Muhammad Nasir Ismail

PERSONAL SUMMAY

House # 18-C Model Colony Model Town Q Block Lahore Pakistan

M: 0321 4497364 E: nasir2win@gmail.com/hotmail.com U: http://nasir2win.wix.com/nasir-ismail

8 years of successful experience in customer service, Quality audits support with recognized strengths in respective domain, problem-solving and trouble-shooting of Various Wateen products, sales staff support, service standardization, planning/implementing proactive procedures and systems to avoid problems at the first place.

AREAS OF EXPERTISE Training & Development Survey Conduction Employee Engagement

Corporate Affairs Service Standardization Process Engineering

Public Relations Customer Care Service IntelligenceQuality Assurance Vendor Management

CAREER HISTORY Quality Assurance Executive Wateen Telecom Jan 2008 - Present

Responsible for quality audit and devising standard operating protocols and overseeing the development of processes. Sets performance metrics, evaluates productivity, talent management, employee engagement, conducting quality audits and TNA to help workers for creating long-term career plans within Commercial Business Unit.

Conducting/organizing Behavioral & Technical learning sessions for existing and newly hired employees

Coaching and mentoring of identified staff to address specific development needs

Developing and establishing learning systems, policies and processes in order to deliver the objectives in line with the learning and development strategy

Conducting learning sessions like culture of excellence, leading with change, team dynamics, passion at work for over the department

Implementation based on recommended trainings on audits for continuous improvement for Commercial Business Unit

Coaching of Customer Service inbound, outbound and backend support teams based on calls listening and mystery shopping reports

Identifying training needs for CS staff in coordination with department managers

Screening and training for new hired staff regarding the product & soft skills

Measuring calls as per given guide lines and ensure that each call is evaluated thoroughly and on merit

Being role model  in terms of communication and interpersonal skills

To coach and mentor team member to comply with the rules and processes

Meeting targets assigned by quality manager Coordination with other departments to get better product

information for CS Staff Responsible for responding to technical queries related to Wateen

Products Ensure customer satisfaction at all levels of customer interaction Management reporting regarding QA operations Developing and documenting CS system and processes

https://pk.linkedin.com/in/nasir-ismail-a9906619

OTHER TASKS (Current)

Service Request and Provisioning (SRP) POC for Govt. Regulatory Affairs & Legal cases POC for Mobilink & Telenor corporate services & invoice handling Wateen Correspondence & Dispute Resolution Unit Responsible for maintaining business repository Accountable for SOPs creation & testing Quality Audits Vendor Management

Other Job Roles Quality Assurance & Service Standardization Specialist Supervisor Inbound Correspondence Executive Team Leader- Contact Care

SKILL SET Communication Skills Problem Solving People Management Analysis and Reporting Analytical Thinking  Leadership

TRAININGS

PREVIOUS WORK EXPERIENCE

Responsible for maintaining the network management system by ensuring the call routes and tariff simulation. Further job accountability included the monitoring performances of company processes across the value chain through clearly defined KPI’s. This encompassed customer support & interaction, business communication with different clients.

Responsible for determining operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions. Job roles also includes documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code. Prepares and installs solutions by determining and designing system specifications, standards, and programming.

ACADEMIC MBA Marketing – Punjab University - 2008

BA – Punjab University - 2005

https://pk.linkedin.com/in/nasir-ismail-a9906619

         Effective Communication Skills          Positive Approach

         Stress Management          Effective Training Management

         Efficient Coaching          Impression Management         Induction of Wateen          WiMAX,HFC & GPON          The Customer Connection          5 Essentials of Sale Success          Motivating for Results     ValuesNMS Administrator FFM International Pvt.

2005 – 2006

Software Developer E-Miracles Solutions 2003 - 2004

HDSE – Aptech Computer College - 2002

I.Com – BISE 2000

Matriculation-BISE 1998

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