Muhammad Faisal

Experience

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  Softel Worldwide, Pakistan

  Nov 2000 - Jul 2001

  Assistant Manager Marketing

  Develop, Manage & Control Sales & Marketing Plans.Report Automation System & Analysis.Coordination with dealers for sales & marketing.Leading a team of marketing executives for maximum sales.

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  WARK International, Pakistan

  Jan 2001 - Jan 2003

  Assistant Manager, Sales

  WARK International (pvt) Ltd: A leading Telecom firm dealing in pay phones, networked through out Pakistan.Responsibilities-Over all responsibility of the Sales-Develop, Manage & Control Sales & Marketing Plans.-Strategic Business development-Revenue generation and collection-Ensuring smooth management of customer services-Providing legal and administrative support to the CEO -Services & Support to Payphone Clients.-Monitoring & Auditing Payphone Usage and Exchange-level Securities.-Analyzing payphone usage trends and different analysis.-Customer Documentation & System Up-dation. Show less

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  Jazz

  Feb 2003 - now

  - Leading the refinement of all customer communications delivered via email channel, ensuring strict adherence to company standards and bolstering overall customer satisfaction- Implementing a meticulous vetting process for SMS communications to guarantee customer-centricity and clarity, resulting in heightened customer comprehension and engagement- Developing and executing comprehensive content creation strategies for SMS notifications, IVRs, social media, and website content, while upholding company image, legal compliance, and customer comprehension- Applying expertise in customer journey mapping to craft compelling and easily understandable content in English, Roman, and Urdu languages, catering to diverse customer segments and reinforcing brand identity- Directing training initiatives for all customer touchpoints, including call centers, backend teams, experience centers, and franchise centers, driving continuous improvement in CX through targeted skill development- Designing and implementing online training modules to assess and elevate CX knowledge among customer-facing teams, ensuring consistent delivery of exceptional service across all touchpoints Show less - Led end-to-end seamless customer experience at Jazz, Pakistan – $1.4B+ telco with over 78m customers- Head of Empathy Lab – State of the art UX research facility at Jazz – and founded a culture where all new & existing products are tested for optimal CX through usability- Steered continuous improvement methodology using BU NPS & CFL coming up to par with competition in Top Down NPS with the best competitor- Responsible for all design changes in digital & non-digital products/ solutions based on customer feedback- Ensured that CX is captured, monitored & tracked against key nodes of customer journey for large scale fixtures Show less - Led the CX integration of the biggest telecom merger in Pakistan, bringing together a customer base of 38 million and 13 million through harmonization of customer journeys across all business streams- Represented Pakistan at international Customer Experience Conferences in Russia, Netherlands & the UK- Decision making based on market research, customer surveys, CJ mapping, customer profiling & data analytics - Conceptualized, designed & introduced new tools/ solutions (In-House & Outsourced) for improvement in CX- Launched Medallia solution for customer surveys, VOC capturing, loop closures and root cause analysis Show less - Implied usability testing mechanism as a formal part of launch for all products & services- Devised top down & bottom up NPS surveys, and established CFL methodology to track & enrich CX- Coordinated with vendors like Bain & Co, ResponseTek & Medallia for NPS deployment at Jazz- Optimized customer network experience by granular approach on customer geo-locations and achieved 22% network complaint reduction in the year 2015-2016- Created awareness within Jazz through inner & outer Loop workshops for CX improvement Show less - Devised performance measurement reports, performance incentives & commission structures- Designed charters for Regional Operations, Business Centers, Franchise Centers & MSPs- Developed & Re-engineered 100+ business processes for resource efficiency at nationwide customer channels (Contact Centers, Front end offices, Back-end Teams, Corporate Accounts, Social Media)- Identified TNAs & Developed training modules for more than 2000 CC staff- Worked on Cost Optimization Project to reduce printed stationery costs by 70% in organization (with an annual savings of PKR 23.6 Million) Show less - Worked for Quality Assurance Management & Trainings and maintained Training Management System for QAST- Re-engineered SOPs and Devised procedures for maximum customer satisfaction and unified customer experience across all channels- Devised mechanics and finalized reports related Evidence based Customer experience management using Customer Satisfaction Surveys, Mystery Shopping, Exit Interviews, Random Activity/ Call Monitoring etc.- Identified best industry practices and aid their deployment at Mobilink Customer Services where applicable Show less

  • Head of Communication & Training

    Mar 2024 - now

  • Head of CX Management, Design & Usability

    Jan 2022 - Feb 2024

  • Stream Head CX Management, Design & Usability

    Jul 2021 - Dec 2021

  • Manager Customer Experience

    Jan 2017 - Jun 2021

  • Assistant Manager Customer Experience

    May 2015 - Dec 2016

  • Assistant Manager Process and Standardization in QAST

    Aug 2013 - Apr 2015

  • Business Center Manager

    Sept 2010 - Aug 2013

  • Specialist Analysis & Process Development, QAST

    May 2008 - Sept 2010

  • Team Lead, Contact Center

    Jun 2004 - May 2008

  • Customer Services Representitive

    Feb 2003 - May 2004
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  Freelance

  Jan 2011 - now

  Article and Web Content Writer

  I have delivered well-researched, professionally written, high quality web content in a variety of niches including travel articles to promote tourism and web content for different websites. I specialize in article writing, reports writing, translating random data and content into meaningful information and reviews in addition to maintaining web content/ SEO of some of my personal websites. I always perform my own research online prior to writing any content to ensure it is based on factual data. Show less