Years of experience: 18

Support SpecialistITCall Center SupervisorCall Center TrainerHelp Desk SupportCustomer Care Specialist

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Zahid's Career Path
Regional Service Delivery Manager South Korea & JapanApr. 2022 -
Nov. 2024
HCLTechRegional Service Delivery Manager South Korea & Japan
Tokyo, Japan
Head Of EcommerceDec. 2016 -
Aug. 2021
Al-Fatah Shopping MallsHead Of Ecommerce
Lahore, Punjab, PakistanResponsible for managing all areas of the online storefront, especially strategic planning, content optimization, and production, in collaboration with cross-functional partners. Managed the website's user experience, including site navigation and the checkout funnel. Examples of promotional campaigns and online marketing techniques include web technology, website traffic, web design, and cus...
Service Delivery ManagerOct. 2014 -
Dec. 2015
TakedaService Delivery Manager
Osaka, JapanMaintained a service desk based on SLAs with a staff of 16 analysts and 16 field service engineers across five locations. In addition, oversaw a third-party vendor responsible for supporting 140 satellite sites around Japan. Through focused efforts to assess ITSM alternatives, the switch from an in-house built ticketing system to Service-Now was the outcome. Charged with building and managing...

Zahid's Posts

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    How I can help you

    Expert in managing call centers, I specialize in team building and mentoring, leveraging 18 years of successful customer support experience to enhance operational efficiency and service quality.

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    People I am looking for

    Ideal clients include businesses utilizing call centers or IT help desks, seeking to optimize their support operations and improve customer satisfaction through strategic management and expertise.

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    Experience & Cases

    Achievements include reducing attrition from 35% to 5%, increasing first call resolution from 70% to 83%, and achieving zero abandoned calls. Previous clients: Morgan Stanley.

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    How to contact

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