Atta Rasool Email & Phone Number

• I am responsible to direct and manage the day to day performance of Ufone Islamabad Contact Centre BPO operations by ensuring that our planning and infrastructure meets both the short and long term productivity.
• Management of Call Center BPO projects and overall coordination with the internal departments and external vendors.
• Ensure performance is optimized and consistent with our customer service vision.
• Address and correct… Show more I am responsible to direct and manage the day to day performance of Ufone Islamabad Contact Centre BPO operations by ensuring that our planning and infrastructure meets both the short and.
• Address and correct shortfalls in the operation on a real time basis.
• Achievement of KPI's and Service Delivery Standards according to BPO SLA's.

Islamabad, Pakistan

• Primarily I am responsible to direct and manage the day to day performance of Ufone Islamabad Contact Centre by ensuring that our planning and infrastructure meets both the short and long term productivity objectives..
• Lead the team that plans, forecasts and schedules the manpower requirements.
• Develop… Show more Primarily I am responsible to direct and manage the day to day performance of Ufone Islamabad Contact Centre by ensuring that our planning and infrastructure meets both the short and long term.
• Develop strategies for routing interactions to make the best use of manpower resources.
• Recommend and implement the key KPI’s that build efficiency. Develop, direct and implement the key KPI’s that build efficiency (cost/productivity/speed of service) to deliver a high performing environment.
• Management of Call Center KPI’s.

Islamabad, Pakistan

Responsible for the development, implementation, enhancement and support of outbound systems and strategies.Customer feedback collection and improving customer experience through coordination with Ufone CEM Team by providing data of detractors. Driving the sale of all promotion happening in the brands through suggestive selling and Tele-marketing.MNP.

Islamabad, Pakistan

Active input to Customer Retention & Loyalty Strategic Decisions.MNP Customer Lifecycle Analysis & Reporting.Design (of relevant Customer Operations Processes) and execution (end-to-end) of Customer Retention, Loyalty, and Acquisition Campaigns.Campaign Performance Reporting & AnalysisChurn Reporting & Analysis.Active member of the team responsible for.

Islamabad, Pakistan

Management of CRM release, UAT case Development, Functionality Testing, Document & version control.Execution of developments on CRM.Management of schedules, vendor and client relations.Development and implementation of business support strategies.Effective Management of 24x7 Customer Support operations.Development of customer correspondence policies and.

Islamabad, Pakistan

Business correspondence validation and approval.Collaboration with the regulator (Pakistan Telecommunication Authority) regarding written consumer complaints. To achieve assigned quantitative individual and team performance targets as per scorecard.To ensure that team members are well informed with updated information related to product and services as.

Islamabad, Pakistan

Drafting of response letters against customer written complaints.Collaboration with the Legal Department of the company.Effective Communication with internal and external customers.To provide excellent customer services while in contact with customers over the telephone in accordance to the defined SOPs.

Researched and compiled the areas of interest for prospective exporters as required for the Export Answer Book, a collaborative project of SMEDA (Small & Medium Enterprises Development Authority) and ITC-Geneva (International Trade Center).

Played an active role in vendor selection, policy documentation, administration records management, and market research prior to the commercial launch of the organization as Ufone.Assisted in day to day operations of the Pre Launch Project Office.

Ms (Marketing), A

Finance For Non Financial Managers, Finance And Financial Management Services

Activities and Societies: Certificate of Attendance & Completion

Voice Of The Customer, Customer Service Management

Activities and Societies: Certificate of Attendance & Completion

Master Of Business Administration, Marketing

Bachelor Of Science, Mathematics & Physics