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خلاصہ
Result oriented Operations / Customer Experience Professional with over 9+ years of experience in Strategy Planning & Execution, Customer Experience, Contact Center Operations in/outsourcing.
My experience includes management consultant, business planning / development and Customer Services.
1. Experienced in managing large scale projects, planning and execution
2. Direct interaction and effective coordination with external Customers and implementation of customers driven projects enhancing experience at both physical & virtual touch points
3. Strong commercial awareness & business insight leading to ensure project outcomes are aligned with business objectives
4. Experienced in leading and managing cross-functional project teams
5. Proficient in preparing structured reports for top management with detailed analysis
6. Team Manager who effectively meets goals through strong interpersonal communication and analytical abilities
I have worked with multiple Organization Like TRG (The Resource Group) Daewoo Pakistan, Live Admins and Finja Pvt ltd in contact center Operations, Workforce management along with the quality assurance department as well and got an opportunity to work with multiple international and domestic clients, some of which are, Nestle, CERP, LG electronics, Zong, Punjab IT Board, Mobilink, LWMC and Careem Pakistan.
I love my work and constantly try to do better. I constantly push to bring about positive changes and to improve all processes. I get the opportunity to understand what the leadership of the organization is looking for and I try to actively transform those ideas into actionable items.
I have Bachelors degree in Commerce, from the University of the Punjab.
تجربہ
GM Operations
Head Of Customer Services & Legal Affairs
Being a Department head, I am engaged in day to day operational task of Company and other entities as well. Managing a team of highly professional individuals who are directly reporting to me. Also, involved in all legal affairs of the company and owners
Head of Customer Services and Call Center Operations
I am Leading Customer services/Call Center teams of Finca and Finja and giving back office support to market place and loan recovery team. I am also involved in Payroll Plus team managing sales, operations and development team as well. Actively involved in the SOP\'s making and implementation along with the data analysis and presentation. I am also involved in the strategic marketing with the collaboration of Sales team.
Lead Supervisor Operations
Being a Lead Supervisor Operations, I am Leading a team of 14 individuals (Supervisor and Team Leads) for Careem Operations involved in monitoring and analyzing the new hire team, direct coordination with client, Managed, coached, motivated and provided performance feedback to subordinates. Resolved escalated customer contacts. Insured quality assurance monitoring, coaching and quality assurance goals are achieved for all team members. Assisted in set-up and implementation of any and all call center operations.
Lead Sales Consultant
As a lead Sales consultant, my job responsibility was to manage a sales team all over the Punjab region.
Operation Supervisor
Being Operation Supervisor in TRG i was involved in managing different international and domestic clients including Zong,Mobilink,Punjab IT Board ,LWMC,LG and Sehat online pharmacy's Customer service operations
