Gohar Shafiq Email & Phone Number

Toronto, On , Ca.

Toronto On

• Increased sales in sustained business relationships surpassing sales targets for promotional business gift items• Devised and designed successful pitch for new digital products for promotional products resulting in unprecedented sales results setting new sales targets.• Implemented strategies for promotional products use in SME throughout Australia by focusing on “Customer Experience” and “Utility Value” resulting in higher customer satisfaction

Head Office, Riyadh Saudi Arabia

Greatly helped by genius seniors and extraordinary team members.Humbled by the Presidents Service Excellence award in 2007 I was able to:-Grow Banks’ contact centre from 142 seats to 632 seats / agents, in 5 years. Resource optimisation increased - TSF% Telephone Service Factor (calls answered within 25 Sec) from 58% to 93%.( A multi-lingual and multi-layered contact centre – 3 Languages – 3 customer segments, silver, gold and diamond customers). 135 seats for tele-sales and 497 for… Show more Greatly helped by genius seniors and extraordinary team members.Humbled by the Presidents Service Excellence award in 2007 I was able to:-Grow Banks’ contact centre from 142 seats to 632 seats / agents, in 5 years. Resource optimisation increased - TSF% Telephone Service Factor (calls answered within 25 Sec) from 58% to 93%.( A multi-lingual and multi-layered contact centre – 3 Languages – 3 customer segments, silver, gold and diamond customers). 135 seats for tele-sales and 497 for service. -Achieved above par KSF (key success factors) for industry KPIs – ASA (Average speed of answer) from 72 sec to 33 sec.-Expanded contact centre services portfolio from 67 services to 218 services offered via phone/online/text/app.-Highly celebrated conversion of 83% services delivered from traditional branch banking to the banks contact centre – relieving the service burden and expense from 4.75$ / transaction down to 0.70 $ / Transaction.-A 2-year battle to include Utility Bill Payment and Stock dealing via automation on phone as well as online. -Developed policy & procedures for new and existing services in absolute compliance with the Banks’ information security, risk, policy as well as the Governments’ regulatory policies with mutual coordination.-Service continuation–Contingency plan periodic testing ensuring effectiveness with 100% service availability–Alternative locations.-Developed various teams specialised for specific needs as bank-wide campaigns sales and service, customer education and support, Training needs, capacity optimization and courteous service. -Achieved Highly Appreciated FCR% (First Contact Resolution) from 12% to 71% - by coordinating with technologies – Testing (UAT)–implemented several, state of the art systems enhancements for customer and CSR empowerment. -Instilled – quality on phone and customer interaction – increasing customer satisfaction from 44% to 89% - by strict quality policy and call listening – coaching procedures in place. Show less

Pakistan, Bahrain & Saudi Arabia

• Digital, new media marketing – Unprecedented success of market response ROI and new market development, by means of Interactive CD profile which had info-documentaries, products details and the success stories• Initiated, coordinated and managed each project for interactive CD profile, website development, and digital signature• Established multimedia production house from leads generation, sales, and production process to lasting customer relation• Provided exporters with a… Show more • Digital, new media marketing – Unprecedented success of market response ROI and new market development, by means of Interactive CD profile which had info-documentaries, products details and the success stories• Initiated, coordinated and managed each project for interactive CD profile, website development, and digital signature• Established multimedia production house from leads generation, sales, and production process to lasting customer relation• Provided exporters with a rejuvenated branding and positioning who were impacted in a negative way by post 9/11 issues Show less

Academic Refresher - Bridging Program Marketing & Sales

Master Of Business Administration (M.B.A.)