Complaint Management Executive
ZongCMPak
Total years of experience :17 years, 1 Months
• Business re-engineering & automation of three Tiers Methodology(People, Process, and System).
• Identifying, recommending and supporting the implementation of various tools that may assist in
• seamless operations.
• Developing and sustaining a detailed and automated system of KPIs to ensure both clear
• Visibility of performance, spot-checks etc. as well as transparency for all departments.
• Conducting monthly training (designed and customized by Analysis Team as per business and
• Wing-specific requirements).
• Responsible for the team’s overall performance in all aspects.
• Develop and maintain structured and reliable communication with respect to analytical findings
• Among the stakeholders.
• Responsible for network-related analysis regarding footprints and coverage.
• CSI, TAT efficiency, Real Resolution and Quality improvement plans for Team Members that
• impact overall complaint handling.
• Collaboration and Synchronization with Back Office group (Engineering, BOSS OMC,
• Marketing, NSS, MNP Team, Credit & Collections, RAN and C-NOC.
Sr. Business Analyst (Call Center Technologies) Business Analyst Technology Systems & Tools CC—Technologies (STC HQ from March 2016 to Jan 2019)
• BRSD/ Projects/ Reports development at CCT interacting with stakeholders, gathering requirements, rating them and assigning priorities to each of them.
• Eliciting and brainstorming business requesters to better understand the business needs.
• Pre-feasibility Analysis of the Business Needs and propose an optimum feasible solution to cater for the business needs.
• Managing and controlling the Business requests and controlling the BRSD quality.
• Documenting business processes and translating them to functional specifications, and Preparing BRSDs.
• Propose and manages all improvement projects for Interactive Voice Response, Automatic Call Distributor, Computer Telephony Integration, and Customer relationship management to increase the productivity of call centre agents and to ensure the optimum customer experience.
• Acts as primary contact for architecture and capacity of technology systems for the Customer Care Centers.
• Proposes enhancement facilitate the usage of CRM (ICMS, Seibel), OneView, Enterprise Data Warehouse, Business Intelligence and other Business support systems.
• Involved in re-designing core functions of ICMS Processing Modules, Towasol functions and user interfaces, Interfaces and API.
• Lead New Towasol Screens evaluation and testing for Call Center Agents.
• Proficient in the Rational Unified Process and all the associated workflows and artefacts.
• Facilitated and managed meeting sessions with the committee of SMEs from various business areas including Customer Care, Call Center Landline, Call Center Personal, and Call Center Planning.
• Team Management of written correspondence.
• Making endure to respond all in-writing complaints timely under set quality parameters. .
• Employees' motivation & career development professionally within the Team To ensure to meet all KPIs
• Responsible for written correspondence (snail mails, legal notices, emails, correspondence letters, 310/Web complaint channel)
• Monitoring the allocation of resources with respect to workload and gauging its efficiency.
• Designing, developing and implementing new functionality management.
• Responsible to manage and monitor the automated loading processes.
• Advising on the suitability of methodologies and suggesting improvements.
• Strong coordination, day-to-day meetings, data compiling/communication, assistance to Senior Manager. Supervising all concerns related to Network Support Team.
• Interpret and communicate work procedures and company policies to staff.
• Communicate with other departments and management to resolve problems and expedite work.
• Review and check work of subordinates such as reports, records, and applications for accuracy and content and correct errors.
ZONG, A China Mobile Company (NOC)
• Monitor different alarms at different sites and traffic trends.
• Monitor thresh hold of international and local connectivity.
• Perform different actions upon network degradation and outage declaration.
• Escalation of emergency, site lock and unlocking upon instruction of PTA.
• Correspondence with different 3rd parties and departments.
ZONG, A China Mobile Company (RAN)
• Tracing problematic location upon Complaint ratio and identifying the nature of network issues.
• Fetch the stats of different sites (BTS) and analyze the KPIs of the serving sites.
• Analysis of all types of GSM Complaints including CDRs (Call Drop Ratio), TCH availability
(Traffic Channel), TCH traffic, Handovers, CSSR (Call Setup Successful Rate), SDCCH (Stand Alone Dedicated Control Channel), PDCH (Packet Data Control Channel) and User Blocking Ratio, Interference.
Team Coordinator -New Sale Activation, Investigation & Resolution Unit Islamabad (Mar 2007 - Feb 2008)
• Continuous monitoring of internal & external processes that are involved in carrying out routine operations through workload monitoring and taking appropriate actions against any unusual happenings/causes affecting the stakeholders
• Ensuring smooth operations that include workload management, shift handover, break management, inventory check and leave management among 3 different teams (2211 / RTG Reversal / General Team) within the departments
Team Leader - Contact Center Islamabad (Jan 2007 - March 2007)
• Managing a team of approximately 15 agents in order to produce effective results to meet business requirements
• Assist the team members in achieving their assigned KPIs in terms of quality, productivity, monthly quiz and adherence.
Customer Care Representative -Contact Center (Aug 2005 - Dec 2006)
• Providing front-end customer support for their queries/ complaints over commercial helpline Responsibilities included extensive Inter-Division coordination with the Support departments of Customer Care, Technical, and Sales & Marketing.
TRAINING & WORKSHOPS
• “Leadership Ladder” - Quality Assurance Standardization & Training Zong. (Jan, 2014)
• OMT training for switch related operations using Motorola HLS - Quality Assurance &
Standardization Mobilink
1. Data entry operator for the voting list and electoral enrolment / National identity cards (Dec 2001 to July 2002)
Issue receive Research
