Nauman Quddusi, Customer Service Professional

SWVL

Dec 2021 – May 2022

Karachi, Pakistan

Customer Care and Experience Lead

• Building customer care team in house as well as with the BPO partner • Ensuring customer satisfaction level reached above 90% • Brining response time to under 2 mins and full resolution time to under 20 mins • Revising customer compensation matrix for a better customer experience • Identifying issues on Captain’s end to improve customer experience • Analyzing daily DSAT data to identify and remedy issues impacting customer experience • Defining QA scorecard and evaluation process for Kenya and Pakistan • Managing end to end services with the BPO partner • Identifying solutions and best practices for resolving ad-hoc problems • Interacting with stakeholders at multiple levels to define pain points and maintain our quality standards and keeping the checklists up to date with the business dynamic changes • Analyzing voice of the customer through social media and email audits and escalating issues and suggestions to relevant leadership to drive actions • Motivating agents to perform better by introducing rewards and recognition programs

Daraz

Jul 2020 – Dec 2021

Karachi, Pakistan

Regional Manager Quality Assurance, Learning & Development

• Creating training content and timelines to be implemented in Pakistan, Bangladesh, Nepal, Sri Lanka and Myanmar • Defining rules of training SOP for all 5 ventures • Defining QA scorecard and evaluation process • Coordinating with regional QA and L&D teams on a weekly basis to share progress, best practices and areas of improvements • Improving time to productivity of new employees • Bringing “problem employees” number to a minimum

Eplanet Communications

Jan 2020 – Jul 2020

Karachi, Pakistan

Head of Learning and Development

• Creating training programs that are aligned with the organization’s objectives • Acting as the go to within the business for anyone with questions or queries regarding training and development plans • Working with various leaders across the organization and having a full understanding of their units and training requirements • Managing the development of the operations, recruitment and human resources team from a training perspective • Observing training team’s methodology, providing feedback and sharing best practices • Designing and Leading English language development program for new hires as well as existing employees • Teaming up with Quality Assurance department in order to determine TNA, devising action plans accordingly. Working closely while designing QA grids, revising scorecards and improving the quality of feedback provided • Managing and the daily concern of my team of trainers as well as their schedules and leaves • Meeting with external clients on a weekly basis in order to manage their expectations regarding training of new batches • Meeting with the organizational leadership weekly to discuss strength and timelines of the current and future training batches

Ibex

Feb 2016 – Jun 2019

Karachi, Pakistan

Assistant Manager Training and Development

• Managed a team of trainers to ensure nationwide new hire and product specific trainings for domestic and international programs run smoothly • Planned, conducted, coordinated and implemented new hire training as well as product specific training for new hires • Created new material as well as updated existing material geared towards Communication Skills, Call Handling Skills and Soft Skills amongst other training modules for new hires, as well as existing employees • Determined training needed by observing sales and services encounters, studying sales, technical service and customer experience results reports; liaised with management and other departments to determine TNA and to devise an action plan • Trained new hires to provide complete customer solutions and ensuring optimum client satisfaction at all times • Lead Ibex Learning Academy (ILA) program which is geared towards English language development as well as customer service • Met, coordinated and collaborated with internal and external clients to identify training needs, areas of opportunities and areas of excellence for new hires and existing employees • Observed sales and customer service-related communication, to identify the areas of process improvement, delivered group and individual feedback post call observation, quality calibration and mentoring activities

Windy Enterprises

Apr 2011 – Jan 2016

Karachi, Pakistan

Customer Relations Officer / Trainer

• Planed, conducted, coordinated and implemented training program for staff • Created new material and updated existing material geared towards orientation and training of new hires, as well as existing employees • Determined training needed by observing sales and services encounters, studying sales, technical service and customer experience results reports; conferred with management • Provided complete customer solutions and ensured optimum client satisfaction at all times • Trained new & existing employees on American accent and culture • Answered sales and customer service calls from the U.S to further be updated on the product and client needs • Engaged in all sales and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities • Performed other ad-hoc duties as assigned

Synergy Technologies

Oct 2010 – Jan 2011

Karachi, Pakistan

Assistant Brand Manager

• Identified a new target customer base and coordinated with marketing to implement effective methods of reaching them, thereby increasing sales by 100% • Worked closely with engineering department to fulfill customized needs of customers • Managed a team, with the aim of customer satisfaction follow-up and customer services • Maintained strong and effective customer relations • Coordinated with regional office to plan, execute and/or supervise marketing research activities for appraising various brands and competition analysis and pricing mechanisms • Worked with other, complementary high-end luxury and lifestyle brands in identifying opportunities and target customers. Developing both short-term and long-term alliances across different industries

United States Educational Foundation in Pakistan

Apr 2008 – Oct 2010

Karachi, Pakistan

Jr. Educational Advisor and Fulbright Outreach Speacialist

• Planed, prepared and executed in house training workshops for college search, application processes, financial aid search, Fulbright and other scholarships for students and professionals based on their specific educational and/or professional background and educational interests • Promoted educational and cultural understanding between the people of Pakistan and the U.S. by encouraging Pakistani students, teachers and mid-career professionals to avail opportunities in the U.S. • Visited schools, colleges and universities to deliver presentations and to conduct workshops mentioned above • Represented USEFP in a regional conference for South Asian regional educational advisors in New Delhi, attended by Diplomats, Public Affairs Officers and other delegates from the U.S Department of State Designed and streamlined the outreach program at USEFP by suggesting and implementing a more proactive approach towards universities. This action ultimately led to more deserving students gaining access to the opportunities • Increased the number of students interested in pursuing higher education in the U.S from 600 to over 8,000 in less than two years • Represented USEFP at yearly DAWN educational expo in May 2008, 2009 and 2010, which were attended by 5,000 people on average • Provided updated information on financial aid offerings • Promoted the Fulbright Scholarship • Coordinating special activities for International Education Weeks

The Resource Group

Dec 2004 – Apr 2008

Karachi, Pakistan

Customer Service Representative

• Answered inbound customer service calls from the U.S for the largest campaign (at the time) of TRG, “Central Voice” • Assisted a wide range of customer from various professional backgrounds such as Hospitals, Law Offices, Real Estate, Food and Hospitality, Transportation and Talent Management etc. • Assisted supervisors in training new employees on American accent and culture • Provided complete customer solutions while ensuring optimum client satisfaction at all times

Nauman Quddusi

Customer Service Professional

Skills

Languages