Years of experience: 10

Business Development ManagerAccountantSales & BizDevCustomer ServiceConsultingFinance

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Ibad's Career Path
Key Account & Customer Care ManagerJan. 2024 -
Present
DHL Express PakistanKey Account & Customer Care Manager
Pakistan• Establish and maintain a Service Recovery System to ensure service failures (primarily claims and complaints) are promptly handled, ensuring customer satisfaction (e.g. NPA Feedback), and thereby minimise the negative impact on long term customer loyalty • Work closely with Commercial Team to align Key Account and Customer Care resources as per Commercial customer segmentation • Enabling te...
Customer Service Development ManagerOct. 2019 -
Jan. 2024
DHL Express PakistanCustomer Service Development Manager
Karachi, Pakistan- Responsible for all reporting on Global and Regional Key Performance Indicators to CS regional team - To play a pivotal role assisting retention and enhancing performance of the customer service advisors through smart individual development plans - To act as an integral part of the team responsible for formulating employee incentive and advisor/seller of the quarter scheme - Responsible for...
Customer Service Analyst/TrainerMay. 2017 -
Oct. 2019
DHL Express PakistanCustomer Service Analyst/Trainer
Karachi- To develop all reports and provide data analysis related to the department using the Global Systems of DHL (CS Combine for GEMA, CSV, Avaya Reporting for Agent and Customer Experience and Multichannel Tool for Customer Interactions). - To develop and execute trainings within the department and the company under the DHL’s Global CIS Program. - Monitor and compare performance with KPIs and pr...

Ibad's Posts

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    How I can help you

    Expert advice on live chat issues, workforce and workload management, project execution, and call center operations. Over 8 years of experience in enhancing contact center efficiency and leading successful projects at DHL Express.

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    People I am looking for

    Looking for: • Freelancers needing support • Startups seeking growth • Workforce management firms • Project management companies

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    Experience & Cases

    Achievements: • Great Place to Work Award • Best in Contact Center Award • Best in Customer Service Award • Previous clients include undisclosed companies

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    How to contact

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