Sr Executive Projects & BPO Services
ZONG
Total years of experience :14 years, 9 Months
- Spearheaded functional setup of Projects and BPO services, ensuring
timely completion.
- Developed dashboards and presentations for management review
using Microsoft Office, E-Draw Max, and MS Visio.
- Pioneered business development strategies, expanding value services
for corporate clients.
- Established call centers, managing local and international helpline
services.
- Acquired and managed BPO projects, including Contact Centers and
Customer Satisfaction Surveys
- Led Communication team, optimizing internal communication of
products, services, and promotions.
- Re-engineered Customer Care Operational Processes for enhanced
efficiency and customer experience.
- Oversaw operational support and developed alternate channels for
resource utilization.
- Managed projects, interpreting requirements, and executing
deployments following BPR/Six Sigma guidelines.
- Managed Digital Marketing budgeting, vendor payments, and media
planning.
- Coordinated contract documentation with Legal, Finance, and
Procurement.
- Led Ecommerce Platform expansion, generating revenue through
Online Shop and Online Recharge.
- Developed and executed Digital Media Plans, Approvals, PR/PO
processing.
- Benchmarked ZONG experience nodes, developed diagnostic
templates.
- Executed testing based on product/service launches, providing
actionable insights.
- Coordinated with stakeholders, enhancing commercial and technical
departments.
- Managed a team of 30 Customer Service Representatives, achieving
service levels and KPIs.
- Facilitated interdivisional coordination for effective issue resolution.
- Led people management, training, and compiled comprehensive
performance reports