Waseem Rasool Email & Phone Number

Multan, Punjab, Pakistan

- Responsible to ensure a high-quality standard of Customer Services at the Regional Franchises.

Sargodha

• Enriching Customer Experience• Regional Customer Care Insight Reporting• Business Development & Sales• Business Processes Improvement & Compliance check• Business Analysis with Competition

Muzaffarabad

-Responsible for achieving customer satisfaction in the dimensions of performance criteria i.e. customer satisfaction and mystery shopper survey, EQM analysis, Bi-monthly quizzes of staff and data posting in CRM -Ensuring smooth operations of Business Center as per defined SOPs -Evaluation and performance appraisal of staff through score card-To ensuring that we deliver on our service promises at all points within the delivery chain and to be the voice of the customer inside the company.-Activity reporting, staff motivation & schedule adherence, center ambience and management of routine operations within the defined key performance parameters and standards.-To respond to input from customers and support managers (complaints, praise and concerns) to help us identify better ways of providing the service.-Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a long term solution is provided.-Presenting to management team headline stats and analysis with recommendations for changes.-Undertaking customer satisfaction research to identify customer’s experience of service.-Providing help and advice to customers using organisation's products or services.-Training staff to deliver a high standard of customer service.-Leading a team of customer service staff.Achievements:• No 1, Business Center Of the Year Nationwide 2015• No 1, Business Center Of Q1, Q2 2016, Nationwide

Islamabad, Pakistan

People ManagerMotivational SpeakingTrainingsManage a team of Contact Center agentsFloor OperationsEnsure Personal Grooming & Interpersonal Skills of AgentsEnsure timely Logins/ LogoutsIdentification of system related issues before and during the shiftConstant check on Adherence/ Floor conductManage by Walk About as and when requiredSolving Customer's issues by taking One Step AheadEnsure Total Customer Satisfaction

Islamabad, Pakistan

Public SpeakingMotivational SpeakingTrainingsManage a team in Quality Assurance DepartmentDeveloping and trainings on Standard Operating ProceduresEvaluations of Floor Teams and Backend TeamsCoordination with QA Center to deploy OR Change the SOPsResponsible for quality assurance, evaluations, feedback and monitoring at the call center.Conducting daily clinics for the Customer service representatives of the call center. Conducting Trainings on Customer Services Skills (Contact Center)Orientation and training of new hired and existing employees.Generating analytical reports for the Quality Assurance Manager, Contact Center.

Islamabad, Pakistan

Public SpeakingMotivational SpeakingMedia Production• Audio Production, Jingles, Commercials & Promotions• Prime time DJ, Produced Commercials, Station Ids, promotions & Programs• Produced & Hosted Number of Sponsored Live Road Shows of National & Intl. Products• Interviewed Personalities i-e. Economists, Showbiz etc.

Karachi, Pakistan

ResponsibilitiesConducting Exhibitions at National & International LevelPeople ManagmentHR StaffingMarketing of Art Gallery Products; Includes Paintings, Sculptures, Handy CraftsAchievements:Successfully conducted two Exhibitions in New Delhi, IndiaEnhanced Media Promotions for the Organization

Islamabad

Responsibilities• People Management• HR Staffing• Management of Programming department, Produced Radio Imaging• Hiring of Programming Staff (Presenters, Production Engineers)• Planning and managing promotional activates with SponsorsAchievements:• Successfully Managing of Programming Department• Trained Presenters with special training module• Manage Sponsored Live & Recorded shows

Gujrat, Pakistan

ResponsibilitiesPeople ManagerPublic SpeakingMotivational SpeakingMedia Production• Planning, Establishing and Management of Radios in Gujrat, Gujrawala, Sheikhupura• Radio Programming, Production, Sales & Marketing Strategies• Complete Radio Station Imaging according to Area requirement and Radio profile• HR Staffing & Training of Programming and Sales & Marketing Departments• Inaugurated by Chief Minister of Punjab – Ch. Pervez Elahi (Currently he is deputy Prim Minister of Pakistan)

Islamabad, Pakistan

• Online dealing with Internet Users & Customers• Office LAN Maintenance, Work on IP Tracer, Wireless LAN and Router

Islamabad, Pakistan

• Audio Production, Jingles, Commercials, Promos• Prime time DJ, Produced Commercials, Station Ids, promotions & Programs• Produced & Hosted Number of Sponsored Live Road Shows of National & Intl. Products• Interviewed Personalities i-e. Economists, Showbiz etc.

Islamabad, Pakistan

• Selling/Marketing of Internet Services• Awarded “PANTHER of the Month for September, 2000”