A customer focused individual with over 14 years of experience working in a fast pace call centre environment dealing with a diverse client base.Extensive knowledge of call centre metrics, operations from workforce management to programming and scripting both inbound and outbound capacity.Managed transition and demonstrated abilities in efficient staffing.Successfully managing contact center operations for IESCO,LESCO,SNGPL, Cinepax, Witribe, Al-Razi Health Care, Haier,Vopium,Metro,Isloo Fresh, Service Sales Corporation,Mobilink-MNP, and Samsung.Projects:Setup and successfully managing Contact Center Operations of PITC (Power Information Technology Company) Setup and successfully managing SNGPL Contact CenterSetup and successfully managed LESCO Contact CenterSetup and successfully managed IESCO Contact Center Setup and successfully managing Service Sales Corporation's helplineSetup and successfully managed Moibilink's MNP program - Outsourced to Ovextech Pakistan Setup and successfully managed OLX Pakistan's outbound campaign Achievements:Devised and implemented processess for each and every task to ensure maximum productivity and efficencySuccessfully implemented Quality Service Measurement (QSM) programSuccessfully implemented the concept of cross training for Contact Center Managers.Enhanced productivity by 30% on Witribe programEnhanced call answering percentage on Samsung and SNGPLAchieved project objective on OLX Pakistan program by maintaining high productivity and quality within the given timelines