Malik Dureed Rahim

Portfolio services executive at Citi - United Arab Emirates

• United Arab Emirates - Dubai
• My current job since November 2020

Relationship officer at Citi

• United Arab Emirates - Dubai
• My current job since August 2017

Quality Assurance Supervisor – Customer Experience dept. (Customer Happiness) at Mobilink (VimpelCom)

• Pakistan - Lahore
• My current job since July 2016

Update the Vendors resource (Retail & banking helplines) and contact center resource on company processes.
 Identification of repeated call analysis and then how to minimize it.
 Constant check by conducting different spot checks to ensure vendor and contact center resource to be align on company policies.
 Help Qa Manager Vendor to align their resource as per our company procedures.
 Helping In House Team Leaders (Mobilink resource) to ensure their resource to be updated as per company policies on Mobilink processes.
 Manage by Walk About as and when required to our resources.
 Ensure Total Customer Satisfaction through feedbacks.
 Share QA updates/current issues etc with In House and Vendor teams when required.
 Meeting with Teams.
 Provide feedback to team members based on the calls evaluations and Company processes.
Recent Projects.
 In House Project
 Recently given opportunity to help IN House resource to maintain their service levels with the quality.
 In one month time period we have able to help them to achieve 100% service levels which were dropped to 50 %.
 Appreciated and recognized by Contact Center Manager for this support.
 Also helped training team in that time to indulge the new resource according to floor requirements.

 Call reduction Project In House and at Vendor resource.
 Current project is to reduce repeated calls on our company helplines which is 4 million in a month.
 Conducting different analysis on repeated and random calls.
 Also coordinating with different company teams to streamline our processes.
 Helping training teams to conduct different trainings by analyzing the exact issues for repeated calls on different work codes.
 Suggested new ideas in view of our current resources to reduce repeated calls ratio number Mobilink Helpline.

Team Leader at Mobilink (Vimple Com)

• Pakistan - Lahore
• July 2012 to May 2016

Team Leader Customer Care

 To manage and Lead a team of contact center agents.
 To ensure that every team member is informed for his/ her respective shift accordingly.
 Make sure "on time" availability of team members and own self in daily clinic.
 Ensure timely Logins/ Logouts.
 Identification of system related issues before and during the shift.
 Inform his/her team's attendance, late comer status to on duty Manager.
 Constant check on Adherence/ Floor conduct.
 Manage by Walk About as and when required.
 Take escalated calls and escalations handling through emails, system etc.
 Ensure Total Customer Satisfaction.
 Share QA updates/current issues etc with team.
 Keep the agents aware of their productivity stats.
 Keep the agents aware of their Upselling (Sales targets daily and monthly) stats.
 Coach Team members regarding sales strategy to achieve their upselling targets (sales).
 Give the agents clear concept of KPIs.
 Annual leave planning of the team.
 Team Meeting with QA evaluator.
 Provide feedback to team members based on the calls evaluated by the QA.
 Recreational activities for the team.
 Recommendation for awards/ call of fame.
 Conduct Appraisals on the basis of their performance.

Key Sale Projects

Upselling Projects of Key cooperate products of Mobilink. (Sales Of Mobilink products)

 While managing my team our management key focus to increase mobilink products to customer calling on helpline as we used to receive more than 4 million calls in a month.
 The main goal was to achieve 10 sales per day at least.
 Main goal was to up sell our Postpaid and Prepaid packages, Vas and different offers of company to our current subscriber’s base.

 My Team always remain n top 5 positions out of 65 Teams.

 We as a team usually achieves more than 200 percentage while achieving our sales goal.

Ebook writer at Smash words

• United States
• December 2013 to December 2013

Ebook Published By Top Us Publisher SmashWords.
Ebook Named “Customer Service How I see” got published by Top USA Ebook Publisher Smash Words.
Book Link# : https://www.smashwords.com/books/view/385334

Team Coordinator at mobilink (an orascom telecom company)

• Pakistan - Lahore
• February 2011 to July 2011

Team Coordinator Customer Care

To manage and coordinate a team of contact center agents with a Team Leader.

To ensure that every team member is informed for his/ her respective shift accordingly.
Make sure "on time" availability of team members and own self in daily clinic.
Ensure timely Logins/ Logouts.
Identification of system related issues before and during the shift.
Inform his/her team's attendance, late comer status to the on duty FS.
Constant check on Adherence/ Floor conduct.
Manage by Walk About as and when required in absence of Team Leader.
Take escalated calls and escalations handling through emails, system etc.
Ensure Total Customer Satisfaction.
Share QA updates/current issues etc with team.
Keep the agents aware of their productivity stats.
Give the agents clear concept of KPIs.
Annual leave planning of the team.
Team Meeting with QA evaluator.
Provide feedback to team members based on the calls evaluated by the QA.
Recreational activities for the team.
Recommendation for awards/ call of fame.
Conduct Appraisals on the basis of their performance.

Call Center Agent at World Bridge Connect

• Pakistan
• March 2006 to April 2006

Mar 2006- April 2006
World Bridge Connect
103 Upper Mall, Lahore

Call Center Agent
Responsibilities: * Tele Sales Representative. (Out Bound)
* Tele Market Company's US Product to American Customers