ZAHER AHMED

Dedicated Customer Support professional with over 10 years of experience; established multiple customer support, sales, retention, renewals, collection and outbound campaigns for Telecom, Insurance, E-commerce and Tracker industries. Focused on developing and executing innovative solutions that contribute to the long-term success and scalability for the organization

Claims Feedback Campaign | 01/2021 - 08/2021, 

• Establish a claims feedback campaign with 2 agents for the insurance company to collect feedbacks from customers after settlement of their claims,
• Prepare Work procedures, dispositions, and dynamics of the feedback campaign to ensure agents perform their tasks smoothly,
• Set targets and KPIs for the agents, perform QA and audits and align daily, weekly and monthly reports

Postpaid Billing Campaign | 01/2015 - 06/2018

• Establish an outbound campaign to inform customers using postpaid mobile phone connections to inform them about their billing and convince them to make payments.,
• Hire, Build, Train and Manage team of 8 agents and 1 team lead for the campaign.
• Set their KPI's performance targets and align Work Procedures to perform the tasks smoothly,
• Implement dialing solutions (Auto Dial functionality), Leads Management solutions and set up process funnel for maximum conversion and follow ups with customers,
• Oversee QA and Audits in coordination with QA Team and do counseling and feedbacks to agents,
• Ensure to achieve campaign’s L2R and B2P targets on a monthly basis and on-time billing to the client.

Renewal Operations | 07/2018 - 09/2021

• Establish Renewal operations for an insurance company having a renewal portfolio of PKR 45 Million every month with a team of 12 agents and 2 team leads,
• Develop and implement team KPI's, performance targets, renewal incentive structure for the team members,
• Prepare renewal work procedures, Dispositions, and align tasks for the team to ensure smooth operations,
• Develop strategies and keep close coordination with clients on operational matters, pricing, customers' concerns to achieve the daily targets
• Develop QA & Audit team to perform QA for each renewal case and ensure all possible efforts are made by the agents,
• Ensure to achieve B2P and L2R assigned targets for the campaign

Customer Support Operations - E-commerce Stores Projects, 01/2022 - till date: 

• Establish customer support operations of UK based online E-commerce stores offering vaping products to their customers.,
• Prepare complaint handling SOP's, Order processing, Exceptions handling, Handling Delivery matters, Claims SOPs, Refund/Discount and Replacement procedures,
• Hire, train and manage a team of 3 agents and 1 team lead to ensure smooth customer support operations,
• Responding to customers' queries and complaints on Live Chat, E-mail, Reviews, Social Media, and GMB platform,
• Take initiatives to take positive reviews from customers and sort out any complaint or chargeback raised by customers,
• Prepare monthly, weekly, and daily reportings and statistics on customer support,
• Highlight issues faced by customers and take steps to resolve them proactively.

Customer Support Operations - Number Plate Services Project, 02/2024 till date. 

• Establish customer support operations for a newly launched website offering Number plate services in the United Kingdom
• Prepare customer support procedure, step by step tasks to verify, process, and collect required documents from customers once a customer placed an order on the website
• Ensure processing of the customers' orders within the due time and coordinate with the client for smooth completion of the orders
• Respond to customers' queries on WhatsApp, E-mail, live chat, and Google My Business messages and reviews.
• Align daily, weekly, and monthly performance reports for clients