Muhammad Sajjad Shafi Khan

Muhammad Sajjad Shafi Khan Customer Delivery Specialist at Jumo Dedicated, productive, and highly motivated Professional with 10 plus years of experience, strong analytical skills and the ability to learn concepts quickly. An excellent performing individual with the ability to work well under pressure, consistently delivering quick and accurate results. Seeking a position that will challenge me with my career goals while working with a motivated team. ✔ Business Process ReEngineering ✔ Communication Skills ✔ Data Analysis & Presentation ✔ Contact Center Management & Operations ✔ Process Design ✔ Project Management ✔ Stakeholder Management ✔ Vendor Management  House L47 Cantt View Bedian Road Bhatta Chowk Lahore Cantt Lahore, Pakistan  Academics Bachelor in Arts | 2005 University of the Punjab, Lahore  Certifications Freelancing https://digiskills.pk/verify Ministry of Information Technology & Telecom Starting April 2020  Experience 15 years 10 months Jun 2021 - Present 1.1 years Mar 2021 - Present 3 months Dec 2020 - Mar 2021 11 months Jan 2020 - Dec 2020 3.5 years May 2016 - Nov 2019 Customer Delivery Specialist Consult n Deal  - ✉- Master's in Business Administration | 2007 University of South Asia, Lahore  Strengths & Skills Jumo Contact Info Digital Marketing https://digiskills.pk/verify Ministry of Information Technology & Telecom Starting April 2020 Head Of Marketing & Contact Center YC Solutions Project Manager Acusling & Epic Homes America Freelance Expert Telenor Pakistan Contact Center Outsourcing & Process Re Engineering Executive Telenor Pakistan  Awards Highest Ever Daily CSAT Achievement in Prepaid 345 | 2017 Highest New Sim Activation Nationwide Competition | 2008  Industries 2.2 years Mar 2014 - May 2016 4.4 years Oct 2009 - Mar 2014 Telecommunication/ISP Ecare Officer Telenor Pakistan Financial Services Support Officer/Customer Relations Officer Warid Telecom 2.5 years Apr 2007 - Oct 2009 Team Lead Mobile Number Portability  Projects * Functional Areas Management Consulting Marketing Operations Planning & Development Project Management  Languages Easypaisa Account Upselling Project (Easypaisa, Telenor Pakistan) Contact Center Launch Project (Telenor Pakistan) English - Native Punjabi - Native Urdu - Native Contact Center Uplift Project (Telenor Pakistan)  Hobbies  Work History Jumo Customer Delivery Specialist Jun 2021 - Present (10 months) Lahore, Pakistan Effectively enable all customer touchpoints, and manage operational partner relationships, by delivering solutions to challenges and opportunities identified in both Urdu and English. ● Proactively drive the operational efficiencies of the customer experience in line with company processes and agreed standards Sports Gaming Travel ● Identify and act on opportunities for continuous service improvement and to resolve any issues that may arise through gathering and understanding product feedback via customers, reporting and other initiatives such as research calls, focus groups and surveys ● Provide support and monitor all partner customer touchpoints, including professional and effective training to all JUMO and Client Call Centre Agents on the use of our products and on resolving customer queries ● Observe customer calls and extract key insights to prepare insightful reporting, including social media and operations trends, in order to enhance the overall customer experience ● Manage all customer escalations and support queries within SLA, by driving internal stakeholder resolution of these in the business ● Track and report on all technical incidents affecting customer experience, while engaging with internal technical teams to investigate, understand and resolve, the root cause technical issues ● Assist in managing and configuring internal customer support systems ● Support other functional departments by coordinating the integration of new Mobile Network Operators, Financial Service Providers or Products in the territory ● Translate English into Urdu where needed ● Manage logistics, travel arrangements and other ad hoc duties Consult n Deal Head Of Marketing & Contact Center Mar 2021 - Present (1.1 years) Lahore, Pakistan Contributes to marketing strategy by leveraging social media to identify and acquire customers. Obtains market share by developing social media marketing plans and programs for each product and directing promotional support. Provides short- and long-term market forecasts and reports by directing market research collection, analysis, and interpretation of market data. Develops new approaches for market development, acquiring and analyzing data, and consulting with internal and external sources. Achieves financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions. Completes social media marketing department operational requirements by scheduling and assigning employees and following up on work results. Maintains social media marketing staff by recruiting, selecting, orienting, and training employees. Maintains social media marketing staff job results by counseling and disciplining employees; and planning, monitoring, and appraising job results. Hire, onboard and train call center personnel. Analyze call center data and prepare reports for upper management. Set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers. Responsible for conducting interviews and hiring real estate sales staff. Develop and implement training programs that teach sales agents how to get customers, negotiate real estate deals, acquire financing, and properly fill out sale paperwork. Maintain relationships with repeat clients to keep them satisfied and promote future business opportunities and referrals. Meeting with clients who need specialized attention or who are experiencing a difficult situation. Assist sales agents who need guidance with client meetings and communication. Manage and control advertising budgets. YC Solutions Project Manager Leading project planning sessions Coordinating staff and internal resources Managing project progress and adapt work as required Ensuring projects meet deadlines Managing relationships with clients and stakeholders Conducting project review and creating detailed reports for executive staff Optimising and improving processes and the overall approach where necessary Securing growth opportunities and initiating new projects Managing large and diverse teams Develop a detailed project plan to monitor and track progress Dec 2020 - Mar 2021 (3 months) Lahore, Pakistan Report and escalate to management as needed Create and maintain comprehensive project documentation Delegate project tasks based on junior staff members' individual strengths, skill sets and experience levels Perform other related duties as assigned Acusling & Epic Homes America Freelance Expert Jan 2020 - Dec 2020 (11 months) Lahore, Pakistan Professional Freelancer working with different International Clients and Companies by providing services mentioned below: 1. Brand Manager 2. Real Estate Cold Calling & Appointment Setter 3. Data Administration & Management 4. Outreach Expert 5. Affiliate Marketing Detailed description of the companies and responsbilities are mentioned below Brand Manager - Minitiger & LeradiantCo Works with the Program Manager and Director of Operations to promote brand apparel Reaching out to customers using different social media platforms i.e. Facebook, Instagram, LinkedIn Closing sales and meeting daily, weekly and monthly targets Creating new content for outlets for brand awareness and promotions Designing different promotional campaigns in competition with other similar competitor Affiliate Marketing Manager- Acusling Managing the company’s external and internal affiliate programs through all phases, including brainstorming, launch, maintaining, trafficking, marketing, reporting, optimization and analysis. Responsible for identifying, evaluating and recruiting new affiliates to increase brand distribution and interfacing with internal marketing and other team to develop and implement marketing strategies and support affiliate programs. Meeting daily, weekly and monthly sales targets Coaching new affiliates on different affiliate programs to achieve maximum sales Outreach Expert - Helios Smiles Searching and contacting Dental offices and Dentists for Contract signing Lead generation Providing end to end support to Dental offices and Dentists from contract till the duration of the services Cold Calling & Data Adminitration Expert - Epic Homes America Cold calling Home owners in USA and setting appointments for sale/purchase of properties Uploading cold calling data and property details in REI system Distribution of data to cold calling executives on daily basis Recruiting and coaching Cold Calling Executives Telenor Pakistan Contact Center Outsourcing & Process Re Engineering Executive May 2016 - Nov 2019 (3.5 years) Islamabad, Pakistan Financial Services – 3737 Helpline (Inbound & Outbound) Webchat Prepaid – 345 (Inbound) Key member of OSP Management team, overlooking Vendor Management, Process development, process re-engineering of FS and Prepaid contact center in Abacus Islamabad. Following are few of my job descriptions in this role. I am looking after day in and day out operations of Vendor and looking after all the performance and operation goals. Our core objective is to deliver the entire customer KPI’s from vendor. Working with different stakeholders in order to improve customer experience and to deliver Key deliverables from Vendor. Ensure that Vendor meets / exceeds Service Level, FCR, Quality Scores and other goals as per the contract on regular basis. Establish strong relationships with the Vendor management team. Establish strong communication channels with Vendors management team for effective communication of expectations and performance management. I am also responsible for desirable customer service threshold, identify customer pain points and engage with different stakeholders for the resolution of such issues Work with stakeholders to identify business requirements, processes and risks. Act as the bridge between the Vendor and Telenor Pakistan to ensure smooth functioning of processes across the board. Provide support to Vendor management team in meeting their KPIs. To ensure that all daily deliverables are met. I am also responsible for any loop closure either for a single customer or issues which arise in BULK. My key focus is to get every issue rectified and resolved and deliver high level of customer centric approach. Assist and work with other CCD Support Units in ensuring that all capacity modelling, problem identification and rectification at OSP is done effectively and accurately. Be the “go between” between TP and the OSP and ensure that all information that is meant to be transferred to the OSPs is transferred effectively and accurately. To highlight areas of improvement and offer solutions to resolve issues both in day to day work and also keep a view on the overall picture. Define, implement and maintain business processes and procedures to meet business objectives. Communication, execution & implementation of process with stakeholder and vendor agreement Coordination with cross-functional teams and other departments for development & deployment of new products & services. Analyzing business/customer data to gain services insights followed by action plan to improve customer experience and operational excellence against offered products. Reporting & communication to internal and external stakeholders related to Easypaisa Back-end operations/Products/Complaint SOPs Analyze and identify opportunities for business process improvements. Use best practices to carry out business process analysis, re-engineering, process measurements and change management activities. Telenor Pakistan Mar 2014 - May 2016 (2.2 years) Ecare Officer Lahore, Pakistan Ensure highest standards of written communication while answering customers’ queries/complaints via email support Accountable for all types of electronic customer services support via all non-voice platforms like emails, regulatory, PTA, , letters and faxes Develop and enhance user experience on non-voice platforms by providing standardized and quality of services Carrying out the backend task assigned on daily basis Responsible for meeting all targets/KPI’s on daily bases as set by the department A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct. Contribute to manage team objectives through team work Telenor Pakistan Financial Services Support Officer/Customer Relations Officer Oct 2009 - Mar 2014 (4.4 years) Lahore, Pakistan By asking questions, listening carefully and showing empathy, Aim to get to the heart of what customers truly want. Act as a liaison between customer service and other departments bringing a specific complaint from a customer to the attention of someone who can resolve the situation. Highlighting general feedback from customers in order to help build a better product or develop a new service. Sometimes there isn’t an easy answer to a situation with a customer. When such scenarios arise, we are tasked with figuring out what went wrong, how problems might be fixed and how to keep them from happening again. Building connections on behalf of the company in order to improve relationship with the customers. Warid Telecom Team Lead Mobile Number Portability Apr 2007 - Oct 2009 (2.5 years) Lahore, Pakistan Developing and sharing leadset of customers porting out from the company Data Analysis on top customer pain points and exploring key items to ensure customers issues/complaints are resolved Highlighting pain points of the customers and ensuring end to end resolution to the customers Responsible to raise issues to Sales and Service Centers, Franchises, Sales & Distribution, Network teams or other departments for urgent resolution Working strategically – Understanding the link between team's work and the organization’s strategic objectives. Balance local and business needs with the long term objectives Responsible for conducting periodic meeting with team to provide performance feedback.  Projects Easypaisa Account Upselling Project Apr 2018 - Oct 2018 (6 months) Company: Easypaisa, Telenor Pakistan / Easypaisa, Telenor Bank Resource training Process development Reporting and Analysis Contact Center Launch Project Dec 2017 - Mar 2018 (3 months) Company: Telenor Pakistan / Abacus Consulting I was part of Abacus Islamabad launch project. From project initiation till current performance of this center I was looking after Hiring, training, system enablement, Engagement of CCD and Telenor Bank teams, and Customer KPI’s delivery and to enable Vendor to perform as per our expectations. Contact Center Uplift Project Jun 2014 - Dec 2014 (6 months) Company: Telenor Pakistan / Sybrid PVT Limited I was part of Easypaisa Helpline 3737 Outsourcing project and had responsibilities from Resource hiring, Training, Training material development, Ensuring TOT sessions till the first call from the customer. Ensuring high level of services as per the standards of Telenor Pakistan  References Muzammal Khan Regional Manager JazzCash |- Jazz-Muhammad Rashid Assistant Manager S&D | - Telenor Pakistan-Ali Hasan Head Of Customer Services Operations | - Telenor Bank-