ZUBAIR ISHAQUE53-B Extension SchemeNew Satellite TownBahawalpur- PakistanHome: +92-622-81020Cell: +92-3142929029DOB:12 Sep, 1983zubair.ishaque@zong.com.pkzubair.izhaque@gmail.com

Dedicated Customer Services Manager with 9 years of experience in ZONG CMPak Ltd, Warid Telecom, Telenor Pakistan & Synergy BPO. Consistently achieved record-high customer satisfaction rankings, improvements to the bottom line, turnaround of underperforming operations & highest sales nationwide.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies.

Areas of ExpertiseCustomer Services ManagementComplaint Handling & ResolutionRetail Operations Management

Customer Satisfaction Enhancement Front-End SupervisionSales & Margin Improvement

Teambuilding & TrainingCost-Reduction StrategiesNew Ideas & Innovations

Professional Experience

ZONG CMPak Limited — LahoreRegional Manager CI Customer Services, 04/15 – Continued

RESPONSIBILITIES: Sales targets achievement and monitoring for Central I Region Central I CSC’s ambiance, management and aesthetic controls Product and process knowledge update assurance Mystery/surprise visits adherence – pro-active measures Central I CSC’s Operations Handling and contingency development Employee Turnover control

ACHIEVEMENTS: Ensured successful Launch of first Mobile Handset Zone at any customer Services

Centre with Muller & Phipps

ZONG CMPak Limited — LahoreCustomer Services Manager, 01/14 – 03/15

RESPONSIBILITIES: Sales targets achievement and monitoring CSC ambiance, management and aesthetic controls Product and process knowledge update assurance Mystery/surprise visits adherence – pro-active measures Operations Handling and contingency development Employee Turnover control

ACHIEVEMENTS:

Won the “Star Performer” Award for year 2014 in Customer Services Nationwide. Won the “Services Champion of the Month Award” in October & rated as the best Manager Nationwide. Won the “Services Champion of the Month Award” in July & rated as the best Manager Nationwide. Won the “Sales Champion of the Month Award” in June 2014 & rated as the best Manager Nationwide. Won the “Champion of the Month Award” award in the month of May 2014 for achieving highest KPI Nationwide. Introduced “E-CSAF” for Postpaid which was implemented Nationwide. Designed a campaign which was later implemented & benefited whole CI Region in achieving Q1 & Q2 Prepaid & MNP

targets. Designed a Handset MNP Campaign which is under process to over achieve the Targets for Q3 & Q4.

ZONG CMPak Limited — SargodhaCustomer Services Manager, 09/11 – 01/14

RESPONSIBILITIES: Sales targets achievement and monitoring CSC ambiance, management and aesthetic controls Product and process knowledge update assurance Mystery/surprise visits adherence – pro-active measures Operations Handling and contingency development Employee Turnover control

ACHIEVEMENTS: Won the “Keep Spending Keep Winning” campaign and raised the standards for Sargodha CSC. Won the “Champion of the Month Award” in February 2013 & rated as the best Manager Nationwide. Introduced completely new innovation with Product Paper of “Door Step Officer” in supervision of Customer Services

Centers to target the local community & directly to impact low walk-in Centers. Initially designed the “Contractual Staff Grading System” which is implemented in Customer Services center

nationwide from July 2013. Won “Sales Champion Award” for the month of July 2013 on achieving highest Sales Nationwide.

ZONG CMPak Limited — BahawalpurCustomer Services Manager, 7/09 to 11/10

RESPONSIBILITIES: Sales targets achievement and monitoring CSC ambiance, management and aesthetic controls Product and process knowledge update assurance Mystery/surprise visits adherence – pro-active measures Operations Handling and contingency development Employee Turnover controlCONSISTENT PERFORMER: Produced 4 consecutive months in “Best Quality Services” from Aug-09 to Nov-09. Brought corporate client “CELEROS Solutions” on board.

61 new postpaid connections were sold and total bill payments of 3 million were collected in 17 months.

Rendered a new idea regarding Tariff Plan Structure to the higher management which was launched with the name of “M9”.

Benefited the Company (on the whole) with an idea of re-generation of NPRs having rejected in the year under the “MNP New Subscription” clause and had exceeded the 60 days. Implementation enabled the exceptional return as 42,000 odd successful acquisitions in MNP category were realized.

ACHIEVEMENTS: Earned “ZONGER of the Month Award – April 2010” under the light of achieving Highest Sales Targets & Best

Quality Services Nationwide. Secured “Quality Customer Services Award – Year 2010” for competitive quality services nationwide. Recorded highest sales and achieved “Top Customer Service Center Award – 2010” AN EXTRA MILE

Managed to organize a cricket tournament named “ZONG Cricket Challenge - 2010” and embossed that as first mega event for ZONG that served high word of mouth and revenue throughout the district.

To enlarge the brand visibility and to en-cash the flavor of the previous event, second historical festivity was manufactured as “Car Show” that surpassed the revenue stats and added 40% increase in sales.

TELENOR PAKISTAN — BahawalpurCorporate Sales Officer, 6/09 to 7/09

RESPONSIBILITIES: Corporate Sales Targets achievement - Timely After Sales Services – Customers’ Issues and Resolutions Informed and Walk-in Corporate visits Market/Industrial Intelligence

ACHIEVEMENTS: Immediate success (3rd day of joining) completed the targets by turning Punjab College to Telenor Corporate Client

column. Ensured 100 Postpaid Connection sales to Islamia University Bahawalpur

WARID TELECOM — Lahore & BahawalpurIn-house Sales Executive, 3/08 to 6/09Customer Service Representative (Call Center), 5/07 to 3/08

RESPONSIBILITIES: Sales Targets achievement - Timely After Sales Services – Customers’ Issues and Resolutions Informed and Walk-in Corporate visits Market/Industrial Intelligence Product and process knowledge update assurance To provide customers with product and service information Achieved performance objectives in all areas consistently

ACHIEVEMENTS: Rated as the best In-house Sales Executive Nationwide by achieving Sales Targets more than 100%. Almost 900 postpaid connections and 3000 prepaid connections were sold with the minimum churn ratio of 4%

and 11% respectively. By leading the Corporate Sales on boarded 33 Frontier Regiment, 323 Intelligence Battalion, Sunset Golf Club & Naval

Rehabilitation Organization etc. Due to these Corporate Deals total billing of almost 5 million were paid by the valued customers during this period. Introduced “SALES LEAD” mechanism due to which many golden & silver numbers were sold nationwide. 3 Times awarded “Employee of the Month” in 1 year at Lahore Call Center. 2 Call of the Week & 1 Call of the Fame winner in Call Center Lahore.

SYNERGY BPO — LahoreCSO, 8/05 to 4/07

RESPONSIBILITIES: Contact businesses or private individuals by phone Maintenance of customer/potential customer data bases Generate business through follow up Maintain records of telephonic interactions, orders and accounts

ACHIEVEMENTS: As an outbound CSR sold 31 Dish TV in a short span of 2 months. After being promoted to Supervisor efficiently supervised the floor in the night shifts.

Education and Training:

MBA Executive (Continued)

Allama Iqbal Open University

Trainings:

QUALITY TRAINING WORKSHOP FOR COMMUNICATION SKILLS in May 2007 at Contact center Lahore. RESOURCE DEVELOPMENT TRAINING in November 2007 at Contact Center Lahore. PRESENTATION SKILLS Training in January 2008 at Contact Center Lahore by HR. TEAM QUEST Workshop in August 2009 in Islamabad by Center for Management Development. 6 Sigma Training at Zong Regional Office Lahore

References:

Talha IjazZonal Manager Franchise Operations Ufone+923142820012