Ali Abbas Email & Phone Number

United States

Sheridan, Wyoming, United States

Lead comprehensive personal branding services that include LinkedIn optimization, resume refinement, and visual identity development.Help clients stand out by building profiles that highlight their unique value propositions and achievements.

Florida, United States

• Led a global CRM system integration project that improved client retention by 15% and reduced issue resolution time by 25%.• Directed cross-functional teams across different time zones, ensuring seamless collaboration and delivery of key milestones on time and within budget.• Implemented project management best practices, resulting in 20% cost reduction across operational processes.• Delivered workforce optimization strategies that improved team productivity by 18% while maintaining high customer satisfaction.

Lahore, Punjab, Pakistan

• Spearheaded a digital transformation initiative that enhanced service delivery by 20%, integrating real-time operational monitoring and analytics.• Led the development and implementation of a customer service portal, reducing support tickets by 30% and improving overall customer experience.• Managed multiple cross-functional teams and projects, ensuring the timely delivery of all project deliverables.• Improved operational efficiency through lean process optimizations, driving a 15% improvement in service turnaround times.

Lahore, Punjab, Pakistan

• Led the successful land acquisition and development project for Serenity Homes, overseeing financial planning, regulatory compliance, and stakeholder management.• Managed the land acquisition for the Times Square Builders low-cost housing scheme and the Dolmen Mall project in Lahore, ensuring all milestones were met.• Delivered a turnkey project for The Amber Salon, a premium family salon in DHA Lahore, ensuring all aspects of design, construction, and project execution were aligned with the client’s vision.• Developed and executed sales and marketing plans for Athena Holdings, a gated warehouse community in Gwadar.

Lahore, Punjab, Pakistan

• Led the Data Warehouse (DWH) establishment project, ensuring seamless integration with the company’s CRM and operational systems.• Managed the digitization of all physical CSAFs, reducing processing times and improving record-keeping efficiency.• Developed and implemented Business Intelligence (BI) dashboards for customer service performance, enhancing decision-making through real-time data.• Overhauled non-voice customer support channels and established an omnichannel experience, resulting in improved customer satisfaction.

Karāchi, Sindh, Pakistan

• Established a BPO service department, managing the complete setup from team formation to service delivery.• Led a project to resolve non-conformance issues (NCs) identified in the ISO 9001 audit, reviewing and improving call scripts and standardizing customer interactions.• Implemented strategies that increased revenue by 15% through the optimization of call center operations and improved client retention.

Lahore, Punjab, Pakistan

• Managed the development of the Charter for Customer Service Operations, establishing clear guidelines and performance metrics for the team.• Led a team restructuring project based on lean principles, resulting in a 40% cost reduction and improved service delivery.• Oversaw the automation of key processes and led a team right-sizing initiative, ensuring optimal resource allocation across customer support functions.• Implemented the CPE collection and refurbishment program, recovering $2.1M in assets and reducing capital expenditure on new equipment.

Karāchi, Sindh, Pakistan

• Managed the development of a Smart Troubleshooting Assistant that integrated with the CRM to streamline problem resolution, reducing support time and improving customer satisfaction.• Led a project to collect and analyze the Voice of the Customer (VoC), developing a rage meter to identify customers at risk of churn and driving proactive retention strategies.• Implemented the CPE Recovery Program, resulting in the recovery of $2.1M worth of equipment and reducing new asset costs.• Spearheaded initiatives to enhance customer support, improving overall customer retention by 12%.

Karāchi, Sindh, Pakistan

• Led employee training programs to improve service delivery, reducing customer complaints by 30% through more efficient support workflows.• Managed Quality Assurance processes to ensure service levels were consistently met and exceeded customer expectations.• Designed and implemented a QA performance monitoring system, leading to improvements in both employee productivity and service quality.

Pakistan

Bachelor Of Science (B.S.), Computer Science

Activities and Societies: Never Participated

Intermediate, Pre-Engineering

Activities and Societies: Computer Society, Literary Club

Matric, Science