Muhammad R. Abdullah Email & Phone Number

Islamabad, Pk

Islāmābād, Pakistan

HR operationsPeople lifecycle management HR Data Analytics Expert

Islamabad, Islāmābād, Pakistan

Pakistan

* Data analytics of to improve customer experience.* Data analytics to improve sales planning and execution.* Customer Experience end-to-end management for physical channels of group* Designing, maintaining and re-engineering of KPIs for Gauging performance* Management of End to end Mystery shopping activities(Execution, performance sharing, addressing nationwide concerns raised by teams. * Preparation, maintenance of monthly score cards and ensuring timely circulation of… Show more * Data analytics of to improve customer experience.* Data analytics to improve sales planning and execution.* Customer Experience end-to-end management for physical channels of group* Designing, maintaining and re-engineering of KPIs for Gauging performance* Management of End to end Mystery shopping activities(Execution, performance sharing, addressing nationwide concerns raised by teams. * Preparation, maintenance of monthly score cards and ensuring timely circulation of monthly scorecard performance for front end teams nationwide* Managing end to end commercial sales parameters reports. Assigning Nationwide sales targets to Physical channels after coordination with sales & distribution team and taking care of the Nationwide concerns for all three North, South and Central regions on runtime basis and after sharing final reports. Ufone Postpaid, prepaid and PTCL products like PSTN ( land phone), broadband (DSL, ASDL, xDSL & Flash fiber) and IPTV (Smart TV). Show less

Islamabad

* Evaluating the front end staff who are directly coordinating with customers * Process compliance evaluation* Behavior evaluation and contribution of QA's part for behavior improvement* Following TQM policy of continuous improvement in all areas as QA strategy

Islamabad, Islāmābād, Pakistan

* Looked after a startup as Chief strategy officer* Planning and development of website www.acquamart.com

Sybrid Telecom Services

Quality Assurance Executive - Evaluating business process compliance of Non-voice channel (Chat customer services of Telenor Pakistan)- Taking care of major process changes on prepaid and postpaid/business segments, keeping in view customer's satisfaction- Working on customer satisfaction by monitoring real time & random interactions with customer Like FCR, NPS etc.- Quality Control- Quality analysis to find maximum room for improvement areas- Strategy making for… Show more Quality Assurance Executive - Evaluating business process compliance of Non-voice channel (Chat customer services of Telenor Pakistan)- Taking care of major process changes on prepaid and postpaid/business segments, keeping in view customer's satisfaction- Working on customer satisfaction by monitoring real time & random interactions with customer Like FCR, NPS etc.- Quality Control- Quality analysis to find maximum room for improvement areas- Strategy making for Quality improvement- Coordination with outsourcing partners & and making alignment on process to make sure that both quality teams are on same page. Show less

Voluntarily Training Batches for Non-voice/Chat based Customer services in different sessions.- Have trained 7 batches for Telenor customer services.- 10-25 Members group training were covered in different batches.- Product training - Soft skills training- Communication skills training- Business writing skills training

I voluntarily started leading a team of 23 individuals as extra responsibility/opportunity given by management. I started working on team as mentioned below: - Performance monitoring- Resource development- Performance improvement- Strategy to bring the performance to optimum level.- Supported team with extra training and career tips- Value addition and career counselling.- Feedback sessions on performance.- Appreciations for good performers.- Grooming of… Show more I voluntarily started leading a team of 23 individuals as extra responsibility/opportunity given by management. I started working on team as mentioned below: - Performance monitoring- Resource development- Performance improvement- Strategy to bring the performance to optimum level.- Supported team with extra training and career tips- Value addition and career counselling.- Feedback sessions on performance.- Appreciations for good performers.- Grooming of individuals by giving them extra responsibilities with respect to their performance and management skills.- Team of the month achievement for two consecutive months. (Got huge appreciations and lunch with high management.)Considering my devotion and achievements, I have been officially promoted to Team lead of non-voice channel on Monday, August 25, 2014 and, now managing the team of 28 resources. Show less

Key responsibilities include:- 1st goal is to achieve FCR for every individual customer contacting the channel- Customer's Satisfaction for all the customers contacting Customer services- Minimizing recall factor- AHT reduction- Smooth customer services with 100% Service Quality level|- Supporting other team members wherever they lack to improve resolution factor.- Career development by learning new things every day.- Staying 100% updated by reading frequent… Show more Key responsibilities include:- 1st goal is to achieve FCR for every individual customer contacting the channel- Customer's Satisfaction for all the customers contacting Customer services- Minimizing recall factor- AHT reduction- Smooth customer services with 100% Service Quality level|- Supporting other team members wherever they lack to improve resolution factor.- Career development by learning new things every day.- Staying 100% updated by reading frequent updates/changes in processes of business and following the same.- Making the processes of business easier for unit by highlighting it to concerns for smooth operations. Show less

Pakistan

Customer's relationship officer is the tile of this job. Includes In-bound/out-bound calls of Telenor PK customers for information or complaints at OSP3-Answering nationwide calls from 345 and International customers calling UAN: 111-345-100 -Resolving customer's issues - Customer's satisfaction- Sales (Upselling Valued added services and offers to walking customers depending on their revenues)- Giving FCR to Telenor Pakistan's prepaid customers- Customer's Satisfaction… Show more Customer's relationship officer is the tile of this job. Includes In-bound/out-bound calls of Telenor PK customers for information or complaints at OSP3-Answering nationwide calls from 345 and International customers calling UAN: 111-345-100 -Resolving customer's issues - Customer's satisfaction- Sales (Upselling Valued added services and offers to walking customers depending on their revenues)- Giving FCR to Telenor Pakistan's prepaid customers- Customer's Satisfaction for all the customers- Resolving complaints of Customers by forwarding them to Technical team of Telenor Pakistan- Maintaining the AHT and Quality service level simultaneously- Training the new team hires for process improvement, AHT and Service Quality's betterment- Strategy planning of team Show less

Brampton, Ontario, Canada Based(Off-Shored)

Customer service representative making outbound calls to set appointment with financial advisors to present Products of RBC (Royal bank of Canada) Insurance in 3 different states including ON(Ontario), BC(British Columbia), QC(Québec).- Verification officer - Verifying the availability of customers and confirming the date and time of appointment set- Customer's satisfaction and feedback taking via E-mails and phone calls- Strategy planning of team- Reporting - Handling… Show more Customer service representative making outbound calls to set appointment with financial advisors to present Products of RBC (Royal bank of Canada) Insurance in 3 different states including ON(Ontario), BC(British Columbia), QC(Québec).- Verification officer - Verifying the availability of customers and confirming the date and time of appointment set- Customer's satisfaction and feedback taking via E-mails and phone calls- Strategy planning of team- Reporting - Handling inbound mails- Handling outbound calls- Making sure that customer is satisfied and will be taking appointment Show less

Tele-Wizards Bpo, Rawalpindi Pakistan.

Customer service representative making outbound calls to overseas Pakistanis and Muslims to advertise for Online Quran Teaching services.- Online Quran products (Translation, Arabic, With Tajweed etc.) - Free Demo classes offer for new customers- New business generation - Customer's satisfaction by providing extra ordinary services and get feedback from customers having motto: “Satisfied customer makes more customers”