As a Senior Manager, I am responsible for leading the global site with 23 team members. My role involves the strategic implementation of best practices, integrating LEAN and AGILE methodologies to enhance workflow and service delivery. With a focus on escalation resolution and adherence to Service-Level Agreements (SLA), my mission is to maintain the highest standards of technical product support while fostering a culture of continuous improvement and team empowerment.1. Lead and manage… Show more As a Senior Manager, I am responsible for leading the global site with 23 team members. My role involves the strategic implementation of best practices, integrating LEAN and AGILE methodologies to enhance workflow and service delivery. With a focus on escalation resolution and adherence to Service-Level Agreements (SLA), my mission is to maintain the highest standards of technical product support while fostering a culture of continuous improvement and team empowerment.1. Lead and manage a team of technical support specialists, providing guidance and coaching to ensure exceptional client service.2. Develop and implement strategic plans to enhance client satisfaction, improve processes, and increase team efficiency.3. Collaborate with cross-functional teams to align technical support with business objectives.4. Ensure timely and effective resolution of complex client technical issues, escalating when necessary.5. Develop and maintain comprehensive knowledge of S&P Global Market Intelligence products and services.6. Continuously assess and refine technical support processes, identifying areas for improvement. Show less

1. Implement quality assurance measures to ensure high standards of service delivery.2. Monitor and analyze client feedback, using insights to drive process enhancements.3. Recruit, train, and develop technical support specialists, ensuring the team has the necessary skills and expertise.4. Set performance goals, conduct regular evaluations, and provide constructive feedback.5. Encourage collaboration, innovation, and knowledge sharing within the team.6. Provide regular… Show more 1. Implement quality assurance measures to ensure high standards of service delivery.2. Monitor and analyze client feedback, using insights to drive process enhancements.3. Recruit, train, and develop technical support specialists, ensuring the team has the necessary skills and expertise.4. Set performance goals, conduct regular evaluations, and provide constructive feedback.5. Encourage collaboration, innovation, and knowledge sharing within the team.6. Provide regular updates to senior management on client satisfaction, team performance, and technical support metrics.7. Communicate technical support initiatives and best practices across the organization.8. Develop and maintain accurate records and reports, ensuring transparency and accountability.Other Responsibilities1. Stay up-to-date with industry trends, emerging technologies, and competitor activity.2. Participate in special projects and initiatives, contributing technical support expertise.3. Ensure compliance with company policies, procedures, and regulatory requirements. Show less

Currently working with S&P Global Market Intelligence (Fortune 500 Company) as Assistant Manager Product Operations (Application support).As a senior member of Product Operations group, I am accountable for supporting S&P Global's client from around the globe. Working towards the supporting our Web and Excel based products.• Providing the highest level of technical product support to S&P global clients.• Participating in product testing to ensure that our products meet the… Show more Currently working with S&P Global Market Intelligence (Fortune 500 Company) as Assistant Manager Product Operations (Application support).As a senior member of Product Operations group, I am accountable for supporting S&P Global's client from around the globe. Working towards the supporting our Web and Excel based products.• Providing the highest level of technical product support to S&P global clients.• Participating in product testing to ensure that our products meet the highest standard for client experience.• Working with IT team of our clients for product deployment through single or package installations.• Spearheading the team of 9 in Pakistan.• Participating in special projects that enhance SPGMI’s operational excellence by reducing deficiencies and removing inefficiencies. Show less

Handling Call center Traffic and maintaining service level.Online Monitoring and managing employee adherence issues.Reporting and analysis for call center optimization and occupancyUpdating Management with Call center stats on hourly basis.Running outbound campaigns for marketing surveys and up selling projects by assigning agents with appropriate skills depending on workload.Achievement: 1- Designed KBS (Knowledge Base System) for the company employees2- Designed… Show more Handling Call center Traffic and maintaining service level.Online Monitoring and managing employee adherence issues.Reporting and analysis for call center optimization and occupancyUpdating Management with Call center stats on hourly basis.Running outbound campaigns for marketing surveys and up selling projects by assigning agents with appropriate skills depending on workload.Achievement: 1- Designed KBS (Knowledge Base System) for the company employees2- Designed online social community portal for call cener employees2- Designed and Implemented Call Center Database Management System. Show less

Worked as Customer Services Officer, where based on my performance was promoted as Team coordinator of Call Center team comprising 35 agents.Used to manage, lead and guide them to be up to the mark for Customer Services Support.

Handling company's 12 online projects along with troubleshooting and updates.Search Engine Optimization for the products on company websites.Providing real time IT solutions for regional offices related to Network Implementation.Achievement: Implemented Microsoft server 2003 on LANSoftware Developer at Firm named K-Soft a subsidiary of KRL.Developed HR management system on generic requirements. With user-friendly interfaces and Delphi tools. Finger prints… Show more Handling company's 12 online projects along with troubleshooting and updates.Search Engine Optimization for the products on company websites.Providing real time IT solutions for regional offices related to Network Implementation.Achievement: Implemented Microsoft server 2003 on LANSoftware Developer at Firm named K-Soft a subsidiary of KRL.Developed HR management system on generic requirements. With user-friendly interfaces and Delphi tools. Finger prints recognition systems and SQL databases were involved. Show less