Mudassar Zaidi
Toronto,ON
Summary
Driven Customer Support with over 10+ years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building. Service-oriented Customer Support with 5+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
16
16
years of professional experience
Work History
Manager of Operations & Logistics
Asset Canada Inc
07.2019 - 09.2023
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Manager - Quality Assurance & Analytics
Digital Globe Services (DGS)
01.2015 - 08.2018
- Managed QA Supervisors, QA Evaluation & Verification teams and Analytical division of Operations Control
- Work with other staff within organization to determine and establish procedures and quality standards and to monitor these against agreed targets
- Providing support to Inbound and Outbound Sales Projects, Non Voice Projects, and Survey Projects
- Works on performance development and reporting areas and plays as bridge among QA, Operations and T&D departments to minimize communication and information gaps
- Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications
- Assessing customer requirements and ensuring that these are met and setting customer service standards
- Investigating and setting standards for quality/health and safety
- Ensuring that QA processes comply with standards at both Internal and external level
- Working with operating staff to establish procedures, standards, systems and procedures
- Writing management/technical reports and customers' Client charters
- Assessing and determining training needs for operations, and for QA staff
- Acting as a catalyst for change and improvement in performance/quality, directing objectives to maximize profitability
- Recording, analyzing and distributing statistical information to higher management on daily, weekly and monthly basis
- Developing, tabulating & monitoring QA performance KPI's and outlining opportunities for improvement to re-engineer departmental metrics
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Supervisor - Quality Assurance & Analytics
Digital Globe Services (DGS)
12.2012 - 12.2014
- I am managing International Operations QA support teams and Analytical division of Operations Control
- Providing support to Inbound and Outbound Sales Projects, Non Voice Projects, and Survey Projects
- Works on performance development and reporting areas and plays a bridge among QA, Operations and T&D departments to minimize communication and information gaps
- Main responsibilities under my JD included:
- Provides necessary definition, development and deployment of quality assurance strategies, addresses all phases of performance development
- Directly manages QA executives, QA verifiers and analysts including the preparation and delivery of staff performance evaluations and career development activities
- Manages QA department and overall expectations pertaining to setting accurate schedules, costs and resources
- Establish and maintain policy for documentation of operations
- Implements ongoing quality improvement processes working with interdepartmental teams
- Develops and manages QA matrices for performance improvement of all teams
- Manages and responds to QA issues with related groups such as operations, customer support, IT and T&D
- Hosting meetings with business partners and clients to discuss performance and path forward
- Dispatching various reports to management and clients of quality dept
- And operations
- Handling client end escalations and responding back with resolution to management
- Compiling production stats of quality dept
- Operations for Incentives\Bonus calculation
- Holding weekly performance meeting with the team
- To inculcate and maintain motivation and Consumer focused attitude within the team
- Ensure compliance with all company policies, procedures and practices
- Reporting daily stats to higher management
Supervisor – Quality Assurance & Analytics
The Resource Group (TRG)
07.2011 - 11.2012
- As Supervisor Analyst Quality Assurance & Operations Control reporting directly to Manager Operations Control
- Responsibilities include implementation of Quality Assurance plans and leading strategically and analytical QA division of clients such as DGS, Bell Canada, Xentel, DTX and Google
- Devising call monitoring formats, Excelling in Quality and Performance Management policies and Implementing performance improvement plans for QA & Operational systems in support of the organizational policies for the contact centers in Lahore and Karachi.
- Leading Strategic & Analytics QA division of LHR & KHI operations
- Defining call monitoring formats for international and local projects
- Directly or indirectly managing QA teams of call center operations
- QA & strategic improvement planning, development and management within the outsourced customer relations function
- Developing business process/workflow to monitor, record and evaluate the quality of customer interaction in contact centers
- Evolving business processes that incorporates Quality Management & recording with workforce/performance management
- Implementing performance improvement plans for QA & Operational systems in support of the organizational policies
- Identifying trends based on monitoring done by QA team and provide formalized feedbacks to the senior management based on findings
- Active part of ongoing improvement and re-engineering of contact center and dispatch processes; continually examines opportunities for quality improvements and adherence
- Using Quality Monitoring Data Management system to compile and track performance at center and project level
- Reviewing business requirements, functional specification and system design from a testing perspective
Team Lead Quality Assurance – Verification dept.
The Resource Group (TRG)
10.2010 - 06.2011
- I accomplished tasks of a Team Lead for Outbound Call Center Operations for more than half a year while my tenure at TRG
- Campaign assigned to me was Online D2D Recruitment
- Main responsibilities as Team Lead included:
- Scheduling the Team
- Maintaining Leaves (Approves/ Refuses)
- Coach & train the team in a timely fashion and through Pre-Shift Meetings.
- Resolve any/ all issues of the team members & escalate where necessary
- Provides Action Plans/ highlights areas of focus
- To monitor calls on regular basis, the performance of each recruiter with respect to quality matrix and productivity.
- To deal with a diverse range of hard-to-handle Consumers including irate, inquisitive and other challenging callers as and when required.
- Work closely with Consumer services management as well as with internal Consumers.
- Ensure compliance with all company policies, procedures and practices.
- Perform other duties as assigned.
- Reporting daily stats to higher management.
Quality Assurance Executive (Several Accounts)
The Resource Group (TRG)
01.2009 - 09.2010
- Worked as Quality Assurance Executive for several accounts including both inbound and outbound
- Responsibilities included:
- Monitoring agents' calls.
- Grading agents' performance based on call quality.
- Uploading sale calls on client portals.
- Organizing calibration sessions with clients and operations
- Live monitoring and internal quality audit
- Providing feedbacks to the agents upon their performance.
- Coaching the agents to improve the quality of their calls.
- Preparing quality consolidated reports for entire week performance of the agents.
- Compiling monthly quality consolidated reports.
- Preparing Incentives and bonuses for the agents and supervisors for their respective accounts.
- Training any new hired employees on quality grounds and on product knowledge.
- Have an experience of almost 2 years working as a QAE for different inbound and outbound accounts including Charter, Alert, Verizon/T-Mobile, DTX, Google, DGS and 3 Mobile UK.
Quality Assurance Verifier
01.2008 - 12.2008
- Monitoring sales calls based on the QA verification guidelines
- Meeting the turnaround time of sales verification
- Up to date knowledge of all campaigns being verified/evaluated
- Communicate and report regularly to QA Manager on areas to improve vital areas of call quality and performance of the TSEs
- To attend internal and client calibration sessions and provide constructive feedback and on vital areas of call quality and performance
Team Lead Operations (Charter Communication)
11.2007 - 12.2008
- As a sales and marketing lead, responsibilities included:
- Providing solutions to customer complaints/issues etc.
- Generating revenue for the co
- By promoting their product/s and producing sales
- Customer retention
- Training and supporting fellow agents on two of the company's billing systems (ICOMCS & ACPV)
- Updating and maintaining ledgers and accounts for current subscribers and creating fresh billing accounts for new customers
- Hourly & daily team performance reporting to management
Customer Support Representative (Xentel, Resse - Canada)
- As a CSE, responsibilities included:
- Calling citizens of Canada and generate pledges to donate and help out children suffering from cancer and AIDS.
- Maximize donations through credit cards and help company generate revenue quickly and save back-end fulfillment.
Customer Support Representative (Kids Wish Network – US)
- As a CSE, responsibilities included:
- Calling citizens of US and generate pledges to donate and help out children suffering from Cancer and Alzheimer.
Education
BSc (Hons) Business & Applied Accounting - Business Accountancy
Oxford Brooks University
London United Kingdom11.2014
ACCA Certification - Accounting And Finance
London School Of Accountancy & Management
London United Kingdom06.2010
Skills
- Good knowledge of MS Word, Outlook, Excel, PowerPoint and Adobe
- Ability to cope with all kinds of pressures and deadlines without any discomfort
- Ability to think outside box and utilize all resources to achieve desired results
- Adaptable and flexible approach to work yet still maintaining ability to perform consistently in varied environment and under pressure
- Dedicated to safe and environmentally compliant work practices and procedures
- Proven capability for working on own initiative or as part of team
- Ability to arrive at clear decisions and implement them efficiently and effectively
- Accustomed to using experience and common sense when problem solving, and decision-making
- Customer Success Management
- Data Management
- Report Generation
Languages
English : Written, Read and Spoken (Fluently)
Native or Bilingual
Urdu : Written, Read and Spoken (Fluently)
Native or Bilingual
Punjabi
Native or Bilingual
Hobbies and Interests
- Cricket
- Table Tennis
- Arts
- Travelling
Timeline
Manager of Operations & Logistics
Asset Canada Inc
07.2019 - 09.2023
Manager - Quality Assurance & Analytics
Digital Globe Services (DGS)
01.2015 - 08.2018
Supervisor - Quality Assurance & Analytics
Digital Globe Services (DGS)
12.2012 - 12.2014
Supervisor – Quality Assurance & Analytics
The Resource Group (TRG)
07.2011 - 11.2012
Team Lead Quality Assurance – Verification dept.
The Resource Group (TRG)
10.2010 - 06.2011
Quality Assurance Executive (Several Accounts)
The Resource Group (TRG)
01.2009 - 09.2010
Quality Assurance Verifier
01.2008 - 12.2008
Team Lead Operations (Charter Communication)
11.2007 - 12.2008
Customer Support Representative (Xentel, Resse - Canada)
Customer Support Representative (Kids Wish Network – US)
BSc (Hons) Business & Applied Accounting - Business Accountancy
Oxford Brooks University
ACCA Certification - Accounting And Finance
London School Of Accountancy & Management
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