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Waqas Hussain Khan Akbar

Customer Experience, Service, Relationship Professional

Work experience

Mar 2009Sep 2014

Team Lead Operations


Proactively managing efficient team delivery and output within agreed service levels and business targets.

Effectively managing business processes within the team, such as time and attendance and ACT reporting, to ensure customer satisfaction and accurate flow of information to internal sources.

Provide a conductive working environment for all employees and ensure discipline on the floor.

Resolves escalated enquiries and complaints, taking responsibility for the action required where necessary.

Conduct return to work interviews after absenteeism.

Conducts call monitoring either by listening into recorded calls or live calls and coach team members.

Regularly appraise and review staff in line with company methodology i.e. ABU.

Ensure training and development plans are maintained for all team members.

Take direct control of team retention levels. Uses company methodology and own initiatives to ensure retention targets.

Develops and ensure effective and efficient communication channels amongst teams to achieve the targeted RCM level.

Provides motivation and management of the team members in order to maintain required levels of retention, attendance and operational excellence.

Provides clear and constructive feedback to both good and bad performers.

Disseminates information received from client contact point to the team members as soon as possible and ensure that the team members are fully briefed on information received.

Specialist in:

üChurn Management.


üUp selling technique.

üTeam Building and Motivation.

üCoordinate with Client (Telenor Pakistan) on different issues and concerns.

üAbility to communicate both technical and non technical personals.

üISO 27001 parameters. (Information Security Management System).

Mar 2005Mar 2009

Customer Services Representative

Mobilink An Orascom Telecom Company

Responsible for Contact Center caller to help them out in time.

Direct Customer Handling on Helpline.

In time solution of customer’s quires and to make sure the completion of every action on Contact Center in time while forwarding their and complaints queries.

Providing First Call Resolution.

Meeting KPIs.

Providing assistance to new hires to get the better results while they are a part of Mobilink Contact Center. Heading customer care centers, guaranteeing customer delight

Escalating issues.

Specialist in:

üChurn Management.

üCRM handling.

üBilling Systems.  Geneva, Cygnet.

üComplaint handling.

üAbility to communicate both technical and non technical personals.


Masters of Business Administration

Global Institute Lahore


Al-Khair University


Expertise includes:

  • Telecom Business and Technical Knowledge.
  • Leadership & Team Building.
  • Harvard Business Reviews. (On Team Building)
  • Analytical Skills.                                                 
  • Problem Identification & Resolution.
  • Conscientious in Customer Retention.
  • Complaints management.


I'm seeking management level opportunity to work with most renowned companies, where as a professional I could get challenged, learn more skills and experience a quality environment for implementing those skills to accomplish milestones and goals for mutual interest and growth of the Institution and Self.