Director Operations
Prime Communications
مجموع سنوات الخبرة :16 years, 10 أشهر
Responsible for Largest US Telecom Retailer’s B2C & B2C offshore operations, including IT helpdesk, Social Medial & Digital Marketing, Supply Chain, Procurement, Treasury, Loss prevention, Returns, Commissions, Sales Audits, Human Resource Management, Returns Management and Leasing.
* Was the part of the recent acquisition of 1200+ AT&T stores worth +700 Million in
this January 2019.
* Directed and developed a staff of 6 managers, 20 supervisors and 200 associates
to achieve the organization's vision, KPIs and cost savings over the past 5 years.
* Accountable for all processing, inventory and outbound operations of offshore
facility of Prime Communication, largest retailer of At&t with 2000+ stores.
* Developed, implemented, and tracked operational KPIs with time studies to
promote efficiency, accuracy, and lower costs.
* Analyzed, planned and forecasted monthly and yearly budgets of offshore facility.
* Awarded as most progressive director of the company for past 5 years in 2019.
Was responsible to innitiate the project of Capacity Building for Largest US Telecom Retailer’s B2C & B2B offshore operations, including IT helpdesk, Social Medial & Digital Marketing, Supply Chain, Procurement, Treasury, Loss prevention, Returns, Commissions, Sales Audits, Human Resource Management, Returns Management and Leasing.
* Lead the central operations in accordance with the Company’s Core Values to build a
successful organization focused on customer satisfaction
* Owned overall responsibility for the client relationship, including all of the following:
bui lds collaborative, client-focused relationships, internally & externally at all levels
in organization.
* Monitored programs and procedures to ensure customer satisfaction and other key
metrics as defined by Prime Communications.
* Undertook Marketing Planning - Product pricing, promotion, positioning.
* Maintains a high level of understanding with regard to the client and their industry
* Runs Human Resources department to ensure best talent is being hired.
* Generates measurable report cards to provide fact-based metrics and closed-loop
communications that will aid in delivering to customer expectations
* Establishes and manages annual operational plans and expense budgets that
support the total business.
Achievements:
* Reorganized staffing models to successfully decrease associate turnover by 37%
* Improved inventory location accuracy from 68% to 98% through inbound calls
follow ups and picking audits.
* Decreased order cycle time by 12 hours resulting 85% growth in volumes.
* 300% Increase in company’s revenue by ensuring optimum human efficiency.
* Maintained Highest Retention Rate in the history of company in any project.
* Awarded as most successful Manager of the company in 2015.
* Highest Retention Rate in the history of company in any project(96%).
* Ensured less than 5% reported error in the tenure.
Responsible for offshore operations and Quality assurance, in a 24/7 Sales and Marketing environment which includes sales for all Major telecom providers of USA along with recruitmet and customer services and client services.
* Ensure implementation of Partner Specific Protocols
* Forensic sales analysis to avoid any compliance issues.
* Team management with 60+ personnel directly reporting, and 345 personnel
reporting indirectly
* Weekly Team Meetings and Performance improvement workshops.
* Weekly Performance and Feedback consolidation through closed loop feedback
* Monitoring and maintaining campaign wide KPIs like AHT, Call Disposition
Reports, Close Ratio, low abandon rates.
* Weekly Performance and Feedback consolidation through closed loop feedback
* Managing all the matters regarding the queries of customers.
* Responding and following up with clients to ensure the best quality of service.
* Coordinate all marketing, advertising and promotional staff and activities.
* Market research to determine market requirements for existing and future campaigns.
* Develop and implement marketing plans and projects for new and existing
products.
* Coordinate in the productivity of the marketing plans and projects.
* Coordinate to deliver marketing activity within agreed budget.
Responsible for below in a 24/7 Sales and Marketing environment which includes sales for all Major telecom providers of USA along with recruitmet and customer services
* Responsible for highly efficient customer services & Sales for the business and
consumers
* Worked as Acting Supervisor Customer Support & Sales for campaign dealing
with the leading MSO and Telco providers in the US, including ATT, Verizon,
Sprint, Comcast, Charter, Time Warner, Cox, Earth link, Optimum
* Responsible for daily weekly and monthly reports
* Maintained accurate records of all activities, customer needs and prepared regular
forecasts to enable effective forward planning
* Worked as Offshore Recruiter for ATT & Verizon in 22 different States.
* Up selling the services and achieving the targets set.
Achievements:
8 Employee of the months in and a consistent performer award in 2010 (in the team of 57 executives) successfully managed to exceed targets of $100, 000 on monthly basis. Also Achieved the set target for almost two years consecutive with the highest quality and received awards in terms of best customer service’s as well as top sales men for several months. Coordinate with the verification team set in USA to achieve targets and achieved highest number of sales and generated leads for the period spent there and for that were highly appreciated by the verification department.
* Responsible for managing client’s services.
* Responsible to generate best quality from the team of 167 people.
* Responsible for daily weekly and monthly reports
* Maintained accurate records of all activities, customer needs and prepared
regular forecasts to enable effective forward planning
* Responsible to improve the quality of team by continuous live monitoring and
feedbacks. Ensured maximum conversion with best quality.
Transdata (Pvt.) Ltd is one of the country’s BPO and IT Solutions providers. Deals in customer relation management with US and UK based companies
Technical Support
• Worked as a Technical Support Representative for
o www.spywareterminator.com
Leading anti -spyware software. Responsible for providing technical support, managing all the matters regarding the queries of customers, responding and following up with clients to ensure the best quality of service
o www.inbox.com
Hosted Email Solution. Responsible for all matters regarding client queries, managing business accounts, conducting closed loop feedbacks and ensuring market awareness for future planning
o www.crawlerparental.com
o www.excheapdrugs.com
Inbound Customer Services & Sales
• Supervisor for Morning Shift
o Inbound sales.
o Following up with customer claims and maintaining Quality.
o Hungry house.com Associated with BBC Foods.
Achievements
Managed 12 projects with 96% average quality. Best dependability both as an Executive and as a Team Leader. 100% Salary Increment after 3 Months of joining.
I am still working on its completion and have been done with 1st 5 papers.
It was a Project Management distant learning diploma program