Atif Iqbal

Experience

• 

  Sialkot Dryport Trust

  Jan 2005 - Dec 2006

  Accounts Officer

  Responsible to ensure accounts in Imports and Exports of Sialkot Dry Port Trust. Allocate agents for clearance of various delegations and shipments. Keep an end to end followups for import / export and built a cycle for the revenue generation.

• 

  Telenor

  Jan 2007 - Dec 2019

  Responsible to lead a team of professionals who effectively provide resolution to the complaints of the customers. That includes complaints from EasyPaisa, front end, Retailers and call center teams. *Build strong stakeholder management with the vendors and technology teams. *Initiate cost efficient projects with customer centric approach. *Implement various cost efficient processes to increase efficiency in operations. *Keep a keen check of NPS, SLs and FCR to align day to day working according *Follow COPC standards and showcase dashboards and presentations on weekly/monthly basis*Keep the team motivated and give exposure to help them excel in their professional career Show less Responsible to provide quality resolution of complaints coming from all channels i.e. Contact Center and Physical Channels. Use technical systems i.e. CRM, HLR, Tech sms tool etc. and resolve complaints with multi tasking and smart solutions. Keep follow ups and contact customer when required. Provide refills/adjustments to wrong deductions and official numbers. TAT handling for priority customers and timely resolutions. Stake holder management with various vendors and teams across the company to ensure smooth operations. To conduct forums and training for Franchises and various teams of Contact Center. Show less

  • CC Outsourcing Specialist

    Jan 2018 - Dec 2019

  • Team Leader Complaint Unit

    Apr 2015 - Jun 2019

  • Customer Complaint Executive

    Jan 2012 - Mar 2015

  • Retail Support Executive

    Feb 2010 - Dec 2011

  • Customer Relations Officer

    Jan 2007 - Jan 2010
• 

  Mindbridge Private Limited

  Dec 2019 - now

  At Mindbridge, I am heading all the operations of our outsourcing Partner Telenor Pakistan. We are the only customer care business partner for Telenor Pakistan with an employee base of 650. I am heading complete inbound, outbound, back office, non voice, support functions, IVR recordings, digital channels etc. and partially B2B operations. I have close coordination with my CEO and the owner of the company to present all project stats and financial figures.

  • Senior Project Manager

    Dec 2019 - now

  • Project Manager

    Dec 2019 - now