Head of Products
Naseeb Networks
Total years of experience :20 years, 3 Months
took care of the development team
To develop and maintain a 3 level helpdesk support department in the meantime give support to Software Quality Assurance department and HR by giving training, making documentation, developing procedures and handling the recruiting process while taking care of Business Analysis of Curepet products.
July 2012 - Present CurePet Corp.
Helpdesk Consultant/Lead Business Analyst
To develop and maintain a 3 level helpdesk support department in the meantime give
support to Software Quality Assurance department and HR by giving trainings, making
documentation, developing procedures and handling the recruiting process while taking
care of Business Analysis of Curepet products.
CurePet Lahore is a software development center which is developing a
one of a kind veterinary Health management system and connected
community through which Veterinary Doctors, practices, Hospitals and pet
owners will be able to be synchronized in regards to the pet's/animal's
health resulting in cost effective and efficient way to giving vet health care.
Key Contributions
• Created the first version HR Manual
• Created necessary HR and recruitment related forms
• Conducted Interviews for the SQA department
• Made preliminary SOPs of all the departments mainly focusing on
Helpdesk, BA and SQA.
• Actively involved in System and Development training of the current
staff
• Training Clients on the application and giving demos
• Actively involved in all documents being prepared for the organization.
• Created a proposal for the implementation of a 3 Level support
department.
• Worked in the Technical QA department for 3 months and learned about the QA process involved in releasing a product.
• Worked on MyCurePet, which is a pet owner portal, as a business
analyst and took care of Business Requirement Documents and
UseCases.
• Currently am a part of the core BA team to represent CurePet for
University of Pennsylvania taking care of requirement gathering,
creating FRDs, creating wireframe/screens and usecases for different
modules in the application as per their specifications and also putting
forth documentation that would help evolve the CurePet application and products.
Details in CV and below.
Sep 2011 - May 2012 CureMD Pakistan City, State
Sr.Client Support Executive/Billing Client Account Manager
To cater clients with support on the billing side of the system and troubleshoot any issues or concerns that the client might have.
CureMD is a software house which has developed and maintains a Health
Information System which is being used by Doctors in the United States of
America. As the US Government has incentivized the use of an HMS
which has EMR (electronic Medical Records) capabilities hence the product is a huge success in the east and central parts of USA. CureMD
takes care of more than 100 small to mid size practices and aims for catering hospitals and large setups in the near future.
Key Contributions
• Was able to streamline department procedures by creating structured
SOPs
• Took care of the design and content of a knowledge base manager
known as CureMD Wiki through which clients and staff could go through for assistance. Was able to streamline the process of making it through a manual and SOPs
• Was also given the responsibility of making "Just in Time" methodology
tutorials which are training videos which were of 3-4 minutes giving
details on a specific function within the application. I was in charge of the content and the making of the videos in a team of 5.
• Made a proposal on implementing a QA team for the support that were
being taking.
• I was made a part of a special team to help in taking care of a backlog of issues which contained Level 2 and Level 3 support tickets.
To cater clients with support on the billing side of the system and troubleshoot any issues or concerns that the client might have.
CureMD is a software house which has developed and maintains a Health Information System which is being used by Doctors in the United States of America. As the US Government has incentivized the use of an HMS which has EMR (electronic Medical Records) capabilities hence the product is a huge success in the east and central parts of USA. CureMD takes care of more than 100 small to mid size practices and aims for catering hospitals and large setups in the near future.
Jan 2011 - Oct 2011 TRG Pakistan City, State
Lead Supervisor Operations / Account Manager
(Lahore Waste Management Company - LWMC)
To setup a complaint cell for LWMC where the core responsibility is to give citizen
service by taking down the complaint and getting it resolved through a hierarchy that was
predefined. Make ensure the team follows all guidelines associated with the campaign.
LWMC with the partnership of a Turkish company plan to clean Lahore and introduce an efficient solid waste management system that would
benefit the citizens of Lahore. Our role was to make sure that we service
citizens through 1139 through a customer made software and state of the art training. My major responsibilities were to look over the team in all
aspects and also be the point of contact of the client to make sure their
needs are met.
Key Contributions
• Was able to design the citizen relationship manager where the agents
would be able to take the call and process it accordingly.
Jan 2010 - Oct 2011 TRG Pakistan City, State
Lead Supervisor Operations / Account Manager
(JS Bank Customer Service \{Inbound/Outbound\})
To ensure the wellbeing of the team and handle core responsibilities associated with the job to ensure smooth operation of the campaign.
JS Bank is a part of the JS Group which is one of the largest Investment
company in Pakistan and TRG has extended it's expertise in order to setup a helpline for the bank. I was given the responsibility to setup and run the inbound operations and maintain the operations on outbound.
Oct 2009 - May 2011 Penguin Informatics City, State
Free Lance - Content Writer - Sport Reviews
To Take care of reviews of upcoming matches of selective soccer teams pertaining to the
English Premier League, Bundesliga, Italian Serie A, Spanish League, Superliga
(Danish League), Europa League, Champions League etc.
Penguin Informatics is a web development firm which is associated with a
Danish partner to create season by season multiple websites for sports to bring in Hits for 3rd party betting sites such as Bet365. The websites
contain all the latest information and statistics of all the matches displayed in the website.
Key Contributions
• Was able to write more than 400 reviews which ranged between 300 and 500 words. At an average there were 9 -15 matches were taken care of
everyday.
Jan 2010 -May 2011 TRG Pakistan City, State
Lead Supervisor Operations / Account Manager
(Like.com \{Image processing\})
Being a Lead supervisor/account Manager Lahore in Like.com we need to take care of all aspects of operation to ensure that the department is
functioning to its capability and capacity. In order to do this the expectation is that Quality be monitored at all times and that is done by
monitoring and consistent coaching and feedback. Dependability is crucial for maximum cost effectiveness hence that is kept under check. To help out the agents with their images or any job hindering issues. Apart from that the supervisor is expected to train the agents in order for them to be in the best condition to hand the responsibilities that have been given.
Aug 2008 - Jan 2010 TRG Pakistan City, State
Supervisor Operations / Account Manager Lhr
(Riya / Like.com \{Non-voice Image Processing\})
• Improved team performance by sharing best practices among agents
which led to boost in performance and productivity.
• Streamlined campaign processes by making documentation that defines and gives purpose to the processes. These helped in trouble shooting and effectively resolve situations and issues.
• Created a QA process that was not there in order to have a proper
documentation for proper coaching and feedback.
• Created an agent manual that would make it easier for all the agents to understand the processes and streamlined the procedures and guidelines for efficiency.
• Created a Supervisor manual as a guideline to management staff in how to handle the team.
May 2009 - Jan 2010 TRG Pakistan City, State
Supervisor Operations / Account Manager
(JS Bank Customer Service \{Inbound/Outbound\})
To ensure the wellbeing of the team and handle core responsibilities associated with the job to ensure smooth operation of the campaign.
• Made a JS Bible which takes care of all the process from recruitment all the way to simple call taking procedures and call flows. Streamlined
campaign processes by making documentation that defines and gives
purpose to the processes. These helped in trouble shooting and effectively resolve situations and issues.
• Was able to achieve targets within a month with fast track training and extensive coaching and feedback.
• Was able to open a comfortable bridge of communication between the client and OPS.
• Helped in developing a scheduling system to cater outbound and inbound at the same time.
• Developed all the reporting templates for easy maintenance and information gathering.
• I was in constant touch with the software development team in order
minimize downtime and also to make the call taking procedure more
efficient by including ideas that helps the agent in gathering information.
• Made all relevant documents for Internal and External Audits which
were required being a part of a bank.
Sep 2008 - Nov 2008/Jan 2010 - March 2010 TRG Pakistan City, State
Supervisor Operations / Account Manager
(Engage Survey \{Outbound Project\})
To ensure the wellbeing of the team and handle core responsibilities associated with the job to ensure smooth operation of the campaign and meet the dead line of completing
employee satisfaction survey from employees of high profile companies.
Being a supervisor for a contractual campaign is different as everything has to be done in a very short time span in order to ensure targets are being
met. Streamlining process and procedures without the leverage of hit and trial gives a challenge for any supervisor but also brings out a sense of
accomplishment.
• Created a professional script in order to make sure flawless
communication between the agents and the leads.
• I had the main roll in recruitment of the agents for the campaign.
• Created a perfectly rounded team that could operate in the most
efficient way possible.
• Was able to complete the project within the deadline with out any errors or complaints.
• At the end of two months I was able to refer the 75% from the contractual team to be moved to the permanent spots by constant
training and coaching.
Feb 2007 - Oct 2007 TRG Pakistan City, State
Lead Supervisor Operations / Account Manager
(Alert - Sylmark)
To ensure the wellbeing of the team and handle core responsibilities associated with the job to ensure smooth operation of the campaign through the supervisors and team leads.
Being a lead supervisor the main objective is to ensure that the campaign
requirements are being met to achieve the assigned targets. The Sylmark
Team consisted of 30 agents and 2 supervisors/leads. As it was a big team
my core responsibility was to act as a filter between the campaign
supervisors and upper management. This way issues could be resolved in a
campaign specific manner and ensure that the department is working to it
full capacity.
• Made the team perform better by making sure that the supervisors
are taking care of the agents and look over all the key performance
indicators such as their handle time, idle time, wrap up time,
Quality assurance and sales criteria such as revenue per minute and closing ratios
• Increased the supervisor productivity by continuous coaching and feedback and having them lead from the front.
• Kept motivation level at a high by making sure that the employees
are happy and their basic requirements are met and having their
supervisors interact more by giving appreciation, coaching and feedback.
Dec 2005 - Feb 2007 & Oct 2007 - Aug 2008 TRG Pakistan City, State
Supervisor Operations / Account manager
(Alert - Sylmark \{Customer Service/ Sales Campaign\})
The main objective was to ensure the well being of the team and make
them organized so that they could provide quality and performance.
• Streamlined campaign processes by making documentation that defines and gives purpose to the processes. These helped in trouble shooting and effectively resolve situations and issues.
• Developed the campaign manual for easy access for the agents as a
result finding information became hassle free and the agents became
more confident and efficient hence being more productive.
• Developed a more effective training plan to cover all the expectation of the client and also reduce the actual training time to bring productive
workforce as soon as possible.
• Developed a sales training program that was customer made for the campaign that covered all aspects of sales from the moment the
customer is on the line till the time they hang-up. Developed a new term
"LUCK" which streamlines everything the agent has to do in order to sell.
• Was always involved in the motivation of agents to perform by devising
different strategies (Game plans) to exercising "proven" techniques of motivation.
• Designed and implement different sales strategy to increase sales.
• Designed and implement different reports for quick and easy analysis such as the agent performance report that would help compilation of everything that the agent did in terms of sales on daily, weekly and
monthly bases.
• Designed agent development program to help agents who have potential to be groomed for the position. This program was called the "Sylmark
Knights" where they are trained on how to become a leader and develop
skills such as communications skills (verbal and written), time
management skills, feedback and coaching skills etc.
• Made sure that client interaction is at its best to ensure client
expectations are being met.
Feb 2006 - Aug 2006 NTC Model Town City, State
English Confidence Coordinator (Spoken English Classes) (Contractual)
Build confidence of students from every level to talk in English in order educate and train
them in the proper way
• I was able to build a course outline like no other in Lahore
• Had a strength of 34 students at one time due to the rise of popularity of the subject and how it was taught.
Nov 2004 - Mar 2005 TRG Pakistan City, State
Training Executive
(Alert - TMS/TTAS)
To train fresh graduates from new hire training in all the accounts within Alert which
included Training, evaluating and graduating the employees under training and also take
care of refreshers and training for existing employees.
Being a trainer we need to care of all the agents coming in from new hire
training and also of those who were already on the production floor with updates, refreshers and training on new accounts and procedure.
• Effectively communicated with the clients/partners in regards to processes, procedures and guidelines.
• Reduce errors by giving solutions in regards to accounts that were
causing a lot of confusion among the employees
• Trained new batches in record time and have them graded and evaluated with flying colors.
• Communicated with all the agents effectively to reduce confusion and eventually reduce errors on the production floor.
June 2004 - Nov 2004 & Mar 2005 - Dec 2005 TRG Pakistan City, State
Customer Support Executive/Senior Customer Support Executive
(Alert - Sylmark): Serve as a customer support executive for a partner by the name of Alert and handle each
call with the high level of customer service and cost effectiveness and upsell in each and every call hence ensuring the satisfaction of our customer and clients.
Take inbound calls for a campaign within Alert by the name of Sylmark.
The main objective was to give customer service to a collection of products and then upsell to the customer. The target was to get maximum quality and generate $1.30 per minute spent with the customer.
• Was the best agent in terms of customer and sales by making sure
that quality is met and meeting all the key performance indicators.
• Maintaining a high revenue per minute by implementing new
techniques that were self made and also by implementing sales
rules 1-0-1.
• Help out in team activities and motivation by being active and always striving being the best and having a team player attitude.
• Being an escalation agent in the absence of the supervisor.
June 2004 - July 2004 TRG Pakistan City, State
Lead Customer Support Executive
(Alert - Square Trade - Special Pilot Project)
Serve as an Outbound Lead sale agent for an account within Alert. Basic objective was to take care of the agents who were involved in the campaign and to make sure the leads
are being called and offer them a pitch on e-bay transaction securities.
Square trade was regarding a seal that we provide to E-bay sellers who are
not with the service any more. The basic objective was to call them to rejoin the service.
• Took care of the agents in the campaign operationally. Generated
daily reports and shift summary for the account.
• Helped in Trouble shooting and technical issues operationally.
Jan 2004 - May 2004 TRG Pakistan City, State
Customer Support Executive/ Senior Customer Support Executive
(Alert - TMS/TTAS)
Serve as a customer support executive for a partner by the name of Alert and handle each
call with the high level of customer service and cost effectiveness, ensuring the satisfaction of our customer and clients.
Take inbound calls for Alert which included order taking and TTAS
(Traditional Telephone Answering Service)
• I was considered one of the best in regards to Quality by following all the procedures and guidelines.
• Was involved in calls for client calibration.
• Made a training module to increase typing speeds across the floor.
• Was involved in the mentor program where agents with high
quality were used to pilot new and low performing agents.
• Was a part of a dedicated team "Coral Group" to take care of the calls as they come with efficiency and quality.
• Was a part of a dedicated team for high profile accounts again due to quality.
Oct 2003 - Dec 2003 Gaaf Media City, State
3d Animator and Graphic Designer (Contractual)
Main responsibilities were to make a set for a TV show and be involved in all computer
related designing work.
• I was able to present a 3D set to the management where it was
being implemented
• Used unorthodox methods to make new designs that would help the outlook of the set.
Sep 2007 2 day Workshop TRG Pakistan City, State
Majors in graphic designing