Khair ul Wara

CURRICULAM VITAE Personal Profile:- NAME: -    Khair-Ul-Wara Khan ADDRESS:  House # R744 Block-15 F.B Area Karachi. CONTACT# Cell:-+92-302-8260040 & +92-321-2109195 E-MAIL ID: [email protected] and [email protected]   Operational Skill: - A competent and highly motivated professional with more than 13 years of experience in Customer care, Contact Center, Support Center, Resource Planning, Operation management, Customer Services, Quality Assurance and Training. Distinctive expertise in staff performance tracking, KPI monitoring & efficient utilization of department resource.   Professional Experiences: Overall working experience of more than 13 years in the field of customer services   Company: - Altpay                                                                                                         Oct 2016 till date Position: -Head of Customer Services ·         Assembled and hired call center, support center and field engineers team including CCRs, Fes, TLs and Managers and Regional Managers ·         Provided guidelines to software developers in designing and implementing CRM and reporting modules ·         Staff and operations management ·         Staff training ·         Roster management ·         Overall customer care  budgeting and salary management ·         Ensuring that targets are being met ·         Designed over all processes, SOPs and organizational policies ·         Set staff KPI parameters     Company: - MOBILINK (Vimplecom)                                                                        July 2014 till June 2016 Position: -Quality Assurance Supervisor ·         Evaluating Contact Center, Backend Support and Business Center Staff ·         Standardization and refinement of SOP (Standard Operating Procedures) ·         Revamping and Redesigning ongoing procedures ·         Conducting daily refreshers ·         Conducting trainings for contact center, business center staff and franchise staff ·         POC for nationwide correspondence   Company: - MOBILINK (Vimplecom)                                                                       Jan 2012 till July 2014 Position: -Team Leader (Inbound/Outbound Contact Center) ·         Leading call center Teams Providing customer support on queries and complaints First Call Resolutions (FCR) Track exceptions and live agents performance in WFMS (adherence monitoring tool) ·         Floor management, staff motivation, coaching & counseling ·         Managing team’s administrative concerns/issues ·         Analyzing team performance   Company: - MOBILINK (Vimplecom)                                                                       Dec 2010 till Jan 2012 Position: -Team Coordinator (Inbound Contact Center-111) ·         Coordination/Communication between team leader and team members Product and call handling skills coaching sessions within team on regular basis Working as adherence POC for team Looking after team and smooth operations in absence of team leader Company: - MOBILINK (Vimplecom)                                                                       Jan 2007 till Dec 2010 Position: -CCR (Inbound Contact Center-111) Answering customer queries and registering complaints of different segments Strive to provide First Call Resolutions (FCR) Working as a team within a group of co-workers ·         Understanding customer issues and approaching management for betterment   Academics: - ·         B.A ·         Intermediate(Commerce) ·         Matriculation (Science)   Key Competencies & Personal Skills: -   ·         Quality Assurance by mentoring, standardizing processes and periodical evaluation ·         Customer Care Division Reporting skill ·         Formation of Policies ·         Designing KPIs ·         Contact Center skill management ·         Strong interpersonal, management and leadership skills. ·         Proficient with CRM environment (SIEBLE and E-Point ) ·         Ability to work independently, in a fast-paced environment ·         Proficient in Microsoft Office ·         Leadership & team bonding Skill   Contributions & Achievements: - ·         Successfully initiated SMART SYSTEM HANDLING trainee program for Contact Center ·         Conducted Prepaid, Postpaid and Mobicash Customers Training Workshops ·         Successfully led Recruitment process for hiring new staff in contact center Arranged Recreational events inside/outside the office for contact center staff Presented with Productivity Champ award for helping team members to achieve their productivity targets by opting smart handling Awarded “Employee of the Month”, “Call of the fame” awards Trainings and Development Courses:- ·         Segmented scheduling techniques for improved staffing and customer experience §  Skill Management, segment based virtual forecasting & Scheduling   ·         Emotional intelligence at workplace ·         Business solutions and services ·         Understanding technology to boost customer delight ·         Delegation Skills ·         Driving a high performance culture ·         Seal the deal ·         Critical thinking and innovation ·         Leading with passion ·         Coaching for enhanced performance ·         Culture of excellence ·         Serve to inspire ·         Excell with excel ·         Essential people management skills for managers       References: - Shall be available on request.