Officer Systems & Processes
Warid Telecom
Total years of experience :6 years, 7 Months
Initiated Systems and Processes innovation and other process improvement initiatives for Mobile Financial Services Division.
Created strategic business insights from multiple disparate sources of voice of the customer data (complaints, customer satisfaction surveys, social media, and customer feedback)
Implemented remedial courses of action to improve customer satisfaction.
Provided an authoritative lead for complaints on operational and technical matters across the region.
Provided support between MFS and other stakeholders like S&D, customer services department, marketing, segments and finance in terms of development and enhancement of business support applications, systems & Processes.
Provided effective & timely Gap Analysis for Process improvement.
Executed Products & Platform’s UAT, FUTs, CRs, SLAs and TAT for effective & efficient services.
Ensured proper communication, execution & implementation of the systems & processes, while achieving KPI’s & maintaining a high efficiency and accuracy levels.
Ensured compliance with legal requirements, industry regulations and organizational processes.
Coordinated with customer service channels & regional sales team to monitor the performance with regards to quality and net promoter scoring of MFS unit.
Conducted regular training of all channels including customer services & sales team on MFS products, services, processes and potential risks.
Monitored and analyzed the usage for any illegal activity, fraud and SOP violation.
Assisted in securing system development to support financial services sales.
Catered complaints & product queries of customers and retailers by ensuring First Contact Resolution.
Remained apprised on all current policies, procedures, promotions, products and value added services offered by the company regarding prepaid, postpaid, mobile financial services.
Coordinated for unresolved issues to the designated resource & relevant departments.
Ensured assigned KPI’s set by department & required standard of quality.
Managed and maintained constructive and effective relationships with customers.
Corresponded with internal & external stakeholders for providing quick resolution.
Attended training and development programs as and when assigned by RDC.
Ensured proper behavior/discipline/grooming/punctuality as per the requirements of the company.
Catered complaints & product queries of customers and retailers by ensuring First Contact Resolution.
Upsold product/services of Telenor Pakistan and followed up post call processing.
Remained apprised on all current policies, procedures, promotions, products and value added services offered by the company regarding prepaid, postpaid, mobile financial services.
Ensured assigned KPI’s set by department & required standard of quality.
Attended training and development programs as and when assigned by RDC. Ensured proper behavior/discipline/grooming/punctuality as per the requirements of the company.