Fahad Butt Email & Phone Number

Islamabad, Islāmābād, Pakistan

Managing Digital Transformation in CX to execute the vision of empowering customers' ambitions through technology, move towards recurring revenue business model resulting in profitable growth, improved operational efficiencies, customer support, customer success, product adoption, and renewals.Forge partnerships to optimize the customer experience journey.

Islamabad

• Analyze customer feedback gathered through the Voice of Customer Capturing tool (Medallia) and transform it into actionable insights
• Responsible for vetting the communication reviewing, assessing, & evaluating communication materials or messages to ensure they align with specific criteria, guidelines, & standards
• Formulate and implement comprehensive strategies to optimize Customer Experience
• Analyze prevailing market trends and customer needs to identify specific opportunities for enhancing the overall Customer Experience
• Conduct an in-depth analysis of customer feedback data to identify and address the root causes associated with customer pain points through a thorough RCA
• Create reports for the purpose of tracking and monitoring customer experience, while also suggesting strategies for overarching improvement

Lahore

During my tenure as Team Lead at Jazz Backend Operations (Jan 2015 - Mar 2016), I successfully led multiple teams, earning recognition for my People and Workload Management Skills. This led to my rotation across various backend support teams, significantly contributing to their success. I also led a team of 50+ during the Jazz-Warid merger. Key roles.

Lahore, Punjab, Pakistan

• Effectively lead and oversee a team of 20 Customer Care Representatives (CCRs), ensuring the achievement of both qualitative and quantitative targets as assigned in Key Performance Indicators (KPIs)
• Managing escalated cases and providing recommendations for process improvements to address any identified gaps
• Aggregating shift closing reports meticulously and ensuring the seamless execution of shift swaps for operational efficiency.
• Overseeing and managing performance Key Performance Indicators (KPIs) through regular monitoring at hourly, daily, weekly, and monthly intervals.
• Liaison with Support Departments for technical/admin related issues at front end.DL
• Establishing liaison with support departments to address technical and administrative issues at the front end.

Bachelor'S Degree, Commerce And Information Technology

Certified Professional Scrum Master 1, In Depth Of Knowledge Of The Scrum Framework And Its Application., 91.3% (73 Marks Out Of 80)