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Zeeshan Jamil Rana

135 C, Phase 8 DHA, Lahore, Pakistan

GSM: +92 3134441000
My goal is to achieve greatness through my talent, capacity, hard work,
guile and resilience.

Call Center Operations

Outsourcing Management
Report Writing
People Management
Performance Management
Contact Centre Management
Project Management
Strategic Planning
Change Management
Vendor Management
Process Design & Improvement
Stakeholder Management
Conflict Resolution
Quality Control
Reporting & Analysis
Communication Skills
News Construction
Media Relations


Responsible to minimize generation of Valid SRC and conduct trainings

to ensure that Customer Experience is enhanced at all levels

Responsible Managed Controlled Group CFL for 6 months to create

coordination between inner and outer loop in liaison with CEM team
Islamabad Feb 2014 till Sep 2014

In Charge of Disciplinary Committee Contact Center Lahore to ensure

policy and procedures are in place and implemented for smooth
running of contact center.

Responsible for Managing Zong Prepaid SIM Activation Helpline 789

project at Outsourcing Unit (TRG) 2013

Part of cross functional team which calibrated/engineered processes in

order to align KBS to ensure search efficiency Q2, 2013

Responsible for managing Complaint Queue @ CCLHR in order ensure

first level complaint handling, FCR and enhanced customer experience.
In addition to this all the resource selection as per performance was
done by myself. Q1 2013

Trained entire call center on KBS/System navigation to ensure correct

dissemination of information, capacity development, FCR and QOS. Q
2, 2012

Part of launch team which effectively launched Lahore Call center

where I was tasked to coordinate with vendor, administration and WFM.
The project was completed in well with in time. Q4 2011 to Q1 2012

RBT subscription through SMS short code 231 was developed and
executed Q2, 2011. All the requirements, product paper, FUTs were
done by myself

Engineered processes for Corporate Queue (311) in coordination with

Corporate Sales, Postpaid Help Desk and Quality Assurance Unit Q 3,

Responsible for efficient end to end execution of Zong Cricket Ke Jeet

campaign for Cricket World Cup Q1 2011

Process Engineering/re-engineering of all the SOPs in place for CSD in

collaboration with all the regions, QA and S&P to increase nationwide
resource efficiency and enhance customer experience Q2&3, 2009

Managed entire project of Data Warehouse Humak from vendor

management to project design, execution, completion, recruitment and
operations within given timelines in 2009. This helped us to do away
with the lengthy process of managing CSAF from franchises nationwide
and ensured record keeping at one place and commissioning of S&D in
a cost effective manner.

Responsible for MNP FOC data gathering, compilation and sharing of

the same with S&D HQ to ensure commissions are disbursed to
franchises in accordance with their contributions made to enhance port
in ratio and increase customer base Q2, 2009

Designed, conceptualized and implemented standard responses for

nationwide CSD franchise back end teams to ensure standardization in
terms of support to our business partners Q1, 2009

Awarded Zonger of the Month in 2010 for successfully running and

launching different marketing campaigns in liaison with Marketing IT
and CMC.

Got highest achievement award (Star Performer) in recognition of my

performance in terms of having first outsource project launched with
TRG on SIM Activation help line

Work Experience
Zong (CMPak Ltd.)

(December 2008 to till

Floor Manager Call Center (Dec 2011 till present)

Back Up Manager Call Center

Responsible for my teams to achieve all targets/KPIs set by the
department. Take accurate measures to ensure adherence from teams.

Responsible for achieving high customer satisfaction through high quality

service delivery by ensuring First Call Resolution. Take accurate measures
against feedback from Quality assurance and line management. Ensure
complaints are handled by team leads and their teams within the given
time frame. Handling escalated calls, complaints, questions, and queries
that team leaders are unable to address.

Explaining team leaders their team objectives and contribute to manage

team objectives through team work. Maintain high motivational level and
moral of the teams by regular team meetings and motivational exercises.
Facilitating the communication amongst team members. Creating sense
of ownership within the employees and resolving employee issues, if any.
Develop a culture within the teams, aligned with the overall culture of the
Customer Services and Organization.

Ensure complete understanding of Customer Services processes &

policies, code of conduct and a strict adherence. Maintain complete
knowledge of products/ offers being introduced in the market and
promptly update to the teams accordingly. Floor supervisor would also be
supervising the tasks performed by team leaders and their teams.

Ensure high competency & skills level of the staff. Organize teams to
deliver the right solution at the right time, explore opportunities for
additional customer support.

Ensure smooth operations during the shift and also ensure that issues
impacting the customers are solved on real time basis.

Monitor and review that Call Centre SOPs are strictly followed for smooth
and efficient work flow during the shifts.

Carrying out team meetings and actively participating in the monthly and
weekly meetings.

Exceeding and meeting departmental objectives, including answered call

targets, and meeting service level.

Documenting general reports on each team members performance and

targets as well as ensuring that they exceed the targets

Project Manager OSP Operations (TRG Lahore)

(May 2013 till Aug)

Responsible for managing the overall operations at the outsourcing unit

ensuring cost optimized solutions.
Ensuring operational efficiency in optimum resource utilization, problem
identification and rectification at OSP.
Improving customer experience and optimizing efficiency of processes.
Strategize the operations to obtain maximize revenue generation through
Coordination with the required vendor for smooth running of operations.
Ensuring FCR and CSI at high quality of service by identifying the issues
raised by customers and devising an action plan to fix it.
Application level development and improvement in the existing interface.
People development through indoor/outdoor training, coaching and
motivational activities

Executive Systems & Processes

(Jan 2010 till Aug 2011)

Develop and re-engineer standardized Customer Service Operational

Processes with focus on efficient delivery
Review and develop SLAs and TAT within and other departments of
organizations for effective and efficient services.

Ensuring information delivery channel follows effective mechanism that

delivers relevant, consistent and useful information

Developed & executed new policies and processes in compliance with CS

standards of the organization to provide good customer experience

Analyze the effectiveness of policies and procedures in place in all CS

sections & identification of areas where new policies are required in order
to ensure to greater efficiency of the business

Systems Developments and Automation

Automation of CS and other activities to get extra output with minimum

chances of error and reduce manual current process/functionalities
resulting in enhancing system performance for new and already deployed

Monitor and evaluate system & processes to increase work efficiency and

Monitor performance to established Service Level Agreements and

Objectives, investigate root causes of non-compliances and assure that
effective corrective actions are successfully implemented

Customer Experience Management

Improve and Enhance standards and work environment of assigned

functions with the focus to facilitate customer and improve customer

Ensuring information delivery channel follows effective mechanism that

delivers relevant, consistent and useful information

Identification of areas where new policies are required in order to ensure

to greater efficiency of the business

Executive Customer Support HQ /National Coordinator

(CSD May 2009 till Dec 2009)

Liaison between all the regional CSD/C&C teams and HQ on all operational
Back up to National Manger Customer Support

Compliance issues related to franchises and their follow up with

recommendations to S&D HQ.

Process engineering/ re-engineering of all franchise back end processes

and coordination with S&P and QA for the same.

Data maintenance of MNP FOC SIM replacements done by franchises

nationwide, their record keeping, commissioning and liaison between
regional in-charges CSD and S&D

Monthly performance dash board and its presentation to national


Team Lead Telenor Pakistan

(Sep 2006 to Nov 2008)

Managed the floor, responsible for Service Level

Managed three teams each of 15 Customer Relation Officers as an added

Evaluating the calls on daily basis to ensure optimum quality and

providing them with 360- degree feedback

Evaluating the calls of CROs on behalf of Quality Assurance Department

Handling irate customers willing to talk to floor in-charge or supervisor

Interaction with other departments to resolve customer Complaints

Updating team/floor with the latest promotions and updates regularly

Member of the recruitment team for assessment and interviews for

customer relations officers

CRD Social Club Telenor

Pioneer member of CRD Social Club where I was responsible to hold and
organize employee motivational events and town halls etc
Prime responsibility was to ensure employee engagements through indoor
and outdoor activities


Customer Experience Management by Nabila Yazdani 2014

Unleash Your Potential by Nabila Yazdani 2014

Change Management by Maham Dard 2014

Customer Experience Management by Nabila Yazdani 2013 Training

conducted by Umer Khan from Activate for efficient team work. Zong
2013 Zong

Training on HR for Non HR Manager by Sohail Zindani 2013 Zong

Training on Lean 6 Sigma by Khurram Sultan 2013 Zong

Stress/Time Management Training by Faisal Imtiaz 2013 Zong

Soft Skills, Products and Processes training by Competence Development

Team Telenor

Leadership skills (Call center Industry) by one of top consultant in the

world Dr. Brownell O Connor 2007 Telenor

Trained on how to build a Call Center & Leadership development by

Ibrahim Gillani Ex-Director CRD 2007 Telenor

In house training conducted by OD team of CMPAK on ACT (Attitude,

Communication Skills and Team Work)

Training conducted by Dr. Stephen Covey on Overcoming Challenges In

Todays Time Zong

Training conducted by IMS (Institute of marketing and Sales) on

Customer Retention Management Zong

Training conducted by Ali Khurram Pasha (Franklin Covey Pakistan) on 7

Habits of Highly Effective People signature program Zong

6 Thinking HATs by Sohail Zindani 2011 Zong

Staff Reporter on Culture Beat (The Post) 2005

Was a part of two Rafi Peer Theater festivals in 2005-06 as media

coordinator for Rafi peer Group

Report and article writing on culture and fashion as freelance reporter

for The Post in 2006. Transcripts of the same are available on online
as well

In addition to this I was also a president of Mass Communications

Editorial Board (2004 -05)

Masters in Support Communication (University of Punjab)

Public Relations/Media Studies
Bachelors in Economics (Forman Christian College)

Intermediate (Forman Christian College)