Jaffer Abbas Email & Phone Number

Karāchi, 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

Karachi

-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

Islamabad

- 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

Islamabad

Summary 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

Islamabad

Primary 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

Islamabad, Pakistan

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… 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

Islamabad

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… 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

Karachi

The 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.

Karachi

Bs, Computer Sc., Mathematics, Management, Electronics, Databases

Fsc, Bio, Phy, Chem