Kamran Awan

Experience

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  Harvest Topworth International (HTI)

  Jun 2001 - Dec 2001

  Business Executive

  - To carry out own research to identify prospective and potential customers- Introducing the business to the potential customers - Developing new business through concept selling- Researches on current trends of International market for trading in Fore

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  University of Management and Technology

  Oct 2001 - Jun 2003

  Senior Placement Officer

  - Planning the departmental activities & event management- Recruitment researches on current trends of market- Career counselling, Resume writing & Mock interviewing

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  Jazz (previously known as Mobilink)

  Jan 2005 - Feb 2018

  - Enhancing customer experience (CX) with the identification of customer pain points, process improvement and training recommendations- Analyzing business data and customer insights to raise and address the voice of customers- Devising & suggesting self-empowered, automated and digitally customer centric solutions- Reporting & channelizing the front & back end workload handling operations for resource optimization and better NPS- Conducting & devising the customized training content based on TNAs & root cause analysis- Proactively assessing the CX level at all touch points to achieve the highest level of customer excellenceMajor Achievements:- Empowered front end and reduced the back end teams workload upto 43%- Introduced the automated solutions to reduce calls and back end workload upto 21%- Successfully launched the Customer Care campaigns & FCR Elevation Program to improve the overall (CX)- Developed the customized training module and conducted the training of Mobile Financial Services staff to provide back end support to customers- Created Business Requirement document (BRD) and Functional Requirement Document and maintaining the Requirement Trace-ability Matrix (RTM) related document for various projectsMajor Projects: - Accelerated the change management program during Jazz-Warid merger within respective domains- Conducted the end to end process harmonization exercise before & after Jazz-Warid merger- Base lining of UI/UX to develop the Jazz Omni channel experience for all touch points- Managed the customer life cycle which includes all steps of customers interaction with Jazz products & digital platforms- Devised the mechanics of Close Feedback Loop Program to identify & rectify the detractor’s pain points Show less - Process Development, Re-Engineering and Standardization for customers and front/backend teams- Competitive data analysis & reporting to stay as The Best in industry- Product UATs, Pre & Post Launch Product Analysis for VAS and portals to ensure seem-less operations- Improving NPS by focusing on customer insights and voice of customers (VOC)- Highlighting customer pain points to devise training content and audienceMajor Projects:-Developed the Functional Requirement Document (FRD) for Jazz Self-Care portal (eCare) by coordinating with the vendor & performed UATs till its final launch- Integrated business solutions with organizational goals while reaching on consensus with all stakeholders during Jazz Warid merger- Devised the initial draft for Franchise Charter by coordinating with the Channel Team & Consultant-Delta Partner- Developed the FRD of back end processes for Mobile Financial Services (MFS) by coordinating with all stakeholders- Developed mechanism for CFL surveys via outbound call center- Revamped the Jazz back end complaints handling process for all channelsMajor Achievements:- Developed & Re-engineered over 100 Business processes of Customer Care & Mobile Financial Services for resource efficiency- Participated in designing the UI/UX of Jazz Omni Channel and base lining of Jazz Business Support System project- Performed Comprehensive User Acceptance Testing (UAT) of all new Products, Value Added Services and systems/applications before commercial launch- Devised performance measurement reports for all customer care channels including Business Centers, Contact Centers, Franchise Operations, MFS and Back-end Support Teams- Devised CFL reporting for all stakeholders and organized CFL workshops with other channels for Inner & Outer Loop Issues- Developed training modules for more than 2000 customer services staff Show less Being Assistant Manager Contact Center, my major job role was:- Strategic Planning and Resource Management of Contact center- Designed Operations for flow of calls, daily reports for contact center (Service Level, Call Load, Shift Highlights etc.)- Hired & Managed a team of over 150 CCRs and Groomed them for next level based on their TNAs- Provided solutions against escalations & follow ups while maintaining friendly relations with the customers- Maintained office discipline & décor while managing ambiance and administration of contact center- Engaged employees in inter departmental coordination for better customer facilitation- Monitored, managed and maintained the performance of Contact center TeamsOther Roles:- Floor & People Management to achieve the CC targets on daily basis- Coordination with various department for the Head Count Management- Shift management to ensure overall productivity stats for achieving CC targets- To ensure minimum productivity leakage with improved productivity stats- Ensuring maximum quality service levels by providing best customer services- Support and guide team members for achieving high standards of customer satisfaction- Coordinate with other departments for early resolution of issues to improve customer satisfaction- Creating an environment of learning through grooming to maintain optimum customer experience Show less - Ensured excellent customer experience via performance monitoring, instant feedback, spot checks and coaching- Helped in Support Systems & Backup Operations for Contact Center- Coordinated with different departments for customers’ issue resolution - Helped team members in identifying their areas need improvement - Delegation of Authority among team members by taking ownership of Issues- Designed Recruitment SOPs for Selection of best candidates for Contact Center- Conducted Assessment Centers for Contact Center Recruitment Drives - Lead & Managed a Contact Center team to achieve high quality & productivity goalsOther Roles:- Ensuring an excellent customer experience through performance monitoring, instant feedback, spot checks and coaching- To ensure that the team members are well updated with the latest information- To ensure that customers expectations’ standards do not slip- Review and evaluate the daily assigned targets of team members- To suggest process with customer centric approach- Coordination with different departments for customers’ issue resolution - Help my team members in identifying their areas need improvement - Delegation of Authority among my team members & help them taking ownership of Issues Show less - Developing a culture of team work among the team members- Devising & conducting the training module for the new hired staff - Updating the team members about all upcoming promos and offers- Updating the contact center workforce about the real time issues/updates on daily basis- Devising the Contact Centre SOPs for complaint handling- Suggesting the tips of improving FCR for most common queries/complaints - Coordinating and resolving the customer queries and issues with the respective dept- Training of new teammates within QA team & meeting the daily targets Show less

  • Customer Experience & QA Manager

    Jan 2017 - Feb 2018

  • Assistant Manager - Process Designing & Business Analysis

    Aug 2014 - Jan 2017

  • Assistant Manager (Contact Center)

    Jan 2011 - Jul 2014

  • Assistant Manager Quality Assurance (QA)

    Jan 2007 - Dec 2010

  • QA Supervisor

    Jan 2005 - Dec 2006
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  Bank Alfalah Limited

  Feb 2018 - May 2019

  Asst Manager Service Delivery & Customer Experience

  - Identification of gaps in existing processes based on VoC and customer pain points and recommending customer centric solution- Suggesting self-empowered and automated solutions to reduce cost and enhance Customer Experience.- Circulation of Service Reports with recommendations on Business & Service attributes.- Conducting end to end UATs before launch of any product or service for internal & external customers- Re-engineering and standardization of business processes for all touch points- Enhancing customer experience (CX) with the identification of process gaps and training recommendations- Analyzing business data and customer insights to raise and address the voice of customers- Improving user experience at all Digital Channels (ATM, Internet Banking, Phone Banking, Social Media etc) and suggest changes keeping in mind to facilitate the customers.- Providing timely customer touch point experience feedback as well as market intelligence on customer services provided by pear financial services institutions in the market.- Identifying Service gaps in all channels and suggest changes to provide best Services to the Bank customer.- Devising & suggesting self-empowered, automated and digitally customer centric solutions- Reporting & channelizing the front & back end workload handling operations for resource optimization and better NPS- Maintaining the 'Branch Service Ladder' to benchmark branch performance with a view towards building front-end accountability and ownership of service.- Managing bank-wide Key Service Indicators (KSIs)- Developing and sharing the KSI results for Credit card, POS, Premier Banking, Courier- Sharing the Mystery Shopping for front-end with a view towards presenting product knowledge & courtesy- Providing instant reports to management for reviewing and gauging escalation matrix Show less

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  Sapphire Retail Limited (SRL)

  May 2019 - Sept 2020

  Head of CX & SM Community Management

  - Managed and utilized the digital asset and community management strategies to enhance customer engagement and loyalty.- Designed and standardized customer-centric processes to enhance service delivery and improve customer satisfaction.- Managed cross-functional teams to execute projects, ensuring alignment with strategic objectives and timelines.- Implemented quality assurance and training programs to maintain service standards and drive continuous improvement.- Leveraged ERP portals like Dynamics 365 and ecommerce platforms like Shopify to optimize online sales and operational efficiency- Utilized complaint management tools like Zendesk and JIRA to resolve customer issues promptly and effectively.- Implemented user acceptance testing (UAT) to develop customer-centric UI & UX and enhance the overall customer journeyMajor Projects & Achievements- Developed & deployed the end to end Process flows for eComm Customer service domain- Played a key role in developing an Omni channel CRM for SRL- Deployed organic online lead generation process along with converting & retention of customers by deploying win back process- Developed daily/weekly/monthly dashboards for presenting the reports to management to share the pulse of customer over Social Media- Incorporated and managed the new payment processing system of Jazzcash- Hired and trained complete social media team at SRL eCommerce domain- Drafted reports and presentations for senior management to track incoming customer reviews, social media analytics Show less

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  JOMO

  Sept 2020 - now

  Head of Customer Experience & Community Management

  • Developed and implemented strategies to optimize customer experience and drive revenue growth• Led ecommerce operations, overseeing inventory and order management, website management and digital asset & community management• Successfully monetized retail operations through effective retail monetization and vendor management practices• Designed and standardized processes to enhance operational efficiency and drive continuous improvement• Conducted in-depth customer insight analysis, utilizing data to inform decision- making and targeted marketing initiatives• Led cross-functional project teams, managing end-to-end project lifecycle and ensuring on-time delivery within budget• Implemented quality assurance measures, ensuring adherence to industry standards and driving service excellence• Provided comprehensive training and mentoring to teams, fostering a culture of excellence and high performance• Successfully conducted User Acceptance Testing (UAT) to develop customer-centric UI & UX• Developed, updated and maintained database of existing and potential customers in CRMs like Siebel, Shopify, Magento & Dynamics. Show less

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  Sapphire Retail Limited (SRL)

  Oct 2023 - now

  Head of Customer Services