Management Quality Assurance

Basharat H. Jafri

***/*** ********* ******, ***********, ON L5B3Z2

(Cell 647-***-**** Home 905-***-****, Email *********@*******.***

Call Center Expert Result Oriented Client Retention Specialist

Team Management Customer Care Quality Assurance

Career Objective

Seeking a challenging position in an customer care environment where I can utilize my multi-dimensional skill, dedication and potential for business and career growth

Summary of Experience

Mobilink GSM (A Vimpelcom Telecom Company) Aug 2005 to May 2012

Manager – Customer Care / Contact Center

Mobilink is the pioneer of GSM technology and largest cellular / data service providers in Pakistan with over 32 million subscriber base. Declared among Top 5 outstanding achievers of Mobilink (2009)

• Looked after state of the art AVAYA based 24/7 call center with dedicated customer care help lines.

• Successfully implemented resource optimization thru out- source model with cost effectiveness

• Managed customer care back end operations and support services / revenue assurance thru VAS and up selling as well

• Trained staff on Quality and Service level bench marks

• Successfully integrated and applied BSR (Best Service Routing) technology for better service levels

• In Year 2009 planned and successfully executed nationwide retailer helpline with 25 resources through AVAYA IT.

• I have on credit, IVR revamping on all help lines (111, 789, 1344) - Customer segmentation and swiftly skill change functions.

• Organized talent hunt assessment centers, interviewed and pre-screened talent for hiring.

• Operations execution and time management

• Liaison with marketing, technical and operation support to ensure smooth operation and

• Streamlining processes to achieve customer satisfaction / control churn. Service level management in accordance with customer’s segmentation model (Platinum, Gold, Silver, Bronze)

IPSOS-ASI Ltd Toronto, Ontario, Canada Aug 2000 - July 2004

Supervisor (Call Center Operations)

• Call Center Team, time and target management

• Supervised market research projects of clients like BELL CANADA, TD bank, Rogers AT&T, Molson Canadian, which includes quality monitoring, system operations, project planning and onward performance evaluation

• Project progress / analytical reports

• Helped team members in meeting their targets thru demonstration, motivation and professional analysis of their performance.

• Performance evaluation the team, Briefed them on quality issues and prepare their progress / assessment reports.

• Responsible and involved in maintaining service levels, target achievement, quota management, distribution of assignments, preparation of production analysis.

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Education

MBA - USA, Major: Marketing [Position Holder with 3.75 GPA] 2000

B.Com - Hailey College of Commerce

Professional Training

6 Month Diploma in Business Management and Marketing

International Standard Organization (ISO 9000). Short course on Quality Management System.

Certificate of Excellence on Behavioural Interviewing Skills Workshop

Certificate course on emotional intelligence Organized by American Management Association (AMA)

Three module training on “Leadership Development” by Global management Consultant (U.A.E).

People Manager Tool Kit - 3 modules training by Mobilink through International trainers (UK-UAE-Singapore)

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