Syed a Salman

Over 17 years of experience in customer care, planning and performance

Expert (Proactive Complaint Resolution) Customer Care   

STC Aug 2020 to date Riyadh - KSA           

• Enhance overall process
• Advise customer care unit for improvement of services 
• Suggesting changes to streamline process
• Initiatives to handle issues proactively
• Development of standardized complaint analysis frameworks
• System Automation to enhance capabilities 
• Lead the development of complaint metrics
• Automation reports through IT 
• In depth analysis of outsource contact centers
• Managing projects related to system enhancement and automation

Digital Sales/Telesales Expert   

STC Channels Nov 2018 to Nov 2019 Riyadh - KSA              

• Reporting and Analysis (Daily, Weekly, Monthly Reports with details analytical feedback)
• Presentations (Weekly, Monthly and Yearly Presentations for higher management related to performance, Revenue and Agents )
• Products Price and Revenue Calculation on Weekly, monthly, yearly basis.
• KPI measurement.
• Managing outsource call centers performance
• Process enhancement.
• Allocating sales target based on defined criteria agreed with each segment head
• Work as liaison between Vendors.
• Provide the Digital and telesales management with various on demand reports
• Investigate in cases related to any abnormal activates, revenue or commission calculation.
• Dashboard designing and Implementation.
• Improving Quality of services
• Analyze the commission for all Digital Sales units.
• Enhance and improve internal processes related to the Workforce & Performance department

Technology Expert

STC May 2014 – Nov 2018 (5 Years) Riyadh – KSA

• Worked as Technology expert / Business analyst STC customer care.
• Adhoc, Periodic and Real time Reports
• Data analysis 
• Daily, Weekly and Monthly reports
• Dashboard designing and Implementation 
• Defining and implementing KPIs
• Synchronization of different systems for development of Report and Dashboards.
• Real time data analysis 
• Forecasting 
• System Revamp
• Deep analysis/validation of Reports and Dashboards for quality check before implementation
• Preparation of on-demand reports
• Business Analysis 
• Enhancement of systems
• IVR enhancement
• Preparing service concept and BRSD 
• Working closely with core IT team throughout the projects 
• Attending Circle sessions as Business Analyst to explain all the requirements of requester to IT.
• Ensuring all stages of projects are completed as per the timeline 
• Testing new systems and ensuring correct and timely deployment 

Planning and Performance Expert 

STC Riyadh – KSA

• Strategic Planning 
• Reporting and Analysis
• Business Analysis (BA)
• System analysis and implementation 
• Performance evaluation 
• Process re-engineering
• Capacity Planning
• IVR Planning
• Workforce management process Enhancement 
• Call Center Planning
• Call Center Outsourcing 
• Resource Planning
• Forecasting
• Development of One time and periodic reports through EDW
• Development of Dashboards through EDW
• Enhancement in WFM system

Workforce, Quality and Supply Chain Supervisor 

Mobily. Saudi Arabia.  May 2013 – May 2014. (1 Year) Riyadh/Jeddah KSA

Awarded “Top Achiever Award” for the year 2013 

• Leading Workforce Team in Riyadh and Jeddah
• Forecasting workloads, resources required to process workloads.
• Scheduling resource, managing real-time adjustments to resources
• Reporting and Analysis 
• Call center outsourcing management
• Maximizing efficiency and occupancy while meeting service objectives
• Scheduling for assigned Operation Programs.
• Adherence management. 
• Achieving required Service level 
• Real time resource monitoring 
• Monthly Pay roll and Incentive management
• Handling HR related issues
• Direct workforce management team to meet targets

Workforce Management Executive (Nationwide)

Zong CMPAK. Pakistan December 2007 – May 2013 (5 years 6 Months) Islamabad - Pakistan

Awarded “Excellence Award for the Year 2008”

• Leading Call Center Real Time Monitoring  Unit Nationwide 
• Reporting and Analysis 
• Resource monitoring and real time scheduling.
• Ensuring Successful Achievement of Required Benchmark Regarding Call Center Matrix (Service Level, AHT)
• Real Time Monitoring and Manual Routing to Ensure Maximum Utilization of Resource 
• Strategic Decision Making, Providing Suggested Remedies to Management
• Forecasting, Providing decision based on forecasting
• Call Traffic Monitoring at MSCs Level
• Monitoring overall Call Center Performance
• Adherence Monitoring
• KPI Management
• Daily, Weekly, Monthly, Quarterly and Yearly  Reports/Presentations   

Team Leader Outbound & Postpaid

• Supervise Outbound and Postpaid teams 
• Outbound Campaigns Management
• Customers surveys for the Marketing and IT departments
• Maintaining quality standards 
• Improvised target-based system and initiated reward points
• Developed recreation schemes and top-performance awards

Assistant System Engineer IN OMC. 

Wise Communication Pvt. Ltd., Pakistan. Jan-2007 to Dec-2007(1 year) 

• Monitoring and configuration national and international carriers 
• Updating of routing table 
• Configuration, troubleshooting of switches and routers E-1 Interfaces
• Vendors coordination 
• Tariff designing for national traffic 
• Troubleshooting of hand off failure, poor origination, frequency and related issues

IT Officer. 

MR Consult, Islamabad May 2004 to Jan-2007 (3 years)

• Configuration, maintenance of Local Area Network.
• Hardware and software troubleshooting and maintenance.
• Preparation of project related documents (feasibility reports, presentation).
• Administrative jobs that are assigned

Bachelor in Computer Science