This document provides a career summary for an individual with extensive experience in project management, customer experience, and business consulting. The individual's expertise includes project management, Net Promoter System implementation, customer experience coaching, and managing customer relationships. They have over 15 years of experience in managerial roles for telecom companies and consulting firms, leading projects in areas like customer service, education reform, and implementing new systems. Their experience demonstrates strong skills in analytics, problem-solving, customer satisfaction, and people management.

1. Career Summary
A fully committed, capable and confident as Project Management and Customer Centric Professional who possesses the required vision, ability, drive
and enthusiasm needed for successful Commercial management. I am highly organized and consistent individual, who can quickly comprehend
complex managerial scenarios.
Now I am looking for a newand challenging managerial or consultancy position that will make best use of my existing skills and experience and also
further my personal and professional development.
Expertise includes:
 Project Management
 Net Promoter System
 Top Down NPS
 Bottom Up NPS
 NPS System and Philosophy
 CoachingMythology
 Customer Experience
 ConvertingDetractors into promoters
 Managerial Skill
 Telecom Business and Technical Knowledge
 Leadership & Team Building Skills
 Analytical Skills
 Problem Identification & Resolution
 Complaints management
 Customer /Client Relationship Management
 Providingfocus and direction to subordinates
 Decision makingand problem solving
 Peoplemanagement
 COST Optimization
 Motivatingemployees to do better
 Ensuringhigh levels of customer satisfaction
 Flexible, open to ideas and willingto learn
 Extensivecommercial awareness
 Communication, coordination and analysis skills
Supervisor Operations–(Wyless )Ibex Global - A TRG Company Oct 2014 till Date,
Currently Managing 2 projects for Wyless &Warid outbound WylessprovideM2M
Solutions to themost of thetelecom companies of theEurope, South and North America
Regions and 2nd oneof themajor telecom in Pakistan theonly mobilecompany transform
from 2G to LTE, I am the onewho is managingCustomer Management team and
Responsibleof all aspect related to Project, includingKPI(s) Management, Customer
Service, Training, QA Evaluations and Parameters, Client Relationship Management as well.
Project Lead– (SCMP – PunjabGovernment) AbacusConsulting Jun 2014 till Sep 2014,
Worked as Project Lead and was responsibleof all operations related issue(s) and
Concerns. I Worked with Punjab Government Education Reform Sector. In thisproject I
was responsiblefor helpingto make right Decisionsby givingAccuratedatato School
Council, This Project was World BankFunded.
CFL COACH – (Telenor Operations)AbacusConsulting Mar 2009 till Jun 2014
Appointed as CFL Coach in NPS, Having 1st Ever Organization who had this philosophy
implemented and are the pioneer in this Field, In this project Telenor has launched this
Philosophy all over the world but, Loops were closed in-time while keeping in mind to
increasecustomer’s Experienceand Satisfaction.
Customer Service Rep – Mobilink Mar 2005 to Mar 2009
I was responsible for Contact Center to help the Customer in time. Direct Customer
Handlingon Helpline. Provided solution of customer’s quires and to makesuretheSolution
was provided to thecustomer in time. I Provided First Call Resolution. I ablemanaged my
KPIs. I provided assistance to new hires to get the better results while they areapart of
Mobilink Contact Center. Handled customer care, guaranteed customer delight Escalate
issues.
Customer Care Executive – WorldcallOnline Feb 2004 to Mar 2005
I was responsibleto provide technical assistancefor handlingand operatingACD exchange.
I was Responsiblefor makingand ManagingCall-Center reports. Direct handling Inter-net
Helpline and Supervised theOverall Operations in call center. Direct Customer Handling.
Education
Master of Business Administration
NCBA&E
Bachelor of Computer Science
Al-Khair University
Intermediate
Federal Government Degree Collage No 1 Lahore Cantt
Waqas HussainKhan Akbar
383, Street, 36 Sagar Road LahoreCantt
T: 03444443200 H: 04236653273
T: 03214302626
waqas_khan786@hotmail.com, waxman.khan@gmail.com
http://pk.linkedin.com/in/waqasakber

2. References can be provided upon request.
Achievements
 Havingarecord of maintain morethan 85% QSL (Quality Of ServiceLevel) consistently.
 Shift Coordinator in AbacusConsulting, Manages all Shift related issues, and prepareShift summary (AbacusConsulting)
 Promoted as Supervisor “Customer CareExecutive” Appreciated with “PerformanceAchievement Aw (Wordlcall Telecom Limited.)
 Internet cards Layout for DANCOM internet service(DANCOM.)
 Win trip to Sakerdu on achievinghighest up-sellingtargets. (AbacusConsulting.)
 Dinner and Lunches with Director BPO division every month for achievingmorethan 85% Quality of ServiceLevel
 Tookecareof Night Shift Telenor Project, (Only Operational Center in Nights for telenor customers)
 Ableto get TOP Team Lead Slots in Sales and added morethan 0.1 Million Rupees in overall sales in onemonth
 New rolewas assigned to impalement NPSin Telenor
 Certified Coach for implementingCustomer Centric Culturein current Organization
 New Assignment was given to takecareof theProject which is onetheMost Important and Critical project in Education Sector for Punjab Government
Projects
Magic Screen Training - June 2011
In this phasei am theonly onefrom Operations who had conducted thetrainingfor Users.
Successfully train all operations staff includingQA dept. on thefunctionalityof Magic Screen.
Now this Magic Screen is runningsuccessfully in in-houseand OSP partners.
UAT (Magic Screen User Interface) - May 2011
Actively participated tohighlight many bugs
Providingthem timely Feedback and did all testingwithoutany supervision.
Continuously providingthem feedback and information which will help us to makethem betterapplication and interface.
Successfully implementation of Magic Screen Interfacein call centers acrossPakistan.
NPS (Net Promoter System)
Successfully Implemented NPSacross Organization in TelenorPakistan and AbacusConsulting
Ableto get insight regardingCustomer’s Experienceand what customer reallywants
Ableto Shift Mindset of TheTeam from KPI Driven approach toCustomer Centric Approach
Managed MorningShift and Actively participated in All Client Related Concerns and Meeting
Process Re-engineeringis theBest outcomeof theProject.
Providingthem timely Feedback and did all testingwithoutany supervision.
Continuously providingthem feedback and information which will help us to makethem betterapplication and interface.
Successfully implementation of Magic Screen Interfacein call centers acrossPakistan.
Punjab Education Sector Reforms Program – SCMP
Currently takingcareof Project which is related to Education Dept. in this ProjectI am takingcareprojectto makeasuccessful contact with Council Members
Through Call Center Agent(s) to haveaProper and Exact Feedback, RegardingFund Utilization, Teacher’sQualification, Competency, and Any issuewhichcan effect
on Children’s Education.
Professional Development
AdvanceCustomer services Skills.
Mobilink.
Product development.
DANCOM.
Graphics Design.
Peak Solutions.
Team Work & Team Building.
AbacusConsulting.
Customer ServiceEngineering.
Telenor Pakistan.
CX, Management Professional
AbacusConsulting
Sales Expansion techniques.
Call points.
Cultureof ServiceExcellence.
Mobilink.
Basics Of Customer Services.
TarnsData
Contact Center Fundamentals.
Telenor Pakistan.
Abacus Academia
AbacusConsulting
.