Raza Bashir Email & Phone Number

Leeds, England, United Kingdom

Leeds, West Yorkshire, United Kingdom

Coming soon

Leeds, West Yorkshire, United Kingdom

Coming Soon

Social Media, E-mail, WebChat & SMART Things

Established a knowledge, communications and incentives plan, and implemented this to create an engaging environment. Key Achievements:• Established the knowledge and communication team, supporting 11 LOB’s and >300 FTE across the whole business areas• Pivotal to driving successful product launch projects for Samsung, including organizing roadshows and being the operational lead• Designed and implemented a controlled communication process for briefs, which entailed version controlling and audit logs• Created a feedback process, allowing effective and measured two way feedback• Developed the knowledge-base through voice of the agent and close working relationships with the Samsung and the software development company• Consistently exceeding Client HQ target for the monthly Contact Center Operational Level report, the leading subsidiary in Europe• Created, executed and evaluated an effective communication network – Introduced SMART Forums, a check and measure framework for communications, weekly team meeting document detailing key communications and unit Knowledge Tests• Implemented an engagement program across the departments to driving employee satisfaction• Coordinating and managing quarterly accreditation's for all departments• Strong working relationships established and maintained across Samsung and Capita key stakeholders• Built TM capability and product knowledge through group training sessions

Leeds, United Kingdom

The key duties within this role are to coach and develop customer facing advisors through coaching sessions, 121 support and setting up PDP’s. The queries ranged from general advice to technical advice and supporting Samsung's vision of being “best in class” for customer experience. Key Achievements:• Instrumental in set up from trial to full roll-out >350 employees in 8 weeks, securing ~£60mill over 5 year contract• Recruiting & training the right skilled agents into the appropriate lines of business• Created a mind-set where customer satisfaction is at the heart of everything we do, with appropriate R&R to reward performance and deliver growth

Leeds, United Kingdom

Part of the Broadband, Homephone and Cellular back office management team that support & resolve Broadband, Homephone & Cellular consumer faults. Stepped up into an operations managers role when required, in addition to managing the front line, case management and the lead advisor teams.Key Achievements:• Implemented the PCA60 glide path recovery plan, resulting in achieving PCA60 target within 3 weeks ahead of schedule• Designed, developed and delivered on a management accreditation program, delivering workshops with all the managers in the department to up skill their knowledge to that required within a service management arena• Managed the reduction of inappropriate cases and improvement of quality of cases, working closely with our Outsource Partners• Led on the introduction of new KPI’s within the operation, working alongside the KPI steering group and the workers Union. Resulting in employee satisfaction increased by 5%• Enhanced management knowledge on HR policy to ensure processes are adhered to consistently across the management team when managing conduct, attendance & performance

Leeds, United Kingdom

Responsible for coaching and developing a team of advisors to achieve KPI’s and deliver outstanding customer service.Key Achievements:• Developed an under-performing team from achieving 79% to achieving stretch at 96%• Chairing call levelling sessions• Managing the floor and service in the absence of managers

Leeds, United Kingdom

Customer Service AdvisorTeam CoachTeam Manager

Leeds, United Kingdom

Leeds, United Kingdom

Education record

Education record