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خلاصہ
A Dedicated individual with 12 years of extensive experience in following domains
· E-Commerce Operations Management
· Contact Center Operations – BPO
· Quality Assurance
· Workforce Management
· Digital Payment Solutions
· Sales Margin Improvement
· Tele-Sales
· Inventory Management
· Business analyst
· Project Management
Professional Experience
Abacus Consulting - Project Manager — E-Commerce /Digital Marketing /Sales/Quality Manager – Telenor Postpaid Operations)
C-SAT/D-SAT, FCR, CX, Customer Success Model, KPIs Designing, Revenue Maximization, Client Satisfaction (2017 July –2018)
Being head of Project it’s my responsibility that I deliver exceptional in 3 domains, Client, Firm and People, Client’s defined targets of certain KPIs remain met all the time, For example for Client’s targets are C-SAT/D-SAT, Average Handled Time, First Call Resolution, Process re-engineering, Customer Efforts Score, Customer Journey mapping, Creating key performance indicators, Controlling Frauds and Firm related things related to Employee Satisfaction Index and Revenue maximization, HSSE Standard implementation, Managing Client’s expectations and giving out of the box solutions, Remodeling of Operations People KPI in order to utilize them maximum and People domain having Maximum Product and Process related knowledge at least 90% Quiz test, Developing self-learning environment, Talent Management, Reward and recognition, Developing capacity enhancement models for CROs, Coaches and Head coaches,
Abacus Consulting — Assistant Manager Out Bound Operations)
Heading to one domain of Easy Paisa Mobile Accounts, My Unit’s responsibility is that we remain ahead in the market profits as compared to other telecommunication companies, We Suggest and execute Campaigns for the Consumers and ensuring their lives become easy by using our product, Currently there are almost 15 Campaign under my domain where we are ensuring that customer remain strict with this easy-paisa product and keep utilizing his/her mobile accounts,
• Easy Paisa Mobile Accounts Campaigns under my domain
o Utility Bills Payments
o Money Transfer to easy paisa account
o Money Transfer to a CNIC (Over The Counter)
o Schedule payments
o Cash Deposit
o Cash Withdrawal
تجربہ
Call center Manager
PhonePartsUSA.com B2B/B2C – E-Commerce & Business Operations Manager (2019 Jan – Present)
E-Commerce Operations Management, Online Inventory Management, Customer Services Management, Chinese Vendor Management, Business Analyst, Churn Management, CRM Management, Paypal Accounts / Ebay accounts Management
Being Operations Manager of a well reputed company (in USA - Lavages) it’s my responsibility that we always meet inventory levels and smartly in stock right quantity and quality of products and assuring that every stock which we stock-in remain rotating through sale, managing complete customer experience and monitoring sales trends of customers and observing customer practical and emotional needs and managing Customer complaints management, Paypal/ebay account Management. Strong coordination with developers to manage complete CRM and leading them by giving them task by using Project Management tools like ZOHO, Front end development tasks and backend development tasks
Assistant Manager Operations @ Telenor Project
Customer Service Management Associate, 2012 to present
Promoted to Management Associate position, train and supervise d 100 officers + customer service representative, Acting Team Leads & Team Leads, Head to Project Individually, Developed Processes to Ensure Excellent performance,
Won “Management Associate of the Year” Produced Excellent numbers during the course of Management Associate layer reduced staff turnover by 15% in 2012, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
Worked on 15 KPI(s), Majors Customer retention, Employee retention, Employee Engagement, HSSE Standards, Revenue Maximization, Client Satisfaction, Fraud Prevention, Cost Reduction Plans, Information Security Compliance & Assurance, Quality Improvement Plans to ensure Stability in Quality, First Call Resolution & Customer Satisfaction Index Improvement
Served on special taskforce charged with turning around under-performing Teams. Trained CROs and Team leads in five struggling parts Quality, Sales, Forced VAS, Attrition & AHT, and contributed to significant improvements in Client & Higher Management’s satisfaction.
Dealt with Post Paid Customer (Highly Profile Customers) were pitched Sales, Convinced & retain them
Abacus Consulting — Team Leader, First Call Activation ( FCA )
Customer Services Team Leader: 2010 - 2012
Solely responsible of 20 Customer relation Officers performance, Including Sales Targets achievement, 100% Assurance to Quality Production, Average Handle time should be according to targets, Became Best Team Lead of the year 2011-2012.
• Introduced training programs that enhanced employee performance and helped build a motivated workforce.
• Assurance of best Performance in Monthly Performance review report
• Highly Promoted count of CROs from my team
Abacus Consulting — Traffic Controller, Work Force Management
Developed and maintained a WFM (Work Force Management) schedule so t
