Ridwan Mahfooz Email & Phone Number

Karachi, Pk

Pakistan

Key Responsibilities:• Provide strategic direction and guidance for the commercial division, aligning it with the overall business objectives.• Develop and execute comprehensive commercial strategies to drive revenue growth, market share expansion, and profitability.• Lead and manage a high-performing team, fostering a culture of collaboration, innovation, and accountability.• Build and maintain strong relationships with key stakeholders, including clients, partners, and suppliers, to enhance business opportunities and foster long-term partnerships.• Identify and pursue new business opportunities, both domestically and internationally, to diversify revenue streams and drive sustainable growth.• Drive the development and execution of pricing strategies, ensuring competitiveness in the market while maximizing profitability.• Oversee the negotiation and management of contracts and agreements, ensuring compliance with legal and regulatory requirements.• Monitor market trends, competitor activities, and customer insights to identify emerging opportunities and potential risks, adjusting strategies accordingly.• Collaborate cross-functionally with other departments, such as sales, marketing, operations, and finance, to optimize commercial outcomes and deliver a seamless customer experience.• Leverage data and analytics to inform decision-making, track performance, and identify areas for improvement within the commercial division.• Stay updated on industry trends, market dynamics, and best practices, continuously seeking opportunities to enhance commercial effectiveness and drive innovation.• Report directly to the executive leadership team, providing regular updates on commercial performance, initiatives, and challenges.As VP of the Commercial Division, I am dedicated to driving business growth, delivering exceptional value to our customers, and ensuring the long-term success of the company in a dynamic and competitive marketplace.

Karachi, Pakistan

Reporting to COO of the company.Managing Customer Services Department as HoD which includes Call Center Operations, Service Quality, Training,Compliance and Control Unit, Workforce Management (WFM), Management Information System (MIS) and Business development activities etc.Current campaigns are McDonald's Pakistan, Colgate Palmolive, Unilever Raabta, Walls, Lipton, Unilever Food Services, Unilever Pureit, Interwood,California Pizza, OPTP, Toyota (Indus Motor Company),Stormfiber, PCHF, FoodNerd.pk, Howmuch.pk, English Biscuits (Peek freans Pakistan), Bluefox International, Krispy2Go,Kaybees, Pizza Crust, Shaheen Shanwari and Century Insurance etc.• Responsible of adding new business in my unit.• Specialization in launching new campaigns, making processes, KPIs, and team trainings.• Specialization in providing superior customer services with the help of new technology products which are nowadays essential for any business.• Specialization in converting any cost center in revenue center.• Manage/Lead multiple in house and outsourced campaigns (inbound/outbound). • Implementation of new programs and process changes to reduce costs, improve customer retention, and optimize call center performance.• Manage start-up of new inbound/outbound campaigns. Specialization in setting up new campaigns from scratch and convert them into success.• Monitor budget requirement and compliance. Managing P&L of the unit and maintaining profitability on year on year basis. Effectively managing CAPEX and OPEX of the unit.• Work with senior management to set priorities, standards and performance objectives.• Aggressively managing Business development activities for the organization and adding new business/sales for the company on continuous basis.

Pakistan

Reporting to CEO of the company.Managing Customer Services Department as HoD which includes Call Center Operations, Service Quality, Training,Compliance and Control Unit, Workforce Management (WFM), Management Information System (MIS) and Business development activities etc. Current campaigns are McDonald's Pakistan, Colgate Palmolive, Unilever Raabta, Walls, Lipton, Unilever Food Services, Unilever Pureit, Interwood,California Pizza, OPTP, Toyota (Indus Motor Company),Stormfiber, PCHF, FoodNerd.pk, Howmuch.pk, English Biscuits (Peek freans Pakistan), Bluefox International and Century Insurance etc. • Manage/Lead multiple in house and outsourced campaigns (inbound/outbound). • Implementation of new programs and process changes to reduce costs, improve customer retention, and optimize call center performance.• Manage start-up of new inbound/outbound campaigns. Specialization in setting up new campaigns from scratch and convert them into success.• Day to day operations management of key issues impacting performance and customer service.• Monitor budget requirement and compliance. Managing P&L of the unit and maintaining profitability on year on year basis. Effectively managing CAPEX and OPEX of the unit.• Work with senior management to set priorities, standards and performance objectives.• Develop short and long term business unit objectives; decide on course of action to be followed to achieve goals.• Aggressively managing Business development activities for the organization and adding new business/sales for the company on continuous basis.

Sharjah, United Arab Emirates

Worked as HoD of Al Mutatwir Customer Services Department which includes Call Center Operations, Service Quality, Training,Compliance & Control Unit, Workforce Management (WFM), Management Information System (MIS) etc.Campaigns which were outsourced at AL Mutatwir Customer Services were McDonald's UAE, Pavoo Pizza UAE (ENOC), Shamma Capital (Zahralamoon) UAE, Talabaat Food Portal UAE (MCD Food portal web orders) and AC Nielsen. • Responsible of adding new business in my unit.• Specialization in launching new campaigns, making processes, KPIs, and team trainings.• Specialization in providing superior customer services with the help of new technology products which are nowadays essential for any business.• Specialization in converting any cost center in revenue center.• Manage/Lead multiple in house and outsourced campaigns (inbound/outbound) for UAE.• Implementation of new programs and process changes to reduce costs, improve customer retention, and optimize call center performance.• Manage start-up of new inbound/outbound campaigns. Specialization in setting up new campaigns from scratch and convert them into success.• Monitor budget requirement and compliance. Managing P&L of the unit and maintaining profitability on year on year basis. Effectively managing CAPEX and OPEX of the unit.• Work with senior management to set priorities, standards and performance objectives.• Aggressively managing Business development activities for the organization and adding new business/sales for the company on continuous basis.

Karachi

Reporting to Senior Manager Contact center. 20 Team Leaders and 25 agents in each team reporting to this position.Along with Ufone Call center customer services also successfully managed BPO campaigns such as K-Electric, KFC, First Women Bank, Adamjee Insurance, State life insurance and PTCL 1217 at Ufone contact center.• Set Up and Execution of the day-to-day Call center Operations/Customer Service activities for Ufone and BPO campaigns run under Ufone contact center which includes Responding to Inbound Calls, Generating Outbound calls, E-mails escalations, Android application orders (Food panda and Eat Oye), Web chat CS through website and Web interface orders etc.• Ability to motivate team to deliver consistently good service to business and customers in line with SLA’s as per Ufone CS standards and also SLAs which are agreed upon with the clients/BPO campaigns.• Associated in revamping Key Performance Indicators (KPIs) in call centers nationwide for Ufone and BPO campaigns.• Participated in incarnation and implementation of new policies and to assure the smooth operations with minimum fluctuation.• Interviewed candidates and arranged assessment centers for call center recruitment. • Contributed in re-engineering of Quality SOP’s for Ufone and BPO campaigns.• Development of Team Managers, accountability for daily productivity and have a proven track record for process improvements and added value.• Set up of MIS and Report requirements for Customer Services and BPO campaigns.• Ensure Staff trained adequately to deliver expected service standards consistently.• Monitor staff performance (Quality of Calls) and provide timely feedback to address performance issues.• Keep abreast with latest Customer Service / Call Centre initiatives land Initiate Business Requirements (System) for Change management where applicable.

Karachi

 Reporting to Floor Manager Contact centre. 4 Team Leaders and 15 agents in each team reporting to this position. Heading the operations, quality assurance, training & development and workforce functions core team member. Leading the recruitment function, team building, process development and setting up the infrastructure. Associated with all the core functions of Quality Assurance, Strategic Planning, Staff Development - Promotion, Staff Counseling, Performance Standards, Customer Satisfaction & Allegiance & Leadership Development.  Contact centre Karachi is currently catering to more than 8 million customers in South (Sindh and Baluchistan)• Contributed in re-engineering monthly staff performance report ABU report.• Contributed in re-engineering of Quality SOP’s• Associated in revamping Key Performance Indicators (KPIs) in call centers nationwide.• Initial strategy was developed to carry out the newly incarnated KPIs smoothly and successfully.• Planned & conducted sessions and trainings to inculcate the mission statement in daily work.• Assure delivery of superior quality service in close coordination with quality assurance.• Counseled team leaders time to time on how to manage their teams effectively and to keep proper check on the internal team affairs.• Crises management – Coped with crises situation like high number of absentees, law & order situation in the city, emergency shift swaps and reconciliation of forecasted and available manning.• Event management – Arranged monthly call center meetings at a local hotel, interdepartmental meetings, team dine-outs and picnics.• Staff attrition – To retain the staff by giving them best offer within the available resources.• Month end deliverables – Grade & present teams’ performance to the higher management including team leaders, managers and directors.• Interviewed candidates and arranged assessment centers for call center recruitment.

Karachi, Pakistan

Quality Supervisor Duties and Responsibilities:This position reports to Head of Service Quality/ Training. Team of 15 people use to report to this position.Quality supervisors’ daily responsibilities are mentioned below:Supervise Quality Control StaffQuality supervisors oversee a team of quality control analysts, who are considered the “front line” staff. As the manager of these analysts I use to communicate expectations clearly and ensure their staff is appropriately trained on the latest product standards.Customer Experience ManagementMy main goal is to ensure the customer is pleased with the finished product. When quality issues arise, it is the quality supervisor’s responsibility to communicate clearly what needs to be informed to customer, setting realistic expectations about when the issue will be resolved. Also to ensure that adequate traing about those scenarios is given to all team members.Oversee Quality Management SystemOne of the major KPI was to set quality management system which ensures that all products and services are produced correctly and adequately to meet customers’ needs. I often use to manage these systems, ensuring all aspects of the system are executed for each product.Report on Quality MetricsMaking report on quality metrics for other members of the management team. It is crucial to the overall operations of an organization that everything is executed to the highest possible standards.

 Responsible for reconciliation of old accounts of Shell Pakistan. Looking after 200 accounts of Shell Pakistan commercial finance.

Karachi

To receive and handle calls of Instaphone and Paktel mobile company from all over Pakistan.

Master Of Arts - Ma, Political Science And Government, B

Bachelors Of Commerce, Accounting