Muhammad NadeemAslamQuality Assurance Officer at Abacus Consulting

My aim is to manage various departments of an organization and I would bemaking the best use of my analytical and logical reasoning skills required toperform the job efficiently and keep focused, and ensure excellence on workexecution and increase productivity by providing efficient services to thestakeholders through interpersonal skills while working as a determined andpersistent team player with integrity.

Strengths & Skills✔ Superior attention to

detail✔ Data trending

knowledge✔ Strong time

management skills

✔ MS Office Suite ✔ Advancedbookkeeping skills

✔ Operations analysis

✔ Professional phonemanner

✔ Effective written &oral communication

✔ Excellent CustomerService Skills

✔ Reporting skills byuse of Microsoft Excel

✔ Computer Proficient ✔ Quality Management

✔ Team-Builder ✔ Team player ✔ MeetingsManagement

✔ Leadership Skills ✔ Motivational skills. ✔ Client Support

✔ Client Management ✔ People Management

Experience 5 years

Abacus Consulting 2.4 years

Quality Assurance OfficerJul 2014 - Dec 2016

Abacus Consulting 1.3 years

Customer Relations OfficerApr 2013 - Jul 2014

Malka Garments 9 months

HR OfficerJun 2012 - Mar 2013

Coke Studio , P&G, Samsung,Oppo

11 months

Promotions and Marketing

Jan 2012 - Dec 2012

ProjectsNaubahar Bottlers (Pepsi Project) (Abacus Consulting)Designed Webpage for Complaint Handling for Contact Center. Operational andQualitative Analysis and Customer Service

SCMP (Abacus Consulting)Operational Analysis and Customer Services

Telenor Pakistan (Abacus Consulting)Customer Services and Quality Assurance

Contact Info +923324319808rocker-786@live.com✉

House # 35, Street # 7, Mehar Fiaz Colony Fath Garh Lahore, Punjab 54000Lahore, Pakistan

AcademicsB.Com IT | 2015University of the Punjab, Lahore

F.S.C Pre Eng | 2012Govt Dyal Singh College – Lahore, Lahore

Matric in Science | 2009Govt High School – Lahore, Lahore

Awards/Certifications

Emplyee Of The Month | 2016Quality Guru | 2014Employee Of The Month | 2013

IndustriesManufacturingBPOCall CenterConsultantsBusiness DevelopmentProject Management

Functional Areas*Human ResourcesQuality Assurance (QA)Quality ControlOperationsClient Services & Customer SupportCustomer ServicesData ManagementExecutive ManagementAdministrationManagement ConsultingSales & Business DevelopmentData EntryProduct DevelopmentProject ManagementProduct Management

LanguagesUrdu - NativePunjabi - NativeHindi - MediumEnglish - Medium

Work History

Abacus Consulting Jul 2014 - Dec 2016 (2.4 years)

Quality Assurance Officer Lahore, Pakistan

To manage the validation/review process for a designated portfolio, including collaborative and Distancelearning validations, collaborative and internal reviews.Liaisons with project managers to ensure documents are prepared in accordance with the agreed Schedule;Provision of advice and guidance on the preparation of documentation;Interpretation of Quality assurance procedures and on governing programmers;Attendance at panels and the preparation of a detailed written report summarizing the Discussion andconclusions;Ensuring that conditions of approval are fulfilled;Process calls and customer complaints according to customer response.Give regular input for modification in processes and guidelines to bring more efficiency.Identify any potential quality issues per defined process and escalate potential quality issues immediately tomanagement.Responsible for creating an end-to-end test plan;Executing the plan and managing all activities in the plan to ensure that all the objectives are met and thatthe solution works as expected.The Solution should be tested in terms of functionality, performance, reliability, stability and compatibilitywith other legacy- and / or external systems.Managed work flow to exceed quality service goals.Adhered to all confidentiality requirements at all times.Solved unresolved customer issues.Strong leader of customer support staff..Trained staff on operating procedures and company services.Identified individual development needs with appropriate training.Provided accurate, specific and timely performance feedback for CSRs.Followed-through on all critical inter-departmental escalations to increase customer retention rates.Resolved associate, tool and service delivery issues revealed by statistical reports.

Abacus Consulting Apr 2013 - Jul 2014 (1.3 years)

Customer Relations Officer Lahore, Pakistan

Highly experienced Customer Service professional portfolio and able to handle a high pressure of customercalls in a fast paced environment, with minimum supervision, while maintaining emphasis on the highestquality of consumer service.Excellent listening skills, oral and written communications.Comfortable in interacting with all levels of the organization and public.Excellent problem solving and negotiating skills.Able to make decisions independently and quickly with minimal escalations.Accurately documented, researched and resolved customer service issues.Mastery of customer service management systems and databases.Conducted performance reviews for all Customer Service Representatives to reduce resolution time andimprove customer satisfaction rates.Addressed and resolved customer product complaints empathetically and professionally.Acted professionally and patiently when addressing negative customer feedback.Effectively managed a high-volume of inbound and outbound customer calls.Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centerenvironment.

Malka Garments Jun 2012 - Mar 2013 (9 months)

HR Officer Lahore, Pakistan

Explained all of the human resources policies, procedures, laws, standards and regulations to eachemployee.Coordinated meetings, developed meeting content and presented all human resources law updates.Addressed all employee harassment allegations, work complaints and other concerns.Conducted exit interviews and verified that employment termination paperwork was completed.Supported management in developing and implementing personnel policies and procedures.Hired employees and initiated the new hire paperwork process.Developed and facilitated job recruitment fairs.Organized new employee orientation schedules for all new hires.Tracked key dates and deadlines and maintained specific personnel lists.Promptly corresponded with all applicants and coordinated and conducted interviews.Developed salary proposals for new recruits.Made salary adjustments and managed contract renewals and promotions.Posted positions through approved recruitment channels.

Coke Studio , P&G, Samsung, Oppo Jan 2012 - Dec 2012 (11 months)

Promotions and Marketing Lahore, Pakistan

I have done many promotional and marketing activities to enhance the customer's interest in the product and topromote it in the cultural enviroment. Major products are coke studio, Samsung, Oppo Mobile and P&G.

Projects

Naubahar Bottlers (Pepsi Project) Aug 2015 - Present (1.4 years)

Company: Abacus Consulting / Naubahar Bottlers

Tools: Designed Webpage for Complaint Handling for Contact Center. Operational and Qualitative Analysis andCustomer Service

SCMP Apr 2013 - Aug 2014 (1.3 years)

Company: Abacus Consulting / Govt Of Punjab

Tools: Operational Analysis and Customer Services

Telenor Pakistan

Company: Abacus Consulting / Telenor Pakistan

Tools: Customer Services and Quality Assurance

Telenor Pakistan is a telecom Company working in Pakistan as a well reputed Mobile Service Company.