BADER RIAZ

• Led branch operations and customer service at Harbor Real Estate, managing stakeholder relationships, billing, and a walk-in center. My leadership increased efficiency while emphasizing excellent customer service and operations management. Observing Capex and Opex retail budgets, identifying cost-saving opportunities and improving budget efficiency.
• Negotiated favorable contracts with vendors for reduced costs and improved service quality.
• Worked closely with organizational leadership and board of directors to guide operational strategy.
• Oversaw restructuring operations and implemented continuous improvement plans as Director of Operations and Change Management Leader that lead to:

1. Reduced aging accounts receivable by 70% over 3 years.

2. Increased annual collections by 80% within 2 years.

3. Utilized internal resources to launch a range of innovative tools and features, positively impacting billing, collections, efficiency, productivity, and customer experience. Lead the project for migration & implementation to new ERP.

4. Orchestrated cost optimization resulting in converting a special project from AED 3.2 million annual cost to profitable project yielding up to AED 3,000,000.

5. Innovatively designed and launched Easy-Services module within 3 days of lockdown, maintaining high invoice to collection ratio of 1:0.9 and a healthy Turnaround time of less than 24 hours for all customer correspondence.

● Improved customer relations, experience, and retention rates while generating maximum revenue through tele-sales and post-sales services. Utilized communication, negotiation, and creative problem-solving skills to address customer complaints, leading to increased satisfaction and repeat business

● Implemented Customer Data analysis & segmentation resulting in increase of sales to conversion rate from 2% to 14%.

● Implemented a cost-cutting program that reduced overhead expenses by 50%.

● Conducted training needs assessments to identify employee skill gaps, resulting in targeted training sessions that improved performance.

• Led successful project forming new department named SOS for after sales service & operational support to 41 franchises and 7 walk-in centers nationwide. Department took over complete operations within 30 days of launch, becoming an immediate success.
• Achieved high customer satisfaction scores with an average above 85% through proactive management of customer service strategies based on monthly CSAT & NPS scores.
• Implemented change management across 41 franchises and 7 walk-in centers, with a focus on reducing walk-in customers via remote service offerings like customer portals, mobile apps, and advanced queuing systems. Thereafter, worked closely with the developers for designing the new ERP & SAP for back end and after sales services.
• Post deep dive analysis, implemented successful Customer Retention & Customer Journey Mapping campaigns nationwide that helped decrease churn rate from 8% down to 2% over 6 months.
• Collaborated with the management team to develop strategic plans for business growth and improvement.

• Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
• Launched quality assurance practices for each phase of development. Restructured call center with primary focus on CRM, KPI, SLA, ERP and Call traffic Operations
• Played a vital role in process mapping for a productive and accurate recruitment & assessment of shortlisted candidates
• Increased accepted short-listed candidates by 45 %
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.

• Joined Telenor PK pre-launch, gaining valuable experience navigating new organizational challenges
• Initially responsible for call center floor management, I reduced Average Handle Time to 1 minute 30 seconds through tailored training workshops
• Led a team of 170+ customer service representatives, also designed rosters for the entire call center team & team leaders to cater to need of increasing number of calls at launch of operations ensuring high service levels
• Succeeded in converting data entry operators to customer service representatives, increasing service level from 60% to 90% over a 2-week training period
• Played a key role in implementing Six Sigma and team facilitation.
• Delivered continuous process improvements that streamlined workflows leading to more efficient day-to-day operations.

• Improved customer satisfaction ratings by consistently providing high-quality support and addressing customer concerns in a timely manner.
• Managed scheduling and shift rotations, ensuring adequate staffing levels to maintain optimal call center performance.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.