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Profile Brief
He has hands on expertise on data handling, analysis, cleaning and management of the data. He has a robust level of experience in multidimensional projects for data analysis. He has been worked in renowned organizations including govt. and private sector. He has more than 11 years of experience in data management and analysis. Smart solutions related data issues and data handling are his main interested areas. Additionally, he has administrative skills and quality work approach towards his duties.
Education
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2008 - 2012
University of the Punjab, Islamabad
Graduation
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2006 - 2008
FBISE, Islamabad
Intermediate
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2004 - 2006
FBISE, Islamabad
Matriculation
Experience
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2023 - 2024
Organization Name: One Network Pvt Ltd Assistant Manager M-TAG operations
Manage helpline and Motorway operations including, scheduling and performance monitoring, to enhance efficiency and customer satisfaction on both sides.
Conduct training sessions to empower team members with the skills needed to handle customer effectively related to MTAG Implement quality assurance measures to uphold service excellence and identify areas for improvement.
Primarily tasked with managing cash reconciliation, verifying new MTAG registrations, overseeing roster management, conducting reporting and analysis (RnA), coordinating Motorway Operations, supervising Helpline Operations, and tracking daily performance reports.
Generate comprehensive reports on helpline performance metrics to inform strategic decision-making.
Develop and maintain standard operating procedures to streamline helpline processes and ensure consistency in service delivery.
Stay updated on industry trends and best practices to continually improve helpline operations and customer service. Implement innovative technologies and tools to enhance helpline efficiency and customer experience. -
2019 - 2020
Organization Name: One Network Pvt Ltd Quality Assurance Supervisor
To Provides Monthly reports including QE(s) Quality report, CC Quality report, Call of fame, Q.E’s incentive report, Calibration Report & Call reversion report to the QA manager on monthly basis.
Team-building sessions and Calibration Activity results sharing with concern stake holders nationwide
Re-evaluation of already monitored transactions to check the authenticity
To Evaluates Training Need Assessments of team members and forward the findings to training department for training.
Follows up on the emails received from the operations and QA manager and keeps strong coordination with Operations. Managed the team of 20 team members in QA domain “Mor & Evening” Shifts -
2016 - 2019
Organization Name: PTCL Customer Care Department Operations Supervisor / Shift Manager
Manage and oversee customer service operations, including, performance, staffing, overcasting, and scheduling of shift.
Monitor and evaluate the performance of call center agents. Also, Identify training needs and develop training programs for agents
Evaluate and report the performance of employees on a daily basis, addressing areas of improvement by QA reports
Ensure adherence to call center protocols, service level agreements (SLAs), and compliance standards
Provide feedback, coaching, and support to improve agent performance
Analyze customer feedback, Complaints data, call data, and performance metrics
Generate reports on call center performance and analyze data for improvement opportunities
Managed a team of 200 -300 team members in Operations (Morning & Evening) Shifts -
2014 - 2016
Organization Name: PTCL Customer Care Department Quality Assurance Executive
To Listen monitor and evaluate transactions according to quality assurance policies and KPI’s Achieve
Monthly Coaching & Test Calls Targets along with call evaluations
Responsible for establishing and maintaining an effective document control system,
Ensuring that all designed documentations are accurate & readily available in centralized system -
2011 - 2023
Organization Name: PTCL Customer Care Department Team Lead Performance operations & Quality control Audit
Performing QMS activities and assisting other departments to accomplish QMS (ISO 9001-2015) related activities as per ISO standards. Managing and optimizing call center operations, responsible for overseeing the day-to-day operations of the call center i.e. managing staffing levels, also monitoring performance metrics such as call volume, average handling time, and customer satisfaction.
Maintain a strong check on billing/revenue generation-related activities
Manager and oversee the activities of mystery shopping on Joint shops, Service center and Bank visits to ensure efficient and effective delivery of services.
Analysis of systems /portals in routine, use to identify gaps & propose solutions to address those gaps
Highlight areas of improvement from QA evaluations & maintain a strong check on newly trained agents
Responsible to check all existing / newly implemented processes & provide insights into the process along with compliance % of said process.
Creating employee evaluation forms and conducting performance evaluations
Publish detailed Monthly departmental reports to the line manager -
2011 - 2014
Organization Name: Inbound Call Center Customer Service Representative
Making outbound calls to a customer, CSAT,PAV also includes telemarketing/sales calls and customer service/satisfaction. Customers Handling on Inbound calls related to product & service information Achieved 16 times top slot in Monthly Performance Report.
Strong grip on all relevant portals (CRM, RMS, Support Console, Information Browser, etc.) -
2009 - 2011
Organization Name: Telemall Corporation (Pvt) Ltd Shift Manager
Responsible for Stock monitoring and replenishment based on stock requirment.
Manage sale & Riders team to achieve assigned targets
Responsible to supervise Sales & Delivery team & Track weekly, monthly, and quarterly performance of both teams. Hire, trained & managed a team of 40+ to successfuly oversee the daily operations
Supervision of last mile staff and Fleet actvities
Monitoring the indoor and Fleet staff (QMS) including efficency success rate and customer rejects across pk
Responsible to check the product details available on company website & handling of customer complaints via web or social media.
Responsible to extract the customer orders details from official website portal, & ensure timely deliverance of parcels on time to customers. Manage, develop and motivate direct reporting staff including rider’s team. & ensure timely communication for shift either verbally or written. Maintain housekeeping standards to ensure a clean and safe workplace for teams. -
2008 - 2009
Organization Name: Al-Fazal consultancy Islamabad. Office Assistant cum Visa Counselor
Establishing a relationship of trust and respect with clients.
Resolve product or service related problems by clarifying the customer’s complaint Assists applicants during the visa processing procedure Accepting the issues raised by clients without bias Keeping records and using reporting tools.
Answer phones and transfer to the appropriate staff member.
Greet public and clients and direct them to the correct staff member.
Coordinate messenger and courier service also fax, scan and copy documents.
About Irfan Saeed
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Father Name Muhammad Saeed
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NIC 11111-111111-1
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Gender Male
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Weight (Pounds) N/A
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Height (CM) N/A
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Driving License N/A
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Passport N/A
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Nationality Pakistani
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Place Of Birth Pakistan
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Present Address Flat No 03, Binyateen Plaza, Phase 04A Near Kalma Chowk, Ghouri Town
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Mother Tongue Punjabi
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Preferred Field Of Work N/A
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Marital Status Married
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Would you accept employment for less than six months? No
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Do you have any objections to us making inquiries with your current employer? No
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Global Work, Travel, Any Limitations? No
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Have you taken up legal permanent residence status in any country other than that of your nationality? no
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Have you ever been arrested, indicted, or summoned into court as a defendant in a criminal proceeding, or have you been convicted, fined, or imprisoned for the violation of any law (excluding minor traffic violations)? No
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Please state any other relevant facts, including information regarding any residence outside the country of your nationality. N/A
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Are you now or have you ever been a permanent civil servant in your government's employ? No
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Previously submitted an application for employment with U.N.? No
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Any legal steps towards changing your present nationality?
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Legal Information
