Hasham Akram Email & Phone Number

Karachi, Pk

• Develop new portals and dashboards, in liaison with the IT team, for reporting and visibility • Ensuring optimized operations processes to reduce cost and maximize productivity • Closely monitor premium products’ deliveries and ensuring their KPIs are met• Ensuring that all the company SOPs and policies are being followed by operations across the network• Lead morning conference call with area teams – discuss every day’s performance and any discrepancies or disorders in operations • Develop and implement strategies that help the operations teams to improve their success ratio• Suggest suitable solutions to deal discrepancies and disorders in operations

Karāchi, Sindh, Pakistan

• Lead a team of 200+ debriefing professionals to handle ECom business• Manage loads of 13k+ shipments daily and ensure that the undelivered ratio is at a minimum• Work closely with operations and ensure quality and timely deliveries• Manage the end to end process of hiring and payouts for all WFH staff• Stay in continuous coordination with the Sales team to prepare feasibilities of new projects

• Respond to customers’ emails efficiently ensuring that the TAT is met• Cater customer grievances and special requests efficiently• Raising matters to relevant authorities for quick investigation and urgent resolutions• Train and guide subordinates about following the best practices at work and how to keep an effective communication channel

Karāchi, Sindh, Pakistan

• Handling all walk-in customer complaints and take all possible actions to resolve issues to the customer’s full satisfaction.• Delivering best-in-class customer service by fulfilling each customer's unique needs while adhering to TCS policies.• Liaising with debriefing / operations to address issues with regards to undelivered shipments andpending issues raised by customer services Head Office.• Logging all walk-in customer complaints and queries accurately• Coordinating with operations department for HFC shipments and ensure smooth delivery over thecounter.• Ensuring all set KPIs are followed to enhance customer satisfaction.• Assessing alternates in order to satisfy customer needs and selecting the best solution for optimal customer experience.• Proactively assessing deliveries on the network, for smooth flow of operationsRelationship building with POs and other departments.

• Identifying the cause of the problem by asking probing questions from the customers and conducting investigations where necessary and provide solutions.• Assessing alternates in order to satisfy customer needs and selecting the best solution for optimal customer experience.• Facilitating customers with corrective measures to ensure service recovery• Catering service requests of customers.• Proactively assessing deliveries on network, for smooth flow of operations• Relationship building with POCs and other departments.• Providing reports based on analysis to customers on need basis.

Tcs Headquarters

Bachelor Of Science - Bs, Computer Science

Intermediate (Pre-Engineering), Engineering