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
• 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.

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
• 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.

• 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
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

• 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
• Involved in communication with management to ensure operational activities aligned with business goals.

• 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

• 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

Mba, Finance

Bscs (Honrs), Computer Sciences