Fazeel Arshad

Experience

• 

  Jazz

  Sept 2005 - Nov 2006

  Intern

  • Providing assistance to the front desk customers.• Responsible for making and managing business center reports.• Daily customer satisfaction index.• Direct Customer Handling front desk.• Coordination in different projects.• Calls handling and repot making.

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  Telenor

  Dec 2006 - Feb 2009

  Customer Relations Officer

  • Responsible for Contact Center caller to help them out in time. • Direct Customer Handling on Helpline. • In time solution of customer’s quires and to make sure the completion of every action on Contact Center in time while forwarding their and complaints queries.• Providing First Call Resolution.• Meeting KPIs I.e. AHT, sales, Quality, Staff time• Providing assistance to new hires to get the better results while they are a part of Telenor Contact Center. Heading customer care centers, guaranteeing customer delight Show less

• 

  Abacus

  Mar 2009 - Mar 2013

  • Responsible for handling operations of the company.• Ensured Audit and quality assurance for call center.• Responsible for Customer Experience Campaigns designing/motivation on project.• Panning for bottom performers of the project and their development in meeting KPIs.• Monitored occupancy of the project.• Monitored hourly production of the project.• Responsible for MPR ceremonies for the project.• Risk assessment/Fraud prevention on project level.• Monitored project attrition and executing plans to stop employee turnover.• Monitored and controlling of maltreatment of office assets.• Maintained high HSSE standards in organization.• Conducted multiple Training and development of staff level to enhance their skills.• Responsible for employee engagement at organization level.• Kept a check on data security & confidentiality of client’s critical information. Show less • Proactively managed efficient team delivery and output within agreed service levels and business targets.• Effectively managed business processes within the team, such as time and attendance and ACT reporting, to ensure customer satisfaction and accurate flow of information to internal sources.• Resolved multiple escalated enquiries and complaints, taking responsibility for the action required where necessary.• Conducted return to work interviews after absenteeism.• Conducted call monitoring either by listening to recorded calls and live calls and subsequently undertakes coaching sessions with team members.• Regularly appraised and reviewed staff in line with company methodology.• Ensure training and development plans are maintained for all team members.• Took multiple initiatives for team retention. Used company’s methodology and personal initiatives to ensure retention targets are achieved.• Ensured motivation level throughout and management of the team members in order to maintain required levels of retention, attendance and operational excellence.• Provided clear and constructive feedback to both good and bad performers.• Disseminates information received from client contact point to the team members as soon as possible and ensure that the team members are fully briefed on information received. Show less

  • Manager of Operations

    Oct 2012 - Mar 2013

  • Team Leader

    Mar 2009 - Oct 2012
• 

  Telenor

  Mar 2013 - Oct 2014

  Head of Operations

  • Responsible for Call Center Operation and Company’s management.• Managed and controlled AHT, Quality, Service level, Queue wait time, abandoned time, Occupancy, ASA etc. for Prepaid helpline. • Responsible for managing 11 Teas and Head count of 200 plus Customer Relations Officers.• Led a quality assurance team responsible for assuring quality and delivery to the customers.• Won Achievement Award for Delivering differentiated & superior customer experience to the customers.• Supervised all the team members through ICS (Individual coaching sessions) and GCS (Group coaching sessions)• Managed hiring and attrition rate of call center.• Arranged Continuous employee engagement programs for the staff.• Successfully achieved sales/revenue targets.• Designed multiple sales and customer campaigns campaign to boost revenue.• Presented weekly, monthly, quarterly and annually performance review and way forward plans to management and clients.• Responsible for quarterly strategy of the CFL/contact center and way forward plans. • Prepared and presented Monthly developmental plans execution for the team/center.Noticeable Achievements and Initiatives• Lead the successful Implementation of Net Promoter System (CFL) for Telenor Pakistan being first and only Telecommunication Company in Pakistan to launch NPS.• 100+ loop closure initiatives driven from customer feedbacks.• Designed quality control program and implement standards to coach employees toward high performance and success• Lead the successful launch of “WOW Sales Club”.• Overachievement of quarterly/yearly targets of quality, sales. Revenue achievements.• Assisted the department and top-level management in identifying issues and resolved them as per customer needs resulted in high NPS and C-Sat scores.• Lead the successful launch of “Customer Compliments Campaign. Show less

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  Rocket Internet SE

  Nov 2014 - Jan 2016

  Head Of Business Operations (Asia & Europe)

  • Headed overall Operations and Customer Success for Asia and Europe region.• Oversaw daily company operations and executive-level management duties including budgeting, audit preparation, community partnerships, and human resource management.• Ensured all departmental operations were in line with the company's strategic vision by communicating weekly with team leaders and internal partners.• Utilized workforce analytics to establish clear goals and measures of success.• Successfully Implemented Net Promoter System (CFL) in overall organization across all global operations.• Created Inner & Outer loop teams and standard operating procedures (SOPs) for the organization.• Tracked and systematically eliminated processes shortcomings which contributed to poor customer experience and revenue loss.• Created customer centric SOPs through voice of customer to improve business.• Successfully launched Call Center helplines for all regional customers and improved C-Sat and NPS scores by 95%.• Initiated the project of Revenue Generation through outbound call center and email marketing for the organization and successfully closed $1.2 million annual revenue for the company.• Ensured all quality standards on all Customer Service channels are met.• Used quality monitoring data management system to compile and track performance at team and individual level.• Increase ROI by 25% by implementing new strategies and cutting expenses.• Created and maintained high NPS scores and customer loyalty by improving existing services by implementing customer centric system & processes based on customer’s voice.• Recommended and introduced new and on-going executive and service-level training and development.• Realized an issue with high employee turnover, and partnered with HR to reduce turnover by 20%.• Provided executives weekly project status updates, identifying potential issues and increasing productivity by 25%. Show less

• 

  Empire Group

  Jan 2016 - Sept 2022

  Chief Executive Officer

  • Implemented strategic plans, streamlined company operations based on stakeholders’ feedback, and review regulatory documentation monthly • Managed overall Operations, Cost and ROI for the company.• Managed a team of more than 550 employees in 5 different locations throughout the nation while ensuring compliance with local and state regulations as well as all legal requirements for the company.• Led monthly meetings with the Board of Directors while overseeing all company operations.• Increased company revenue by 350% in 60 months by driving a more advanced performance data analysis across different marketing channels. Directly supervised new marketing strategies to ensure full-scale implementation and constant improvements.• Provided final reviews of scheduling and payroll and ensured the Human Resources department complied with core hiring responsibilities and staffing requirements.• Evaluate financial structure, capital strategy, and company objectives.• Monitored competitive markets, oversaw the evaluation of the company’s financial, sales, and marketing structures, and planned improvements to increase operational efficiency.• Reduced stagnation of various underperforming departments through regular auditing activities and weekly meetings with team leaders.• Monitoring user experience and NPS for the overall customer base.• Responsible for increasing revenues by introducing new customer channels.• Advocates / promotes organization and stakeholder change related to organization’s mission.• Track and systematically eliminate shortcomings contributing to poor customer experience/Loss.• Ensuring the organization and its mission, programs, products and services are consistently presented in strong, positive image to relevant stakeholders.• Delivery of sales, service level components, quality, and productivity targets & indicators.• Ensuring that expenditures of the Company are within the authorized annual budget. Show less

• 

  GreyBeard Outsourcing

  Oct 2022 - Jul 2024

  Chief Executive Officer

  • Participated in all facets of the company by working closely with other executive members to sustain growth, develop ambitious business strategies, and set short and long-term objectives to enhance the brand’s image.• Achieved an average annual growth of 65% by exploiting new growth opportunities and building professional relationships with potential partners and investors.• Updated a management database of over 1,500 assets to facilitate inventory checking, product requests, receiving processes, pricing, and labeling.• Oversaw annual budgets, and strategic plans and developed policies to improve company culture and enhance profitability.• Spearheaded a wide variety of business development initiatives and marketing initiatives to increase brand awareness and profitability• Consulted with external clients and business partners regarding operations management, strategy development, and networking strategies to favor revenue growth and expense reduction.• Managing and leading the global offices and global markets for GreyBeard.• Managing overall Organization’s operations, costs, marketing, revenues, NPS and Customer Success. (i.e. overall departments)• Key focus on Business Development and sales for the organization.• Highly focused on customer experience and success with high NPS scores.• Planning and organization 2-, 3- and 5-years road map plans.• Managing and communicate effectively with shareholders, employees, Government authorities, other stakeholders to ensure smooth operations of the organization according to the laws and regulations of relevant region.• Ensuring the organization and its mission, programs, products, and services are consistently presented in strong, positive image to relevant stakeholders.• Ensuring Company’s standards and policies, including its environmental, safety and health policies.• Managing and handling all government and legal matters for the company.• Ensuring high level of Employee satisfaction in the organization. Show less