Danish Akram

DANISH AKRAM Address: Phone: Email: LinkedIn: Sharjah, United Arab Emirates --www.linkedin.com/in/danish-akram-80a10-jan SUMMARY Experienced management professional with more than 20 years in customer service, sales, client success, contact center operations, workforce management, and CX strategy. Held positions like Manager of Customer Care, Operations Manager, and Team Manager with a focus on the improvement of service delivery, operational processes, project management, and team outcomes. Expertise in customer service systems, workforce planning, performance evaluation, and quality assurance. Proven experience in marketing forecasting, pricing models, and scheduling as well as operational processes. Demonstrated proven ability to manage teams and improve processes and align business strategies with service goals. WORK EXPERIENCE Manager – Customer Service and Branch Operations, ECO Drive Driving Center — Dubai, UAE DEC 2022 - PRESENT Consistently achieved 100% of branch sales targets for the last 8 consecutive months, reflecting strong sales and leadership skills. Organized targeted marketing initiatives that increased branch sales and boosted walk-in customer inquiries Expanded the corporate client portfolio by acquiring and managing new accounts. This resulted in a measurable increase in corporate sales, strong client relationships, and added value to continued revenue growth and business development. Led the ECO Drive app implementation, ensuring deployment across 33 branches with zero operational disruptions. Set up and launched a 40-seat call center, increasing customer engagement and boosting service capacity by 80%. Established a team of 15 outbound sales agents and designed the processes to optimize performance and drive results. Redesigned the call center IVR system to improve connectivity, ensuring all sales inquiry calls are routed directly to the outbound sales team for faster and more efficient handling. Developed and implemented comprehensive pricing models, schedules, guidelines, and procedural frameworks. Established a dedicated complaint management department, reducing complaints by 30%, and enhancing customer experience which helped customer retention. Designed and enforced MIS reports for call centers and branches, enabling management to make data-backed improvements in customer service. Introduced a fixed shift pattern for branch staff, boosting productivity by 20% and enhancing employee satisfaction. Introduced advanced training sessions, increasing service efficiency and staff competency. Assistant Manager – Excellence Driving Center — Dubai, UAE July 2020 – Dec 2022 Established and executed policies & producers and SOP. Assisted in employee recruitment, training, disciplining, performance evaluation, promotion, and termination activities. Provided technical expertise, contributing to a 15% reduction in system failures. Monitored or reviewed calls or other correspondence between representatives and customers. Managed VIP customer processes and handled branch operations. Managed to set up 15 branches and branch processes for excellence driving. Set up a 20-seat call center for inbound and outbound sales and customer services. Team Captain – Workforce Management, Emirates National Bank— Dubai, UAE Oct 2013 – Jan 2020 Successfully implemented AVAYA Business Advocate, enhancing call-routing efficiency and reducing wait times by 15%. Introduced fixed shift patterns for agents while maintaining a 95%+ service level, improving staff satisfaction and reducing absenteeism. Launched a new adherence system via SharePoint, reducing email traffic by 40% and saving 3 full-time equivalent (FTE) positions. Managed the seamless operation of the Emirates NBD/Islamic Contact Centre, ensuring consistent service delivery across all functions. Collaborated with IT to deploy new technologies, increasing productivity by 20% and driving operational profitability. Contact Center Operations Scheduler- Specialist II, MOBILINK GSM — (PMCL) Pakistan Mobile Communications Ltd - Karachi, Pakistan Jul 2007 – Sept 2013 Bestowed with the Five Years Excellence Award by Rashid Khan, CEO of Mobilink. Commanded a robust team of 600+ Scheduling Agents in the Contact Center using workforce management (WFM/ Blue Pumpkin) Adopted a robust customer quality monitoring framework, and enforced adherence to achieving high levels of quality and compliance. Accredited with Employee Performance Recognition Awards, for exhibiting unparalleled commitment and ownership for delivery of enhanced operations. Dexterously handled Nationwide traffic and load management, leveraging utilization of “Best Call Routing” among 3 Centers. Applied advanced forecasting techniques for staff and service trade-offs. Monitored traffic patterns to optimize resource allocation. Identified improvement areas via service level and customer satisfaction analysis. EDUCATION Master of Business Administration KASBITKarachi Bachelor of Business Administration Preston Institute Management Science & Technology (PIMSAT) ADDITIONAL CERTIFICATION Oracle SQL/DBA - Oracle University Diploma Aptech Computer Education COURSES AND PROFESSIONAL TRAINING Lean Six Sigma, Emirates Institute for Banking & Financial Studies Business Process Re-engineering, Emirates Institute for Banking & Financial Studies Emirates NBD Certified Associate Global Management Consultant to AVAYA Leap onto Leadership Ladder – Global Management Consultants, Dubai Certified Associate Professional Emirates NBD, Dubai Conquering Your Projects (Project Management), Professor Dr. Azhar Mansur Khan Customer Services Empowerment of Service - Max Barbri, Konsultants Team Building by Farhad - Navitus Culture of Excellence CORE SKILLS Contact Centre Management Workforce Planning & Management Operations Excellence Performance Management Relationship Management Drive Sales, Service & Quality Intelligence & Insights Management Reporting Contact Center Metrics Escalation Containment Complain Management Training & Development Leadership Client Success Management Data Analysis PERSONAL SKILLS Team Management Teamwork Critical Thinking Communication Leadership CONTACT MANAGEMENT SYSTEM Impact 360 Discovery Module (Blue Pumpkin) – Workforce Management SystemTeam work Avaya Call Management System (CMS)Communication QlikView's Fresh Chat/Fresh Desk VCC: Live - software used by Emirates NBD face banking HITS - HR Management System Mobilink GSM. LANGUAGES English - Fluent Urdu - Native