Usman Subhani Email & Phone Number

04, Old Fcc Rd, Lahore – Kasur Rd, Gulberg Iii, Lahore, Punjab 54000

Sr. Manager Contact Center Level 1 – Global Operations in i2c's Lahore, Pakistan, office. Instrumental in managing the Lahore Contact Center Operations. Managing all aspects of the organization's customer service policies, objectives, and initiatives. Responsibilities have a direct impact to ensure the satisfaction of i2c's clients on which i2c's global customer base of banks and Fortune 1000 companies' business is based.

Digital Nexus

Managing day-to-day operations, Staffing, Client Account Handling, Projects Management, and end-to-end business handling.Directing and strategizing Business Growth.

Us Based Company - Operating In Pakistan Lahore

• Managing US-based projects in Lahore, IT Projects, Software QA Projects, Digital Marketing, and Social Media Projects using Jira, Confluence, Gantt Charts, Lucid Charts, and Todoist.• Project Management, end to end project handling, Project Planning, deliverables tracking through strong follow-up, Project documentation, Workforce planning as per project phases and dates, Project finalizing and handing over.Customer Success Manager • Client Management, conducting meetings with clients, keeping clients updated regarding project standings, delivery, outcomes & ER, ensuring exceptional services after project completion by managing tickets. • People Management, ensuring all the workforce is aligned as per goals and targets, delivering best Service Levels as per SLAs, Forecasting of staff as per Projects, work in hand, and as per upcoming projects.

Uk Based Company - Operating In Pakistan Lahore

• Managing 24/7 Call Center based in Lahore, bringing work from the UK to PK and following UK standards.• Project Management, Project Planning, deliverables tracking through strong follow-up, Project documentation, Workforce planning as per project phases and dates, Project finalizing and handing over.• Client Management, conducting meetings with clients, keeping clients updated regarding project standings, delivery, outcomes & ER, ensuring exceptional services after project completion by managing.• Conflict Management, Staff, Teams & Stakeholders conflict management, dealing with behavioral issues, handling minor & major conflicts by finding the root cause and giving the best solution in the interest of services.

Lahore, Pakistan

Focusing on Organization objectives, Processes, Campaigns Designing, and Projects related support to Customer Service Departments to enhance Customer Experience. Satisfaction rate enhanced from 70% to 95%. Boost in Business Development 30% by enabling customer touchpoints. Understanding the competitive position. Continuity plan and the management of audit programs. Implemented new loyalty program.Process Re-engineering to deliver exceptional Customer Experience and to bring operational efficiency achieving highest Service Levels 90%.Facilitating and initiating innovation and improvement initiatives through Data Analysis, Research, Building insights to support AHT, Recall, FCR, and NPS, etc. Reducing recall from 1.50 to 1.15 and improving FCR from 54% to 80%. Present alternatives, recommendations and assistance in Processes design, Products and Campaigns for Social Media Channels and Telenor Microfinance Banking Easy paisa, Implementation through communication, Presentations and conducting Training Created an integrated social media strategy that boosted FB page traffic by 55%, Coordinated with marketing executives, project managers, to identify trends, maximize advertising spending and increase the efficiency of campaigns.

Lahore, Pakistan

Improving self-service channels & keep volumes intact by routing customers to conventional and digital self-service channels. Working upon customer journeys, self-service analytics, capturing customer feedback for refinement of channels. Coordination with stakeholders of different segments for requirement gathering and business cases developments. In case of outages, ensure timely prompt placements to minimize outages impacts on volumes and customer experience. Effect Realization on all developments upon self-service channels. Work closely with Segments, Automation Team, Process design and Customer Experience Team for making changes in prompts as per requirements. Testing of Prompts, E-SMS Placements and Functionalities integrated at different nodes.

Pakistan

Additional responsibility for Building up new Out Sourcing Partner – Call Center floor management, monitoring to stable and provide standard quality services. Responsible for Supervision of newly on boarded call center Mind bridge to provide best customer services, empowering agents, team leads, quality assurance and processes department to work collaboratively for maintaining services standards.

Lahore, Pakistan

First call resolution focusing FTR (First Time Right) Providing Customer Service at optimum best level in order to enhance Customer Experience and reduce recall.Responsible for empowering call center to provide FCR initiating system innovation, Call Center Floor Monitoring, Huddles and Calibration Sessions, Process analysis and Process improvement initiatives to support AHT, Recall & FCR.

Pakistan

Support organization in delivering on the overall objective of enhancing Customer Experience through NPS – CSAT by enabling customer touch points to deliver exceptional customer services through the customers data analysis & building insights, finding solutions and closing the loops working collaboratively with stakeholders, customer touch points, support units.Applying CFL methodology over call centers, Analysis through mystery shopping, Face to Face and telephone interactions with customers to collect Net Promoting Score – CSAT & DSAT to identify customers pain points, Fracture points, Root cause of issues and finding solutions to all issues which customer faces on daily bases.Converting raw feedback of customer into actionable insights that can help the organization in finding what the customer wants, or prefers and utilizing this information into enhancing customer experience and increasing business growth. Conducting extensive research on various SOPs, Call Scenarios by utilizing sources such as customer / agent feedback, call listening, mystery shopping’s, focus groups and interviews etc.

Lahore, Pakistan

Forecasting, planning, & Execution of the plans. To provide support to Customer Care units in workforce & OPEX planning. Operational Delivery on Key customer care KPIs (Service Levels, Wait time, performance Management). Provide continuous improvement initiatives which are strategically aligned to the vision of the department, Manage OSP operations and give plans as per organizational goals and targets. Forecasting, Planning, Staffing of all customer care channels & Backend teams, Managing & developing CCD Operational Expenditures forecast. Help CCD to meet operational KPIs on Daily basis

Lahore, Pakistan

Position core focus towards monitoring daily operations of Customer Care Channels including live queue management & reporting with continuous alarm generation.Insights to all stakeholders on live situation & to achieve Customer Care operational KPI’s. Operational Delivery on Customer Care Channels KPI’s (Max. Wait Time, Abandonment, Connectivity, Service Levels). Reporting to enable channel achieve their KPI’s. Follow ups on issues resolution impacting Customer Experience within specified time period.

Pakistan

Easy paisa Call Center Representative, Promotion of new Financial Services and solving customer complaints. Customer’s best experience in first interaction by providing extended support through Inbound channel. Outbound Sales to support organization in onboarding new subscribers and business growth. Supervisor Escalations, Complaints Inbound – Outbound, Customer Retention & Insurance Selling and VAS Upselling upon inbound Calls.

Pakistan

In order to provide Best Customer Services CFL methodology is used to collect customer’s data by asking a set of questions as per standards. Responsible for customer’s complaints resolutions best experience by providing extended support through Inbound channel. Voice of Customer Survey Conducting, IVR Usage Survey Conducting. Daily Prepaid Package Plan change Survey Conducting, Compilation of Reports and Innovative Ideas regarding surveys.

Quality Assurance Department assures the best Quality Services, Products, Processes and delivery of communication with customers by the call centers and IVR in CCD (Customer Care Division) as per standards. Delivering best Quality Services to customers through Self Channel & Call Center. Evaluating Quality, Improving by highlighting improvement areas, Process GAPs, Compliance and Non-Compliance in the light of Policies and Procedures. Analysis regarding processes and upselling in the light of AHT Clocking and Quality, Quality Assurance Evaluation Sheet Development, Web Site, IVR and CRD Complaints Evaluations, Conducting Huddles & Quality Sessions.

Pakistan

Customer Services is back bone of every organization to show respect and giving importance to customer and to make customers connected and heard in order to retain and gain. Responsible for delivering basic information of Products, Packages and Offers. Onboarding new Customers and Retention of existing customers. Inbound / Outbound Calls, Supervisor Escalation Outbound Calls, Supervisor Queue Customer Retention, Complaint Handling, Customer Relationship Management.

Pakistan

Support to organization in boosting revenue through Call center stream. Responsible for VAS Upselling upon inbound Calls keeping in view Quality and AHT, Complaint Handling and delivering basic information of Products. Up-Selling Pitches generation, Upselling pitches training to team mates through Selling boilers. Sales Retention through Inbound & Outbound Calls, Insurance Selling Outbound Calls, Sale Complaints Handling, Sales Re-Conciliation Report generation.

Lahore, Pakistan

Overall Handling of 5 Digital Exchange Centers in terms of Management & Staffing. Responsible for Workforce Management. Public Dealing & Complaint Cell Management. Public Complaints Registering and Daily Faults Rectifications Reports, Daily Installation & Faults Feedback to Top Management (Director Phones, Official Letters. Army Complaint Cell Case Preparation & Handling.

Lahore, Pakistan

Overall Handling of Wireless Section, Wireless sets and Cards Selling, Online Data Maintenance, Sales Reports, Conciliation Re-conciliation Reports, Store Keeping, Collections & Deposit of Money into Bank Account. Delivering basic information of Wireless Set, Packages and Offers. Upselling, Onboarding new Customers and Retention of existing customers. Installation, activation & Trouble Shooting Guidelines to Customers, Customer Complaints, Store Collection, Damages, Faulty Sets, Accessories Reports, Storage, Returning, Handing over of Faulty Sets & Accessories, Audits (Internal)

Lahore, Pakistan

Development Planning & Forecasting of Network and Connections Supporting Technical Development Teams in Planning & Forecasting Cable Network according to customer demands. Diagrams of Planned Network, Forecasting Network with Diagrams, Preparation / Maintenance of Cable Record, Cable Cuttings, Damages & Repairing Record, Cabinets Record (Routing / Feeding of Cables from Cabinets), DPs Record (Good, Faulty Pairs, Working Connections along with numbers) Store Room Records.

Lahore, Pakistan

Overall Handling of Billing Complaints, Support to Revenue / Billing department Public Dealing / Handling hyper Customers, Receiving / taking care of Excessive Billing & Wrong Deduction Complaints. Thoroughly Investigations of Excessive Billing / Wrong Deductions, Numbers Observation reports from Control Room and follow-ups, Billing History / Trend collection from Revenue Department of each number, outside network checking for Tempering / Misuse reports from Supervisors. Identifying the problem and solution In the light of MRI Reports from Control room.Preparation of cases for DVC (Divisional Vigilance Committee) Meetings, Rebates / waivers to Customers, Report of Rebates / waivers to Revenue Department for adjustments. Letters to Customers regarding results of DVC Meeting, Invalid Excessive Billing & Wrong Deductions refusal letters / Face to Face Guidelines, Re-opening of refused cases on Customers request , Handing over refused cases to RVC (Regional Vigilance Committee) for rechecking

Lahore, Pakistan

Development & Training of NTC (New Telephone Connection) Program for customer registration. Business improvement Process building. Shifting / transforming manual work into digital by developing / introducing NTC program, New Customers Registration through NTC program, Issuance of Demand Notes, Advice Notes.Installation of NTC Program at Core Exchanges, Training's to Internees, Colleagues and Higher-ups regarding Application usage of NTC, Training regarding Customer Dealing (Face to Face interaction), Training modules designing and defining processes to ensure quality and customer satisfaction.Complete History, Data Entry of one phone line issued to different customers after disconnection from MDF (Main Distribution Frame) NTC Report on Daily Basis (Collection of Data from four different Exchanges after confirmation from control rooms of every Exchange) Official Letters.

Lahore, Pakistan

New Customers Registration through NTC program, Customer Dealing (Face to Face interaction) 3 HRS Daily Public Dealing, Guidelines / Information to Customer regarding New Phone Connections.Issuance of Demand Notes, Advice notes to Supervisors for Installation of New Phone Lines and Objection letter to Customers, Assurance of completion of required Documents.Issuance of Duplicate Bills, and Installments of Bills. Correction of Bills Collection of Paid Bills, Preparation of Deletion Slips, Restoration & Closing of Connections, NTC General Information, Public Complaints, Daily Faults Distribution, Rectification & Reports.