نعمان أحمد

Looking after the sales governance of Mashreq, Qatar.

Working as Learning Portfolio Manager for Customer Care.

Training road maps for staff, specially for customer service ( contact centre, front line).

Execution of group programs in terms of learning & development.

Development & Execution of Training programs

Develpoment and Execution of process & policies for Call Centre

Training mainly includes, Orientation, Customer Service, Call Handling, Sales, system & Process.
Also assist in training delivery for Sales staff.

Manager Customer Loyalty: Ensuring the service standard at customer contact points, looking after the portfolio of over 100 branches all over Pakistan.


I. Training & Development:
 Develop training programs and daily lectures based on TNA gathered through quality service reports, spot checks, previous test results and trend reports
 Worked as Trainer
 To contact trainers, trainees and arrangement for logistics
 Conduct trainings, based on products, policies, Service skills

II. Quality Assurance:
 Determining the quality of service provided to the customers at branch level and in market related to product knowledge and services.
 Process and policy designing
 Keeping record of Complaint Management System and branch related issue.
 Frequently conducting quality check in relation to Branch ambiance
 Branch visits, session with staff to find out daily issues and highlighting it to the concerns.
 Conducting marketing surveys to get the direct feedback from the customer then generate the customer satisfaction report and maintaining the KPIs of staff.

III. Marketing:
 Handling all marketing related activities (ATL & BTL).
 Carrying out activities w.r.t. product marketing (business loan, personal loans and VAS).
 Set-up meeting with clients for products penetration.
 Developing and assuring the availability of all marketing related POS material at branch level.
 Implementation of new ideas related to products.
 Assisting in new product development.
 Developing newsletters and other POS material.
 Organizing events, functions and picnics on official levels, with respect to event management.
 Carrying out community/ CSR Activities, with respect to sports, environmental cleaning, educational activities etc.
 Carrying out commercial activities like; dealing with vendors, looking after the printing of all stationery items then their proper distribution as per requirement to the branches through admin.

Quality Assurance Standardization & Training Department South - Quality Assurance Analyst & Trainer - September 2006 to September 2007

QA & Trainings:
 Conducted product, system related and Soft Skills trainings.
 Training, coaching and counseling of Contact Center, internal Quality Assurance team, Back office Teams, Service Centers, Franchises, Club Account Managers in South region comprising of Sindh & Balochistan.
 To make and execute policies related to new and existing products and services to facilitate customers efficiently.
 To analyze Telemarketing surveys and gauge the level of satisfaction in the market and suggest higher management about necessary changes to deliver quality service to the customers.
 To monitor quality of contact center, service centers and franchises through especially designed reports and provide feedback for enhancing efficiency and extracting training needs.
 To look after the smooth implementation of the latest product offerings at Customer Care Division

Quality Assurance Department Contact Center - August 2005 to August 2006
 Devised procedures to streamline the operations
 Conducted Assessment Centers for the internal hiring of CSRs
 Looked after the internal communication of the products and new offerings
 Looked after the in-house training & development of Contact Center Representatives
 Designing Standard Operating Procedures for Contact Center.
 Worked as QA (analyst and evaluator)
 To look after the quality of services of the calls landed at Karachi Contact Center.

Contact Center Karachi (Floor Operations) - to August 2005
 Worked at the Team Coordinator position.
 Worked as Customer Services Representative at front end and backend i.e. Contact Center for 8 months.
 Also assisted and worked with GPRS Team in Karachi.