Shoaib Khan

Summary

lCurrently working as Manager Customer Satisfaction Research. With more than six year experience in Quality Assurance, Trainings and Customer Relationship Management. And more than ten years of combined experiences in IT & Customer Care.

Work History

Work History
Oct 2009 - Present

Manager Customer Satisfaction & Research

Mobilink

Selected Contributions & Responsibilities:

·Ensured Smooth delivery of Customer Satisfaction reports for management.

·Designed and implemented bill delivery survey with complete process flow data sample collection to management reporting.

·Completed revamping project of customer satisfaction surveys for Customer care and franchise.

oIncorporated segmentations in surveys data sample.

oDeveloped quality team for monitoring outgoing calls quality.

oRevamped Report to give management better visibility of customer’s feedback.

·Groomed team of quality evaluators ensuring minimum error level. Also ensured to train them as trainers to conduct trainings.

·Groomed team of research offices to conduct surveys and capture customer’s feedback without any errors.

·Developed complete training process to ensure all team members will keep updated on latest information.

·Developed process documents for all satisfaction surveys to help understanding complete process lifecycle.

Actively participated in revamping and development of projects for QAST.
Jan 2005 - Oct 2009

Team Lead Quality Assurance & Training Team (Central)

Mobilink

Selected Contributions

·Developed complete process of Trainings for all customer care touch points.

·Scheduled & Monitored complete Siebel Training project in Central region.

·Scheduled & Monitored complete MNP Training project in Central region.

·Completed Project of Random Activity Monitoring system to evaluate frontend & backend team performance.

·Completed project of frequent caller analysis and work code analysis. It helped to understand reasons of repeated calls and higher number of calls for any specific work code at contact centers. Approximately 10% call load was reduced after addressing reasons extracted from these both reports.

·Completed Project of Random Call Monitoring of Out-Bound surveys to ensure customers feedback will be captured and presented without errors.

·Automated all quality assurance reports sent to customer care management which saved 10% to 15% time.

·Introduced and developed scheduling system which helped improvement overall team performance and manage workload more efficiently.

·Developed Designed and Maintained Training system for record keeping

·Conducted about 1500 hours training for various groups of customer care, Sales, Marketing, & IT on product and soft skills.

·Evaluated inbound out-bound calls & system based activities to ensure quality services will be provided to customers

Oct 2002 - Jan 2005

CITIBANK NA — (IT) Lahore

Citibank N.A.

·Managed Cash management support team in north region

·Managed, Implemented and supported Citibank cash management products nationwide

·Managed Citibank and PSO project for online PSO fuel ordering system in north region. Involved in initial testing, trainings and post project monitoring and support.

·Maintained smooth end to end systems for payments through Citidirect, Paylink and speed collect.

·Managed project of complete system up-gradation project to web based Citidirect in north region.

oPre-implementation tests at selected clients in north

oTrained clients on new systems before final implementation

oComplete system software up-gradation

oMonitoring & support for smooth operations

·Implemented Citidirect for speed collect and payroll at Paktel & ufone it include pre-sale presentations, Trainings and system configurations for smooth transections & reporting.

Implemented and managed Backup systems and process for business contingency. Conducted smooth testing in north region. 
Mar 2000 - Oct 2002

Network Administrator

Citibank N.A.

·Managed System & network support of designated location.

·Managed Service Level Agreements with venders for smooth system operations.

·Implemented and Maintained checklist for daily systems operations.

·Maintained complete documentation for system which helped in getting highest scores in Annual Audit Review.

·Completed project with STATBANK of Pakistan IT AUDIT Team by giving complete support and understanding of Procedures and Process followed at Citibank.

·Conducted three successful Contingency of Business plans. Also suggested changes and got them incorporated for efficient system performance.

·Supported IT management to implement new system. Which includes Pre and post Project testing’s (UAT’s) & user Trainings for smooth business operations.

oUpgraded new banking operations applications.

oIncorporating Gold banking at my location.

oImplemented encryption applications on servers & hi risk systems.

·Maintained Novel & Windows mixed server environment. Ensured timely support by venders if required for hardware through Service level Agreements.

Maintained WAN networks for smooth operations. Ensured timely service & support by vendors through Service level Agreements.
Jan 1998 - Jul 1999

Support Engineer

MICRO INOVATION AND TECHNOLOGYES (PVT.) LTD.

·Responsible for customer support for software and hardware

·Worked on complete projects to implement clint server environments.

·Responsible for troubleshooting software errors on Windows Servers & Clints

·Responsible to support and implementation of MS Exchange and SNA servers.

·Responsible for troubleshooting server hardware problems at client sites.

·Configured NT servers, Exchange servers, SNA servers, Internet information servers.

·Hands-on experience working Configured HP, IBM, Server machines.