Muhammad Asim Email & Phone Number

Lahore, Pk

Lahore, Punjab, Pakistan

- Assist in managing the product support team, providing guidance and mentoring.- Resolve escalated customer issues and ensure satisfaction.- Help prioritize tasks and meet service level agreements (SLAs).- Identify areas for improving efficiency and propose solutions.- Assist in onboarding and training new team members.- Track and report team performance, customer feedback, and support metrics.- Handle high-priority cases and liaise with other teams for resolution.- Stay updated on Joblogic products to support customers effectively.

Lahore, Punjab, Pakistan

- Understand customers’ tech project portfolio and priorities: workflow optimization, and automation needs.- Proactively introduce Joblogic products, including APIs, to optimize workflow and drive efficiency.- Prepare and conduct regular customer reviews, gathering feedback.- Promote new functionalities and benefits of Joblogic software.- Review product adoption, optimize usage, and ensure maximum benefits.- Manage customer perception, and focus on success and benefits.- Support demos, evaluation, testing, configuration, rollout, and adoption.- Consult customers on best practices for Joblogic solutions.- Map Joblogic solutions to customer needs for optimal performance.- Advocate for customers, and resolve complex technical issues.- Partner with sales and product teams, and propose changes for efficiency.- Showcase Joblogic products and APIs via technical presentations.- Collaborate with customers’ development teams for integration.

Lahore, Punjab, Pakistan

- Replicate, understand and troubleshoot end-user technical / non-technical issues via telephone, email or live web Chats.- Provide restorative or maintenance actions to resolve end-user problems.- Manage customer escalations by agreed SLAs and support agreements.- Maintain a high level of customer engagement and satisfaction.- Responds to end-user problems whilst thinking outside the box to provide bespoke solutions to individual customer needs.- Ability to present complex technical information to non-technical audiences.- Track incidents and calls, entering data timely and accurately into the Tracker (Ticketing Software).- Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate to the relevant teams.- Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.- Adapt to/learn new product enhancements quickly to include in training resources.

Lahore, Punjab, Pakistan

- Build strong credible relationships with our clients by supporting them to optimize and maximize their return on investment (ROI) from our medical aesthetic services.- Act as the “Voice of the Customer” internally and use this valuable feedback/insights to drive the customer experience.- Actively organize and manage operational and strategic business reviews with management.- Monitor and measure customer satisfaction and take proactive action to remedy any concerns.- Continually improve my knowledge of both 3D Lifestyle offerings to ensure that we are delivering the best possible service to our clients.- Liaise with internal teams to ensure client needs are being met; coordinate the service provided by Onboarding, Sales, Marketing, Finance, and Product.- Partner with Sales to manage customer success metrics and expectations.- Analyse and monitor customer data to draw insights and optimizations, communicate those findings to clients, and adjust campaigns for better performance.- Transformed the monthly revenue of 9 branches, which were posting losses at 75% to achieve 125% in profits within two months.- Monthly update the Operations Head the state of Territory-wide operations and customer complaints.- Understand revenue targets for the territory and the breakup among the centers.- Communicate revenue targets to Branch Managers and Aesthetic Consultants.- Track and monitor all Branch Managers' performance across the Central Punjab region.- Work closely with Branch Managers on Client Arrival Ratio and other KPI's.- Educate the Branch Managers on Client Retention and educate them regarding new promotions introduced by the company.- Give training to newly hired Branch Managers in my Territory.

Lahore, Punjab, Pakistan

- Setting up a 24/7 shift roaster by keeping the needs of team members.- Making sure of the team's Dependability and performance regarding work.- Attending client meetings and updating other team members to work according to SOP.- Managing daily, weekly, and monthly performance reports and sharing them with upper management.- Consulting via telephone and email to understand user problems, run through testingscripts as a technical person.- Update software versions with patches and new installations to close security loopholes and protect users.- Observed system functioning and entered commands to test different areas of operations.- Collaborated with the support team to assist client stakeholders with emergent technical issues and develop effective solutions.- Manage and take responsibility for tickets using ZOHO and manage engine CRM.- Take care of L1 tickets and escalate the tickets to other relevant teams NOC, SOC, VOIP, etc.- Hands-on experience with Windows server, Active Directory, O365, and VPN set

Lahore, Punjab, Pakistan

- Provide consistent and ongoing mentoring, coaching, and training that focuses on improving call center leadership, morale, and performance, and employee retention.- Maintain and improve consistency among all levels and departments of the organization regarding call quality expectations.- Develop a positive team relationship by being supportive, visible, and easily accessible.- Manage, hire, motivate, coach, develop, and retain QR's.- Establish and monitor production standards and adherence to policies.- Resolve production challenges in an urgent, deliberate manner.- Gather and proactively share Best Practices to help improve the performance of each QR and overall call center call quality.- Direct team to identify opportunities for process improvement.

Lahore, Pakistan

- Ideate, build and run large-scale experiments to understand user behavior and how we can provide a better user experience.- Reduce friction for customers by pro-actively identifying and resolving issues.- Run heavy analyses on customer support data to identify and track issue themes.- Direct and advise supervisor staff in providing reports to the management regarding shift operations.- Direct and Set standards for Quality Assurance Department.- Prepare reports for management to evaluate project operations.- Analyze and prepare efficiency reports of the different team reporting to me.- Develop innovative and cost-effective SOPs for clients in order to increase the client's business.- Defining projects/campaigns and targets, monitoring, and allocation of work to each team member ensuring all work is completed within the given timelines.- Using loop closure techniques to cater to complaints efficiently and providing first call resolution.

Dubai, United Arab Emirates

- Established budget and cost control procedures to ascertain the tracking of all project costs.- Provided accurate project manpower costs and forecast based budget.- Reviewed and analyzed budget and expenditures for each project component.- Ensured that payments (credit and debit) are made duly.- Identified and reported cost overruns/under-spends so that project management can take appropriate actions.- Regularly visited sites to collate data and to review cost control performance.- Facilitated effective interaction with corporate and technical functions.- Shared project phase leaders and management the business reasons for variances to budget and investment dossier on a timely basis.- Validated consistency of cost reporting to contracts, change orders, and purchase orders.- Evaluated percentage of completion.- Prepared and provided project cost reports as required.- Played an integral role in the initiative of Renoir Management Consulting to increase productivity; achieved a 35% improvement in productivity across the site project.

Dubai, United Arab Emirates

- Utilized applications, software, and tools to supervise all user access management activities by Mashreq Bank & Subsidiaries users to assure access level role modifications required by the business in compliance with the bank’s security policies.- Functioned in close collaboration with Information Security (GIS) team and Mashreq IT team/vendor to generate and modify new access roles & groups in different banking applications and resolve user’s accounts role issues.- Handled user access requests for all Mashreq applications with required access according to access matrix profile as well as managed all service/incident requests within a defined SLA period.- Generated and reviewed access matrix, users/role reports of various applications to the department head, internal audit (GIA), and external audit as and when required.- Swiftly responded to all audits requested information or observations rose by internal, external audits, and IT QA to fulfill compliance and audit requirement.- Executed GIS periodic revised access/role levels for all the Mashreq applications & users and realized access matrix approved by the business department and GIS.- Ensured strict compliance with relevant IT-Department and GIS processes/policies while performing duties.- Actively attended and organized the user management modules training from the application team, projects team and vendors, etc.

Bachelor Of Business Administration - Bba, International Business, 3.2

Activities and Societies: - Elected as the class representative for three consecutive years. - Organized many events during.

High School Diploma, Business/Commerce, General, 11Th & 12Th

Activities and Societies: Debate Team, Cricket Team, and Badminton Team.Passed my Higher Secondary School Certificate with majors.