SYED ASAD ALI

House No. A-7, Street 4th Block N, North Nazimabad Karachi-Pakistan.

Cell: +92-92-333-3800014 Email:asadali90@gmail.com

Accomplished service industry professional with over 13 years of experience and proven records in CRM,
Customer Care Operations, Contact Center Management and Sales.

Aim to succeed and prosper within a prestigious organization as an individual and as a member of a team. To
gain from its experience and knowledge that would help me in all portals of life both professional and
personal.

PROFESSIONAL EXPERIENCE

Multinet Pakistan Limited – Senior Executive Customer Experience Jan 2021 till now

 Key functions include

1. Retention of Customer
2. Rebate implementation on SLA
3. Waiver
4. Relocation of customer circuit
 Communicating and Responding Customer Escalated Issues
 Conducting Surveys related to Customer Experience
 Proactive Solutions /Improvement plans approach to customer problems
 Using data to calculate and have insights of customer issues.
 Manage Pre-Defined Company SLAs with respect to customer
 Regular Customer Feedback and survey for improvement of customer satisfaction by
resolving issues and forwarding it to concerns.
 Communicating vendor at emphasize the SLA details

PTML Ufone – Senior Customer Service Executive 2010-2020

 Undertake all responsibilities of Service Centre Manager in his absence.

 Handling Customer complaints, queries and follow-up with respective departments.
 Effectively communicate with clients to gain commitment to purchase and products
 Feedback/ comments relating to product content and pricing as well as companies
performance
 Effectively communicate function details and client requirements to operations
 Provide a weekly schedule of planned activities
 Effectively communicate with Key Clients via telephone, face-to-face.
 Maintain high standard of personal presentation

PTML Ufone Contact Centre- Floor Supervisor 2006-2010

 Conducting Clinics, Shift Start Meeting for daily issues and new updates
 Prepare Contact Center performance reports by collecting, analyzing, and summarizing data
and trends.
 Supervising and managing a team of Customer/Technical Support Executives, providing
technical and customer support to end users.
 Responsible for maximizing efficiency and occupancy to meet SLA.
 Continuous encouraging and motivating other team members.
 Daily Activity Reports, SL Reports making.
 Floor Management / WF Management during shift.

Proplan Associates : Elan Technologies (Aug 2004 – Dec 2006)

 Worked as a System Analyst and Implementation consultant.

 Meeting customer for their inputs to get to know the Process Flow.
 Worked as bridge between the client’s need and developer.
 Implementing Application System at customer site.
 Providing Support and technical assistance remotely and on sites.
 Responding to emails and electronic reservations, greeting guests upon entry to the hotel,
checking in new guests, checking out guests.
 Answering questions, and providing any necessary services to ensure a customer’s
satisfaction.

Professional Education

 Masters of Business Administration (Supply Chain Management) IBTM Biztek.

2013

 Microsoft Certified Professional (MCP) Aptech 2004

 3 year Aptech Certified Computer Professional (ACCP) Aptech Aptech 2004

 Diploman in Computer Science Petroman 2001

Personal

Date of Birth : 19th Jan 1982

Nationality : Pakistani
Religion : Islam
Marital Status : Married