- Coordinate internal resources and third parties/consumer heads for the flawless execution of projects.
- Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
- Develop a detailed project plan to track progress.
- Create and maintain comprehensive project documentation.
- Creating FRDs & BRDs for all proposed products or enhancement modules.
- Manage the relationship with the client and all stakeholders
- Schedule meeting via Gotomeeting and monitor activates and generate report.
- Support to in house employees to maintain their KPI.
- Workout, through Kanban & Sprint processes (as per decided ETC and ETD by business SMEs).
- Work with product owners to handle backlogs and new requests.
- Ensure deliverables are up to quality standards at the end of each sprint.
- Sharing relevant documentation and reports with project teams.
- Provide Checklist, Daily task report, Meeting videos, Related Documents, User manuals, User manuals, videos etc to developers and CEO on demands.
- Ensuring resources and equipment are always available
- Accomplishes work requirements by orienting, training, assigning, scheduling, and coaching employees.

- Responsible for Live chats over 20+ Educational Institutes/Universities globally.- Responsible for Live chats over 4500+ Automobile/Dealerships globally.- Supporting and managing KPI\'s & BPS for all assigned websites.- Turning mere website visitors into authentic organic leads (>60%) in order to boost the revenue for concerned sites.

Train 140+ customer service representatives (Careem Inbound Voice & Non- Voice). Foster an environment in which customers enjoy high levels of service and employees are coached and motivated to deliver top performance. Responsible for day-to-day team operation (huddle attendance, corrective action, Quality Assurance and team morale). Manage front-end operations and support departments to ensure friendly and efficient customer service of inbound calls and e-mails. Trained reps for FCR and how to provide a WOW customer service. Planned career progression for representative\'s growth. Shared ideas and implemented ways to increase productivity and increase customer satisfaction. Interviewed and participated in the hiring process of new reps.
Selected Contributions:
- Reduced customer’s Dissatisfaction scores by 15%, benchmarking a record-setting improvement in staff retention due to the success of employee-development, career planning and morale-building programs.
- Elevated customer satisfaction results from 69% to 75% within three months; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
- Served on special projects charged with turning around under-performing reps. Trained CSRs and struggling Teams, and contributed to significant improvements in customer satisfaction and retention.

Responsible for assisting Manager with oversight for a Team of 20+ reps (Careem Inbound Voice & Non- Voice). Assisted in directing 20 employees and managed customer Service calls, e-mail, attendance and employee records, and Team productivity. Maintained high standards in customer satisfaction and coached CSRs on procedure and system guidelines.
Selected Contributions:
- Introduced training programs that enhanced employee performance and helped build a motivated workforce.
- Trained employees on all system updates and new policies and procedures of department
- Best Team Award for performance goals in 2018

• Relocated to Shalimar Link road to open new site
• MANAGEMENT: In charge of new site employee recruiting for Convergent Outsourcing employees. Hired 32+
employees to meet call volume for Convergent Outsourcing Co. (Mashal Helpline)
• Hiring: Recruited, Interviewed, Completed background and Drug Testing for new hires.
• Staffing: Completed new hire orientation guidelines.
• Training: Trained new hires on customer service resolutions and First Call Resolution.
• Call Center: Completed interviews, hiring, terminations, payroll, performance improvement plans/corrective action,
and employee relations for Convergent Outsourcing.
• Coached and provided feedback and performance improvement plans as needed.
• Ensured all LRC employees were provided information about employee insurance options.

• Responsible for Inbound Call Center managing and maintaining daily (evening) and monthly AHT and Service Level
Goals.
• Supporting and managing direct reports of 65+ representatives.