Project manager
Careem
Total years of experience :14 years, 2 Months
1. Spearheaded long term project for Captains involving support via Careem app, Opportunity Centers/Walk-in support and Captain Value proposition across multiple locations, where Careem currently operates.
2. Consistently met Captain and Colleagues expectation by driving entire end to end project cycle and ensuring on time delivery in compliance with the organizational standards.
3. Led Project Management Office (PMO) for Care leadership and ensure that the visibility of the team is across the whole organization.
4. Acted as the Product Manager for Captain support with the accountability of managing entire project of self service on the app.
• Successfully developed entire feature from scratch, including flow of the app, types included, wrote articles and uploaded all the content on the app.
• Delivered 1% Captain Contact rate reduction by launching ‘Captain Help Center’ on the app.
• Wrote 50+ articles for the new feature on the app.
• Developed the whole tree-flow of the app which contains 59+ issue types as a selection.
• Conducted pre-user research in UAE, Pakistan and Egypt; worked closely with the design team to finalize the designs on the app and successfully converted all 50+ articles in HTML.
• Single-handedly uploaded all the articles and issues on the app and launched the feature across all countries in 3 months.
• Improved Captain NPS with 10% in all markets; conducted post-user research in UAE & Egypt and gathered feedback from 10 random captains and 100% satisfaction was observed around the feature.
5. Implemented agile methodology for CARE team where we planned for a sprint (2 weeks) in advance and run retrospective after each sprint to discuss learning.
6. Acted as the PMO for all leadership discussion to support the Care department and attained 15% reduction of time for all leadership discussions by implementing a new reporting structure along with meetings every week.
7. Received appreciation from Senior Vice President of the Company for implementing visibility plan for Care team which later on got implemented to various other teams.
8. Implemented and managed lean operating model in multiple Care sites across the globe; trained teams on the approach and physically visited sites and ensured 100% cadence.
1. Monitored and directed total team of 500+ colleagues which includes Agents, Subject matter experts, Team leaders, supervisors and managers.
2. Recruited, mentored and trained new teams of 30 in Pakistan, and 50 in Jordan, and facilitated process trainings and on achieving performance excellence, thereby achieving pre-set performance objectives. This resulted in growth of teams to 250+ in Pakistan and 200+ in Jordan.
3. Implemented basic call center operation KPIs (Service Levels, Average handling time, Captain Satisfaction Score, First Call/Email resolution, productivity and adherence) and achieved targets within a span of 2 to 3 months by leading the team from front.
4. Improved satisfaction score by 15% by bringing down the resolution time for any ticket on Captain support from 48 hours to 2 hours within 6 months.
5. Implemented first of its kind rewards and recognition campaign for my team which resulted in 70% improvement in colleague NPS, 50% improvement in staff productivity and 0% absenteeism during the campaign.
6. Realized 10% improvement in colleague NPS by implementing the structure of holding huddle session every day.
7. Increased the headcount to 115 agents within a span of 1 year through initiating Careem customer service team in Ibex global with 6 agents.
1. Awarded employee of the year 2 times in a row in the years 2014 & 2015.
2. Handled a team of 5 supervisors and 200+ front level agents with 10 clients on-board to provide call center service support (British Council, Nestle, Wateen Telecom, OLX, Punjab Commission on the Status of Women (PCSW), Kansai Paints, Asani, Sehat (Fazal Din), LG electronics and Zin Technologies).
3. Managed Careem Program, involving all internal departments namely Customer Service - Inbound, Captain Support - Inbound, Global Captain Support, Outbound Operations, Email Correspondence and Verifications.
4. Spearheaded a Winback project for Wateen telecom with 10 agents with tough targets to achieve in 2 months, this resulted for Company to take over the project of 60 agents with huge profits.
5. Delivered optimal increase in the profitability by handling Punjab commission on the status of women helpline which started off with 10 agents and increased the staffing to 25 agents and 4 lawyers based on the performance.
6. Launched the customer service team of OLX in Pakistan with 10 agents and increased the staffing to 30 agents in 3 months.
7. Directed British council customer service team for 10 months and meticulously brought the email service levels down from 12 hours to 2 hours during Exam season.
Area of Responsibilities:
• Measuring CS division's Quality of Recorded calls, Ticket Creation/Handling and Correspondence through provided tools
• Coaching and mentoring of allocated team members to policies and procedures.
• Ensuring Quality of service through individual feedback to CS team members.
• Meeting daily targets assigned by Quality Assurance Manager.
• Close Coordination with Managers, Supervisors and Coordinators regarding allocated team member's performance.