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Karachi
SM Umer

SM Umer

Deputy General Manager Customer Experience

Customer Service / Support

Karachi, سندھ

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About SM Umer:

Senior Customer Experience & Service Excellence Leader with 15+ years of progressive leadership across Power Utility, Telecom, Banking, Retail, and Contact Center operations. Proven expertise in Customer Service Management, CX Transformation, Process Automation, Quality Assurance, Training & Development, Digital Adoption, Complaint Management, Bill Recovery, and Regulatory Compliance. Adept at leading large teams, improving CSAT, NPS, SLA, and reducing cost-to-serve through strategic initiatives and stakeholder collaboration.

Experience

Senior Customer Experience & Service Excellence Leader with 15+ years of progressive leadership across Power Utility, Telecom, Banking, Retail, and Contact Center operations. Proven expertise in Customer Service Management, CX Transformation, Process Automation, Quality Assurance, Training & Development, Digital Adoption, Complaint Management, Bill Recovery, and Regulatory Compliance. Adept at leading large teams, improving CSAT, NPS, SLA, and reducing cost-to-serve through strategic initiatives and stakeholder collaboration.

Education

Masters 16 years of education 

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