Rameez Rahim

o Spearheaded cs adherence of ISO certification standards (IMS 9001, 14001, 45001, BCMS 22301), ensuring 100% compliance and facilitating seamless audit execution.
o Coordinated service excellence programs, including the Global Star Rating Program (Ministry of Cabinet Affairs) and ICXS international standards (ICXI - BSI).
o Ensured that all gaps identified from compliance audits are effectively addressed to the appropriate teams, ensuring implementation and reflecting the gaps within policies & procedures.
o Improved ICXS external audit score from 85.9% (April 2018) to 97.25% (March 2024) through strategic process enhancements and compliance improvements.
o Developed automated performance monitoring results dashboards, augmenting various KPI tracking efficiency and facilitating improved decision-making for management.
o Implemented a continuous improvement framework, resulting in enhancement of customer service operational efficiency monitoring.
o Conducted cross-functional service process improvement meetings, extracting actionable insights from audit reports, customer satisfaction (CSAT) surveys, mystery shopping, focus groups, customer complaints, suggestions, feedback, root cause analysis reports, public perception surveys, employee feedback, and other relevant sources for improvements.
o Designed and implemented business continuity plans (BCP) and business impact analysis (BIA), ensuring operational resilience in critical service functions.
o Championed and coordinated all draft work of cs process flow documentation review and revisions.
o Mapped and analyzed quarterly customer experience journey maps for all service delivery business processes.
o Planned and conducted internal ISO / ICXS audits and compliance assessments, successfully resolving 95% of NCRs within the prescribed time frame. Monitored compliance with control activities (CA) and processes (PA) and risk and opportunity registers.
o Developed a gap analysis mechanism and conducted knowledge assessments for customer service front-office and back-office staff. Developed tailored training plans and interactive training monitoring dashboards, fostering employee engagement and enhancing performance in customer service operations.
o Served as the integrated management systems (IMS), business continuity, and quality and health and safety (QHSE) champion for the customer service department.

• Potential LIC agents were discovered and recruited, marketing campaigns were strategized and implemented, agents were trained for new business acquisition, and policy servicing for customers within my agency was overseen.

• Indirect sales and channels were managed by actively involving financial advisors, distributors, and banking partners in discussions related to financial products, market trends, and opportunities, aiming to achieve channel sales objectives.

- Comparative analysis of Customer satisfaction for different DTH players & sales promotion
- Statistical data analysis and Market Research in SPSS