Muhammad Adeel Khan

An enthusiastic and dedicated professional with extensive experience of selling using different digital platforms and an exceptional leader who is able to develop and motivate others to achieve targets; Always prefer a progressive workspace where I can prove my abilities, skills and strength of experience which I’ve gained from real life projects & jobs, also a proactive individual with a logical approach to challenges, performing effectively within a highly pressurized working environment.

Professional Experience

Manager Operations

• Manage all aspects of our expanding operations of the organization
• Strategy development for running smooth operations
• Managing the Data Entry Team Operations and Responsible for Smooth Operations on day-to-day basis, aligning organization in terms of using effective systems, which will consume less time and help in managing the operations effectively
• Working Closely with other inter departmental teams in order to improve Store Functions
• Handling of Escalated Cases
• Monitoring and reviewing the progress of teams
• Working Closely with Admin Team for improving fleet and vendor management
• Create a culture aligned with core company values of Empowerment, Growth Mindset & Focus
• Mentor, coach and develop team members as needed and required
• Contribute to the overall growing success of our organization
• Conduct research regarding the best practices related to systems and implementation of them by adopting them
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Managing the timely reports of different departments or upper management.

Head of Operations/Customer Experience

• Manage all aspects of our expanding operations of the organization
• Strategy development for running smooth operations
• Managing the Tech Team Operations and Responsible for Smooth Operations on day-to-day basis, aligning organization in terms of using effective systems, which will consume less time and help in managing the operations effectively
• Working Closely with other inter departmental teams in order to improve Customer Experience
• Handling of Escalated Cases in terms of providing resolutions to the customers
• Monitoring and reviewing the progress of teams
• Working Closely with Tech Team for improving the existing systems/App in terms of facilitating customer in more accurate manner and improve customer experience
• Create a culture aligned with core company values of Empowerment, Growth Mindset & Focus
• Mentor, coach and develop team members as needed and required
• Contribute to the overall growing success of our organization
• Conduct research regarding the best practices related to systems and implementation of them by adopting them
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Managing the timely reports of different departments or upper management.

Head of Operations/Head of E-Pharmacy Operations

• Developed structure and objectives for day-to-day operations and activities to improve performance
• Developed complaint handling process and focusing on retention of customers
• Managing the Nationwide Operations Team and Responsible for Smooth Operations on day-to-day basis
• Working Closely with other inter departmental team in order to improve Customer Experience and Order fulfillment
• Monitoring and reviewing the progress of teams
• Working Closely with Tech Team for improving the existing systems/App in terms of facilitating customer in more accurate manner and improve customer experience
• Responsible for Managing replies on Zendesk Live Chat
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Prepare reports for different departments or upper management.

Head of Customer Service/Experience                                       

• Developed structure and objectives for the call center’s day-to-day activities to improve performance
• Developed complaint handling process and focusing on retention of customers 
• Implementation of OsTickeitng System for Complaint Management Organization wide
• Working Closely with Marketing team on day-to-day basis for reducing complaints and developing satisfactory customer experience over Social Media Platform by resolving and following up with the issues highlighted by customers
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Hire, coach personnel to maintain high customer service standards
• Monitor and improve telephone handling and other procedures which includes complaints
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management.
• Monitoring and reviewing the progress of team through KPI and assigned target for both Customer Service and Sales Team
• Responsible for Managing replies on Social Media/Live Chat/Web Email
• Responsible for Managing Telesales/Field Sales Team in accordance with provided targets
• Working Closely with Supply Chain Team to fulfill the order requirements from customers
• Working Closely with Tech Team for improving the existing systems/App/Website in terms of facilitating customer in more accurate manner and improve customer experience
• Working Closely with Operations Team in order to improve Customer Experience and Order fulfillment
• Working on Implementation of AI Chat Bots over Live Chat Platform with external vendors and internal Team 

Awards in current role

• Awarded CEO’s Pick Award “Revamp Agent” for Year 2020 

Head of Customer Care/Call Center                  

• Develop objectives for the call center’s day-to-day activities including all social media activities
• Managing Digital Sales Function using existing resources for maximizing sales from Digital Channel          
• Helped in Implementation of New Fourgen POS and ERP
• Helped in Improving Network Infrastructure
• 45 Agents Directly Reporting
• Developing Sales Strategies over Digital Platforms and corporate selling
• In line with Marketing team on day to day basis for increasing sales also for developing new platforms for customer’s engagement.
• Vendor Management
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures which includes complaints
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management.
• Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments
• Working in a team to produce programmed that are satisfactory to all relevant parties in an organization, such as line managers, accountants and senior managers at board level
• Considering the costs of planned programmed and keeping within budgets as assessing the return on investment of any training or development programmed is becoming increasingly important
• Developing effective induction programmed
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers;
• Evaluating training and development programmed;
• Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses;
• Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages;
• Researching new technologies and methodologies in workplace learning and presenting this research.
• Closely Working with Marketing Team in order to maximize sales

Awards in current role

• Awarded Token of Appreciation for Breaking the Record in terms of Sales Generation from Call Center in Year 2019 

Manager Customer Relationship Management (CRM)                                    

• Managing Digital Sales Function using existing CRM resources for selling Motorcycles, Tyre and Tubes
• Managing CRM Call Center of 15 Billion PKR Group and Feedback from Customer related Products
• 23 Agents Directly Reporting
• Developed Sales Strategies over Digital Platforms
• Planning and Implementation of CRM Application over Mobile Phone
• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty, overseeing direct communications with customers through the CRM Part of ManCom Planning and Delivering CRM Strategies
• Implementation of the quality assurance systems/processes within the CRM
• Update the team about the frequent complaints and common problems escalated by other teams
• Providing Leadership skills to the team members and team coordinators
• Keep a track of new projects and also come up with the new ideas which will be helpful for business 
• Keep a track of RCM reports and help floor on all those weak areas that are related to CRM on weekly basis
• Monitoring the activities routed to CRM
• Make sure that the quality standards are maintained in CRM (Mystery Shopping)
• Regular meetings with other teams for better working relationship 
• Develop and encourage culture of excellence among the employees
• Process optimization by providing suggestions on regular basis
• Ensure that daily refreshers are taking place regularly. 
• Team activity monitoring will be done on daily basis
• Managing team issues and improve processing to achieve maximum results 
• Development of KPI’s and Implementation
• Ensure KPI’s are met within the department for both the client and the business
• Track, monitor, highlight and resolve issues at all customer touch points
• Responsible of Smooth Operations of CRM Team
• Related Project Management and Implementation
• SOP’s Development and Process Improvement
• Develop an atmosphere of judgment with common sense for better facilitation of external and internal customers

Assistant Manager Customer Services                                                                               

• Looking after Call Registration Center Inbound/Outbound (Nationwide)
• Revamping of Call Registration Center
• Monitoring and Enhancing CS staff performance
• Development of KPI
• Preparation of Monthly Costing for Service Centers
• Ensure KPI’s are met within the department for both the client and the business
• Track, monitor, highlight and resolve issues at all customer touch points 
• Verification and Control Sales Return
• Managing Customer Interaction Team 

Team Lead Operation Support Business Segment                                                 

Projects Handled in Current Role:

• Maintaining 95% Service Level of Business Helpline 
• Created a Mechanism of Handling Complaints within TAT for Enterprise Products
• Created Hiring Mechanism of New Staff

Transferred from Data Segment Karachi to GSM Business Side Lahore to supervise/manage 70+ backend support staff of business segment for performing mentioned tasks with in the given time and achieve assigned KPI’s.

• Looking after Business Care Team who responds Internal/External Customer Issues on Email (Nationwide)
• Looking After Business Helpline Inbound Team and Maintained the Service Level of 95% Above (Nationwide) 
• Looking After Business Helpline Outbound Team to Address the Internal/External Customer Issues in assigned TAT’s (Nationwide)
• Looking After Subscriber Management Team to Provide Financial Adjustment to Customers (Nationwide)
• Looking After Operations Support Team to Provide Support related to Backend Customer Related Activities (Nationwide)
• Reporting to Management with respect to departmental performance/issues
• Managing team issues and improve processing to achieve maximum results with in limited resources
• Responsible for timely achievement of KPIs from Team
• Managing Upselling Team for Increasing Sales from Digital Platforms

Regional Team Lead Credit and Collection WiMAX & Fixed Data

(Consumer/Corporate Recovery)                                                                           

Projects Handled in Current Role:

• Part of Mobilink Infinity Launch Team
• Hired First Batch of Contact Center Staff for Infinity Support Helpline
• Created Team for Credit Management 
• Created Team for Collections
• Managed proper handing over of WIMAX subscribers to Qubee at the time of Closure. 

Transferred from GSM to Data Side by overwhelming 70+ candidates internally applied for this position and became the member of Product Launch Team, where to recruit, train and supervise 80+ credit and collection reps for performing mentioned tasks with in the given time and achieve assigned KPI’s.

• Looking after the team to ensure timely payment collections from corporate customer and manage accounts by providing them support at any level with the help of coordination with other departments.
• Ensure timely reminders for customer to stop revenue leakage and responsible for timely collections via collectors
• New Connections Approvals
• Reporting to Management with respect to departmental performance/issues related to frauds.
• Creation/Implementation of new processes within the department to ensure timely achievement of KPI’s
• Managing team issues and improve processing to achieve maximum results with in limited resources
• Handling of different issues from entire Service Centers of the south region 
• Processing of New Sales/Ownerships from backend after getting necessary documentation
• On Job Training of BDO’s/Sales Team related to CRM/different internal systems
• On Job Training of Sales Team to ensure compliance of the policies
• Train and update the franchise Service Centers’ and Contact Centers’ staff for the upcoming products 
• Track, monitor, highlight and resolve issues at all customer touch points 
• Responsible for timely achievement of KPIs 
• Implement department’s objectives and ensure their alignment with company’s objectives and vision
• Introduced and managed commission-based team structure for reducing company cost and liabilities and achieving high end results
• Monthly PTA data reporting

Won Several Awards in current role,

• Annual Century Club Award 2009 on “Outstanding Performance throughout the Year” on managing Infinity C&C Team

• Inter Team Recognition Award from Infinity Commercial Sales Team on “Continued facilitation by Infinity C&C Team”

• Appreciation received on being a Part of Mobilink Infinity Launch Team in August 2008

• Long Service Award in Year 2010 for completing successful 5 years in Mobilink

Team Lead Investigation & Resolution Unit                                                    

Projects Handled in Current Role:

• Created & Managed GPRS Complaint Handling Back End Support Team
• Managed Launch of Blackberry Product by Creating Support Team
• Trained Contact Center Staff to provide FCR to Customers related to GPRS/Blackberry

Advanced to increasingly responsible positions, culminating in management role with oversight for a full-service and customer satisfaction. Directed 6 Team and managed Timely GPRS/Blackberry Activation for Customers, Complaint Resolution with in assigned TAT for customers, Maintain Quality, Training of Contact Center Staff for providing FCR(First Call Resolution) to customers, handling of corporate customers with  high prestige. Maintained high standards in customer satisfaction by providing solutions to customer complaints either via call or visiting. 1st Member of Support Desk made for complaint resolution related to GPRS & Blackberry.

Won Several Awards in current role,

• Inter Team Recognition Award from Enterprise Solution Team on “Continued facilitation by IRU, GPRS and Blackberry

Team”

• Employee of the Month Award for the month of November 2006 for performing as a “Silent Warrior”

• Surprise Award for the month of August 2005 for “Best Customer Services” on GPRS Desk

• Appreciation on Launch on GPRS for working 36 hours continuously

Customer Service Representative                                                        

Hired by one of the leading telecom companies in Pakistan as Contact Center Agent 

Business Development Engineer, Hardware and Network Engineer

Started professional career in kiosk manufacturing company in which provide technical support to customers locally and internationally by performing assigned responsibilities.

• Provided Support in Saudi Arabia, Riyadh as Business Development Engineer and Hardware Engineer to

AL-RAJHI BANK regarding Internet Kiosk, Phone Banking Kiosk and Banking Kiosk on behalf of Genesis Solutions (Pvt) Ltd

• Responsible for seasonal event management for the company.
• Integration and assembly of kiosk machines and computers.
• Configuration, Maintenance, upgrading and troubleshooting of hardware and office network.
• Installation and deployment of the machines in the company’s or client’s premises also travel within/outside the country for this purpose.
• Monitor the kiosk systems and ensure their uptime and health status.
• Identify and solve hardware / networking problems in the office network and kiosk machines.

Won Several Awards in current role,

• Appreciation received from Zajil Internet Service (Saudi Arabia) for providing technical support to AL-RAJHI BANK.

Education and Training

Trainings: Completed numerous courses and seminars in customer service, quality of service, technical, time management, leadership, performance assessment.  

• Attended Training on Lead to Inspire – Inspire to Perform by Mobilink
• Certified Six Sigma Yellow Belt
• Attended Training on 6 Six Sigma Yellow Belt by Mobilink
• Attended Training on People Managers Toolkit by Mobilink
• Attended Training on Crisis into Opportunity by Mobilink
• Attended Training on Culture of Excellence arranged by Mobilink
• Attended Training on Creating Magic in Sales arranged by Mobilink
• Attended Training on Service Excellence arranged by Mobilink
• Attended Training Empowerment & Delegation arranged by Mobilink
• Attended Training on Fundamentals of Mobile Networks arranged by Mobilink
• Attended Training on Black Berry arranged by Mobilink
• Attended Training on GPRS arranged by Mobilink
• Attended Training on 360 Degree Feedback arranged by Mobilink
• Attended a 3 days workshop from 9-11 September at Greenwich University by Pakistan Software Export Board (PSEB) on “Transition from ISO 9000:2000 to CMMI Level 2” on behalf of GENESIS SOLUTIONS (PVT) LTD.
• Attended and Managed Seasonal Event “ GITEX DUBAI 2001, 2002”, “FINANCIAL IDEAS 2004”, “IDEAS 2004”, “FUTUREZ 2003”, “IT’s Made in Pakistan 2004”, “ITCN ASIA 2002, 2004” Exhibitions on behalf of GENESIS SOLUTIONS (PVT) LTD held in Karachi, Lahore, Islamabad and DUBAI.