Ali Mazhar Email & Phone Number

Burlington, ON, CA

• Responsible for development of content for e-Learning courses that meets the training needs of 2000+ staff across the customer care function at PTCL Group (PTCL+ Ufone)
• Working on the adopt e-Learning courses and digital content
• Responsible for managing & developing inhouse developed Learning Management System (LMS)
• Effective Execution of Monthly Knowledge Management Assessment of 2000+ staff across the customer care function at PTCL Group (PTCL+ Ufone)
• Responsible for the enhancement & health management of Knowledge Management database
• Project lead for the digitalization of training content

• Automation of Training Function through development & implementation of Training Management System (Team Project)
• Digitalization of Trainings through development, implementation and execution of Learning Management System (LMS) and creating digital content (Team Project)
• Development of Answer Flows - One of its kind of initiatives in Contact Center industry of Pakistan (Project Lead)
• Led a Nationwide Team for information dissemination and content development for all Customer touch points (Project Lead)
• Leading and developing an effective Training Team that is able to fulfill all training requirements ofContact Center
• Working to establish and support a learning environment that encourages staff development inContact Center fundamentals, managerial competencies and technical expertise

Canada

Lahore

• Ensuring excellent customer experience through regular evaluation of interactions between front line representative and customers
• Developing contact center human capital with best practices of customer facilitation through one on one and team sessions
• Worked with IBEX (outsourced partner) at their location during outsourcing for 2 months during transition phase and provided support to IBEX QA and IBEX Operations team in streamlining processes and understanding of.
• Closely working with IBEX QA & Operations to improve quality standards and their performance has been improved from 79% to 87% within last couple of months
• Mentoring & coaching low performers, identified in regular evaluations, through dedicated individual sessions with strong follow-up to gauge improvement
• Sharing weekly and monthly performance trends along with findings to bring immediate improvement

Lahore

• Led team of 13 -17 team members to facilitate customers upfront with best customer care skills
• Handled escalations to facilitate customer with best available resolution
• Closed loop of customers’ issues via inter-departmental coordination
• Arranged team meetings & discussions with QA mentor to ensure quality in services
• Provided required assistance & training to new hires ensuring strong product knowledge & call handling skills
• Initiated practices that promote team development and performance

• This position gave experience of acting as a bridge between teamand team leader.As a team cord;
• Got the exposure of leading team in the absence of team lead.
• Maintained QA and AHT of the team.
• products/offers being introduced and promptly updated team as well.
• Managed and helped TL in development of team decorum, alignedwith the culture of organisation.
• Ensured team adherence, call listening and feedback to agents based onevaluation by QA.

• Answered and handled customer's queries/complaints according to Quality Standards
• Worked hard to provide solution to customers at first call attempt
• Improved my own communication and negotiation skills
• Learned multitasking and meeting deadlines
• Polished skills to work in high pressure and dynamic environment

Pgd Human Resource Management, Hrm

Professional Development

Business Administration, Management And Operations

Bachelors In Science Studies (B.Sc.), Pre-Engineering