I am a customer operations, quality assurance, and reporting professional with more than 20 years of experience across banking, telecommunications, fintech, and customer support environments. I currently work in Istanbul, supporting customers through back-office processes, live chat, ticketing, document verification, and CRM administration.
I specialize in resolving complex customer issues while protecting customer satisfaction and retention. My experience includes complaint handling, payment and withdrawal queries, high-risk client support, customer document validation, and accurate activity logging.
I bring strong quality assurance and coaching capabilities. I have performed call and written correspondence sampling, delivered side-by-side coaching, supported agent onboarding and probation validation, and tracked service metrics including FCR, CSAT, DSAT, and NPS.
I am experienced in turning operational data into actionable management insight. I have created daily, weekly, fortnightly, and quarterly KPI reports and dashboards for senior leadership, using tools such as QlikSense, QlikView, SAS Enterprise Guide, Excel, and PowerPoint.
I have led process improvement initiatives, including redesigning a complaint handling process that saved 30 minutes per case. My work also includes root cause analysis, FMEA, process mapping, procedure review, change communication, campaign analytics, and stakeholder coordination.
I am self-managed, remote-ready, and comfortable working independently or collaboratively within a team. I am fluent in English, Urdu, and Punjabi and bring a customer-focused, data-driven approach to operational excellence.
I resolve customer issues through live chat and Zendesk tickets, with a focus on satisfaction, retention, and timely resolution.
I handle high-risk client complaints, validate customer documents, process withdrawal requests, resolve amount-related issues, and maintain accurate CRM records for every customer interaction.
I conducted monthly sampling of calls and written correspondence across Operations teams and reported quality results by agent. I also tracked customer feedback, FCR, and CSAT performance.
I delivered coaching and feedback, supported onboarding from induction through probationary QA validation, reviewed procedures, and handled public and customer enquiries.
I prepared and delivered lectures and tutorials at an international technical and academic training centre.
I created and graded assignments, tests, and examinations while tracking student performance against defined learning outcomes.
I developed customer insights and managed customer campaigns end to end, including segmentation, launch, performance tracking, and adjustments to achieve targets.
I used business intelligence and marketing automation platforms and collaborated with technical teams on system stability and operational improvements.
I developed analytics dashboards to support management decision-making and led change communication activities related to organizational design.
I built training calendars and learning journeys from skill-gap assessments and coached leaders on HR-related matters.
I produced daily, weekly, and fortnightly KPI and performance reports across contact centre, webchat, and retailer channels.
I designed management dashboards that enabled leaders to monitor channel performance and operational results.
I reported on voice-of-customer insights, NPS, FCR forecasting, CSAT, and DSAT metrics.
I also conducted usability and persona testing to support improvements in customer experience and service design.
I supported Easypaisa corporate operations and coordinated activities between Sales and Distribution, Financial Services, and the Tameer Bank backend team.
I contributed to the International Home Transfer remittance project and supported insurance claims-related customer service processes.
I managed cash line payoff activities and tele-collection operations while supporting collection strategy implementation.
I liaised with HR and Administration teams to support operational coordination and team requirements.
Bachelor of Commerce (B.Com), Commerce
Completed a Bachelor of Commerce degree.
Competency Development Program
Completed competency development training.
Project Management Training, Project Management
Completed project management training.
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