Jaffer Abbas Email and Phone Number
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-Analyzing and Forecasting Region wise performance in terms of KPIs (MOU, ARPU, Subscribers, etc). Identify, with reasons, abnormal changes in key attributes revenue, recharge and subscriber’s activity level.-In light of overall business scenario, provide consulting/pit stop services to the Management.-In depth analysis of campaigns (gross adds, VAS Selling,etc), promotions/offers (price change impacts, bundles) both in terms of quality and business case analysis.-Market share analysis in terms of subscribers & revenue.-Development of daily, weekly & month dash boards for quick analysis & reporting. -Managing the process of new reports development in BO and the Ad-hoc requirements based on Set definitions.-Managing the process of change in reports due to new products/promotions.-Customer Experience Management (CEM) Professional.-Process Improvement through BPR (Six Sigma). Yellow Belt Certified.-Designing and Implementing Customer Experience Measurement tools including Customer Satisfaction Index, NPS, Geographical Mapping of Users' Network Experience for Network Improvement, 3G/ 4G User Experience Hand Holding, etc.-Behavioral Analysis of Mass/ Segments with Indicators highlighted through BI Data and VoC.-CX Products/ Processes Specification, Design and Implementation.-Product/ Service Experience Measurement.-CX Campaigns Design and Execution.-Star Performer Award in CEM (CM Pak) during the Year 2014.-Hands On Experience of Data Analysis through Tools like MySQL/ MS-Access.-Officially Trained on Advanced Data Analysis through MS-Excel and Cubes.-Defining, and Implementing Organizational Data Requirements for better Customer Insights. -Nationwide Quality Assurance (QA) and Training of various channels like Call Center, CSC, Franchise, Retail, etc.-Planning & Execution, Analysis, and Quality Control (QC) of Quality Assurance & Training Activities Nationwide.-Champion of the Month Award at CM Pak during 2009 (QA&T), 2010 (QA&T), and 2014 (CEM).
Zong Cmpak Ltd
View- Website:
- zong.com.pk
- Employees:
- 4495
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Assistant Manager Business IntelligenceZong Cmpak Ltd Jan 2020 - PresentKarāchi, Sindh, Pakistan-Supporting Regional Management in formulating Regional Strategy.-Analyzing and Forecasting Region wise performance in terms of KPIs (MOU, ARPU, Subscribers, etc). Identify, with reasons, abnormal changes in key attributes revenue, recharge and subscriber’s activity level.-Leading Region on Sites/ Area Profitability Projects.-In light of overall business scenario, provide consulting/pit stop services to the Management.-In depth analysis of campaigns (gross adds, VAS… Show more -Supporting Regional Management in formulating Regional Strategy.-Analyzing and Forecasting Region wise performance in terms of KPIs (MOU, ARPU, Subscribers, etc). Identify, with reasons, abnormal changes in key attributes revenue, recharge and subscriber’s activity level.-Leading Region on Sites/ Area Profitability Projects.-In light of overall business scenario, provide consulting/pit stop services to the Management.-In depth analysis of campaigns (gross adds, VAS Selling,etc), promotions/offers (price change impacts, bundles) both in terms of quality and business case analysis.-Market share analysis in terms of subscribers & revenue.-Development of daily, weekly & monthly dash boards for quick analysis & reporting.-Managing the process of new reports development for Automating Regional Communication and the Ad-hoc requirements based on Set definitions.-Managing the process of change in reports due to new products/promotions. Show less
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Sr. Executive Business IntelligenceZong Cmpak Ltd Mar 2016 - Jan 2020Karachi-Analyzing and Forecasting Region wise performance in terms of KPIs (MOU, ARPU, Subscribers, etc). Identify, with reasons, abnormal changes in key attributes revenue, recharge and subscriber’s activity level.-In light of overall business scenario, provide consulting/pit stop services to the Management.-In depth analysis of campaigns (gross adds, VAS Selling,etc), promotions/offers (price change impacts, bundles) both in terms of quality and business case analysis.-Market share… Show more -Analyzing and Forecasting Region wise performance in terms of KPIs (MOU, ARPU, Subscribers, etc). Identify, with reasons, abnormal changes in key attributes revenue, recharge and subscriber’s activity level.-In light of overall business scenario, provide consulting/pit stop services to the Management.-In depth analysis of campaigns (gross adds, VAS Selling,etc), promotions/offers (price change impacts, bundles) both in terms of quality and business case analysis.-Market share analysis in terms of subscribers & revenue.-Development of daily, weekly & month dash boards for quick analysis & reporting. -Managing the process of new reports development in BO and the Ad-hoc requirements based on Set definitions.-Managing the process of change in reports due to new products/promotions. Show less
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Executive CemZong Cmpak Ltd Jan 2014 - Sep 2016Islamabad- Coordination with departments to create CFTs for improvement of Customer Experience.- New Projects Initiation for Improving Customer Experience- Identification of Potential/ Non Channel Complainants and Problematic Areas specifically for Network Related Complainants VoC through USSD Interface (*797#) to intelligently map their locations wrt problems.- Analysis/ Reporting based on Customer Satisfaction Surveys/ Feedback/ Customer Centric Approach- Analysis on Data… Show more - Coordination with departments to create CFTs for improvement of Customer Experience.- New Projects Initiation for Improving Customer Experience- Identification of Potential/ Non Channel Complainants and Problematic Areas specifically for Network Related Complainants VoC through USSD Interface (*797#) to intelligently map their locations wrt problems.- Analysis/ Reporting based on Customer Satisfaction Surveys/ Feedback/ Customer Centric Approach- Analysis on Data Requirements- Survey Mechanism Development/ Re-Engineering- Customer Awareness Broadcasts for Improving Customer Experience Related to Network.- Timepey Search: Designed for the convenience of Timepey Customers to get the information related to nearest Timepey Retailers. Currently in Development Phase- High ARPU Queue in CC: Developed for the facilitation of High ARPU Customers. Mechanics agreed. Currently in Test Phase.- Products Development Related to Customer Experience Show less
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Junior Executive Quality Operations/ CemZong Cmpak Ltd Jan 2012 - Dec 2013IslamabadSummary of Major Responsibilities are as under:- Survey Mechanism Development- Vendor Selection and Execution for all Third Party Projects- Analysis/ Reporting based on Survey/ Feedback/ Customer Centric Approach- Defining CEM Goals- New Products/ Projects Initiation Related to Customer Experience
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Sr. Quality Operations OfficerZong Cmpak Ltd Nov 2010 - Dec 2011IslamabadPrimary assignment on this job was to manage/ execute the Centralized Reporting Mechanism. Other Responsibilities were: - Development of new Models/ Re-Engineering of Models- Need Based Analysis- Evaluation/ RE-Evaluation of applied tools- Analyzing Staff Performance (Other than traditional QA Evaluation Tools)- Meeting with Clients for agreement on new/ re-engineered SLAs.- Staff Quiz Development/ Execution/ Reporting
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Sr. Quality Assurance OfficerZong Cmpak Ltd Dec 2008 - Oct 2010Islamabad, PakistanPrimary assignment on this job was to monitor the calls (Inbound/ Outbound) to measure quality of calls and to provide feedback along with continuous training/ report on bi-monthly basis. Later, along with Evaluations; I was assigned to:- Generate Weekly/ Monthly Quality reports, analysis and Award Nominations at Month End- Evaluate the CSC/ Franchise Channels from various aspects along with the detailed Monthly Report- Evaluate the Data ware house processes and its detailed report… Show more Primary assignment on this job was to monitor the calls (Inbound/ Outbound) to measure quality of calls and to provide feedback along with continuous training/ report on bi-monthly basis. Later, along with Evaluations; I was assigned to:- Generate Weekly/ Monthly Quality reports, analysis and Award Nominations at Month End- Evaluate the CSC/ Franchise Channels from various aspects along with the detailed Monthly Report- Evaluate the Data ware house processes and its detailed report on weekly / monthly basis.- Prepare/ Generate/ Conduct Quizzes for the Clients- Generate Reports on Monthly Quizzes- Conduct QA Connects/ Team Sessions- Random Spot Checks (Calls/ System)- Evaluate Staff related complaints/ PTA Complaints.- Generate Invalid Trouble Tickets Analysis on Monthly basis- Generate Need Based Analysis other than above mentioned Show less
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Customer Service OfficerHrsi (Zong) Jan 2008 - Dec 2008IslamabadThis job was in continuation of the previous job, and was hired on Contract with HRSI to serve the client, i.e. CM Pak Ltd. (Formerly Paktel Ltd.). My primary assignment was to take inbound calls, whereas; was later promoted to Team Cord position in May 2008, with the same contract. Being the Team Cord, I had some extra assignments like managing the team, team’s tasks and analysis/ internal team training of the Team Agents. With all this, various assignments like Call Trend Analysis and… Show more This job was in continuation of the previous job, and was hired on Contract with HRSI to serve the client, i.e. CM Pak Ltd. (Formerly Paktel Ltd.). My primary assignment was to take inbound calls, whereas; was later promoted to Team Cord position in May 2008, with the same contract. Being the Team Cord, I had some extra assignments like managing the team, team’s tasks and analysis/ internal team training of the Team Agents. With all this, various assignments like Call Trend Analysis and Quarterly KPI Analysis were completed by me. Show less
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Customer Service OfficerOvex Technologies Mar 2006 - Dec 2007KarachiThe job continues the whole customer services process for Inbound calls followed by PakCom Ltd./Paktel Ltd.(currently CM Pak Ltd.) with new methodologies who made the call center a great place to work . Please visit http://www.ovextech.com for more information. -
CsrPakcom Ltd. Feb 2005 - Feb 2006Karachi
Jaffer Abbas Skills
Jaffer Abbas Education Details
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Petroman Training Institute (Shah Abdul Latif University)Computer Sc., Mathematics, Management, Electronics, Databases -
Govt, Superior Science CollegeBio, Phy, Chem
Frequently Asked Questions about Jaffer Abbas
What company does Jaffer Abbas work for?
Jaffer Abbas works for Zong Cmpak Ltd
What is Jaffer Abbas's role at the current company?
Jaffer Abbas's current role is Assistant Manager Business Intelligence at Zong CMPak Ltd.
What is Jaffer Abbas's email address?
Jaffer Abbas's email address is ja****@****ail.com
What schools did Jaffer Abbas attend?
Jaffer Abbas attended Petroman Training Institute (Shah Abdul Latif University), Govt, Superior Science College.
What skills is Jaffer Abbas known for?
Jaffer Abbas has skills like Team Management, Call Centers, Management, Telecommunications, Customer Satisfaction, Team Building, Analytical Skills, Quality Assurance, Analysis, Team Leadership, Customer Experience, Microsoft Office.
Who are Jaffer Abbas's colleagues?
Jaffer Abbas's colleagues are Atif Bhatti, Haider Khan, Muhammad Haseeb, Furqan Rasheed, Syed Zain Ul Abideen, Ghayoor Shah, Jhon Smith.
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Jaffer Abbas
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