Faisal Ahmad Email and Phone Number
Faisal Ahmad personal email
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A dedicated quality specialist. Expert in analysis, customer services, scheduling, problem solving, relationship building, training and support. Respected builder and leader of focused teams.Lead by example and ensure the execution of all policies and procedures. Ability to train, motivate and supervise employees. My extensive experience are as follow:Analytical SkillBusiness AnalystForecasting AnalystOperation AnalystSchedulerPerformance DashboardResource OptimizationRecruitment SpecialistCustomer Relationship Management (CRM)Team Coordination People Management Customer Service Management Services Operations & Management Development of High Performance Teams Complaint Handling & Resolution Back-End Supervision Team Training Up-Selling/Sales Support Policy & Process DevelopmentCall Center Operations HR Operations Quality Assurance & Quality of Service Coaching and CounsellingProcess Flows Customer HandlingInitiatives Recruitment/Hiring of new candidates for Contact Center (Third Party Contract and Permanent)Additional responsibility of Contact Center CoordinatorShortfall, misused of facility and system reports share with floor managementDeployment of 3G and MFS (Waseela Bank) back-end help line in Contact Center South Scheduled Ladies Day Out eventArranged FST Dangal & CCPL Cricket eventSharing AHT report Streamlined Quality Assurance ReportsPDR analysis of whole Contact CenterSharing leaves trend of GroupShared Analysis on JSA-789 calls samplingMasked CLIs analysisManaged event on Independence and EID DaysAnalysis on projects of Outbound TeamMade a calling stats report of Outbound Team to review new targetsMaintained a yearly performance report of individual Team members as per KPIAnalysis on Evaluations & Customer Experience Report of all Team MembersShared analysis on improvement areas
Nadec Foods
View- Website:
- nadec.com.sa
- Employees:
- 3258
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Specialist Fleet Support (Supply Chain Ksa And Gulf) Fleet And FridgesNadec FoodsRiyadh, Sa
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Specialist Fleet Support (Supply Chain Ksa & Gulf) Fleet & FridgesNadec Foods Oct 2021 - PresentRiyadh, Saudi Arabia
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Fleet Services Supervisor (Supply Chain-Ksa & Gulf) Fleet & FridgesNadec Foods Feb 2017 - Sep 2021Riyadh-Saudi Arabia
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Call Center-Senior Manager Planning, Capacity And Forecasting-NationwideUnited Bank Limited Nov 2016 - Jan 2017Karachi, Pakistan -
Operations Analyst & Scheduler - Workforce ManagementJazz Nov 2014 - Jun 2016Karachi-PakistanOPERATIONS ANALYST & SCHEDULER - WORKFORCE MANAGEMENT Responsible for scheduling Agents(600+) in Contact Center using workforce management(WFM/ Blue Pumpkin) Exceptional command of advanced forecasting techniques for inbound & outbound platforms Weekly traffic pattern review to define the most appropriate resource allocation methods Forecast workforce capacity needs keeping in view of current, historical, demographical & segmented volume Preparation of reports on daily, weekly, bi-monthly & monthly basis for higher management Maximizing Agents productivity & leave administration for all staff Contact Center Floor management, staff motivating, coaching & counseling techniques Calculating trunk requirements, forecasting call load and monitoring of staff performance Nationwide traffic and load management, while utilization of “Best Call Routing” among three Centers Live and historical adherence monitoring to attain set goals Compilation of Monthly performance incentives Plan, EDAs, payouts for about 600+ Staff Complete understanding of AVAYA solution, (Ad-hoc & CMS etc.) Statistical review and analysis of “Service Levels” & Customer Satisfaction Survey Creation of Reporting templates for outsourced staff Preparing Daily/Monthly/Quarterly/Annual performance reports of 600+ Staff Prepare Contact Center Headcount for HR Staffing Contact Center Teams Reshuffling on yearly basis Assigning functions in Impact 360 (WFMS) in view of historical, demographical & Segmented Call flow Scheduling trainings for all Call Center staff Daily reporting includes Service Level, Manning, Agent Shrinkage & Occupancy -
Additional Responsibility Of Contact Center CoordinatorJazz- Team Leader Qa,Inbound & Outbound, Cc Coordinator,Tc Backend Dept & Inbound Cc-Recruitment Sep 2013 - Dec 2013Karachi-Pakistan Keeping the record of resignation and processing the documents to HR End to end coordination of recruitment process of contact center and keep track of hiring Follow-up with support departments for effective system login management (activation/deactivation) at the time hiring or resignations Coordinating with respective department in all kinds of transfers/ movements New Hires Training Status, coordination with QAT Help in maintaining Contact center database (i.e. Seible, softphone, Nadra, Avaya, mailing address, official/employee phone, monthly grades, Salary/deductions, attrition reasons etc.) Reporting the attendance status of Floor supervisor and Floor Managers to CCM Help floor management for KPIs calculation and keep a record of the monthly grades for TLs, FS & FM KPI related Summary to CCM Help floor management for contact Center annual performance appraisals and maintain historical performance details of all employees (promotions/ demotions) Highlight areas which are escalating repeatedly Contact Center Event Management (Monthly Awards Ceremony from printing and signing of Certificates to distribution of Awards) Managing Distribution from HR (Magazines, cards etc.) To support floor management for smooth execution of different recreational activities in Contact Center Collect in house training nominations from floor as and when required, compile and send to CCM and keep record of it Monitor daily operational activities as directed by CCM Perform other tasks as assigned
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Team Leader Of Contact CenterMobilink- Team Leader Of Cc Feb 2012 - Dec 2013Karachi-Pakistan Evaluated Calls taken by the CSR’s and provided them the feedback based on the requirement of Quality Services on daily basis Provided the CSRs all the necessary coaching required Kept the check on all the Team Members Daily Performances through MBWA (Managing by Walk About) Provided timely feedback after listening to the CSR’s live call Represented the Team Performance after every 15 days to the direct hierarchy Kept the track record of every CSR’s leaves Meet the standards of Adherence as per the defined criterion Fulfilled all the needs of the CSR’s whenever required as per the Policies Trouble shooting the problems faced by the CSR’s then and there Dealing with the customers over the call and proving them the First Call Resolution meeting all the parameters of Time lines, Quality standards provided
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Team Coordinator Of Backend Team And Acting Tl Of Outbound TeamMobilink- Team Coordinator Of Backend Team And Acting Tl Of Outbound Team Mar 2007 - Jan 2012Karachi-Pakistan Handled of Blackberry Administration Portals Troubleshoot related to Blackberry and GPRS Training of team on periodic basis Coordination with other departments for follow-up of complaints Analysis on team performance for the whole month Presentation of month end report to management Shift highlight and other reports as per requirement Assigning Projects/Survey to team
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Team Leader In Quality Assurance DepartmentMobilink-Team Leader In Quality Assurance Department Jun 2005 - Feb 2007Karachi-Pakistan Provided proactive support to floor through constant spot-check and feedback Monitored Team Performance, targets, variances, errors, adherence etc. Evaluations Prepared of Daily Feedback and Data to Analyst -Based on total evaluations Reviewed Reversals and compiling reversals for QA supervisors Ensured Daily calibration is done Compilation of TNA feedback Correspondence with different departments for implementation and amendments in the policies and procedures Training and coaching of new QA Supervisors and refresher training Refreshers on products / services / complaint handling skills/SOPs. After verification with other departments Attended weekly clinics for highlighting the top areas of deductions
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Ccr & Team Coordinator In Contact CenterMobilink-Ccr & Team Coordinator In Contact Center Aug 2003 - May 2005 Handled of calls from customers Maintained follow-ups regarding customer queries Managed team meetings and presentations Managed information regarding day to day queries Training of newly hired representatives regarding system and product information Work load sharing
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Finance OfficerEms & At Franchise (For Mobilink) Apr 2001 - Jul 2003Karachi-Pakistan Customer dealing Reconciliation of Cash and reporting to Head Office on daily basis Maintain Bank Reconciliation on monthly basis, Daily Activity Reports, Stocks Reports Booking of New Stocks Sales processing. -Postpaid, Prepaid, Scratch Cards. Handling of Sales Return and Bill Adjustment. All Cash Room Activities
Faisal Ahmad Skills
Faisal Ahmad Education Details
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Institute Of Modern Knowledge,Minsk, Belarus - Институт Современных Знаний Имени, Минск, БеларусьManagement
Frequently Asked Questions about Faisal Ahmad
What company does Faisal Ahmad work for?
Faisal Ahmad works for Nadec Foods
What is Faisal Ahmad's role at the current company?
Faisal Ahmad's current role is Specialist Fleet Support (Supply Chain KSA and GULF) Fleet and Fridges.
What is Faisal Ahmad's email address?
Faisal Ahmad's email address is fa****@****ail.com
What schools did Faisal Ahmad attend?
Faisal Ahmad attended Institute Of Modern Knowledge,minsk, Belarus - Институт Современных Знаний Имени, Минск, Беларусь.
What are some of Faisal Ahmad's interests?
Faisal Ahmad has interest in Social Services, Children, Manage People, Team Building, Work On Projects, Environment, Recruitment/hiring, Education, Motivation, Playing Cricket.
What skills is Faisal Ahmad known for?
Faisal Ahmad has skills like Team Management, Management, Team Leadership, Leadership, Teamwork, Microsoft Office, Contact Centers, Time Management, Call Centers, Customer Service, Telecommunications, Project Planning.
Who are Faisal Ahmad's colleagues?
Faisal Ahmad's colleagues are Sulthan Khan, Muhammad Asghar Asghar Gujjar, Naif Alsaleh, Leon Sabillo, Ramesh Boney Boss, Mohammad Ahmad Alameer, Ahmed Ahmed.
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