Kamran Awan Email & Phone Number

Lahore, Punjab, Pk

Toronto, Ontario, Ca

• Developed and implemented strategies to optimize customer experience and drive revenue growth• Led ecommerce operations, overseeing inventory and order management, website management and digital asset & community management• Successfully monetized retail operations through effective retail monetization and vendor management practices• Designed and standardized processes to enhance operational efficiency and drive continuous improvement• Conducted in-depth customer insight analysis, utilizing data to inform decision- making and targeted marketing initiatives• Led cross-functional project teams, managing end-to-end project lifecycle and ensuring on-time delivery within budget• Implemented quality assurance measures, ensuring adherence to industry standards and driving service excellence• Provided comprehensive training and mentoring to teams, fostering a culture of excellence and high performance• Successfully conducted User Acceptance Testing (UAT) to develop customer-centric UI & UX• Developed, updated and maintained database of existing and potential customers in CRMs like Siebel, Shopify, Magento & Dynamics.

Lahore, Punjab, Pk

- Managed and utilized the digital asset and community management strategies to enhance customer engagement and loyalty.- Designed and standardized customer-centric processes to enhance service delivery and improve customer satisfaction.- Managed cross-functional teams to execute projects, ensuring alignment with strategic objectives and timelines.- Implemented quality assurance and training programs to maintain service standards and drive continuous improvement.- Leveraged ERP portals like Dynamics 365 and ecommerce platforms like Shopify to optimize online sales and operational efficiency- Utilized complaint management tools like Zendesk and JIRA to resolve customer issues promptly and effectively.- Implemented user acceptance testing (UAT) to develop customer-centric UI & UX and enhance the overall customer journeyMajor Projects & Achievements- Developed & deployed the end to end Process flows for eComm Customer service domain- Played a key role in developing an Omni channel CRM for SRL- Deployed organic online lead generation process along with converting & retention of customers by deploying win back process- Developed daily/weekly/monthly dashboards for presenting the reports to management to share the pulse of customer over Social Media- Incorporated and managed the new payment processing system of Jazzcash- Hired and trained complete social media team at SRL eCommerce domain- Drafted reports and presentations for senior management to track incoming customer reviews, social media analytics

Karachi, Sindh, Pk

- Identification of gaps in existing processes based on VoC and customer pain points and recommending customer centric solution- Suggesting self-empowered and automated solutions to reduce cost and enhance Customer Experience.- Circulation of Service Reports with recommendations on Business & Service attributes.- Conducting end to end UATs before launch of any product or service for internal & external customers- Re-engineering and standardization of business processes for all touch points- Enhancing customer experience (CX) with the identification of process gaps and training recommendations- Analyzing business data and customer insights to raise and address the voice of customers- Improving user experience at all Digital Channels (ATM, Internet Banking, Phone Banking, Social Media etc) and suggest changes keeping in mind to facilitate the customers.- Providing timely customer touch point experience feedback as well as market intelligence on customer services provided by pear financial services institutions in the market.- Identifying Service gaps in all channels and suggest changes to provide best Services to the Bank customer.- Devising & suggesting self-empowered, automated and digitally customer centric solutions- Reporting & channelizing the front & back end workload handling operations for resource optimization and better NPS- Maintaining the 'Branch Service Ladder' to benchmark branch performance with a view towards building front-end accountability and ownership of service.- Managing bank-wide Key Service Indicators (KSIs)- Developing and sharing the KSI results for Credit card, POS, Premier Banking, Courier- Sharing the Mystery Shopping for front-end with a view towards presenting product knowledge & courtesy- Providing instant reports to management for reviewing and gauging escalation matrix

Islamabad, Federal Capital Area, Pk

- Enhancing customer experience (CX) with the identification of customer pain points, process improvement and training recommendations- Analyzing business data and customer insights to raise and address the voice of customers- Devising & suggesting self-empowered, automated and digitally customer centric solutions- Reporting & channelizing the front & back end workload handling operations for resource optimization and better NPS- Conducting & devising the customized training content based on TNAs & root cause analysis- Proactively assessing the CX level at all touch points to achieve the highest level of customer excellenceMajor Achievements:- Empowered front end and reduced the back end teams workload upto 43%- Introduced the automated solutions to reduce calls and back end workload upto 21%- Successfully launched the Customer Care campaigns & FCR Elevation Program to improve the overall (CX)- Developed the customized training module and conducted the training of Mobile Financial Services staff to provide back end support to customers- Created Business Requirement document (BRD) and Functional Requirement Document and maintaining the Requirement Trace-ability Matrix (RTM) related document for various projectsMajor Projects: - Accelerated the change management program during Jazz-Warid merger within respective domains- Conducted the end to end process harmonization exercise before & after Jazz-Warid merger- Base lining of UI/UX to develop the Jazz Omni channel experience for all touch points- Managed the customer life cycle which includes all steps of customers interaction with Jazz products & digital platforms- Devised the mechanics of Close Feedback Loop Program to identify & rectify the detractor’s pain points

Islamabad, Federal Capital Area, Pk

- Process Development, Re-Engineering and Standardization for customers and front/backend teams- Competitive data analysis & reporting to stay as The Best in industry- Product UATs, Pre & Post Launch Product Analysis for VAS and portals to ensure seem-less operations- Improving NPS by focusing on customer insights and voice of customers (VOC)- Highlighting customer pain points to devise training content and audienceMajor Projects:-Developed the Functional Requirement Document (FRD) for Jazz Self-Care portal (eCare) by coordinating with the vendor & performed UATs till its final launch- Integrated business solutions with organizational goals while reaching on consensus with all stakeholders during Jazz Warid merger- Devised the initial draft for Franchise Charter by coordinating with the Channel Team & Consultant-Delta Partner- Developed the FRD of back end processes for Mobile Financial Services (MFS) by coordinating with all stakeholders- Developed mechanism for CFL surveys via outbound call center- Revamped the Jazz back end complaints handling process for all channelsMajor Achievements:- Developed & Re-engineered over 100 Business processes of Customer Care & Mobile Financial Services for resource efficiency- Participated in designing the UI/UX of Jazz Omni Channel and base lining of Jazz Business Support System project- Performed Comprehensive User Acceptance Testing (UAT) of all new Products, Value Added Services and systems/applications before commercial launch- Devised performance measurement reports for all customer care channels including Business Centers, Contact Centers, Franchise Operations, MFS and Back-end Support Teams- Devised CFL reporting for all stakeholders and organized CFL workshops with other channels for Inner & Outer Loop Issues- Developed training modules for more than 2000 customer services staff

Islamabad, Federal Capital Area, Pk

Being Assistant Manager Contact Center, my major job role was:- Strategic Planning and Resource Management of Contact center- Designed Operations for flow of calls, daily reports for contact center (Service Level, Call Load, Shift Highlights etc.)- Hired & Managed a team of over 150 CCRs and Groomed them for next level based on their TNAs- Provided solutions against escalations & follow ups while maintaining friendly relations with the customers- Maintained office discipline & décor while managing ambiance and administration of contact center- Engaged employees in inter departmental coordination for better customer facilitation- Monitored, managed and maintained the performance of Contact center TeamsOther Roles:- Floor & People Management to achieve the CC targets on daily basis- Coordination with various department for the Head Count Management- Shift management to ensure overall productivity stats for achieving CC targets- To ensure minimum productivity leakage with improved productivity stats- Ensuring maximum quality service levels by providing best customer services- Support and guide team members for achieving high standards of customer satisfaction- Coordinate with other departments for early resolution of issues to improve customer satisfaction- Creating an environment of learning through grooming to maintain optimum customer experience

Islamabad, Federal Capital Area, Pk

- Ensured excellent customer experience via performance monitoring, instant feedback, spot checks and coaching- Helped in Support Systems & Backup Operations for Contact Center- Coordinated with different departments for customers’ issue resolution - Helped team members in identifying their areas need improvement - Delegation of Authority among team members by taking ownership of Issues- Designed Recruitment SOPs for Selection of best candidates for Contact Center- Conducted Assessment Centers for Contact Center Recruitment Drives - Lead & Managed a Contact Center team to achieve high quality & productivity goalsOther Roles:- Ensuring an excellent customer experience through performance monitoring, instant feedback, spot checks and coaching- To ensure that the team members are well updated with the latest information- To ensure that customers expectations’ standards do not slip- Review and evaluate the daily assigned targets of team members- To suggest process with customer centric approach- Coordination with different departments for customers’ issue resolution - Help my team members in identifying their areas need improvement - Delegation of Authority among my team members & help them taking ownership of Issues

Islamabad, Federal Capital Area, Pk

- Developing a culture of team work among the team members- Devising & conducting the training module for the new hired staff - Updating the team members about all upcoming promos and offers- Updating the contact center workforce about the real time issues/updates on daily basis- Devising the Contact Centre SOPs for complaint handling- Suggesting the tips of improving FCR for most common queries/complaints - Coordinating and resolving the customer queries and issues with the respective dept- Training of new teammates within QA team & meeting the daily targets

Lahore, Punjab, Pakistan, Pk

- Planning the departmental activities & event management- Recruitment researches on current trends of market- Career counselling, Resume writing & Mock interviewing

Lahore, Punjab, Pk

- To carry out own research to identify prospective and potential customers- Introducing the business to the potential customers - Developing new business through concept selling- Researches on current trends of International market for trading in Fore

Master Of Business Administration (Mba), Marketing, Total Quality Management, International Marketing, Advertising, Mis

Bachelor Of Commerce (Bcom), Accounting And Finance