• 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• Project lead for creation of quick tutorials for internal and external customers

• 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• Assessing training and development needs and responsible for developing and delivering tailoredtraining programs across the Contact Center including systems, processes, policies and leadership• Developing Strategies & SOPs with concerns of all departments for Contact Center Operations andPTCL products handled at Contact Center• Coordination with product owners/stakeholders at zonal/HQ level for PTCL product updates andissues faced by operations in providing support for these products• Developing new training strategies to meet the needs of the digital era and streamliningdigitalization

• 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 related applications • 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 • Developing constructive feedback/voice of customer through test calls, work code analysis and spot-checks• Periodic review & analysis of suggested guidelines, complaint handling & processes to bring simplification which causes ease for the customers • Suggesting action plans to improve FCR for most common queries/complaints

• 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• Put forth recommendations for awards

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.• Conducted training sessions of new hires and weak team members.

• 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