bilawal nisar

project manager - client services

About

The worst enemy of great is good. (James C. Collins). I am a customer focused and articulate individual who possesses a friendly and personable approach along with strong time management skills and the ability to listen carefully to client requirements. I have a real thirst to succeed and boasts a demonstrated track record of initiative, creativity and motivation. I have the entrepreneurial spirit required to work in highly flexible, rapidly changing, ambiguous work environments. Having insatiable energy to produce results and being able to quickly build outstanding customer relationships.

Country

pakistan

City

pakistan

Industry

outsourcing/offshoring

Skill

customer service, market research, business development, cold calling, lead generation, strategic planning, sales, project management, management, crm, telecommunications, telephone skills, marketing, client development, team leadership, customer relations, customer support, customer retention, technical support, claims handling, quality assurance, reporting and analysis, social media, performance management, project management office, business process improvement, project planning, service level agreements, analytical skills, salesforce.com, tableau, microsoft office, microsoft excel, training and development, negotiation, employee training, presentation skills, organization skills, cross functional team leadership, time management, leadership, gotomeeting, kpi dashboards, client co ordination, verint, compliance management, global cross functional team leadership, contact center management, team management, teamwork

Experience

customer service operations and onboarding manager

ibex | global

2016-11 - 2018-10 · 2 yrs

operations and training

squaretrade

2018-6 - 2018-8 · 3 mos

* Sent by Ibex Global Pakistan to Ibex Global Jamaica on client recommendation to launch the project. * Trained the pioneer batches (1,2 & 3) in Jamaica on Squaretrade products and services. * Assisted the new Ibex's supervisors with on boarding. * Assisted Manager Operations in identifying and resolving operational challenges. * Launched operations with Batch 1. * Conducted huddles with the specialists for new product updates related to Squaretrade SOP's. * Worked closely with FL (Squaretrade Team) & Jamaican's teams in reverse shadowing activities. * Stayed in Jamaica for four months.

huddle manager

squaretrade

2017-1 - 2018-8 · 1 yr 8 mos

* Client Communication – It involved periodic meetings with international clients to get first hand and fresh information of business cases and processes, to understand them and implement in Contact Center. * Analysis of CSDs – It involves complete understanding of client specification document (CSD) and translating it into information required for contact center to execute its operations. * DCFC * Preparation of Departmental Control Functional Checklist (DCFC) along with other training documents and their periodic updates. * Training Material – Preparation of training documents externally for clients as well as internally for contact center team. * Complaints Register – Maintaining clients’ complaints register, taking appropriate actions like training, sessions and monitoring to eradicate complains and ensure smooth implementation of processes.

assistant producer and researcher

pakistan television corporation limited

2018-1 - 2018-6 · 6 mos

* Collaborate with Executive Producer in the development of new content * Research and develop new shows * Pre-interview and book potential show guests * Assist editors with post production elements within the show

business development associate

people source international

2013-12 - 2015-9 · 1 yr 10 mos

* Developed long term strategic partnerships for consistent business with US based clients. * Identified business synergies and innovative bilateral business deals. * Developed excellent business relations and rapport with clients. * Relationship building with support functions to drive a joint strategy for company’s overall growth. * Ensured all business activities are risk free and have positive impact on the cash flow. * Interacted with professionals through LinkedIn to grow business and generate revenue.

phone sales professional

touchstone communications

2012-1 - 2013-8 · 1 yr 8 mos

Made outbound calls to US based customers for generation of quality leads for Mortgage, Auto & Home Insurance etc. - Business to customers.

project manager - client services

mtbc

customer service executive

i2c inc.

2015-1 - 2016-1 · 1 yr 1 mo

* Handled customer concerns/complaints in a courteous and professional manner and within established guidelines and escalated as necessary. * Demonstrated strong domain knowledge and communicate accurate information to the customers. * Used ticketing system and other software to enter and maintain relevant data. * Coordinated and followed up on customer inquiries with relevant stakeholders to timely close open tickets. * Met all performance metrics on regular basis. * Took product and industry specific quizzes on regular basis to exhibit strong command on domain. * Maintained data confidentiality. * Shared reports on daily performance.