Mirza Akram Baig

Experience

• 

  Pakistan International Airlines

  Oct 2006 - Dec 2012

  - Preparing daily workloads for staff & coordinating the daily allocation of work.- Monitoring & reporting on standards & performance targets.- Arranging & chairing team meetings, focusing on targets & achievements.- Providing prompt and accurate information on individual performance.- Preparation of relevant reports and documents for senior managers.- Training of new staff & identifying training requirements of existing staff.- Praise team members and creates a positive working environment.- Taking corrective action where inadequate performance is suspected. Show less

  • Team Leader

    Oct 2011 - Dec 2012

  • Customer Service Representative Outbond

    Nov 2008 - Sept 2011

  • Customer Service Representative Inbound

    Oct 2006 - Nov 2008
• 

  Cisco

  Jan 2013 - Jun 2017

  - Developed and optimized processes and workflows to streamline operations.- Managed Escalation Team emails to address urgent issues and ensure timely resolution.- Facilitated expedited orders and managed New Product Hold releases for efficient inventory management.- Proficient in eStar Inbound Order Creation and Modification to meet customer demands.- Skilled in Sales Order Creation, Modification, and Cancellation to maintain accuracy in transactions.- Utilized CRM Case Management for effective handling of tasks in the Planning Queue.- Provided support for DLP Customer Support Core team emails, ensuring customer satisfaction.- Executed RMA order Creation in SORT (Service Order RMA Tool) to process returns efficiently.- Managed scope, schedule, and quality of multiple projects to ensure successful outcomes.- Collaborated with stakeholders, including warehouse teams and partners, to resolve issues and facilitate business reviews Show less

  • Program Manager

    Oct 2013 - Jun 2017

  • Customer Support Specialist

    Jan 2013 - Sept 2013
• 

  Ibex. Pakistan

  Jul 2017 - now

  - Monthly reconciliation of key data sources of truth to build data confidence across stakeholders and effectiveness across operational teams.- Assist team to build and launch data models that aligns with business needs and enable self-service analytics.- Design, develop and maintain high quality interactive Tableau data visualization, dashboards and reports used by EQUINIX cross functional department leads and executives that drives business decision.- Responds to ad-hoc reporting request by bringing together crucial information to answer business queries about program effectiveness.- Create reports and dashboard in Salesforce to fulfill stakeholders reporting needs.- Work collaboratively with cross-functional teams, including Operations, Global Program, and Training teams. Show less - Extract or inherit large data sets and create meaningful management reports to be used by various top –level executives as well as regional sales managers.- Shift Support the development and implementation of data collection systems and other strategies that optimize statistical efficiency and data quality, in collaboration with the Data Analytics team.- Performed user acceptance testing (UAT) by creating user test cases and acceptance criteria.- Performed ad-hoc business analysis and provided conclusions to drill down certain business challenges.- Turn data into actionable insights. Show less - Use sales and customer data to create meaningful graphs, analyses, and presentations of project results.- Analyze operational and enterprise customer data related to sales, volumes, profitability, region, and product types and provide recommendations related to sales strategy.- Create and maintain insightful dashboards and scorecards that will enable sales and client services managers to grow business lines across different regions and customer sets.- Support global sales managers by promptly responding to ad-hoc requests for customer-specific, region-specific and deal-specific data. Show less

  • Manager - Business Analytics

    Jul 2020 - now

  • Assistant Manager - Business Analytics

    Jul 2018 - Jun 2020

  • Analyst - Business Analytics

    Jul 2017 - Jun 2018