Muhammad Nadeem Aslam
Supervisor Quality Assurance & CS
Dubai
Summary of Career
1. Over 7 years of experience of managing manifold projects, involving multiple disciplines and maintaining a constant track record to meet project goals, projects dates, project analysis, customer needs and objectives
2. Managing Quality Assurance of Call Center, E-Channels, Complaints Management and System Processes
3. Global and diversified experience including World Bank, Telenor, Spectrum, Frontier and local companies
4. Managed more than 300 resources of different domains and operations.
5. A target-oriented professional with a successful sales record. Builds and maintains a loyal client base through strong relationship-building skills, and excels at devising strategies for increased sales.
6. QA Analysis of all Customer Care Touch Points, Back end Teams, Sale Point channels
7. Strong people management skills, persuade team to produce best results
8. Strong organizational and time management ability; skilled in planning, scheduling and meeting deadlines.
9. An effective problem solver who can be trusted to independently resolve queries and facilitate the flow of information across numerous business areas.
10. 7. Supervise and support the overall performance of Regional Operation Support Team, assist with career development and act as a matrix manager
I won Employee of the month Award multiple times in Abacus Consulting and Systems Limited.
• Successfully Launched more than 10 projects and made their SOP(s). • Successfully Trained more than 300 resources on different Projects with respect to Product Knowledge, Soft Skills, Customer Service Management and Complaint Management. • Successfully tested CRM and Web-portals of Projects to make it error free, for smooth operations. • Managed more than 50 resources in one team and had run a project all alone. I was responsible for their KPI(s), adherence and production with All reporting related responsibilities to Executive Management. • Successfully brought 50 Million (PKR) deposit in the Branch in one year with 250 new accounts. • Additional responsibilities include managing the Admin related Issues, Vender Management, Procurement and day to day smooth Admin related operational activities.
Experience as Supervisor Quality Assurance & CS
07 September 2017
08 May 2020
• Managing a team of 15+ QA Analysts
• Responsible for their adherence, productivity, training and grooming
• Weekly & monthly management reporting & day to day assigned tasks from management
• Sales verification on Spectrum, Frontier, Hughes Net, AT&T, Team Viewer, Vitamin World (International Projects)
• To ensure customers are being handled as per SOPs
• Working as organization wide(Lhr, Khi & India) POC for sales verification projects
• Responsible for all process related communications, dissemination, updates and red books to be rolled out
• Responsible for enhanced customer experience by achieving desired scores for QSL, CFL & NPS
• Evaluation and training of new inductions and their on-boarding
Experience as Business Development Officer
Allied Bank
01 March 2017
31 March 2018
• Engage in market in order to identify new business opportunities
• Explain to potential customers about the various benefits of products or services offered by company and them up so as to close the business leads
• Respond to queries and complaints of clients in regards the company’s products. This should be done in a timely manners
• Develop business proposals for existing and new customers
• Prepare annual budget (marketing) and track expenses relating to the budget
• Develop comprehensive knowledge about the business and its development practices, its marketing activities, prospective clients, and the trends for the industry
• Establish a knowledge storehouse of clients, referrals, REPs, presentations, and prospects
• Participate in forums related to the industry; conferences and client discussions. In other words, act as a representative of the company
• Supervise database of client relationship management and utilize the result to manage customers and the mailing lists
Experience as Quality Assurance Officer – Telenor Pakistan
Abacus Consulting
01 July 2014
31 December 2016
• Preparation of Training need Analysis through Call Evaluations, Spot Checks, Customer Satisfaction Surveys, NPS etc.
• Design, Develop & Deliver Trainings (Soft Skills, Motivational, Behavioral & Product Related) for Contact Centers, Business Centers, Newly Hired Staff
• QA Analysis of all Customer Care Touch Points, Back end Teams, Telenor Sale Point channels and Corporate Account Managers
• Assuring the achievement of monthly Quality Service Level to the threshold set by higher management
• Facilitated Customer Satisfaction Survey for all Customer Care touch points through regular spot checks
• Provide ongoing support in achieving Zero % Error Level in all Quality Analysis Reports
• Training of nationwide Customer Care staff on newly launched products, processes and systems at Telenor
Experience as Customer Care Representative
Abacus Consulting
01 April 2013
30 June 2014
• Highly experienced Customer Service professional portfolio and able to handle a high pressure of customer calls in a fast paced environment with minimum supervision.
• Excellent listening skills, oral and written communications.
• Comfortable in interacting with all levels of the organization and public.
• Excellent problem solving and negotiating skills.
• Able to make decisions independently and quickly with minimal escalations.
• Accurately documented, researched and resolved customer service issues.
• Addressed and resolved customer product complaints sympathetically and professionally.
• Acted professionally and patiently when addressing negative customer feedback.
• Effectively managed a high-volume of inbound and outbound customer calls.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
Bachelor 31 December 2015
University of the Punjab — Lahore