Azam Malik

A customer focused individual with over 15 years of experience working in a fast pace BPO /Contact Center/CXM environment dealing with a diverse client base. Extensive knowledge of contact centre metrics, operations from workforce management to programming and scripting both inbound and outbound capacity. Managed transition and demonstrated abilities in efficient staffing. Successfully supervised contact center operations for IESCO,LESCO,SNGPL, Cinepax, Witribe, Al-Razi Health Care, Haier,Vopium,Metro,Isloo Fresh, Service Sales Corporation,Mobilink-MNP, PSEB, Walee Financial Services and Samsung. Projects: Setup and successfully managing Contact Center Operations of PITC (Power Information Technology Company) Setup and successfully managing SNGPL Contact Center Setup and successfully managed LESCO Contact Center Setup and successfully managed IESCO Contact Center Setup and successfully managing Service Sales Corporation's helpline Setup and successfully managed Moibilink's MNP program - Outsourced to Ovextech Pakistan Setup and successfully managed OLX Pakistan's outbound campaign Achievements: Devised and implemented processess for each and every task to ensure maximum productivity and efficency Successfully implemented Quality Service Measurement (QSM) program Successfully implemented the concept of cross training for Contact Center Managers. Enhanced productivity by 30% on Witribe program Enhanced call answering percentage on Samsung and SNGPL Achieved project objective on OLX Pakistan program by maintaining high productivity and quality within the given timelines