(Customer Experience Specialist)

MUHAMMAD ASAD MIR

Mobile Phone:
(+92) 3234209030

Email:

asadmir1503@gmail.com

Professional Experiences

Lahore (Pakistan) —Manager (Customer Relations & Training Dept.)

July 2023 – Present

Worked on:

Customer Relations: Analyze customer satisfaction metrics, collaborate cross-

functionally to resolve issues, and enhance service delivery for an improved
customer experience.

Teacher's Training: Implement and assess teacher training programs, collaborating

with in-house experts to create engaging materials, and conduct sessions with
innovative teaching methodologies for skill enhancement

Team Management: Lead and oversee a team of customer relations and training
professionals, offering guidance, support, and mentorship for high performance and
professional growth.

Communication (Internal &External): Effectively communicate with internal and

external stakeholders, including customers, teachers, and management.

Data Analysis and Reporting: Collect and analyze data related to customer
feedback, training effectiveness, and performance metrics.
Prepare Ad-hoc Reports while highlighting key insights and recommendations for
improvement.

Process Improvement: Identify opportunities for process improvement in customer

relations and teacher training.
Work collaboratively with other departments to streamline workflows and enhance
overall organizational efficiency.
 Customer retention: Retain customers in case of issues reported, unresolved
conflicts during online classes.
• Customer Relations Management: Successfully managed a high-volume customer
support department, handling inquiries, complaints, and escalations while maintaining
a customer-centric approach.
• Team Leadership: Led a team of customer support representatives, providing
guidance, coaching, and motivation to achieve performance goals and enhance team
productivity.
• Customer Experience Enhancement: Implemented strategies to improve the
overall customer experience, resulting in increased customer retention and loyalty.
• Issue Resolution: Expert in resolving complex customer issues, demonstrating
strong analytical skills and a solution-driven mindset.
• Product Knowledge: Developed a comprehensive understanding of the online
tutoring platform and its features, enabling efficient problem-solving and effective
communication with clients.
• Client Communication: Effectively communicated with clients through various
channels, including email, chat, and phone, ensuring clear and timely responses to
inquiries and concerns.
• Feedback Management: Managed customer feedback channels and utilized
feedback to make data-driven improvements to the service offerings.
• Training and Development: Conducted training sessions for customer support
representatives, fostering their skills in handling customer inquiries and resolving
issues.
• Cross-Functional Collaboration: Collaborated with other departments, including
marketing and Sales team, to address customer needs and ensure a seamless
customer journey.
• Customer's Data base Management: Maintain important customer's list on Google
sheets while ensuring strong follow-up.
• Rebooking Data base Management: Maintain customer's rebooking data sheet in
order to analyze rebooking stats & to follow-up regular/not regular customers.

Lahore (Pakistan) —Deputy Manager WFM (Sales & OCM)

Dec 2019 – June 2023

Worked on:
• Oversee all outbound activities included Campaign’s Data Management, Outbound
Dialing and Reporting final dashboards to Senior Management.
• Interact with Operation Managers to ensure SLA on daily basis.
• Support ops Team in registering maximum Cross Sales & Up selling in CRM in order
to increase overall company’s revenue.
• Monitor Daily/weekly/ Monthly Outbound Dialing Summaries / dashboards with the
Management giving them insights of Outbound Sales, Retention & Surveys related
dial outs.
• Ensure 50% connectivity of all sales Campaign received by HQ Team.
• Prepare own Cross Selling & Upselling Campaigns while executing successfully to
increase overall Revenue & Customer’s Active base of PTCL.
• Ensure maximum productivity out of all Sales Campaigns by monitoring & counseling
Operation Team in case of low performance observed.
• Coordinate with Head of Departments to plan & foresee ongoing obstacles in OB
dialing like Attrition rate, Shared Data Issues & Agents performance &
productivity.
• Generate Alerts, Escalations & Warnings regarding abnormal activities regarding OB
operation’s performance & malpractice (if found).
• Handle Social Media platform’s Leads i.e. What Sapp, Facebook, Instagram &
Website OPT INS while ensuring their dial outs, giving information & order
placement in CRM along Order IDs.
• Coordinate with Product Segment & Digital Media Marketing Team (MARCOM)
regarding social media Campaigns by giving them insights of shared Opt. ins in order
to increase the overall Sales & Revenue.

Lahore (Pakistan) — Asst. Manager WFM

Dec 2018 – Nov 2019
Worked on:
• Ad-hoc data analysis and reporting.
• Responsible for end-to-end outbound campaign management.
• Quality Outbound Sales & directly report to Senior Management with summaries &
Daily/Weekly/Monthly Dashboards.
• Responsible for data transformation and formulation in Excel Dashboards.
• Responsible for making reports of contact Center of PTCL based on their KPI’s
• Monitoring outbound Agent’s Performance on Different Nationwide Sales
campaigns & provides useful insights to the Managers.
• Conducting surveys like NPS & CSAT of PTCL product services.
• Providing support to operations during facing high queue to ensure Service Level
%.
• Providing support to Ops Team Leads to register maximum sales in CRM as
well.
• Evaluate calls of Outbound Agents to rectify mistakes in Sales pitch,
communication error & retention of customer.
• Communicate with regional teams all over Pakistan as our department is a
centralized department of PTCL contact Center which monitors all contact centers
of PTCL in Pakistan.
 • Provide Solutions to enhance agent’s productivity through new & adaptive
techniques.
• Interact with regional members to give them insights about Weekly/Monthly/
performance of outbound department for better decisions.

Sr. Team Lead Outbound Sales

Feb 2018 – Nov 2018
Worked on:
• Worked as Sr. Outbound Sales Executive.
• Worked on different nationwide Outbound campaigns.
• Ensure maximum output on sales Campaigns.
• Register orders in Siebel CRM and manual follow-ups of interested customers.
• Handled 70+ calls on daily basis through Cisco IP Communicator.
• Communicating with customers & directly Cross selling & upselling services.
• Worked as a Backup Team Lead while managing team of 15-20 staff approx.
• Giving customer out of the box solution in order to mature sales while using USPs.
• Manage performance reports of customer services staff

Customer Care Executive-Inbound

June 2017 – Jan 2018
Worked on:
• Worked as Inbound Customer Care Executive.
• Handled Inbound calls while ensuring maximum customer satisfaction & experience.
• Handling complaints registration in CRM & generating / follow-up tickets.
• Ensuring FCR & handling inbound queues to maintain overall Service Level %.
• Register orders in Siebel CRM and manual follow-ups of interested customers.
• Handled 70+ calls on daily basis through Cisco IP Communicator.
• Communicating with customers & directly resolving issues & product info.
• Efficiently processing conventional interactions.
• Appropriately following compliance regulations.
• Decisively solving problems.
• Proactively uncovering opportunities.
• Bill adjustments provided to bill related complaints.
 Asst. project Manager—Head Office
Oct 2016 – May 2017
Worked on:

• Worked as Asst. Project Manager at head office.

• Assisted Project Manager in DHA EME Grid station project.
• Making BOQ & Material Estimation as per Manager guidelines.
• Coordinate with draftsman for real drawing s estimation.
• Cost evaluation of materials & day to day expenses.
• Estimation & BOQ in Excel with formulation.
• Bar bending schedule & steel design

Site Supervisor- Architectural & Interior

March 2015 – Aug 2016
Worked on:

• Worked as site supervisor on a project.

• I was responsible for supervision of all site activities.
• Directly reported to CEO about ongoing implementations of project.
• Responsible for labor’s daily routine tasks & provide solutions in case of any real time
issue.
• Coordination with client requirements & communicate it to on ground team.
• Daily report to Project Manager EOD.

EDUCATION

• Bachelor of Science (Civil Technology)

• DAE (Civil)
• Intermediate (I.com)
• Matriculation

PEOPLE SKILLS

• Technical Writing.
 • Presentation Skills.
• Communication.
• Problem Solving.

TECHNICAL SKILLS

• Data Analysis
• Data Visualization
• Excel Reporting
• Excel formulation
• Power Point presentations

SPORTS

• Swimming
• Cricket

HANDS-ON WITH TOOLS AND TECHNOLOGY

• MS Excel (Summaries with Formulation)

• MS Excel (Interactive dashboards)
• SQL Server (Initial level)
• Excel (Data Storage and Data Formulation)
• MS Outlook (Email writing & Drafting)
• MS Power Point (Presentations)
• MS Word (Technical writing)
• Social Media Handling