Syed Mujtaba Shah
Email:-| Phone: -
An organized, results-oriented Customer Experience and Process Improvement individual with an
excellent track record of significantly increasing service quality, sales and customer base.
KEY ACHIEVEMENTS
★ Errands Services: Developed the Training and Development department by infusing strategies
for Voice and Non-Voice customer services to improve the companies production and gross yield.
★ Touchstone Communications: Served the operations and was responsible for leading my team to
achieve daily goals. I managed my team to be categorized as one of top performing teams.
★ Hillcrest Solutions (Private) Limited: Helped in tailoring Training and Development Plans as per
requirements of our clientele. Engaged in setting up various outsource teams for notable clients like
HUAWEI, Redbull, United Bank Limited offering services in different aspects ranging from marketing to
customer support.
★ Iscos-CISL: As a Finance Manager and Administrator i was responsible of allocating, Manage and
Monitor the INGO’s resources to carry out programs relating to poverty alleviation, Empowerment,
Awareness, Etc.
★ Bank Alfalah Pvt Ltd: As a marketing resource i was able to approach and get clientele ranging from
individuals, businesses and companies.
AREAS OF EXPERTISE
1.
Specialized in research, design, development & implementation of services for marketing and
training for BPO’s, customer/technical support, customer success & telemarketing industries.
2.
Expertise in Customer Experience, Customer Satisfaction, Net Promoter Score, Customer Effort
Score, and other measurement strategies
3.
Expertise in Customer Experience, Customer Satisfaction, Net Promoter Score, Customer Effort
Score, and other measurement strategies.
4.
Adept in process improvement, Data Audit/Analysis, Risk and Fraud Analysis, Training &
Development, Business Process Outsourcing Ops.
5.
Diverse experience in various domains of Telecom Marketing, Customer Intelligence, Insurance
(health, medical, life, automobile, home/security, Mortgage, Solar, etc.)
6.
Market Exposure: Pakistan, USA, GCC.
EMPLOYMENT HISTORY
Manager Training & Development Assurance
Errands Services Pvt. Ltd
July 2021 – Present
Established and tracked quality department goals and objectives.
Devised, established and communicated quality assurance and Training and development
procedures, standards and specifications for operations department.
Cooperated with operations, human resource, Quality Assurance and client to verify adherence to
quality standards.
Reported areas of improvement to managers and fellow departments.
Evaluated interactions between associates and customers to assess personnel performance and
implement strategies for customer satisfaction improvement.
Developed quality planning for multiple campaigns and product launches by verifying customer &
client requirements and implementing in production.
Applied coaching techniques and tools to support managers and team members in improving
performance.
Scheduled and chaired quality review meetings to review effectiveness of performance mitigating
risk, improving throughput and achieving customer satisfaction.
Ensured professionalism and compliance with company’s standards.
Team Leader Operations
Touchstone Communications-
Was picked up for for the M-T-O (Management Training Officer) program.
During the 2 month training i was introduced to all the departments and processes of the the
company.
Deployed as Team Leader Operations.
Managed a team of 30 + individuals.
Ensured smooth and vigorous strategies to meet with daily goals.
Enhanced the performance of my team by implementing various tools like monitoring, coaching
and training.
Ensured proactive time management strategies.
Project Analyst / Master Trainer
HillCrest Solutions Pvt Ltd-
Helping clients with their outsource human resource requirements ranging from Marketing to
Customer Support.
Developed and implemented programs and strategies to cater clientele needs according to their
requirements.
Worked on developing marketing programs and inbound customer care solutions.
BUSSINESS DEVELOPMENT OFFICER
Bank Alfalah Private Limited-
Marketing of different products offered by the bank.
Analytical Thinking, Devising Marketing Strategies.
Business Management and Development.
During my tenure i managed to get a notable number of clients.
Administrator/Finance Manager
ISCOS-CISL
April 2014-July 2014
ISCOS was an INGO funded by the Italian Embassy running projects to help eradicate poverty and to
promote self sustainability among the targeted audience of Khyber Pakhtunkhuwa.
I performed the role of an Administrator and Finance Manager and was incharge of teams operating in
Peshawar, Lahore and Islamabad.
During my tenure I was involved in activities such as running office affairs, procurement activities, Field
work etc.
Customer Services Representative
Touchstone Communications-
Worked on a program backed by the United States Federal Housing Administration.
Offering financial solutions to the people of the United States.
During my tenure I was awarded with awards such as star caller etc.
Education
Iqra University Islamabad
Bachelors of Science and Development Studies
[-]
Major Modules: Strategic Marketing, Strategic Management, Project Management, Entrepreneurship,
International Urban and Rural Development Issues and Perspectives, Disaster Vulnerability and
Development, International Relations, Foreign Policy.
Private Examination
Intermediate in Humanities
[-]
Major Modules: SOCIOLOGY, ECONOMICS and CIVICS
Saint Mary's Academy
Matriculation in Science
[2003]
Major Modules: Maths, Physics, Biology.