data centers
- Liaison with corporate clients in banking & power
- Relationship management for assigned clients
- Escalations follow up and control.
Innovative Pvt Ltd
Regional Services Manager- Central Operations & Field Engineering
08.2012 - 07.2015
Job overview
- Responsible for Central Region
- Team management for 40+ resources - Field Engineers of ATM, CCDM & Cash Sorting Machines
- Root cause analysis for repeated complaints
- Planning to resolve TAT busted complaints efficiently
- Assurance of compliance for the committed SLA with corporate clients
- Project management for new installations (banking, power, solar, G $D)
- Development of dashboards & analytical reports for NW operations
- Process development & implementation.
Innovative Pvt Ltd
Assistant Manager Services - Central Operations & Field Engineering
08.2011 - 07.2012
Job overview
- Assistant to Regional Manager on product management for Central Region
- Monitoring & evaluation of parts consumption & refurbishment
- Documentation Control
- Performance Evaluation & Improvement for regional operations team
- Rostering & Scheduling of Data Center & Central Operations Team
- Training & Coaching of team members for continual improvement.
PTCL
Assistant Manager Performance Control & QA
08.2010 - 08.2011
Job overview
- Centralized stakeholder for Reporting & Analysis Teams
- Centralized stakeholder for Quality Assurance Teams
- Maintenance of QMS & ISO Standards at PTCL Contact Centers
- Preparation of SOP's & Departmental Operational Manuals
- Preparation & Modification of unified KPI's for all CC's.
PTCL
Assistant Manager Operations
07.2009 - 08.2010
Job overview
- Preparation & Circulation of Performance Dashboards for all CC's
- Rostering and Forecasting using different techniques (e.g erlang c) for all CC's
- Occupancy, AHT, AWT reports circulation & compliance among all CC's
- Preparation and circulation of analytical reports (weekly, monthly, quarterly)
- Preparation and circulation of Service Level and Success Rate reports (weekly, monthly, quarterly).
PTCL
Team Lead Operations
01.2008 - 06.2009
Job overview
- To Ensure achievement of all KPI's for assigned team
- Broadband and Wireless Team Management (100+ Staff)
- Development of operations reports for all teams working in contact center
- Escalations to regions & exchanges
- Coaching of team members
- Maintenance of PSM for all team members
- Training of Team Members regarding product knowledge.
Warid Telecom
CSR - Customer Services Representative
08.2005 - 08.2007
Job overview
- Handling daily complaints of prepaid and postpaid consumers
- Meeting FCR
- Answering 250+ calls on a daily basis
- Quality control and self KPI's maintenance
- Assurance to achieve target by the end of shift/month
- Assistance in the amendments of Standard Operating Procedures(SOP's).
Crescent Group
TSR - Tele Sales Representative
01.2005 - 07.2005
Job overview
- Tele Sales of UK based campaign - Vodafone/Orange & T Mobile.
Education
University of Management and Technology
Bachelor of Science - BS from Computer Science
01.2001 - 04.2005
Skills
Team Building & Management
Certification
ISO 9001 Implementation, Documentation & Control (DOPM's & Internal Audit)
Languages
Urdu
English
Punjabi
Awards
- Manager of the Year 2014
- Manager of the Year 2015
- Employee of the year 2019
- Nominated for Manager of the year 2018
Accomplishments
CRM management at Innovative - Shifting from manual complaints system to OTRS & System Generate Tickets
Transparent KPI development for teams
Team Building , Operations & Engineering Team
100+ Projects Executions - Quick Time lines with Assurance of Project Life Cycle
Timeline
Building High Impact Leaders with EVICE by James Micheal Lafferty
02-2025
Vice President - Regional Services
Innovative Pvt Ltd
10.2023 - Current
General Manager-Regional Services
Innovative Pvt Ltd
08.2020 - 10.2023
Sr. Regional Services Manager
Innovative Pvt Ltd
08.2015 - 07.2020
Regional Services Manager- Central Operations & Field Engineering
Innovative Pvt Ltd
08.2012 - 07.2015
Assistant Manager Services - Central Operations & Field Engineering
Innovative Pvt Ltd
08.2011 - 07.2012
Assistant Manager Performance Control & QA
PTCL
08.2010 - 08.2011
Assistant Manager Operations
PTCL
07.2009 - 08.2010
Team Lead Operations
PTCL
01.2008 - 06.2009
CSR - Customer Services Representative
Warid Telecom
08.2005 - 08.2007
TSR - Tele Sales Representative
Crescent Group
01.2005 - 07.2005
University of Management and Technology
Bachelor of Science - BS from Computer Science
01.2001 - 04.2005
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