Curriculum Vitae
Shoaib Amin
Shoaib Amin – PMP, TQM, SSYB
Lahore, Pakistan
Mobile :- Other:- Email:-
PROFESSIONAL PROFILE
Business Process Improvement | Enterprise Risk Management | Customer Services
Project Management, Six Sigma (Yellow Belt) & TQM Certified, COPC CSP & CIAC Ops Trained, pursuing SSGB & CIA (Certified Internal Auditor), over 11
Years’ experience in Business Process Improvement, Operations, Enterprise Risk Management and on Business Analysis side for Branded Retail (Sales
& Service Centers, Franchise outlets & Easyshops) ,Digital points, Front End Customer Touch Points (Contact Centers, Voice/non-voice) & Back End
Support Units within Customer Care Department of Pakistan’s 2nd largest Telecom Operator, Telenor Pakistan, having customer base of more than 30
Million.
Business Process Improvement
Enterprise Risk Management
Recognized experience in improving & implementing Customer Care
Department Business Processes on Six Sigma methodology across the
channel to achieve organization’s desired ambition of becoming a
Customer Centric Company and alignment with set Strategic Pillars
i.e. OE & Upselling
Definition & deployment of KPIs, OLAs applying Six Sigma tools to
measure the process maturity and efficiency in term of quality of
service & process compliance
Managed Process Design & Improvement, Operations Team in
Customer Department that provided end-2-end Business Process
Improvement and Operational support to 35 Walk in Centers
Nationwide, more than 2000 Call Center Agents (based at different
geographical locations), 200K Retailers nationwide with a traffic of on
an average 150K calls on official helpline/day, 7000 customers at Walk
in Centers & Back-end Support Units.
CFL / NPS (Closed Feedback Loop) operational implementation i.e.
Inner & Outer loops closures for improving experience at all customer
touch points
Experience in developing, monitoring and analyzing trends, CSI / FCR
(Customer Satisfaction Index / First call resolution) and VOC to
understand customer insight for retention and aligning business
processes as per customer needs
Responsible for Interdepartmental coordination and communication
Technical (System and Applications) Requirement Analysis – Business
Side
Customer Care Department Microsoft SharePoint Content
Management, Administration, Development & Health Check
Leadership Attitude
Leading Customer Care Department Risk Management in compliance with
COSO ERM (Enterprise Risk Management) Framework & Sarbanes-Oxley Act
Section 404, ICFR.
Responsible for maintenance & visibility of Customer Care Department
Risk Universe (Risk Profile) to Risk Owners via centralized Risk Governance
Portal
Risk Assessment of new & existing technology & information systems to
identify vulnerabilities that can affect the confidentiality , integrity &
availability of sensitive information
Empowering line Management to Manage Risks & development of Risk
Management Culture within the department
Working in collaboration with respective stakeholders to identify &
implement consistent and effective approaches to Risk Governance &
control based activities
Responsible for implementation of organization Governance Policies and
Procedures within Customer Care Department
EXPLORE
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ENGAGE
|
EMPOWER
|
EXECUTE
RECOGNIZED ACHIEVEMENTS
Business Process Improvement
Automated, Streamlined manual Operations / Processes & offloaded non
value adding operations saving PKR 7 Million / Year resulting in enhanced
operational efficiency and employee motivation
Supported the channel upsell strategy to sell VAS & Data from contact
center resulting in revenue generation of over Rs. 200 Million for 2
consecutive years
Developed 118 Subunit Processes for Customer Care Division resulting in
operational efficiency and cost saving
Achievements with respect to company’s ambition of becoming customer
centric organization;
o Network, VAS & Products related call center complaints overall
reduced to approx. 20% by Process Improvement.
o Overall Call Center AHT (average handling Time) saved by 5 sec
o NPS (Net Promoter Score) improved overall by 3%
Developed & Managed Central Information Repository using Microsoft
Sharepoint (MOSS 2007) for entire Customer Care Division, with the help
of this interface Customer Care Division achieved remarkable
improvements in first call resolution (FCR / CSI) by 22% and Average
Handled Time / Service Time (AHT) overall by 5 seconds, agent’s / front
end staff ease, resulting in enhanced customer experience and cost
saving.
As a People Manager scored more than 90% (Internal Survey Result) in
Leadership, Employee Engagement, Work life Balance, Team Motivation,
Employee growth
Enterprise Risk Management
Contact Center Modernization Project Risk Assessment – Awarded
outstanding & Inspiring Performance Award for Project Risk Assessment –
Dec 2015
Contributed in achieving Customer Care Department Strategic Ambition
i.e. Best in Class Service, Smarter Channel Evolution, Omni Channel
Enablement & Remodeling Complaint Experience by performing Risk
Assessment of more than 90% of Customer Care Department Information
Systems/ Applications such as ;
o Siebel
o ZTE_SMS_Call_Blocker
o Vega Portal
o ZTE SMS OFF NET TOOL
o UVC (VMS)
o ZTE SMS ON NET TOOL
o iCBS
o Tracker
o EVC (SMAP)
o HLR
o 345 IVR Insight
o Smart Number
o Data Doctor 1 & 2
o RBT System
o Magic Screen & Smart Agent
Curriculum Vitae
Developed SNAPE (Email Management System) that provided complete
visibility of :
o Team’s Performed Tasks
o Team’s Bandwidth
o Detailed Reporting Of Operations
o Visibility of Requests Status To Stakeholders
o Streamlined Escalation Medium
Being the divisional POC acted as a hub between my division and other
BUs and achieved recognition in following major areas:o Positive stakeholder’s perception management and relationship
o Effective communication across the channel
o Efficient Change Management
Initiated & Operationalized CCD Collaborative Forum that included POCs
from all units to eliminate GAPs between the units / team for smooth &
collaborative operations, the forum is held on monthly basis and has
proved to be highly productive.
Initiated & Finalized SLAs with stakeholders for efficient deliveries
Shoaib Amin
Access Control – Initiated & Successfully completed Customer Care
Department critical applications (mentioned Below) level User access
audit (Roles /Authority Audit) i.e. identification and reversion of illicit
access, also deployed Bi-Yearly Application Access Audit Process.
o Siebel
o iCBS
o POS
o Magic Screen
o EVC
o UVC
Awarded overall Exceeds Expectations in year 2015 for exceptionally high
quality of work performed in all essential areas of responsibility such as;
o Projects Risk Assessment
o Business Units Risk Assessment
o Vendor Contracts Risk Assessment
o Information Systems Risk Assessment
o Exceptional Stakeholder Management
AREAS OF STRENGTH
Change Management | Business Process Improvement| People Management | Business Analysis | Internal Communication | Customer Experience
Management | Data Analysis | Process Automation | Enterprise Risk Management | Project Management
PROFESSIONAL EXPERIENCE
Interim Head, Specialist Fraud & Risk Assessment – Customer Care Division – Nov 2013 – Till Date
Telenor Pakistan (Telecom Operator)
Responsible for Customer Care Department Risk Assessments in compliance with COSO ERM (Enterprise Risk Management) Framework
Projects Risk Assessment
Business Units Risk Assessment
Vendor Contracts Documentation Risk Assessment
Information Systems Risk Assessment
Application Level Role/Profile Access Control
Ensure effectiveness and efficiency of Operations
Reliability of financial Reporting
Analysis of data produced by different source systems in GSM network and IT
Cross-functional coordination with area experts, systems owners and business users within Customer care Division And external departments for
detection and identification of key risk areas
Assistance in development of logical and reconciliatory controls over GSM network systems and Business support systems for detection of revenue
leakages with ICO
Controls Design, development and optimization (Automate)
Investigations
Team Lead Business Process Design & Improvement, Operations – Customer Care Division
Jan 2012 – Nov 2013
Telenor Pakistan (Telecom Operator)
Leading Process Design & Improvement, Operations unit in Customer Care Division , that provides Business Process Development, Operational support &
System Level Enhancement Support to all Walk in Centers Nationwide, 3 contact centers based at different geographical locations and backend support
units
Responsible for ensuring that our business processes are customer centric , customer satisfaction & experience is not effected ,First call resolution is
provided, Average call handling & Service time meets our agreed thresholds and internal customers get full support.
Identify and analyze existing processes for risk, inefficiencies, duplication and bottlenecks for streamlining/simplification
Model and document the AS-IS and TO-BE business process, creating business cases for automation of business processes to move from AS-IS to a system
that support TO-BE state
Educating business users responsible for managing and operating business processes
Responsible for launching new Products / Processes, providing support on information/complaints/servicing related queries from all channels
Acted as divisional HUB for coordination with BUs
Responsible for Stakeholders Relationship & Perception Management
Responsible for divisional SharePoint Content Management, Administration, Development & Health Check
Ensuring units Projects are Conducted in Compliance to Standards
Technical (System and Applications) Requirement Analysis – Business Side
Monitoring the quantitative and qualitative team’s performed tasks and visibility to Management via weekly / monthly dashboards
Responsible for Team building, ensuring Team Work and keeping Team’s motivation level high
Executive Systems & Process (Business Process Improvement / Business Analyst)
June 2006 – Dec 2011
Telenor Pakistan (Telecom Operator)
Development / Reengineering of Customer Relations Department Business Processes specifically related to Contact Center (Official Call Center) and
Contact Center Support Units.
Responsible for launching new Products / Processes, providing relevant training material to
Trainers and taking care of information/complaints/servicing related matters from all channels
Technical (System and Applications) Requirement Analysis – Business Side
Responsible for providing end to end operational support to Contact Center, Dealer Support and Support Units
Involved in Implementation of new Technology & Systems for Customer Relations Deptt by supervising UAT's, FUT's, raising CRs & FS documents.
Gathering internal / external customers VOC with respect to Processes, analyzing trends and aligning business processes as per findings
Responsible for Maintenance & updations of Customer Relations Department System Access Control List & Information on the intranet.
Customer Relations Officer (Telenor Pakistan)
(Customer Relations Dept)
April 2005 –June 2006
The job responsibility was to provide an efficient and high quality telephone and administration service to customers, by responding to incoming calls
in a prompt and polite manner- whilst maximizing all opportunities to enhance the relationship with each customer.
Making a positive contribution to achievement of service standards and department objectives, by flagging operational issues and making
recommendations for process improvements via Team Leader.
Establishing and maintaining a professional relationship with all customers, internal and external and represent company Brand values to best effect
Curriculum Vitae
MIS Officer
Shoaib Amin
(Islamia University)
Nov 2004 - April 2005
Job responsibility was to coordinate with Software Developers in automation of Examinations System software
Successfully deployed the application and was responsible for basic troubleshooting and maintenance.
Projects Delivered
Sales & Distribution AND Customer Relations Dept Integration Project
SOHO (SME Postpaid) launch
2011
New segment launched within the SME for Postpaid
Systems and Processes requirements analysis
Responsible for development of business processes for official Contact Center and Nationwide Customer Service Centers
Coordination with Trainers to train the Contact Center and Customer Service Centers nationwide
Responsible for overall operations, information / Complaints / Servicing related matters handling
Coordination with Inventory & Trade Marketing Departments
Dealer Support Project
2010 –
End To End Business Processes development for Dealer Support Operations at Outsource Service Provider
Systems requirement analysis and development
Providing access to the information portal and uploading / management of entire information related to product and Processes
Responsible for maintaining agreed Service levels and AHT
DEPARTMENT SUB UNIT PROCESSES DEVELOPMENT/REENGINEERING
2009
Developed / Reengineered 118 Sub Unit Processes for Support Units of Customer Relations Dept.
Objective was to remove redundant / non value adding activities effecting operational processes
Risk identification / Removing Loose Controls & Providing effective measurement on Processes
POSTPAID PROCESSES REENGINEERING
2012
Merger of SnD Department with CRD Department
Identification & Alignment of all Business Process followed at both departments
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2008
The need to have the Postpaid Processes Reengineered was critical as more Postpaid customer base was forecasted and the existing Processes at that
time needed major changes / updates.
The Processes reengineered were mostly After Sale and Internal at CRD and S&D end to provide efficient customer services. Processes Reengineering
Project successfully completed as per the timelines.
CRD (Customer Relations Dept) INFORMATION PORTAL (Using Sharepoint (MOSS 2007))
CALL CENTER MIGRATION
-2007
Developed RFQ for CCD Information Portal, One Stop Information Access for Internal employees.
CRD Information Portal is designed to cater the needs for all CCD units/ teams and bringing them to one platform. The end user has all the
information required to cater customer queries. Moreover, it is one stop information access (OSIA) for all the CCD employees to successfully support
and accomplish their daily tasks.
Consolidated the relevant data, uploaded on the Information Portal and launched successfully.
Currently responsible for OSIA maintenance which is an on going process in order to provide timely information to entire CCD.
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2006
Responsibility was to evaluate and validate availability of all the BSS Applications, Hardware Required and Network availability for around 500 Call
Center Agents at a different location.
This was an Operations Critical Task for a Call Center and the Call Center was successfully put into production as per the Project timelines.
Call Center Migration Project was successfully accomplished as per the Project timelines.
Trainings - Telenor Pakistan
Six Sigma
| COPC CSP
| CIAC Ops
Certification
Project Management (Virtual University Pakistan) , TQM (Virtual University Pakistan) , Leadership & Management -(Navitus Consulting),
Six Sigma (Yellow Belt)
Trainings Delivered - Telenor Pakistan
Train The Trainers Program
I was responsible for conducting Training Program to Train the Training Team on the Customer Relations Department Business Processes
Training Of Call Center Agents
I was responsible for the Training of around 100 Newly Hired Call Center Agents.
ACADEMIC HIGHLIGHTS
PRESTON UNIVERSITY - MCS - (Masters Of Computer Sciences) – 2003
ISLAMIA UNIVERSITY BAHAWALPUR - BSc ( Bachelors Of Sciences ) – 1999
