1. Safdar Hussain
House No. 190/4
Shah Faisal Colony
Karachi.
PAKISTAN.
Objective:
Experience:
Sep-2008 till Now.
Seeking for a challenging position Customer services/operations.
organization Ufone(PTML-Pakistan)
Executive Work Force ( SD & SM Department)
RESPONSIBILITIES:
∗ To operate complete operation of Call Center and Service Center with
various expects.
∗ Working as a WFM (Work Force Management) which includes Roster
& Manning for Cops department (Call Center Inbound, Service Center
and various internal departments).
∗ Manage to handle more than 2.4k officer’s roster having different skill
group with provided time lines with their seat and supervisor
assignment.
∗ Automation towards reporting and analysis related reports.
∗ To keep analyzing current situation of Call Center updated & sharing
with team members on daily basis.
∗ To keep the team updated/motivated about U-fone upcoming
operations.
∗ To keep strong follow-up for all assigned tasks.
∗ To maintain inbound & team leaders performance with respect to their
KPI’s.

2. Aug 2003–Aug 08
Aug 2000- Dec-2003
Feb 1997–Jul 2000
Feb1996–Jan 1997
organization Instaphone(Pakcom Ltd)
Sr. Executive Call Center
∗ Preparing reports on monthly and daily basis on customers feed back
complaints & major issues.
∗ Making of agents ABU daily/monthly and traffic analysis reports on
ZRG reporter.
∗ Monitoring work assignments and staffing schedules to ensure
adequate staffing levels are maintained at all times
∗ Work closely with management to forecast short and long term
operational requirements.
∗ Provide suggestions to improve Customer Support Services
Management.
∗ Acts as liaison between the Support Center and external support
groups and Co-ordinate and post Crisis Duty on call Rotation.
∗ Prepare daily, weekly and monthly Callcenter reports to ensure service
level reports are provided to head of call center and all other support
departments for reviewing the daily, weekly and monthly trends.
∗ Provide online solution to customer problems and take prompt
assistance from all -available on line information.
∗ Ensure defined service levels and performance objectives are
achieved (Department and Analyst level)
∗ Responsible for the timely delivery of various assigned tasks or mini-
projects for the Manager
Executive Call center
Executive Customer Services (installation and maintenance
department)
The Customer operations support center is the communications conduit
between the customer community, the front line support and the company
Management. The communication of the team goals and general
measurement of the team for achieving customer service excellence is
considered a key responsibility. The customer operations officer provides
direction and leadership for the Support Center Agents. The Customer
operation ensures quality in process execution and adherence to
corporate policies.

3. Education
Awards
Training
Computer
Knowledge.
Personal
Store Officer (installation and maintenance department)
Responsibility of Inventory Receipt, Inventory Issuance, Records
Maintenance and Inventory Reports, to Providing support to Manager
Inventory in execution of Main store activities to keep update record of
Inventory level of each phone models and accessories at main store and
Regional Stores. Keeping up to date record of Main store documents.
Bachelor of Commerce 2000. University of Karachi.
∗ Employee of the Month- September & October 2000.
∗ Employee of the Month- February & March 2001.
∗ Employee of the Month of August 2004.
∗ Best performer of monthly Quiz Pakcom & Paktel December 2004
∗ Best performer for January 2005.
∗ SEVEN HABBITS OF HIGHLY EFFECTIVE PEOPLES
(STEVEN COVEY)
∗ O.C.A.T (ONE CUSTOMER AT A TIME )
∗ 6 - HATS (POWERFUL THINKING CONCEPT) DR. EDWARD
DEBONO
∗ Project Management
∗ Creating Moments of Magic
∗ Excel Guru
Proficient in MS office applications.
Date of birth (8th
Nov-1973)
Marital Status Married.
Mobile: 92-334-4333104
Mobile: 92-314-2006440