Saif Azam

A leading mobile and data services operator with a commercial footprint in 8 Middle Eastern and North African countries.

•Gathering data from diverse sources and creating multiple reports.
•Developed Key Performance Indicators (KPIs), reports, and dashboards using data from multiple sources.
•Identified KPIs that are most appropriate to the business and monitoring business performance.
•Designed numerous ad hoc reports for senior management which positively contributes to accurate planning and budgeting in support of achievement of corporate goals.
•Created management report which successfully evaluates performance of designated Regions, Partners, and Channels & Shops.
•Conducting in-depth data analysis using various data collection methods and tools. Efficiently identifying, processing, and analysing raw information for effective report creation and presentation to senior management.
•Providing recommendations for reporting improvements and enhancements.
•Daily tasks involves extensive use of MS Excel and Power Point.
•Responsible for the supervision of two Quality Evaluators.

A leading mobile and data services operator with a commercial footprint in 8 Middle Eastern and North African countries.

•Leading & conducting all trainings, workshops, coaching calibrations, newcomer’s interventions for Urdu/English Call Center.
•Conducting TNA & DNA (Training and development needs analysis).
•Evaluating calls on daily basis to assist the regional teams in completing the target for the flagged calls.
•Using the QA analysis approach by providing feedback and analysis after each evaluated call
•Evaluating the agent weaknesses and their needs as per empowerment processes and if it needs to be re-engineered by calls monitoring.
•Contributing with the team in the regions to handle the daily mistreatment cases.
•Conducting analysis to reduce substandard agents and mistreatment cases in the region.
•Working with all departments in the region that have any updates/product launches that impact call center.
•Assessing agent accessibility to information and system performance to enhance their efficiency by analyzing the gaps and share recommendations.

A leading mobile and data services operator with a commercial footprint in 8 Middle Eastern and North African countries.

•Steering work encompassing documentation and reporting of Key Performance Indicators.
•Interpreting collected data thereby facilitating in drawing patterns and deriving current trends.
•Acquiring data from primary or secondary data sources and maintaining MIS.
•Identifying, analyzing and interpreting trends or patterns with complex data sets.
•Developing, modifying, maintaining and supporting custom reports for both ad-hoc and ongoing needs.
•Interpreting data and analyzing results.
•Developing and implementing data collection systems and other strategies that optimize efficiency and data quality.
•Assisting with the review, consolidation and reduction of data discrepancies.
•Working closely with management to prioritize business and information needs.
•Locating and defining new process improvement opportunities.
•Working with 3rd-party vendors on support and maintenance of internal systems testing and integration within other applications.

Conceptualizing and implementing sales strategies for acquiring business from clients.
• Identifying & networking with financially strong / reliable partners, resulting in deeper market penetration and improved market share; providing pre/ post sales assistance thereby ensuring maximum customer satisfaction.
•Undertaking business strategy planning & analysis for assessment of revenue potential & opportunities to achieve planned targets; devising sales & marketing strategies to explore greater business volumes.
•Planning and implementing promotional programs for greater brand visibility & capturing optimum market share metrics; developing relationships with key decision makers for business development.
•Identifying clients from various sectors, generating business from existing clients, thereby achieving business targets; Evolving market segmentation & penetration strategies to achieve targets.
•Leading, mentoring & monitoring the performance of the team to ensure efficiency in process operations & meeting of individual & group targets.
•Identifying Internal training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies.
•Introducing new products and services; formulating strategies and implementing workable plans to expand the customer base and educate clients about the Unique Selling Proposition (USP).
•Managed brand participation in exhibitions in conjunction and co-ordination with Event Management organizations.