Customer Service Manager

Syed Aamer Sharif

*** ************ **, ** *******, AB, T4B 0T2 7923 Rippling Stream Ln,

Richmond TX 77407

Cell: 587-***-****, Home 587-***-****

*************@*****.***

Project Manager-TELUS, Calgary

Jul 12- Present

Managing multiple projects with a budget of $15MM-$25MM by leveraging human

capital, effective leadership and communication coupled with sharp business

acumen in driving overall results. A genuine team player committed and

focused on customer first and loyalty, while generating revenue streams-

bottom line.

. Plan, execute and finalize projects delivery timelines within budget

and project scope

. Manage financials including monthly variance reporting and explanation

(SAP reporting)

. Responsible for maintaining and executing multiple milestones in SAP

by partnering with design and build team(s)

. Manage overall project life cycle (initiate, build, in-service and

close-SAP)

Assetest: Country Manager -Canada

Oct 11-May 12

. Single point of contact for inquiries for services related to Risk

Base Assessment

. Provide Request for Work proposals, benefit analysis on reducing risk

in an operational petroleum plant

Sr. Vice President Call Centre (Formerly known as The Royal Bank of

Scotland / ABN AMRO) Aug 07-Aug 11

Core Competencies:

Project Management Management Consulting Offshore Management

Process Improvement Training & Support Quality Assurance

Employee Retention Vendor Management Succession Planning

Contact Centre:

. Managed Inbound and Outbound contact centre for over 300 + agents /

staff while ensuring unparalleled customer services

. Managed Operations, Training and Quality for Inbound / Outbound,

while fostering a culture of high engagement

. Leveraged inbound team to cross sell products to reduce cost per call

and provide a one stop solution

. Implemented save desk, live escalation and complaints unit to

solve customer issues real time

. Increased IVR completion rate (23% to 30%) by redesigning IVR self

service banking modules

. Increased and maintained Outbound cross sales revenue at $300,000 per

month with 80 to 90 agents ( ~$ 130 per day)

. Workforce management, cost and revenue projection, process

engineering, people development, retention and cohesive management to

gain overall efficiencies of departments via multi skill agents /

cross management

. Developed Quality Model for India, Singapore, Indonesia and Taiwan to

streamline quality assurance

Cross Sales Outbound / Inbound Target Accomplishments:

Average sales Revenue generated in between $250,000 to $300,000 per month

. Developed a High performance, engaged, motivated teams

. Cross trained Agents as contingent strategy to uplift revenue impacted

by absenteeism and attrition

. Planned backfill training based on monthly attrition rate within

budget

. Continuous daily motivation sessions, refresher training and cross

product training per monthly planned calendar

Alternate Delivery:

. Leveraging alternative distribution channels- inbound/ outbound, e

business (ATMs), mobile phone as diversion strategy to maximize

revenue and Direct Banking cost effective channels

. Deployments and Managements of 92 ATMs while maintaining 96% ATM

uptime service level

. Support business partners in cross selling and meeting monthly revenue

targets of over $180,000 / $2 MM per year

Service Quality:

Core Competencies:

Service Quality Framework Problem Handling Satisfaction Customer Loyalty

Voice of Customer Kaizen Problem Handling

Incidence

Complaint Management Training and Delivery Process

Reengineering

. Responsible for 76 branch network across Pakistan measuring and

improving customer experience

. Developed and implemented KSI for branch banking, responsible for

training needs, process engineering, compliance requirements including

MANTAS and Risk Reassessment Accounts

. Monthly KSI presentation to CEO including stake holders from a branch

banking perspective

. Reduced complaints from 5,000 to 2,000 in four months by improving

processes and product training

. Set up an escalation unit to take live complaint calls and provide

real time resolution

Director-Alt Source Communications

May 06- Mar 07

Karachi, Pakistan

. Managed US and UK (inbound &outbound) projects from an operational,

training and quality perspective

. Started UK inbound/outbound project for SKY, developed in-house CRM

reporting tool (60 Agents)

. Started UK-Toucan project, and successfully increased team size by

100% (40 Agents)

Country Manager: Client Services-Advance Information System (AIS)

Aug-05-Mar-06

S&P Group-Bangkok, Thailand: Client liaison/consultant providing

recommendations on IVR improvement

. Designed high level call flow natural speech recognition

. IVR: Reduce number of interfaces between IVR and CTI server

. Enable IVR to send more data attachments to snapshot into one CTI

snapshot

. Add ZERO to ANI for calls that bypassed IVR

Sr. Business Manager, Client Services-Citibank-US, Convergys

Dec 03-Aug 05

. Managed operations for 150+ Agents in multiple sites-generated revenue

in excess of $6 MM per year; client services responsibilities include

internal coordination of program set-up: IS coordination, volume

forecasting, budgeting cost per call, capacity planning and financial

invoices including monthly revenue forecasting

. Take lead on Workforce Management, new hire training, MIS, Quality

Monitoring and IVR analysis

. Successfully deployed disaster recovery site in Florida with 100%

business recovery in minutes

Business Manage-Convergys-US

Aug 00-Dec 03

. AT&T Wireless: US- Client liaison supporting daily operations for 400

+ Associates

. Conducted weekly client monitoring and calibration session including

weekly performance

. Monthly commission management for 400+ Agents ($300,000-$500,000)

PM, including customer service

. Forecasting revenue outlook for AWS portfolio for over $ 24 MM per

year

Operations Manager: attws.com-Convergys-US

Aug 99-Aug 00

. Responsible for managing attws.com for orders received via KANA email

for wireless phones

. Coaching and developing Team leaders by measuring KPI's for data entry

team

Team Leader-Convergys (Toyota Lexus, Discover and Ameritech)-US

Feb 97-Aug 99

. Responsible for team meetings, call monitoring, coaching & feedback

and attendance management

. Monitor AVAYA-CMS for high AUX, ACW and ATT / Front line Agent in Feb

97

EDUCATION: Southern Illinois University at Edwardsville, USA

- Master of Public Administration

1995

- Bachelor of Science in Business Administration-Specialization in

Marketing

1990

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