Khurram Izhar Email & Phone Number

• Responsible for implementing policies and procedures to ensure adherence to production quality standards.• Participated in the development of an automated platform for contact center call evaluations by using the NLP method.• Monitors and audits processes and products against established standards and conducts a continuous analysis of quality deviations.• Acts as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is… Show more • Responsible for implementing policies and procedures to ensure adherence to production quality standards.• Participated in the development of an automated platform for contact center call evaluations by using the NLP method.• Monitors and audits processes and products against established standards and conducts a continuous analysis of quality deviations.• Acts as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met.• Act as the center focal point for all complaints and escalations.• Engage other departments as needed to resolve issues and complaints. • Collaborate with Call Center Manager in implementing QA processes and procedures enhancements.• Strong organizational skills, with the ability to effectively prioritize, manage multiple projects and tasks, and have great attention to detail.• Evaluates tasks and ensure implementation through constant monitoring. • Make recommendations and share feedback to improvise the existing processes.• Work closely with management to achieve team and departmental goals.• Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals.• Strong communication, relationship management, and presentation skills.• Proficiency in using MS Office Suite – Excel, PowerPoint, Word, and Project Show less

I2C In.

• Manages the operation of the organization's quality management program to ensure proper quality assurance policies and procedures are met. Implement best practices for QA in the center.• Manages, develops, implements, and maintains departmental quality assurance activities. Direct the activities of staff in support of quality and high customer satisfaction.• Conduct regular team sessions in order to develop and evaluate personnel by assessing performance.• Acts as a liaison… Show more • Manages the operation of the organization's quality management program to ensure proper quality assurance policies and procedures are met. Implement best practices for QA in the center.• Manages, develops, implements, and maintains departmental quality assurance activities. Direct the activities of staff in support of quality and high customer satisfaction.• Conduct regular team sessions in order to develop and evaluate personnel by assessing performance.• Acts as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met.• Act as the center focal point for all complaints and escalations. Engage other departments as needed to resolve issues and complaints. Maintain records tracking complaints and escalations.• Collaborate with Call Center Manager in implementing enhancements to the QA processes and procedures.• Maintains and provides monthly reports on customer satisfaction to both internal and external clients.• Interfaces with clients on call monitoring and ensures all guidelines for audio recording are met.• Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.• Identifies the interface of key activities within and between the functions of the organization by identifying trends and puts together action plans to meet quality standards and goals.• To evaluate tasks and ensure implementation through constant monitoring. Make recommendations and share feedback improvise if needed in the existing processes.• Work closely with management to achieve team and departmental goals.• Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals.• Build solid productive relationships with all levels of leadership and support teams• Constantly work on personal development & skill transfer. Show less

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees.• Communicating job expectations, planning, monitoring, appraising, and reviewing job contributions.• Planning and reviewing compensation actions.• Implementing policies and procedures. • Achieves customer service objectives by contributing customer service information and recommendations to strategic… Show more • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees.• Communicating job expectations, planning, monitoring, appraising, and reviewing job contributions.• Planning and reviewing compensation actions.• Implementing policies and procedures. • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.• Preparing and completing action plans, implementing production, productivity, quality, and customer-service standards.• Completing audits.• Identifying customer service trends• Determining system improvements• Implementing change. • Meets customer service financial objectives by forecasting requirements. • Determines customer service requirements by maintaining contact with customers• Visiting operational environments• Conducting surveys and forming focus groups• Benchmarking best practices• Analyzing information and applications. • Improves customer service quality results by studying, evaluating, and re-designing processes• Establishing and communicating service metrics• Monitoring and analyzing results• Maximizes customer operational performance by providing help desk resources and technical advice.• Monitoring and Managing 35+ resources for offshore key accounts with the head office based in California USA.• Involved in communication with the account advocates for maintaining consistent client’s and product strategy in compliance. Show less

• Worked as a Supervisor for international Client Services and managed the assigned team to achieve the given targets. • Conducting training sessions with agents and providing guidance according to the parameters assigned by the company. • Handled customers that might not be handled by the agents. • Trained the team members on new updates and basic Customer Services Skills.• Involved in communication with management to ensure operational activities aligned with business goals… Show more • Worked as a Supervisor for international Client Services and managed the assigned team to achieve the given targets. • Conducting training sessions with agents and providing guidance according to the parameters assigned by the company. • Handled customers that might not be handled by the agents. • Trained the team members on new updates and basic Customer Services Skills.• Involved in communication with management to ensure operational activities aligned with business goals. • Planned and led execution of campaign and achieved the highest incentives (see professional achievements).• Provided complete support to the department and assured that the quality services are not only developed but also executed to the finest level by keeping in view the parameters of Quantity and Quality suggested by our clients.• Handling floor operations like customer ticketing system, Monitoring interdepartmental/Client’s emails and follow up, Agents profiling, Controlling traffic, white room spot checks as per the standards. Show less

• Ensure delivery of excellence customer service through fast and accurate processing of customer request and inquiries.• Act as a first point of contact for customers.• Provide customers with desired product and service information.• Use ticketing system and other software to enter and maintain relevant data.• Log, identify, analyze and resolve customer issues related to software products.• Coordinate and follow up on customer inquiries with relevant stakeholders to timely… Show more • Ensure delivery of excellence customer service through fast and accurate processing of customer request and inquiries.• Act as a first point of contact for customers.• Provide customers with desired product and service information.• Use ticketing system and other software to enter and maintain relevant data.• Log, identify, analyze and resolve customer issues related to software products.• Coordinate and follow up on customer inquiries with relevant stakeholders to timely close open tickets• Continuously learn and update product knowledge to provide excellent customer experience.• Identify common issues and provide feedback for improvement to supervisor and relevant stakeholders.• Conduct trainings for describing the product to different international clients.• Preparing documentations and presentations for software application for all clients Show less

• Handling local clients for the in-house product in Lahore, Karachi, Islamabad, Jehlum, Gujarat etc.• Performing data definition for the local and web user's• Handling sales transactions from Point of sale (POS) and Web Applications (Web POS) by using GUI interface called SMS (System management Station)• Act as a first point of contact for customers.• Provide customers with desired product and service information.• Use OTRS ticketing system and other software to enter and… Show more • Handling local clients for the in-house product in Lahore, Karachi, Islamabad, Jehlum, Gujarat etc.• Performing data definition for the local and web user's• Handling sales transactions from Point of sale (POS) and Web Applications (Web POS) by using GUI interface called SMS (System management Station)• Act as a first point of contact for customers.• Provide customers with desired product and service information.• Use OTRS ticketing system and other software to enter and maintain relevant data.• Maintaining cards inventory for POS machines and Web POS.• Sending daily reports for Activation and Insufficient funds in merchant's account.• Continuously learn and update product knowledge to provide excellent customer experience.• Identify common issues and provide feedback for improvement to supervisor and relevant stakeholders.• Defining new merchants and assigning multiple card related products into the system• Defining commission Chains, Commission Basis and Assigning Commission to different stakeholders in the system.• Defining new products, product suits and their rate code in the system.• Activating merchants accounts after confirmation of submission of payments• E-mails and telephonic communication with vendors like Warid, Mobilink, Telenor, ufone, Instafone, PTCL, PTCL V-wireless etc.• Log, identify, analyze and resolve customer issues related to software products.• Coordinate and follow up on customer inquiries with relevant stakeholders to timely close open tickets• Conduct trainings for describing the product to different international clients.• Preparing documentations and presentations for software application for all clients Show less

Mba, Finance

Bscs (Honrs), Computer Sciences