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 objectives. My key responsibilities include:•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 long term productivity objectives. My key responsibilities include:•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 shortfalls in the operation on a real time basis. •Achievement of KPI's and Service Delivery Standards according to BPO SLA's.•Management of client’s grievances/complaints and ensure proactive measures to reduce the count of escalations from the clients.•Effective Client Management for smooth operation running and improve overall quality index.•Periodic review of policies and areas of improvement identified through reports (i.e. quality & quantity reports) & ensure timely actions w.r.t staff counselling for achievement of targeted goals.•Ensure measures to sustain current revenue stream and meetings with potential clients for new business opportunities. Show less

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. Ensure performance is optimized and consistent with our customer service vision. Address and correct shortfalls in the operation on a real time basis. My key responsibilities include:•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 productivity objectives. Ensure performance is optimized and consistent with our customer service vision. Address and correct shortfalls in the operation on a real time basis. My key responsibilities include:•Lead the team that plans, forecasts and schedules the manpower requirements.•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.•Management of Call Center BPO projects and overall coordination with the internal departments and external vendors.•End to end management for voice of customer through contact center IVR and getting the loop closed after call backs to dissatisfied customers. •Prepare and administer division budget; prepare cost estimates for budget recommendations; justifications for budget items; monitored expenditures.•End to end management of MNP Acquisitions and Support via Contact Center channel.•Oversee functionality of Call Center systems and reports. •Collaboration with Call Center management team.•Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.•Real-time and periodical performance counseling. Show less

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 Retention, New MNP acquisitions through mass & retail channel. Participating in marketing campaigns and product… Show more 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 Retention, New MNP acquisitions through mass & retail channel. Participating in marketing campaigns and product launches.Performing customer surveys & mystery shopping to capture customer feedback.Performance analysis of outbound programs.Identification and articulation of reporting requirements.Collaboration with internal departments.Periodical performance counseling and appraisals of 160 personnel. Show less

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 execution of Ufone service quality moto “Service First”, where key responsibility was to ensure that 10 services… Show more 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 execution of Ufone service quality moto “Service First”, where key responsibility was to ensure that 10 services commandments are practiced at Ufone customer touch points.Managed e-business support team to handle all customer’s inquiries & transactions through online service. Show less

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 processes.

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 well as policies and procedures by conducting shift meetings and sessions as per requirements.

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