Umar Farid Email & Phone Number

Northern Borders Region

Sultanate Of Oman

Responsible of P&L activities of the project.Enabling recovery of default customers as per assigned targets, monitoring notice delivery, disconnection and re-connections of water supply according to SLA's, maintaining work and safety clauses as per contract and Oman Labour law.Work force management of expat and local staff in reporting, managing daily operations work and end of the month performance reporting, salary/incentive management to finance department as per… Show more Responsible of P&L activities of the project.Enabling recovery of default customers as per assigned targets, monitoring notice delivery, disconnection and re-connections of water supply according to SLA's, maintaining work and safety clauses as per contract and Oman Labour law.Work force management of expat and local staff in reporting, managing daily operations work and end of the month performance reporting, salary/incentive management to finance department as per performance/Targets. Show less

Sultanate Of Oman

In charge of Meter Reading & Data Management, as a functional Manager, responsible of Electric/Water Meter Reading Management, Billing, Invoicing, Bill Delivery Management, MMR, Meter reading android device management. GPS Management of Customer accounts, GPS Mapping/Plotting, Reading Sequence Management, Monthly target management as per SLA defined by Muscat Electric and Public Authority for Water Oman. Direct reporting to Project Head Monthly Performance of the Project as… Show more In charge of Meter Reading & Data Management, as a functional Manager, responsible of Electric/Water Meter Reading Management, Billing, Invoicing, Bill Delivery Management, MMR, Meter reading android device management. GPS Management of Customer accounts, GPS Mapping/Plotting, Reading Sequence Management, Monthly target management as per SLA defined by Muscat Electric and Public Authority for Water Oman. Direct reporting to Project Head Monthly Performance of the Project as per licensing. Show less

Karachi

Consumer AccountsLeading the team of supervisors & meter readers and related reading activities; assures that meter readers diligently report metering discrepancies; ensuring accounts read as per schedule; monitors meter reader KPIs & takes corrective action as necessary.Manages data entry and processing operations(SAP ISU) to confirm meter readings and other necessary data are delivered to the billing department as required to produce accurate bills on… Show more Consumer AccountsLeading the team of supervisors & meter readers and related reading activities; assures that meter readers diligently report metering discrepancies; ensuring accounts read as per schedule; monitors meter reader KPIs & takes corrective action as necessary.Manages data entry and processing operations(SAP ISU) to confirm meter readings and other necessary data are delivered to the billing department as required to produce accurate bills on schedule.Coordinates in bill delivery operations; assures that properly trained personnel are available to deliver bills to customers on the scheduled day, enabling that they are diligent in delivering bills to customers.Provide prompt resolution on consumer tickets(using SAP CRM) and escalated complaints like wrong reading(Allowance and adjustments), Tariff change and other important consumer accounts related issues.Training and Leading newly hired training assistant managers and data control officers on job.Revenue Protection and RecoveryManages functions related to mount/dismounting of meters, including new customer installations and faulty meter replacement; assures that all orders for meter installation and change are promptly fulfilled, and all related information is delivered to the appropriate offices for data entry. Manages and Plan site inspection reports based on complain tickets routed from Customer Care.Manages activities related to meter inspections; assures that meter inspectors are engaged in a systematic program of inspections of metering installations, including meter bypass and direct hooking; monitors results of inspections and is responsible for retraining or replacement of under-performing inspectors. Show less

Karachi

Experienced of working in an office environment with diverse personalities.To lead the Team of 14 employees, managing, training and performance related tasksEscalation Contact Point – Internal and ExternalMicrosoft Live Meetings/Communicator/SharePoint with support teams, floor management for system services and resolutionsTo ensure availability adherence of every employee in my reporting lineResponsible for daily coaching of agents, and knowledge sharingManaging… Show more Experienced of working in an office environment with diverse personalities.To lead the Team of 14 employees, managing, training and performance related tasksEscalation Contact Point – Internal and ExternalMicrosoft Live Meetings/Communicator/SharePoint with support teams, floor management for system services and resolutionsTo ensure availability adherence of every employee in my reporting lineResponsible for daily coaching of agents, and knowledge sharingManaging teams Annual Leave planTraining on Corporate and Marketing Communication skills as per Q/A processes. Trained the new hired staff and existing staff on Products and Systems in depth.(2010-2011)Responsible for development of processes for measuring competency level of Contact Centre staff (2010)Conducted training activity and overlooking modules of every system and process for Contact Center KHI. Trained new hired batch of Call Center 2011, and refresher course for skill development of every employee Show less

Karachi

Hired as a Customer Care Exec in Contact Center, handled customer's queries/complain via inbound calls Acted as backup Team Lead 2011, also worked as Inbound Quality Evaluator Major tasks included team's reporting, meeting daily targets, providing first call resolution to the customers (FCR)Provide leadership and direction to team members as back up Team LeaderManage quality control procedures to monitor individual and team performanceEnsure all service standards… Show more Hired as a Customer Care Exec in Contact Center, handled customer's queries/complain via inbound calls Acted as backup Team Lead 2011, also worked as Inbound Quality Evaluator Major tasks included team's reporting, meeting daily targets, providing first call resolution to the customers (FCR)Provide leadership and direction to team members as back up Team LeaderManage quality control procedures to monitor individual and team performanceEnsure all service standards accomplishmentTeam motivation and target achievementDevelop team players and act as mentor when requiredBasic responsibilities of the first point of contact include providing customer facilitation and services with customer service excellence by fulfilling their requirements and exceeding expectations. Also to coordinate with other departments to make follow-ups of customers needs, requirements, complains and suggestions. I’ve been assigned leadership role and have not only experienced by positive appreciation by the top management but got different recognition awards and written acknowledgements by Floor Managers and Head of DepartmentsOther tasks included to train and guide team members, their tasks and responsibilities according to their KPI’s, conducts team meetings and presentations related to Team Building, Motivation, Leadership and Constructive Decision Making in critical situations to provide win-win solution to all internal and external customersMaintain daily, monthly team members performance sheet and analysis to find working areasDesigned Annual Leave plan for Floor Manager Teams Show less