Muhammad Abrar Javed

As the Global Head of Customer Operations & Technology for the UAE & KSA region, I lead end-to-end customer care strategy and operations.

• Defined and executed Customer Care strategy, aligning initiatives with business objectives and advising senior leadership
• Designed and implemented scalable customer care systems, including architecture, infrastructure, and platform customization
• Led development of AI-driven chatbots and automation workflows to enhance customer experience and reduce manual effort
• Managed end-to-end customer care operations across multiple geographies, ensuring service excellence and efficiency
• Built, trained, and mentored high-performing teams, driving a culture of innovation and continuous improvement
• Collaborated cross-functionally (Product, Tech, Analytics, Finance, Operations) to align customer care with business goals
• Implemented data-driven analytics and performance tracking to optimize processes, improve KPIs, and enhance overall customer experience

I was responsible for critical functions at Ibex and worked in the capacity of Head of Customer Experience and taking care of below responsibilities

• Taking charge of Inbound and Outbound success in domestic operations for IBEX Clients, overseeing a team of over 2500 customer support executives.
• Crafting strategies to enhance contact centers, continuously adapting to emerging practices and technologies to maintain a strong reputation for delivering high-quality customer service.
• Assuming responsibility for end-to-end customer contact processes and the associated customer experience, collaborating on companywide initiatives aimed at enhancing efficiency by 100% and minimizing customer complaints.
• Developing and providing insights and expertise to the organization regarding the implementation of new tools and technologies, including Telephony, CRM, and WFM, to establish a cost-effective operation.
• Establishing and managing key Customer Experience KPIs, such as NPS, CSAT, FCR, FTR, CSI scale leads.
• In addition, I am responsible for leading the compliance team and identifying and analyzing risks, while also creating policies and regulations to ensure PCI standards. The top priority is to prevent fraud and risk, implementing preventive measures, and ensuring accountability at all levels.

As a Quality Assurance manager, I was responsible for overseeing the department and staff's activities in developing, implementing, and maintaining check-and-balances to ensure company standards. I had the responsibility of overseeing the NWD domestic quality assurance team across KLI, and my primary duty was to ensure the quality team executes all projects as planned.

• Develops the quality management strategy and maintains a quality plan for the call center operations, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
• Has oversight of a dedicated team of quality analysts that perform audits and assess performance against scorecards
• Ensures quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and overall project quality
• Collaborates closely with the Training Manager to define training requirements needed to improve quality service levels
• Ensure proper quality assurance to clearly define the desired agent behaviors during transition, operational readiness, go live, and ongoing operations
• Equipment & system audit to identify & strategy making to address risk area and financial exposures
• Monitors and reports program performance against service level agreements and performance standards.
• Analyzes performance trends and takes proactive steps to prevent quality service level shortcomings
• Reports performance information through formal and informal reports that may be contractual deliverables with client
• Represents the quality function to clients, to enhance their trust on our practices, working & quality standards.
• Conduct process and product audits to revamp the system and its implementation.
• Strong coordination with compliance to ensure implementation of PCI standards and company protocols.

Worked as an Assistant Manager for Quality Assurance and managed two major sites (KHI and IBD), whereby major responsibilities were involved.

• Monthly QA performance Presentation to Senior Management
• Presentations to Clients on project and campaign performances
• Coordinate with internal & external stakeholders for business alignment
• Plan, direct, or coordinate strategic activities/decisions for the organization to ensure QA compliance with quality & regulatory standards.
• Ensure proper reporting of potential risks through internal Audits and QA Assessments.
• Monitor and validate the results of quarterly reports and report unethical violations in call handling.
• Develop and oversee a system for uniform handling of customer service guidelines. Identify potential areas of QA vulnerability and risk.
• Develop/implement a performance management plan for resolution of problematic issues, and providing general guidance on how to avoid or deal with similar situations in the future.
• Collaborate with other departments (e.g., Operations, Compliance, HR, etc.) and regulatory authorities to direct compliance issues to appropriate existing channels for investigation and resolution.

Mobilink's largest backend support teams, which include NCU (Network Complaint Unit) and IRU (Investigation Resolution Unit), were under my leadership. More than 1200 complaints are handled daily by this team, which is launched through voice and non-voice channels. Below were my major responsibilities as a leader of NCU

• Presenting complete network complaints picture to HOD on a weekly basis.
• Creating graphical reports on monthly, weekly & on a daily basis.
• People management and support in term of employee performance/ documentation/ conflict management.
• Preparing Monthly performance evaluation reports of team based on Standard KPI's defined by the company Nationwide.

In 2007 to 2012 I worked for multiple departments and perform my task as a promising individual & key player. Below were the major task I served in my these five years.

• Team Leader NPS Team
• Team Leader Inbound Calls
• Team Coordinator
• Customer Support Executive
• As an additional role I have also served in different Teams of Customer Care and Management which includes:
• Call Of Fame
• Recruitment Team
• Performance Optimization Team