Experience

California Pizza

• Pakistan
• Food and Beverage Manufacturing
• 1 - 100 Employee

• Head of Contact center and Customer Services

  • Jan 2020 - Present



CATCOS (Pvt) Limited

• Pakistan
• IT Services and IT Consulting
• 1 - 100 Employee

• Contact Center Operations Manager at Police Help Line 15

  • 2018 - Jan 2020



Pizza Hut

• United States
• Restaurants
• 700 & Above Employee

• • Sep 2015 - Jun 2018

  Complete / Proper shift taking/handing over with others AM's.Connectivity checking/ensuring between call center and restaurants including promise time.System resources check including shortage of items, Deactivation’s etc.Testing UAN/PRI.Scheduling of agents/CSR's according to the work load requirements.Assigning daily/weekly/monthly targets to the teams.Ensuring and achieving good results by improving KPI's.Marinating floor decorum, Managing breaks.Communication board updating on real time basis.Maintaining and sharing individual Order Takers Sales,Guest Checks,GC Average and performance records.Daily/Weekly/Monthly/Quarterly and Yearly reporting.Quality Evaluation of CSR's.Coaching and counseling of CSR's , One on One sessions and Team Meetings.Recognition of good work done and personal attention to the low performers.Direct reporting to Manager and General Manager.Maintaining all KPI's/Compliance/QA/Complaints and Daily/Weekly/Monthly/Yearly Reports.Manage Petty Cash daily.Share the main KPI's with higher management. MRN and ST generate for Call Center.Telemarketing/OutboundRecruitment and Training new CSRs. Show less

• • Jul 2014 - Aug 2015

  Monitoring Own team, floor activities, handling complaints on floor, Mystery shopping, One on One session (feed back to CSRs), Maintain log/Daily items, Branch communication, support in Deactivation, Maintenance issue, Checking attendance cards, CSR grooming and monitoring and improving all KPIs.