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.
• 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.
• 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.
• 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.

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.

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.
• 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.

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.

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.
• 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.