Abdul R. Email & Phone Number

Lahore, Pk

Lahore, Punjab, Pakistan

Currently employed at Ibex.co, supporting Boston Neuro Behavioral Associates in delivering exceptional psychiatric services across multiple U.S. states. I oversee the operations of two teams i.e. Administrative Associates and Marketing Associates where my responsibilities include:• Training new batches, Quality Assurance audits, HIPPA & International compliance adherence, workforce management and client management to expand business for BNBA in USA. • Responsible for reporting on no-shows, pt.’s appointment scheduling, clinician schedules, Switch Board monitoring, Lab Orders processing, managing pt.’s transport, Doc Manager and follow-ups to ensure compliance and efficiency.• Handle administrative tasks including insurance verification, copay collection, TODO’s, Medication approvals and resolution of client complaints.• Responsible for recruitment & onboarding talents and mentoring existing team members for high performance.• Manage teams SLA for inbound and outbound calls, addressing client inquiries and coordinating with clinicians to enhance service delivery.

Punjab, Pakistan

As a Senior QA Executive specializing in Customer Success Insights at Ibex Global for Walmart.com, I played a crucial role in ensuring operational excellence and customer satisfaction through quality assurance initiatives:• Provide comprehensive support on Tier 1 and Tier 2 queues, handling Jira concerns including escalations, general inquiries, Manager Offline and Kudo calls.• Lead calibrations between Quality Assurance (QA), Operations, and managerial teams to ensure alignment on quality standards and operational efficiency.• Plan and conduct training and development workshops for Q3/Q4 agents to achieve Key PerformanceIndicators (KPIs) and enhance overall team performance.• Facilitate regular huddles between Operations, Training & Development (T&D), and QA teams to identify and capitalize on development opportunities.• Conduct thorough internal and external site audits to pinpoint improvement areas that enhance clientsatisfaction and operational effectiveness.• Collaborate with operations, compliance, and HR teams to analyze and address findings related to fraud detection and regulatory compliance.• Maintain meticulous internal data control and documentation for official escalations, ensuring compliance with company policies and procedures.• Conduct floor announcements, floor walks, feedback sessions, and mock calls to support continuousimprovement and team development initiatives.• Prepare and deliver weekly reports on team performance metrics, incidents, and operational issues tosenior management for strategic decision-making.• Assist operation supervisors or teams in achieving their KPIs by sharing improvement area roadmaps and providing actionable insights for performance enhancement.

Lahore, Punjab, Pakistan

As a Quality Assurance Specialist specializing in CSI at Ibex Global for Walmart.com, I played a critical role in optimizing agent performance and ensuring adherence to client standards:• Conducted agent simulations across various applications to identify areas for improvement, enhancingoperational efficiency and cx satisfaction.• Developed robust training processes aligned with client requirements, ensuring agents were equippedwith necessary skills and knowledge.• Facilitated training sessions on RCR (Resolution and Compliance Ra, evaluations, DSAT (CustomerSatisfaction) audits, and QA policies to maintain service excellence.• Performed audits on RCR, DSAT, compensations, refunds, hold calls, and random client audits, ensuring compliance with Walmart.com quality standards.• Conducted coaching sessions for underperforming agents, focusing on RCR, DSAT, and incident resolution, to improve performance and achieve targets.• Mentored agents on Performance Improvement Plans (PIPs), supporting their development to enhanceproductivity and retention.• Educated agents on organizational behavior expectations during PIPs, fostering a positive workenvironment and adherence to company values.• Participated in joint QA/OP (Operations) calibrations between global site teams and Walmart clients,ensuring alignment and consistency in service delivery.• Prepared and delivered daily, weekly, and monthly performance reports to OP's management, highlighting improvement areas for the Walmart project and maintaining site scores.• Conducted audits to identify and mitigate potential tool misuse or threats, providing coaching to minimize future issues.• Managed emails and documentation for all relevant sections, ensuring timely compliance and operational efficiency.• Implemented training and QA strategies that improved DSAT scores by 20% and reduced RCR incidents by 15%.• Received commendation for effectively managing audits and maintaining high client satisfaction scores.

Lahore, Punjab, Pakistan

As a Subject Matter Expert (SME) in Training & Development Department for Customer Success Insights at Ibex Global, I played a pivotal role in enhancing agent performance and ensuring adherence to Walmart.com product specifications and policies:• Provided expert guidance to agents on Walmart.com products, policies, and best practices, ensuringcomprehensive understanding and effective customer service delivery.• Increased agents' knowledge and skills through training sessions, equipping them with necessary skills,verbiages, and directives for handling customer contacts efficiently.• Built rapport and trust with nesting employees, serving as a go-to resource for addressing concerns and providing solutions to enhance performance.• Maintained organizational goals related to Customer Satisfaction (CS) rates and Average Handling Time (AHT), contributing to overall team success.• Documented and escalated agent issues or queries to upper management for timely resolution andprocess improvement.• Conducted floor announcements and training sessions to update nesting employees on client updates and enhancements, ensuring alignment with Walmart.com service standards.• Upheld floor decorum and educated representatives on compliance rules and regulations, fostering acompliant and professional work environment.• Implemented training strategies that improved CS rates by 15% and reduced AHT by 10% within thetraining and nesting period.• Received positive feedback from agents for providing clear and actionable guidance, enhancing theirconfidence and performance.

Lahore, Punjab, Pakistan

Key Responsibilities:• Facilitated online orders, tracked shipping statuses, and provided payment details to customers, ensuring a seamless shopping experience on Walmart.com.• Resolved inquiries, complaints, billing issues, and service requests promptly and effectively, maintaining a high level of customer satisfaction.• Educated customers on Walmart corporate policies, product details, and procedural guidelines specific to Walmart.com.• Collaborated with internal teams to address inquiries related to external transfers (ART, WMR+, Pharmacy, Photo, and Relation Teams), ensuring accurate and timely resolution.• Managed local store order appointments such as Curbside Pickup, Returns, Price Match, and Auto carereservations, enhancing customer convenience and satisfaction.• Handled return and refund requests through shipping services including FedEx, UPS, USPS, Pilot, and China Post, ensuring smooth processing and resolution.• Assisted in managing disputed claims with Financial Institutions, manufacturers, MPS, All State, and EBT provider associates, ensuring fair and efficient resolution.• Identified cross-selling opportunities during customer interactions and effectively transferred leads torelevant departments.• Built and maintained trust in the Walmart.com brand by consistently providing efficient and helpfulresponses to customer inquiries.• Achieved set targets and utilized effective techniques to manage tasks efficiently, contributing to team and organizational goals.

Punjab, Pakistan

As the Customer Success & Relations Manager at TSAG within Indus Motor Company, I played a critical role in ensuring customer satisfaction and operational excellence through effective management and strategic initiatives:• Provided exceptional service to clients, customers, and investors of Indus Motor Company, maintainingstrong relationships and ensuring their needs were met promptly.• Conducted various audits including Facility Audit, MB-31, RB-89, Advanced Level, Internal Audit, andfacility audits in compliance with Indus Motor Company standards.• Resolved critical complaints, inquiries, internal issues, and legal matters promptly and efficiently.• Conducted Kaizen events, surveys, and IMC assessments to continuously improve service delivery andmaintain Key Performance Indicators (KPIs) according to IMC standards.• Ensured timely escalation of Voice of Customer (VOC), sampling processes, collaborated withcross-functional teams, and managed warranty claims effectively.• Implemented and maintained TDSP criteria as per Hoshin, participating actively in Obeya meetings to align objectives and strategies.• Attended all IMC sessions, workshops, and meetings to contribute to issue resolution and productdevelopment initiatives.• Implemented HR practices, developed policies, and managed compensation strategies to enhanceemployee retention and satisfaction.• Designed and delivered material and sessions for CPL (Customer Parts Logistics), VOC, internships, andyouth training programs tailored to the relevant audience.