• Manage 22 seats (inbound/outbound) Call Centers each in Pakistan & Bangladesh, and 32 seats (inbound/outbound) Call Centers each in Srilanka & Thailand. Total workforce being managed in four countries include 180 CSRs, 3 Assistant Managers, 9 Supervisors, and 11 Team Leads. • Analyzed each country's business model. Revamped Call Centers' technologies, organizational structure, and re-defined Call Centers’ business processes.. • Assist HR in preparation of training manuals, and hiring/training of Call Center staff. • Designed and managed policies, KPIs, SOPs, and Loyalty Program. • Monitor and evaluate Assistant Managers, Supervisors, Team Leads, and CSRs performance. Provide prompt feedbacks for appreciation and improvement. • Managed implementation of CRM application, integrating Singer Call Centers, Retail Outlets, Service Centers, and Sales & Marketing through a single application. • Submit Call Centers’ performance reports to the management.

• Managed 40 seats (30 inbound/10 outbound) Call Center, with 75 CSRs, 3 Supervisors, and 6 Team Leads. • Analyzed Cybernet's existing customer service system, identified gaps. • Presented Role Model Call Center for Cybernet with the future Outsource Service Provider (BPO) setup. • Assisted HR in preparation of training manuals, and hiring/training of Call Center staff. • Defined policies, KPIs, and SOPs. • Monitored and evaluated Supervisors, Team Leads, and CSRs performance. Provided prompt feedbacks for appreciation and improvement. • Managed CRM application implementation integrating the Call Center, Response Centers and the Billing application. • Submitted Call Center performance reports to the management.

• Led a team of 20 CSRs & 1 Team Lead to launch the SONY North America campaign. By Dec. 2002, the campaign had grown upto 150 CSRs, 5 Supervisors, and 5 Team Leads. • Supported HR in hiring /training, and certification of new hires. • Organized training sessions regarding SONY products, policies, & customer service procedures. • Co-ordinated with WFM to meet shift requirements. • Twice-a-week client calibrations, call monitoring, call quality, and escalations handling. • Provided CSRs with weekly performance feedbacks. • Hardware/software installations, applications testing/maintenance. • Weekly payroll and man hours calculation. Reported performance to Operations Manager.

• Led a team of 10 CSRs to launch MCI WorldCom calling card customer service campaign in Canada. By June 2000, the team had grown upto 45 CSRs, and 5 Team Leads. • Managed and resolved complex calls (escalations) with the CSRs/Team Leads. • Assisted HR in preparation of training manuals, and hiring/training of Call Center staff. • Supported HR in preparation of training manuals. • Weekly performance reports and payroll.

• Provided service and support to NBS clients. Assisted fellow HSEs in resolving complex calls. • Developed Knowledge Base carrying troubleshooting tips. • Visited clients and submitted visit reports to Support Manager. • Hardware/software installations in-house and clients' premises. • Assisted Support Manager in preparation/editing of training material. • Assisted IT Manager in project layouts and project documentations. • Acquired team leadership training from Support Manager.

Project Management, Project Management Training

Information Technology, 2-yr. Advanced Diploma in IT

SAP CRM, SAP CRM 4.0 Training

Customer Service, Customer Service & COPC Training

Computer Science, 2-yr. Diploma in Computer Science

Pre-Engineering, Higher Secondary School Certificate