Senior Partner & Consultant
Global Management Consultants
Total years of experience :27 years, 10 Months
• Delivering learning solutions that assist our clients to engage, develop and retain talent.
• Execute organizational assessments
• Development and implementation of results-oriented and sustainable strategic change training and development initiatives tied to ROI:
o Organizational Design
o Talent Design
o Business Design
o Customer Experience
• Driving corporate growth with Global learning programs
• Business development with multinationals, medium sized and SMEs for business performance
initiatives
• Funneling the sales pipeline and engaging with client base
• Mentor Sales team to help drive new business and month over month increasing revenue
• Drive customer-centric changes in the organization.
Executive Trainer in Mobilink Learning Center.
• Hand's on management of the following key functions:
o Lead a team that solves customers’ complaints and delivers a positive experience to sustain customer loyalty.
o Manage an end-to-end service delivery experience to our customers that shows we care about them on all front end and contact centers.
Closing the loop with Technical, Marketing and Customer Care teams on known detraction reasons received via :
The Customer Delight (Text based) Reporting.
Mystery Shopping
Voice of Customer
Random Activity Monitoring in the CRM
Regular visits to all customer walk-in centers
o This includes operational leadership of our assisted support channels (corporate accounts, contact center, care centers, franchise centers, service points)
o Self-help channels (FAQ & content creation).
o Supportability Design - Working with internal partners (Project Management, Marketing etc.) that drive the launch of products & services in Pakistan.
o Customer Analytics, Reporting & Insights - Gathering and collating customer insights from the support experience to provide actionable recommendations and report data that enables fast, educated actions to eliminate customer pain. Customer Experience reporting and analysis.
o Coaching- Providing coaching and escalation management to team members.
o Communication - developing and delivering internal communications and content to support business partners including Operations and Corporate teams. This includes the development communication review and dissemination to the internal audience.
• To plan, develop and manage the annual training programs within customer care based on defined Training and Development strategies and negotiate priorities with business managers based on resources and timelines.
• Rolling out VAS initiatives such as upselling/cross selling and related mechanics/ rewards plans.
Key Achievements:
• Lead a change Team and developed and rolled out individual CCR KPIs for Front end staff nationwide.
• Managed and led new CRM Siebel and Product related trainings for more than 2, 000 employees.
• Define, standardize and implement all CS processes.
• Coordinated with CS Operations in setting up 605 Jazz Service Points across Sindh and Baluchistan
• Executed Mobilink Internet services, trouble shoot & Upsell campaign for all contact centers and Jazz Service Points (service partners) in the region for around 900 employees.
• Launched ‘Train the Trainer” initiative aimed at developing the Customer Care Center & Franchise Executives and Quality Assurance teams, tying results to their performance appraisals.
• Launched and implemented the New Hire Assessment centers and passing matrix nationwide which led to improved post training performance of the agents by approximately 20%.
• Partnered with the Customer Care, Sales and Marketing functions to better understand customer, competitor and industry dynamics and ensure execution of strategy.
• Established contact centers/customer care’s first ever customized training programs for all contact center employees.
• Contact Center Karachi was nominated as Nationwide Contact Centre of the Quarter 5 consecutive times & Customer Care Centers South was rated as the best nationwide 3 times.
• Partnered with stakeholders to review existing systems and recommend lean, effective customer centric processes
• Delivered comprehensive analysis to senior management highlighting stakeholder performance in customer service delivery.
• Ensured process guidelines are implemented for quematic analysis, random calls monitoring and loyalty programs.
• Galvanizing Mobile Financial & Data Services training nationwide with over 3500 Customer Care Representatives across the country.
• Certified Change Coach
• Successfully assisted H.R.in launching Customer Loyalty measurement called NPS.
Manager Quality Assurance Contact Centers June 2005 till Nov 2008
Mobilink - An Orascom Telecom, Karachi, Pakistan
Responsibilities
• Preparing Contact Center Quality Strategy and objectives ensuring compliance to processes and KPIs.
• Enforcing specific practices such as call monitoring, customer call-backs, to ensure that quality standards are maintained.
• Using accurate and smart data analysis to identify abnormal trends and roll out remedial measures.
• Core issues reviewed and specific steps taken within all departments to reduce fire backs.
• Ensuring increased calibration and sharing of best practices among all CS teams for high performance culture.
• Tracking and driving initiatives (specific query/specific answer, using alternatives etc. on new services and high volume of calls) thus improving productivity levels.
• Ensured increased calibration and sharing of best practices among all CS teams for high performance culture.
• Assisted in accomplishing Call Center human resource objectives by training, coaching/counseling, employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Involved in automating systems to make customer /csr interactions easier, seamless and more focused on what the customer wants, when the customer wants. (Also reduce back end workload) hence improving service quality levels.
• This not only empowered csrs to facilitate customers upfront but also reduced back end escalations from 15-20% to less than 7%.
• Initiated up selling and currently working on rolling out various similar initiatives.
• Major achievement has been to improve Quality of Service level (QSL) to above 85% from a meager 30%.
• By targeting call reasons improved First Call Resolution (FCR) to 85% plus.
• Led major Customer Care projects on managing the IVR content, using alternatives on new services leading to a reduction in • Back end escalations from 20% to less than 7%.
• Initiated up selling and cross selling in the contact center.
• Customer Services Agent- -Getronics Canada Inc., Toronto, Canada Mar 2002 - Dec. 2004
• Corporate Accounts Ass. - TD Waterhouse Investor Services - Toronto Mar - June 2000
• Customer Services Officer -Business Centre Manager -
Mobilink-PMCL -Karachi and Rawalpindi Sept.1994 - Oct. 1998
• Customer Services Agent - FedEx International Sept.1992 - April 1994
• Management Development Workshop Massachusetts Institute of Technology 2008
• Bachelor of Commerce Business Management, Eco. & Accounting 1992 Some of the Workshops attended
• Advanced levels from University of London Economics & Accounting 1989