Rizwan Akram Email & Phone Number

Lahore, Pk

Lahore, Punjab, Pakistan

Responsible for department corporation planning and programing to lead directing of strategy with all departments (Sale, Logistic, Finance, HR) to achieve company long-term goals.Determines customer service requirements by maintaining; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

Lahore, Punjab, Pakistan

Determines customer service requirements by maintaining; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.Forecast/Planning---- Reviews monthly forecast to ensure it reflects plan changes.Contract Management-------Assists in developing financial terms for client contracts.Finance matters on a portfolio of clients, including compensation/contracts, client profitability reporting and analysis, annual planning & monthly forecast, monthly revenue recognition, and reporting for client financial issuesSuccessfully reduced cost through operational efficiency method, resulting in lower OPEX%.Responsible for department corporation planning and, programing to lead directing of strategy with all departments to achieve long-term company goals.Successfully Culture change by creating and updating company & departmental objectives & company growth rates.Successfully reduced cost through operational efficiency method, resulting in lower OPEX%.Make a profitable Service department in terms of productivity, efficiency, and financial terms call center efficiency (Service Level+ AHT+ Quality+ Web-based complaints) 1-day complaint close rate, reducing the period of product replacement, on-time vendor payments disbursement and, revenue generation.Carry periodically visits the nationwide market (dealers & contract workshop) and service centers for performance ensuring and collecting market intelligence.

Pakistan

developed and implement customer service policies in an organizationManaged a team of customer service staffEnsuring customer satisfaction, managing teams, and meeting targets.

Lahore

Managed &Successfully Developed, Managed & relocation, (Inbound/Outbound/ Email/ Chat) Call center systems for 35 + Agents by developing customer interaction and voice response systems, voice networks; designing user interfaces (VOIP); upward and executing user acceptance test plans; planning and controlling implementations.Achieved call center operational strategies by conducting needs assessments (Daily/ Weekly/ Monthly/ Yearly), Performance reviews (KPIs, Quality, Product vise) Capacity planning (Manning/ Scheduling/ Forecasting/ Attrition/ Shrinkage), and cost-benefit analyses (ROI). Reduced abandoned rate from 10% to 2%, Accelerated application processing from average 20 to 7 days. Improve productivity from 60% to 85%, Reduce par call cost from $.72 to $.29% Evaluate State-of-the-art technologies (GEM Matrix); define user requirements (Tier-1 & Tier- 2(Knowledge Management System), and production, productivity (Utilization, Occupancy), and agreed customer-service standards, contributed information and analysis to organizational strategic plans and reviews.Accountability for escalated calls, Investigating and resolving any complaints. To lead and drive a culture of One-Stop resolution to enable an improved customer experience in partnership with Nationwide Branch Network.Ensured monthly visits to a customer service center, Quartile visits to Production & Manufacturing side (Factory) for complete product knowledge to improve FCR. (from17% to 35%).

Its

•Coverage line included over 10+ employees out of which my direct reporting line is Operations which is the helpline First Call Activation (FCA), Sales & Upsell

Lahore

Master Of Business Administration (Mba), Project Management

M.Phill- Project Managment

Operations, Operations Management And Supervision

Six Sigma -Yellow Belt, Six Sigma, Lean Six Sigma Yellow Belt

Prince2 Primer, Project Management

Organization Development, Od, A

Activities and Societies: Federal government OD Certification

Six Sigma White Belt, Six Sigma

Certification

Ms History, International Relations And Affairs

Ms Political Sciences, Business, Management, Marketing, And Related Support Services, A

Bs (Business Administration), Business, Management, Marketing, And Related Support Services

BS-BBA-Marketing-Management

Bachelor Of Arts, Communication, Journalism, And Related Programs, B

Associate Engineer Degree, Computer Hardware Technology, A+

D.A.E Computer/Electronics

S.S.C, Science

SSC

M.Phill, Business Administration And Management, General, A+