Naeem Anwar

Naeem Anwar H # 14, ST # 168, Sector G-13/3, Islamabad, Pakistan. Cell Phone #: - E-mail: - Quality Management System Standards Process designing and implementation Customer Experience Management Retention & Churn Control Project Management Customer Life Cycle Management Over Eleven years’ experience in Customer Service domains, I have taken key role in improving customer experience through the following tactics, Complaint Management System Resolving Customer Inquiries Supervising overall functions Mentoring and Directing Providing personal Interaction Design and Implementation of Post Archival Verification Process Implementation of ISO standards and achieved Certification Pro-active Retention campaigns on Potential churners Centralization of nationwide Contact Centers QA Unit Design and Implementation of Customer Experience Survey Assistant Manager Organization: Airblue Jan, 2021 - Till Date Managing the daily running of the call center, including sourcing equipment, effective resource planning, and implementing call center strategies and operations. Drives operational excellence. Ensuring all relevant communications, records and data are updated and recorded. Creates an environment that cares for our frontline team members. Leads airport team to perform their work in a safe, efficient manner. Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service. Coaches and mentors call center & frontline team members in skill development, customer service elevation, and company culture behaviors. Promotes an environment of mutual respect and trust between frontline team members. Establishes and promotes effective relationships with an external and internal customer base that fosters compassion, authenticity, integrity, respect, and dignity. Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance. Assistant Manager (Contact Center) Organization: PTCL (Contact Center) Nov, 2017 – Dec, 2020 Manage end to end the customer management workflow. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishment. Responsible for driving customer lifetime value through various programs to bring customers back on network Manage the call center to achieve quantitative and qualitative objectives. Formulating and implement the acquisition, cross-sell, growth and retention strategies for up and mid-segment customers, aiming to achieve the business targets and improve customer experience. Conduct effective resource planning to maximize the productivity of resources. Responsible for monitoring daily dormancy & Usage Dip trends and devising strategies/campaigns for reducing gross churn and increasing reconnections. Building and managing the customer database and using analytics to target the right customer with the relevant offers. Translating insight into action and providing commercial recommendations to improve & enhance retentions efforts. Supervisor quality assurance Organization: PTCL (Contact Center) Oct, 2012 to Nov, 2017 Working as a lead auditor to implement QMS standards to sustain ISO. Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring. Use quality monitoring data management system to compile and track performance at team and individual level. Analyze quality and performance trends to provide recommendations for improvement. Maintain current and accurate records of all relevant communications, Audit, Corrective Action Plans, and Effectiveness monitoring. . Quality assurance & Training executive Organization: PTCL (Contact Center) Jan, 2011 to Sep, 2012 Department: Quality Assurance. Participated in design of call monitoring formats and quality standards. Performed call monitoring and provided trend data to site management team. Used quality monitoring data management system to compile and track performance at team and individual level. Monitored email customer context. Participated in customer and client listening programs to identify customer needs and expectations. Designing and expanding training and development programs based on the needs. Counseled CCR’s to use the most effective and efficient means for handling calls without sacrificing customer service, while achieving the stated goals. Developed effective induction program. Customer service representative Organization: PTCL (Contact Center) May, 2009 to Jan, 2011 Department: Operations Handled the outbound/Inbound calls for telemarketing/sales, Retention and customer service/satisfaction. Providing information to the customers related to products and services. Up sell products and services. Achieved 4 months’ consecutive top slot in Monthly Quality Assurance Report. Management awarded no less than 03 appreciation letters for best performance. Internship in Action-aid (NGO) Organization:NGO April, 2007 to June, 2007 Department:HR Expedited administration routines and made the filing system more efficient. Bachelor’s in commerce (2008) Punjab College of commerce “Stepping UP Our Service Culture” by Mr. Ron Kaufman (International Speaker & Author) “Customer Care Excellence” by Mr. Mian Omer Shah (EVP Customer Care) “Effective Sustainability of ISO 9001:2008 Workshop” “Creating the agents for tomorrow” by Ovex Technologies & PTCL academy “Managerial Skills” by Ovex Technologies & PTCL academy “Train the trainer” by Ovex Technologies & PTCL academy “Internal Quality Auditing Training Program (QMS ISO 9001:2008)” “Customer care” from PTCL academy Islamabad QMS Auditor/Lead Auditor-IRCA (UK) Registered