Syed Kazim Riffat Bukhari Email & Phone Number

As the CX Manager of Customer Management in the Exams SBU in Pakistan, my primary goal is to guarantee a consistent experience and training delivery. This involves overseeing QA KPIs, maintaining NPS scores, and conducting Product/Service related training. Additionally, I focus on motivating nationwide teams to uphold high-quality, efficient, and positive customer experiences in line with our SLA.Key Responsibilities:• Ensure proper resourcing and training for the Customer Management, Sales, Exams, and Venue Staff Pool teams.• Maintain compliance with Child Protection regulations across the Exams division in Pakistan.• Analyze data, pinpoint improvement opportunities, and uphold Process and Quality standards.• Manage national training calendars to ensure timely and effective training programs.• Identify systemic L&D requirements and collaborate with regional and UK stakeholders for solutions.• Play a central role in enhancing customer experiences, driving operational efficiency, and nurturing a customer-centric environment.

Lahore, Punjab, Pakistan

Job Summary:Responsible for developing & delivering training programs regarding US Medical & Commercial Insurance. Equipping the employees with the necessary skills and knowledge required to perform their job functions effectively. Design, develop, and implement training modules, assess training needs, and evaluate the effectiveness of training programs. Work closely with the Operations and Quality teams to identify performance gaps and provide targeted training solutions.Key Responsibilities:• Training Program Development• Training Delivery & Coordination• Training Needs Assessment• Training Evaluations• Documentation and Reporting• Process Improvement• New Hire On-boarding

Managed call center operations that included both Local & International Outbound Campaigns. This included hiring, on-boarding, day-to-day management, skill advancement, and goal achievement for all team members reporting to me. Other responsibilities include: • Providing strong, dynamic leadership that allows call center agents to succeed in their roles• Oversee the daily workflow and schedules of the department.• Conducting performance evaluations that are timely and constructive.• Manage sales and customer service metrics that show team performance across accounts Ability to work towards strict targets.• Assisting the Extended Management team in identifying trends and establishing call center goals.• Ensuring staff members achieve desired service levels and take corrective action, as needed.• Tracking and reporting contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc• Maintaining open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.

Lahore, Punjab, Pakistan

Assisting US & Canada based customers regarding their financial transactions by sending and receiving Local & International Remittance. . Telephone Money Transfer activities via debit/credit card. . Bill Payments to US Based Companies . Claiming Refunds for Money Transfer, Bill Payments and Money Orders. . Enrolling Customers for Western Union Loyalty Program . Compliance related issues and coordinating with internal teams.

- Handling customer services, sales, retention & complaints for US based clients of Walmart.com. - Coordinating with Walmart Stores & Market Place Vendors for timely customer resolutions. - On floor support to new inductions on product knowledge, CRM support and handling customer escalations.

Lahore, Pakistan

At this position, I was looking after different projects of marketing campaigns being executed by our FMCG clients mainly Unilever, Jazz, Nestle, Tapal & Pakistan Tobacco by providing them our market research and technology-enabled solutions. Also collaborated with various marketing agencies as their technology partner. - Client Services- Project Management- Data Analysis & Reporting- QA Monitoring- Product Trainings- Business Development & Proposal Segmentation

Bahria Town Lahore

Specialties: • Marketing & Communication Strategies• Digital Marketing & Branding• Social Media Management • Artworks Designing & Distribution • Long Term & Short Term Investment Plans• Sale/Purchase of residential/commercial plots & propertiesValues:• To deliver maximum value for money to customers and the best financial results to stakeholders.• To build a business environment based on teamwork, excellence and mutual respect.• To conduct business with the highest ethical standards.• To exceed customer expectations.

Karachi

Responsible for all prime tasks pertaining to the Warid CS Sales & Service Center including Sales Targets, Activity Reporting, Staff Motivation, Schedule Adherence and Inventory controlling. Center Ambience and management of routine operations within the defined KPIs.• Ensure provision of personalized services to high value customers visiting at Business Centers and develop rapport and strong relationship with all priority customers to build a long term association with the company for enhanced customer loyalty.• Managing all the administrative and operational affairs of In-house sales, customer services and billing.• Observing and coaching staff members on customer handling skills and gaps identified during observation.• To plan and execute measures that will increase engagement and satisfaction of employees.• To train, coach & ensure continuous sales & service people capability improvement for ensuring business & employee growth• Liaising with several departments for smooth execution of day to day operations of the Center whilst maintaining excellent lines of communication between the staff/ customers.• Establishing a good working relationship with external and internal customers.• Minimizing the churn rate with daily and weekly report feedback on reasons behind churn and actions required to manage the same.Key Performance Indicators KPI’s•Ensuring KPI’s achievement pertaining to operational activities & sales.•Service Level 95% compliance quantitatively & qualitatively •Establish a good working relationship with external and internal customers. •Manage Center Walk-in and Processes, Procedural flows in accordance with the defined Customer Service Standards.

My main responsibility under (Standardization & Service Intelligence) section of CS Quality Team. •Reporting & Analysis on daily, weekly & monthly bases covering below listed sections;o Business Center Reporting (Audit , Delight & General Complaints)o Call Center Reporting (Audit , ICE , Staff Related Complaints )o Franchise & Support Center Reporting ( ICE)o QA & RDC performance reporting.o Various Other reports based on HOD requirements.•Business Center PSM & Incentive:o Monthly PSM of all Business Center agents & supervisors.o Monthly Incentive calculation & processing via HR. for top employees of business centers.o Used to evaluate Business Center Agents regarding their activities.o Business Centers visits of North, South & Central Region for Quality Monitoring purpose that included Building Indoor/Outdoor inspection, ambience & service/product related questions with the CS staff to gauge their product knowledge for better customer services.• Conducting and attending (UAT & FUT) of new products /tariffs / promotions for system level implementation in coordination with all CS stake holders.• Development of New Process & Revision of SOP in line with the organizational policies & guideline. • Correspondence with different internal departments ( HR, Support Center, Call Center, Marketing, Product & Services, Affinity Partners, International Roaming etc ) queries related to Customer Service Division. • Managing information flow across CS & other divisions related to New Product Launches, Marketing Promotions, Complaints, Information Updates and Bulk SMS, so that all CS touch point are up to date.• Monthly assessment to ensure that implementation of standard operating procedures are met at All Customer Service touch points (Business Centers, Franchises, Call Centers, Support Center etc)

Corporate Relationship Executive (Dec 2006 - Dec 2007)Worked in Customer Centric Services “Project Care” were I used to strive for the following goals in providing corporate level services on individual bases:• Providing Corporate Services on individual levels to my accounts which bifurcation to Corporate, VIP, Regular, Affinity and Ex-Affinity Clients.•Help our customers get the full benefit of communication services they have opted for at Warid Telecom.•Providing a wide array of personalized services to our clients on individual basis.•Ensuring smooth inflow of revenue for the company.•Devising and delivering competitive and innovative promotions for targeted clients.•In a long-term perspective, a strong market and customer focus, as well as a strong commitment to work with the best revenue assurance practices with incremental value.

•Provided customer service to corporate clients calling on helpline.•Proper complaint resolutions regarding their issues.•Achieving daily targets within KPI.•Maintaining qualitative and quantitative customer service at maximum level to Support Team performance

Course Counselor :•Provided student counseling.•Dealing with the walk-in customers.•Call the candidates regarding the details of our training courses.• Arrange Job Fairs every 3rd month having multiple call center HR personnel to interact with the candidates ready for call center job.•Schedule candidates of our training center for their interviews at TRG and other various call centers.•Manage office accounts & marketing .•Design company visiting cards, flyers and brochures.•All other office work i.e. (buying office equipment & stationery)

Bachelor Of Arts - Ba

Psychology, Sociology & Education

Diploma, Computer Science - 2000

Fsc 1998

Education record