Contact
stiflermir@gmail.com
www.linkedin.com/in/muhammad-
asad-mir-7b7276111 (LinkedIn)
Top Skills
Asana
Project Management
Task Management
Languages
Siraiki (Elementary)
Punjabi (Native or Bilingual)
Urdu (Native or Bilingual)
English (Professional Working)
Certifications
Develop a business presentation
with Prezi
EF SET Score C2 Proficient
Web designing and development
Autodesk3ds max
Get started with Asana
Muhammad Asad Mir
Deputy Manager Customer Experience | Customer Support & Tutor's
Training @MTS | X-PTCL Ufone Group (Etisalat) | X-Netracon | X-
Inner Art Interior
Lahore District, Punjab, Pakistan
Summary
“Courteous treatment will make a customer a walking
advertisement.”
Being a Deputy Manager (Customer Experience) & data enthusiast,
also providing assistance to the training department, my duties
are to handle customer support & relations along their data base
while ensuring maximum rebooking from the customers, customer
retention, Churn Management, Conflict resolution, Reporting,
Teacher's training & onboarding.
I also make summarized Excel reports and interactive dashboards
for the best visualization of my analysis regarding current working.
Identifying real time issues & provide their solutions are my best
traits. :)
Experience
My Tutor Source (MTS)
Deputy Manager (Customer Experience)
July 2023 - Present (9 months)
Lahore, Punjab, Pakistan
Working on:
•Application & Online Class Scheduling: Provide assistance to the Head of
Customer Relations
•Customer retention: Retain customers in case of issues reported, unresolved
conflicts during online classes.
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•Customer Relations Management: Successfully managed a high-volume
customer support department, handling inquiries, complaints, and escalations
while maintaining a customer-centric approach.

•Team Leadership: Led a team of customer support representatives, providing

guidance, coaching, and motivation to achieve performance goals and
enhance team productivity.

•Customer Experience Enhancement: Implemented strategies to improve the

overall customer experience, resulting in increased customer retention and
loyalty.

•Issue Resolution: Expert in resolving complex customer issues, demonstrating

strong analytical skills and a solution-driven mindset.

•Product Knowledge: Developed a comprehensive understanding of the online

tutoring platform and its features, enabling efficient problem-solving and
effective communication with clients.

•Client Communication: Effectively communicated with clients through

various channels, including email, chat, and phone, ensuring clear and timely
responses to inquiries and concerns.

•Feedback Management: Managed customer feedback channels and utilized

feedback to make data-driven improvements to the service offerings.

•Training and Development: Conducts training sessions for upcoming tutors

fostering their skills in handling customer inquiries and resolving issues &
conducting their mock sessions as well.

•Cross-Functional Collaboration: Collaborated with other departments,

including marketing and Sales team, to address customer needs and ensure a
seamless customer journey.

PTCL.Official
4 years 2 months

Senior TL & Backup Manager WFM

June 2022 - July 2023 (1 year 2 months)
Lahore, Punjab, Pakistan

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Responsible for analysis and management of Outbound contact center project,
it includes:

 Forecasting (Based on past trends and current situation as well as seasons).

 Defining KPI (for Agents as well as operation's Supervisor)
 Defining Targets (Sales targets for team, KPIs, SLA).
 Assisting Manager for real time tasks given by Sr. Management.
 Productivity Analysis (Hourly, Weekly, Monthly, Yearly).
 Oversee all outbound activities included Campaign’s Data Management,
Outbound Dialing and Reporting final dashboards to Senior Management.
 Interact with Operation Managers to ensure SLA on daily basis.
 Support ops Team in registering maximum Cross Sales & Up selling in CRM
in order to increase overall company’s revenue.
 Monitor Daily/weekly/ Monthly Outbound Dialing Summaries / dashboards
with the Management giving them insights of Outbound Sales, Retention &
Surveys related dial outs.
 Prepare own Crosseling & Upselling Campaigns while executing
successfully to increase overall Revenue & Customer’s Active base of PTCL.
 Ensure maximum productivity out of all Sales Campaigns by monitoring &
counselling Operation Team in case of low performance observed.
 Coordinate with Head of Departments to plan & foresee ongoing obstacles
in OB dialing like Attrition rate, Shared Data Issues & Agents performance &
productivity.
 Generate Alerts, Escalations & Warnings regarding abnormal activities
regarding OB operation’s performance & malpractice (if found).
 Handle Social Media platform’s Leads i.e. WhatsApp, Facebook, Instagram
& Website opt ins while ensuring their dial outs, giving information & order
placement in CRM along Order IDs.
 Coordinate with Product Segment & Digital Media Marketing Team
(MARCOM) regarding social media Campaigns by giving them insights of
shared opt-ins in order to increase the overall Sales & Revenue.

Workforce Management Analyst TL

June 2019 - June 2022 (3 years 1 month)
Lahore, Punjab, Pakistan

Worked On:

 Ad-hoc data analysis and reporting.

 Quality Outbound Sales & directly report to Senior Management with
summaries & Daily/Weekly/Monthly Dashboards.

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 Responsible for data transformation and formulation in Excel Dashboards
 Responsible for making reports of contact Center of PTCL based on their
KPI’s
 Monitoring outbound Agent’s Performance on Different Nationwide Sales
campaigns & provide useful insights to the Managers.
 Conducting surveys like NPS & CSAT of PTCL product services.
 Providing support to operations during facing high queue to ensure Service
Level %.
 Providing support to Ops Team Leads to register maximum sales in CRM as
well.
 Evaluate calls of Outbound Agents to rectify mistakes in Sales pitch,
communication error & retention of customer.
 Communicate with regional teams all over Pakistan as our department is
a centralized department of PTCL contact Center which monitor all contact
centers of PTCL in Pakistan.
 Provide Solutions to enhance agent’s productivity through new & adaptive
techniques.
 Interact with regional members to give them insights about Weekly/Monthly/
performance of outbound department for better decisions.

Netracon Technologies (Pvt.) Ltd.

Assistant Project Manager
March 2016 - June 2018 (2 years 4 months)
Lahore

 Worked as Asst. Project Manager at head office.

 Assisted Project Manager in DHA EME Grid station project.
 Making BOQ & Material Estimation as per Manager guidelines.
 Coordinate with draftsman for real drawings estimation.
 Cost evaluation of materials & day to day expenses.
 Estimation & BOQ in Excel with formulation.
 Bar bending schedule & steel design.

Inner Art Interiors (Pvt.)Ltd.

Site Supervisor
January 2015 - December 2015 (1 year)
Lahore

 Worked as site supervisor on a project.

 I was responsible for supervision of all site activities.
 Directly reported to CEO about ongoing implementations of project.

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 Responsible for labor’s daily routine tasks & provide solutions in case of any
real time issue.
 Coordination with client requirements & communicate it to on ground team.
 Daily report to Project Manager EOD.

Education
Superior College
Intermediate, Business/Commerce, General

Jamia farooqia Rizwiya

Hifz ul Quran, Al Quran · (September 2003 - May 2005)

Global Institute Lahore

Bachelors of Science

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