Gender

Male

Location

Islamabad

Birthday:

June 23

About me

Designation: Project Manager Operations Tenure: June -2007 till Date (3+ years) Description: Currently responsible for managing several different programs based out of US and Canada, which includes business analysis programs and calling programs. ADT Canada (Home Security System) Alipse Merchant Services (Business Analysis/ Statement Analysis) Alipse Calling Team (Managing 22 Field Managers in US and 4 Area Managers) Home Loan Bank (Managed all the product of this company and competed with an Indian Call Center and their In House call Center, and managed to earn all the their programs. I managed this program for a year and generated highest revenue in the company in a month). Job description • Direct call center operations as a liaison between clients, supervisors, and call center employees. • Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. • Conduct group training sessions on financial products and services. • Coordinate the interviewing, hiring and training of over 200 customer service representatives. • Review call center statistics to measure staff performance and the need for improvement. Projects (Companies) worked on:  Home Loan Bank Mortgage Company,– Customer Support for Mortgage Business and lead generation.  Nation Star/ Centex Mortgage- Customer Support and mortgage Lead generation Designation: Team Lead Tenure: January-2006 to June 2007 (1.5 year) Description: Responsibilities included agent interaction, Quality Control, Team management and Training Job description • As team leader trained, motivated and supervised an outbound campaign staff of 50 agents. • Provide customer service excellence and technical support on telephony systems. • Ensured strict adherence to company policies and procedural guidelines. Education: Degree MBA Marketing (2- years) Institute Punjab University. Session 2006-2008 Degree BBA (3- years) Institute Punjab University. Session 2003-2006 Degree HSSC in Computer Sciences Institute IMCB F – 8/4 Session 2000-2002 Certificates & Awards:  Awarded 8 times with ‘Top Dog Award’ at Touchstone Ltd in recognition of excellent performance  Certified American Accent Neutralization  Attended a workshop on Coaching and Counseling skills facilitated by Dr. Margaret S. Gremli, sponsored by MDI (Management Development Institute).  Successfully completed 3 months Touchstone Executive Development Management Training Course from University Pittsburg Pennsylvania.  Got various attendance certificates on being regular.  Successfully Completed ASPECT Training Course for Call Center services. Skills: Customer Service & Understand customer philosophy. Trained to deal with angry customers. Communication skills Practice telephone ethics. Have Strong convincing and people skills. Computer skills Command over MS Office (Access, Word, Excel, and Power Point) Internet. MS Windows 2000-07 & XP and Computer programming languages. Presentation Skills Skilled in preparing & delivering presentations and approach to convince clients & employees. Leadership & Team building, delegation of duties and motivational techniques Motivational skills to drive enthusiasm and achieve desired targets/results on time. Others Report Writing, Good Analytical skills

Company

Touchstone Communication

Title

Project Manager