Syed Ali Shaheen Email and Phone Number

Key Areas of Expertise:🚀 Project Management: Successfully spearheading projects from inception to completion, ensuring timely delivery and exceeding client expectations.🌐 BPO Industry: In-depth knowledge and experience in the Business Process Outsourcing (BPO) industry, with a focus on operational excellence and client satisfaction.🤝 Team Management: Proficient in leading large teams, fostering a collaborative and high-performance culture that drives employee engagement and delivers outstanding results.📈 Net Promoter Score (NPS): Adept at implementing strategies to enhance NPS, measuring customer loyalty, and implementing improvements based on feedback.🖥️ CRM Software: Expertise in utilizing Customer Relationship Management (CRM) software to streamline processes, enhance customer interactions, and drive business growth.🌟 CX Manager: Passionate about creating and optimizing Customer Experience (CX) strategies to elevate brand perception and customer satisfaction.😊 Customer Satisfaction: Committed to delivering unparalleled customer satisfaction by understanding client needs and exceeding service expectations.📊 Data Analytics: Proficient in leveraging data analytics to extract actionable insights, drive informed decision-making, and enhance overall operational performance.📊 Salesforce Reporting and Dashboard Creation: Skilled in utilizing Salesforce for robust reporting and dashboard creation, providing real-time insights for informed decision-making.

Working in Ibex.Pakistan for SquareTrade a subsidiary of Allstate Insurance Company, a premier provider of protection & extended warranty services.Working in the capacity of Team Coach(team manager) in the supply chain & repair vendor network division by providing Back office services.Working as a liaison between US side supply chain management, local Ibex management and the supply chain team.Managing 80+ supply chain specialists offering state of the art services to the prestigious US based client's supply chain team.Develops project schedules and processes to ensure client satisfaction, project continuity and the timely delivery of services.Prepares regular progress, project status and team performance reports for both US and PK side managements.Conduct and/or contribute in the preparation of feasibility studies project proposals.Monitor deadlines/deliverables to ensure relevant information is communicated to all interested parties.Managing vendor network for repairs in all across USA and Canada for the items such as Lawn mowers, HVACs, Power Equipments, Major Appliances, etc.Using JIRA, world renowned Project Management tool, to track down the progress of the tasks/projects assigned to the BackOffice department.Using Salesforce, a top notch CRM platform. URL : https://www.salesforce.com/Managing the vendor network through Field Service Management platform i.e. ServicePower. URL : https://www.servicepower.com/.Weekly/monthly meeting with the local management & teams for feedback, assessments and performance optimization.

Worked as Back office executive in the supply chain & repair vendor network division.Using Salesforce, a top notch CRM platform. URL : https://www.salesforce.com/Managing the vendor network through Field Service Management platform i.e. ServicePower. URL : https://www.servicepower.com/.Close coordination and follow-ups through calls, emails and portal with the vendors for timely job completion.​Handling the BOQs submitted by vendors for timely approvals.Taking strong follow up with the vendors to stick with the compliances and guidelines provided.Handling invoices from the vendors after job completion & scrutinizing missing/error information from the vendors.Tracking SLA breach cases by vendors. KPI monitoring of vendors is also part of the job.Updating information on Salesforce & ServicePower portal for overall record maintenance, visibility and payments.Close coordination with the tier 1 sellers like HomeDepot, Amazon, Walmart, Costco etc.Ordering necessary parts for the jobs, and scheduling with the vendors for the job appointments.

-Manages and optimize field operation activities to ensure a timely and qualitative maintenance of the network as per the KPIs-Installation, commissioning and troubleshooting of Motorola BCU & DAP (Access Point Hardware).-Installation, commissioning and troubleshooting of Dragonwave Horizon Compact Microwave links.-Conducted LOS surveys for new microwave links-Commissioning & Troubleshooting of Eltek Valere power system that includes SmartPack/ FlatPack installation & configuration, Temperature sensor and Battery calibration, Battery Health Check, Alarms configuration, Alarm extender installation & Alarm patching.-Rectification & troubleshooting of site Alarms (HW, Equipment, Quality & External Alarms)-Managing technical documentation-Cluster Ownership of Sites with responsibilities of both Telco and non-Telco entities. Proactive Procedure management for least Network outages and effecting cost cutting measures.-Weekly/Monthly Reporting of Network Outage / Fueling Analysis and other Database Management.-Site Preventive Maintenance as per the defined Quality Standards and Steps taken for the rectification of issues.-In-House Development & Integration of tools to enhance operational activities/Site Infrastructure Maintenance Supervision and different value addition to network.

-BSS Engineer (Level-1 Support) for MYSON Engineering Systems in Karachi region.-Handling BSS issues for 872 Macro/Micro cell sites and providing BSS support for CM as well.-Delivering professional BSS support services (Alcatel Lucent BTS & Ericsson RBS) at customer project locations. Supervising the field teams(BSS specific) and providing technical support to resolve the issues related to BTS and MW over 872 2G/3G cell sites-Applying expertise to resolve Alcatel & Ericsson BSS related issues for rectification of DCR, CSSR, IHSR, TCH blocking, Zero Call and RTC drop in coordination with NOC.-Raising logical and genuine cases with Level-2 NOC for BSC License issues, Bandwidth and Tx Power allocation issues for the radios of the cell.

Working as Team Lead-Operations with b/m responsibilities-Managing Nine(Day/Night) teams including three Engineers and 14 Technicians. -Responsible for 175 Macro/Hub/NE Location Sites.-Ensure that the Field Maintenance is adequately staffed according to the service delivery requirements.-Supervision and technical support for Transmission related issues.-Keeping strict Follow up with Fueling Department and PM Coordinator to ensure uninterrupted availability of the services.-Responsible for the Spare part management system verification.-Responsible for the Network availability, KPI, Quality issues.-To ensure Corrective Maintenance procedures are properly conducted.-To ensure that proper health checks are performed on Degraded Sites.-To ensure 99% NAR of the network.-To rectify the issues which are the reasons for increasing network unavailability rate.-Populating suggestions to Vendor and Operator for full and final rectification of the issues which are on there hand.-Designing and implementing duty schedule for both Engineers and Technicians.-Justifying the MTTR breached cases to vendor.-Ensuring to avoid any cell down time to exceed MTTR defined by Vendor/Operator.Initially posted as Transmission Engineer in Engineering Services under contract of Ericsson Pakistan for PMCL (Mobilink-GSM).

Transmission Engineer in Vital Tech Engineering & Services under contract of Alcatel-Lucent Pakistan for PMCL (Mobilink).Key Responsibilities includes troubleshooting and resolving any alarm about NEC Microwave links and ALCATEL-LUCENT BTS(Evolium-A9100_MBI5 & MBO2).-Hands on experience on NEC SpectralWa ve C-Node, setting up the basic configuration including setting up Cross-Connect Configuration, Configuring IP-Parameters, and DCC Link Layer and Physical Layer Setup.-Hands on experience on NEC Pasolink, i-Pasolink, NEO-Pasolink installation and commissioning.-Troubleshooting and resolution of Microwave links of NEC. Microwave Loop shifting, loop testing, Abis break activity, High BER alarm, low BER alarm.-Working over the System of NEC 4E1s, 16E1s, 32E1s & 48E1s Microwave links/Network Elements.

-Worked in EESPAK as a BSS, Transmission and O&M engineer on MOBILINK Project-south in Karachi managing more than 240 sites(Macro/Micro/Umbrella) in Korangi sub-division.-Key Responsibilities includes troubleshooting and resolving any alarm about ALCATEL-LUCENT BTS(Evolium-A9100_MBI5 & Alcatel outdoor MBO Evolium 2G & 3G BTS ).-Hands on experience on Alcatel BTS-NEM B9/B10 GSM900 & GSM1800 (DCS) BTS Equipment including Offline commissioning, trouble shooting for SUMA Card, TRE (TRAGE, TRADE, TMX), ANCG, ANCD, Port swapping, Sector swapping, GSM 900&1800 TRE Expansion and Reduction using Alcatel BTS TERMINAL.-Alcatel BTS Commissioning, BTS expansion (sector addition), VSWR handling.

Internship mainly comprises of the detailed understanding of the TELECOM/SCADA system installed at the facility. Assignment was given to make an understanding of the calibration procedures of the Pressure transmitters and Flow transmitters.