WORK EXPERIENCE
Customer Experience Lead
Salaam Takaful Limited
04/ 2022 - Present,
Tasks
• Improve the Customer experience and increase operational
effectiveness by evaluating the processes and policies.
• Provides root cause analysis, insight to issues and recommends
process/system/policy improvements
• Ensures appropriate feedback is provided to business unit customer
operations with specific coaching and agent training opportunities.
• Help define the scope of programs and create supporting business
cases, including metrics for success.
• Partner with key stakeholders to ensure all initiatives being delivered
to the floor are measurable (from a productivity and usability
perspective).
• Identify coaching and development needs within the Consumer
Contact Center businesses through performance analysis and regular
consultation with business managers.
• Drive continuous improvement practices across the organization by
working with key internal stakeholders.
• Call monitor and score agents within Contact Center software.
• Report out on monthly/quarterly analytics including trend analysis.
• Lead calibration sessions with cross-functional Managers monthly.

Senior Service Quality Analyst
K-Electric Karachi
06/2017 - 12/2021,
Tasks
• Monitoring and Evaluation of 700 calls per month based on standards
of K-Electric.
• Helping to develop a customer service policy for Customer Service
Department.
• Maintain YTD performance.
• Conducting fortnightly Coaching and Counseling with CSRs.
SKILLS
PROJECTS
Customer Satisfaction Survey of
Corporate Clients (2022)
Make customer satisfaction survey of corporate
clients to the availing policies and continuing
feedback to improve quality services.
Support KE Vendor (Sybrid & Ufone)
(2020 -2021)
Training of 118 Customer Care representatives on
vendor location
Senior Citizen & Differently abled
Customer Services (2020)
Evaluate & verify billing queries and complaints
executed by the billing support team on 118
contact centers.
SRC (118 Safety Response Cell) (2019)
Evaluations & role play for a better understanding
of the process.

Bilal Shah
Service Quality & Excellence | Customer Experience
Self-motivated customer service representative with 8+ years of experience to providing quality care for ultimate
customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients.
Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent communication
and analytical skills that allow for prompt and accurate identification and resolution of customer needs and concerns.
Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
Aiming to contribute knowledge and skills to a tech company to enable career progression.

Patience
Verbal and written communication
Interpersonal skills Empathy
[email protected] 0346-2804585 House No. A31 Phase I Ghazi Town Malir Karachi linkedin.com/in/bilal-shah-6845b6159/

Dependability

Time management Creativity
Adaptability Prioritization
Consistency CRM software
Negotiation Report generation
Strategic thinking Problem-solving

• Highlight gap analysis of quality and analyzes monthly trending
reports of key quality indicator to ensure continuous and formulate
strategies towards quality improvement.
• Monthly Reports pertaining to Floor Performance.
• Share Monthly analysis with QA Manager.
• Share Case Studies with Operations and CRU.