Imran Abbas

Experience

• 

  Abu Dhabi Group (Wateen Telecom)

  Nov 2007 - May 2018

  Lead the Centralized (Countrywide) Enterprise Network Operations Centre team, Through Servicedesk and Inbound Outbound call center and proactive monitoring.Explored Indirect Business opportunities of Gpon L3, L2 VPN over Fiber, Wimax and DVB. SIP, PRIs, HDC solutions.Developed and Implemented strategies successfully to enhance the sales revenue. Profitability by controlling revenue leakage and SLA Penalties.Mapped potential corporate customers and generated leads from banking, media, insurance companies and call centers.Provided leadership and guidance to staff to ensure that business objectives and customer requirements are met. Developed plans and strategies to create awareness and to educate customers about services failures and remedial steps.Proposed network solutions in coordination with Advanced Technical Services Team. Show less Identified business segment needs of customer in the banking, telecom ISPs, educational and manufacturing sectors. Build business relationship with various management levels of enterprise customers for business retention and revenue enhancement.Acted as central point of contact and be responsible to ensure customer service issue resolution and service satisfaction for all customer enquiries, actions and complaints.Strong communication with Support, Engineering teams & Customers for timely complaint resolution.Ensuring enforcement and management of SLAs and OLAs. To ensure revenue realization by streamlining invoicing to corporate customers.Worked closely with Project Management and facilitate deployment of various products at customer premises.To identify and help capitalize business opportunities within existing portfolio.Acted as Wateen’s brand ambassador and carry out various Corporate Outreach programs.Conducted various portfolio analyses on regular basis for revenue and business development.Ensure efficient market analysis on competitor activities and maintain customer profile.Worked on various projects as mentionedRecovery Streamlining, automation and MIS Tracking (Nov-2011 to Jan-2012)Enterprise Billing System (Mar-2012 to Apr-2012)Network Monitoring System upgradeStreamlining of SLAsSatellite Migration of BranchesFiber Optimization PlanTechnical AuditService Engineering OptimizationSolutions Business - Migration of Support Services Show less Developed Human Capital to meet the strategic business requirements of organizationSuccessfully conducted Technical & Soft Skills TrainingsGathered Training Need Analysis (TNA) through feedback, One to one session with employees, focus groups, and consultation with managers.Formed Orientation plans and Conducted Orientation sessions. Successfully develop curriculum for sales & Service employees to enhance their motivation and product knowledge.Established learning and Development environment through, role playing, simulations, team exercises, group discussions, videos, and lectures to achieve desired outcome.Monitored, Evaluated, and Recorded training activities.Designed and Offered customized training programs to help individuals in order to strengthen their identified weaknesses. Maintained the training budgets and optimum learning. Show less

  • Assitant Manager, Enterprise-NOC

    Sept 2012 - May 2018

  • Senior Executive, Key Accounts Manager

    Apr 2010 - Aug 2012

  • Executive Trainer, (Technical / Soft Skils)

    Nov 2007 - Apr 2010
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  Transworld Home

  Jun 2018 - Mar 2022

  System and Process Deputy Manager

  • Identifying and evaluation top business processes to be improved for customer centricity.• Recommended innovative business and technical solutions to re-engineer the process based on the local and international best practices.• Got Developed CRM for Complaint Management System, Billing System cascading with EasyPaisa, Jazzcash, Kuickpay, 1link Debit Credit Cards NMS, Selfcare portal, Proactive Monitoring System, Gpon Assistant.• Tested and Implemented customer communication Tools Infobip , JazzCMT.• Train the Trainer for process compliance.• Developed Training and Quality Assurance Team responsible for change management, continuous improvement by supervising and measuring the benefits of post process implementation quality and efficiency. Show less

• 

  PTCL.Official

  Dec 2021 - now

  Manager Customer Experience Strategy Design/ Business Process Re-engineering /PMO/Product Owner

  • Managing the Strategic and Tactical projects of the PTCL group. • Artificially intelligent algorithms based (SMP Nokia) use on IVR, Android Applications, Web interface. Whats App Support• Omni Channel Customer Experience Concept paper• Robotic Process Automation (RPA) for PTCL Shops• Natural Language Processing (NLP) based automated quality assurance system• Embedded Systems Image processing to digitize the manual work.• Successfully Enabled IPCC dialling for Credit and Collection Team• Competitors Customer Experience Journey Analysis (End to End) information, Order, service delivery, after sales experience, churn management Show less