Adeel Sarwar O.

Experience

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  WISDOM Financial Management and Tax Consultant.

  Jan 2004 - Jan 2006

  Accountant Cum Hr Assitant

  • Assist with day to day operations of the HR functions and duties• Provide clerical and administrative support to Human Resources executives• Compile and update employee records (hard and soft copies)• Process documentation and prepare reports relating to personnel activities (staffing, recruitment, training, grievances, performance evaluations etc)• Coordinate HR projects (meetings, training, surveys etc) and take minutes• Deal with employee requests regarding human resources issues, rules, and regulations• Assist in payroll preparation by providing relevant data (absences, bonus, leaves, etc) Show less

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  Helium Pvt. Ltd

  Feb 2006 - Apr 2006

  Brand Ambassador
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  Telenor Pakistan

  Oct 2006 - Mar 2013

  Quality Assurance and Compliance Management Officer In Call Center

  Responsible for Customer satisfaction Index (CSI) & First Call Resolution (FCR) improvement including (Compliance issues, Technical issues, Service Gaps etc) Working as CFT member for Close loop feedback project, providing expertise to put customer's requirement on the table & drive action items out of it Responsible for making changes in Quality Evaluation Standards, moving towards Concept based approach rather process bound• Reporting & Analysis (Daily QSL, Weekly Forced VAS Analysis, Fortnightly Team Comparison Reports, Fortnightly Center-wise comparison report, , Fortnightly Callback Analysis, Fortnightly Queue Based Analysis, Fortnightly Unit wise Analysis, Monthly Team Comparison Reports, Monthly Unit Performance Report, Monthly Comparison Report of all centers) • Development of Huddle Agenda and its Conduction • Identify the areas of development and design/recommend targeted training/coaching for effective and efficient delivery of service. • Process Improvement in accordance with Customer satisfaction • Team Alignment, Calibration, Random Internal Re-Evaluation & External Follow-ups • Conflict Management and coordination with OSPs and other Stakeholders• Process Compliance, AHT Bench marking, Process Health Check, Maintain Database of Suggestions Shared in Huddles. Show less

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  Holland Flowers Abu Dabhi

  Apr 2013 - Aug 2013

  Business Development Manager
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  Myga Trading LLC UAE

  Mar 2014 - Feb 2016

  General Manager Operations And Customer Services

  MYGA GROUP OF COMPANIES.The company deals in premium building material products and manufacturing of Safety Wears, is based in UAE with operations across the region.Directly reporting to CEO and handling Overall Units.Enterprise Wide Transformation of a trading company. The company deals in premium building material product and is based in UAE with operations across the region.Developing business process framework keeping in view leading practices and ground realities.•Conceptualizing, designing, and preparing business process modules of the entire value chain in line with business model.•Working directly with client's top management for devising built-in checks and balances to enable process model compliance with internal audit and regulatory requirements.•Ensuring that the process framework enables pre-conceived business model and help the organization perform in line with business strategy.•Developing and driving export sales activity by considering the sales offer and evaluating potential in international markets. (Mainly Middle East, Yemen Sudan, Nigeria and UK)•Developing policies based on the process model and reflect the adoption of business strategy.•Developing strong relations with supply chain to explore existing suppliers and distributor base and possible commercial sales relationships.•Working with the Supply Chain and Operations team to deliver the most effective distribution channel from supplier to customer. •Leading a Team in UAE, with potential to increase resource as the export business grows. •Effectively managing the sales and marketing budget and achieving the export target of 150 Million US$ yearly.•Executing marketing efforts with continuous follow up and reaching the sales targets by o Carrying out marketing research activity in chosen export market•Implementing sales and distribution plans to meet customer requirements.Operating DUBAI head office as an Head Office Show less

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  Integrated Resources Call Center Solutions

  Mar 2016 - Jun 2018

  Call Center Supervisor

  Managing day-today Call Center operations to meet targeted Service Level, Customers’ Wait Time and abandoned rate & to proactively forecast calls volume and peak times and schedule the agents accordingly. Floor management and being responsible for solving all systems, IT, contact center projects, access related problems to ensure maximum productivity; drive low cost channel migration and improve revenue generation by staff. Provide management with regular & comprehensive MIS and recommendations on job area.Operational Tasks:**********************Handling 27 campaigns Inbound and outboundDelivery of agreed Call Center and clients agreed Service Level targets.taking care of Work -Force management team (occupancy/shrinkage) Managing the floor and agents’ in coordination with other team leaders and shift supervisorAdministering all Call Center systems & applications like ACD, IVR & CTI, Recording, CRM, iCRS, Online, Mobile, SMS and responsible for all call Center hardware’s.Calls forecasting & manpower planning, manage costing and all related infrastructure requirements to meet the forecasted growth of calls and services.Project manager for all Call Center new projects and systems’ enhancement.Managing outbound dialer to execute campaigns, etc. to improve revenue generation. Quality Assurance Tasks:************************Major responsibilities are to provide daily QSL/QI of Random Evaluations, Spot Checks & Analysis on SOP’s, Compliance Analysis, Sales Analysis, Process Gap Identification, Performance Dashboards, Behavior and Resolution Reviews, Red Flag Management, Calibration & Alignment Sessions, Performance Comparisons, FCR/CSI Improvement Initiatives, CFL/NPS programs, Revamping Quality Sheet for different segments and Standards as per customer changing requirements, Website & IVR Evaluations, Team Target Planning, KPI Maintenance, People Management & Motivation, Efficient Conflict Resolution, Stakeholder Management, etc. Show less

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  Hushlings International

  Sept 2018 - Oct 2022

  Head of Retail Operations

  Administer all import and export of goods and supervise delivery of all goods and manage distribution of all goods to various geographical locations efficiently.Oversee handling of all goods and ensure safety in all transportation and design cost effective methods for same and analyze best means of transport for all products as per customer requirement in coordination with manager.Maintain subject matter expertise in all import and export operations and evaluate all company businesses and provide require classification for same.Collaborate with cutomers and ensure compliance to all trade regulations and changes and provide training to all company employees for all import processes. Show less

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  VPARTNER LIMOUSINE

  Oct 2022 - Apr 2024

  Head of Operations

  • Designed, developed, and executed end to end operations of Limousine company. • As per need designed and executed one of its own kind CRM systems to elevate the operational excellence by using Airtable. Which is managing all the tasks of Hiring of drivers and fleet management. • Executed a unique KPI model and broke a taboo of limousine regular operations. where these companies are working on lease to own. • Made SOPS to elevate our brand credibility and customer satisfaction. • As I am having a background of Compliance management, and I am CICA (Certified Internal Control Auditor) so I have made this possible to execute the KPIS compliance on priority. • I am very aware of the Qatar market and rules and regulations which are helping me in managing our daily operations. • Developed and implemented operational strategies to enhance overall business performance.• All the operations and SOPS are designed in a way to reduce the cost factor.• I am Leading a team of operational staff and making sure that they achieve their KPIS for the operational excellence and business growth.• I have developed a strong relationship with all the stakeholder’s inner loop and outer loop.• Ensuring compliance with industry regulations and company policies and making sure that all are aligned with customer centric approach.• Taking all the initiatives to enhance customer satisfaction and loyalty.• Collaborating with other departments (HR/Maintenance/procurement) to align operational objectives with overall company goals.• Preparing regular reports for senior management, highlighting key performance metrics and areas for improvement. Show less