Nilofer Qureshi
Contact Center Manager
Dubai
Summary
With over a decade of steering Customer Experience, and being a results-driven leader, crafting client delight through astute complaint analysis, procedure innovation, and retention skills. My forte lies in swift issue resolution and cultivating robust client relationships. Poised to bring my wealth of expertise to elevate any team's customer-centric journey as Head of Customer Experience.
Overview
2025
2025
years of professional experience
3
3
years of post-secondary education
2
2
Certificates
Work History
Contact Center Manager
Nymcard
5 2023 - Current
- Streamlined customer service operations, achieving a 37.5% reduction in misrouted inquiries, reduced average handle time (AHT), and improved first-call resolution (FCR) rates by 22.9%.
- Implemented a unified ticketing system integrated with Jira, enabling SLA breach escalation triggers and centralized tracking. Additionally, introduced Net Promoter Score (NPS) monitoring to gauge customer sentiment, driving actionable improvements based on feedback and achieving a significant uplift in overall customer satisfaction and experience.
- Designed and executed process maps and workflows, enhancing issue resolution efficiency across 1st and 2nd line support tiers while standardizing escalation protocols.
- Implemented API integration with courier partners, enabling real-time tracking of card delivery status for both internal teams and clients, improving transparency and customer experience.
- Managed end-to-end card production and delivery operations, alongside customer support responsibilities, ensuring timely issuance and resolution of any logistical challenges.
- Driven training initiatives, creating comprehensive scripts, training materials, and KPI-driven evaluation frameworks, resulting in improved agent performance and accountability.
- Played a pivotal role in transitioning the company's core focus from B2C to B2B, aligning customer support infrastructure to cater to a large-scale, 24/7 customer support operation for a high-profile client.
- Partnered with operational teams to address and resolve service issues efficiently, significantly enhancing client satisfaction and fostering long-term relationships.
- Monitored key performance metrics to identify opportunities for improvement, driving a 30% increase in team efficiency and overall service quality.
Head of Customer Experience
Spotii- a Zippay
12.2020 - 05.2023
- Led and developed a team of 17 customer service and collections specialists, providing hands-on mentorship, targeted training, and regular performance evaluations to foster a high-performing and motivated team.
- Optimized customer service workflows, achieving a 45% reduction in average handle time (AHT) and a 33% improvement in first-call resolution (FCR), enhancing efficiency and service quality.
- Acted as a key liaison between cross-functional departments, ensuring seamless communication for process optimization, client updates, and service excellence.
- Leveraged diverse tools, including API endpoints via Postman, to streamline income verification, merchant transaction tracking, and refund processes, significantly improving operational accuracy and speed.
- Managed end-to-end merchant refunds and collections processes, applying extensive expertise in settlement operations, transaction reconciliation, and payment negotiation to minimize legal costs and reduce delinquent accounts by 12.7%, driving revenue growth.
- Analyzing insights to implement actionable improvements that drove a 28% increase in overall customer satisfaction and improved CX outcomes.
- Enhanced customer retention rates by 15%, collaborating closely with product, sales, and operations teams to align strategies for better engagement and satisfaction.
- Conducted root cause analysis and performance reviews, leading to a 16% boost in team productivity and a 11% reduction in escalations to higher support tiers.
- Implemented growth-focused strategies, including social media monitoring, Google ratings analysis, workflow optimization, and customer retention initiatives, contributing to overall CX improvement.
- Led the wind-down process for customer service and collections, implementing structured strategies that resulted in a 6% enhancement in overall collection performance during the transition phase.
Manager - Operations Teacher Engagement
Whitehat Jr
06.2020 - 12.2020
- Implemented data-driven decision-making processes, resulting in a 40% increase in upsells by addressing customer needs proactively and consistently providing exceptional service.
- Improved operations, resolved problems, and contributed to overall customer satisfaction and business success.
- Analyzed sales and financial performance to align with company goals.
- Identified and capitalized on sales opportunities, leading to increased customer retention rates.
- Supervised and trained sales and customer service teams, achieving and exceeding customer service and sales goals.
Reservations/Ticketing- Customer Sales & Service
Emirates
02.2018 - 06.2020
Lead Travel Specialist - Operations Aspire Lifesty
International SOS
05.2015 - 11.2017
Senior Travel Expert
SERCO Global Services - easyJet Airlnes
09.2012 - 09.2015
Senior Customer Service Representative Lead
L&T General Insurance
04.2010 - 08.2012
Education
Bachelor's of Commerce - Commerce
Mumbai University
Mumbai 06.2011 - 03.2014
Skills
Customer relationship management
Timeline
Data science and Business Analyst
09-2023
Certified Lean Six Sigma Green Belt
06-2022
Head of Customer Experience
Spotii- a Zippay
12.2020 - 05.2023
Manager - Operations Teacher Engagement
Whitehat Jr
06.2020 - 12.2020
Reservations/Ticketing- Customer Sales & Service
Emirates
02.2018 - 06.2020
Lead Travel Specialist - Operations Aspire Lifesty
International SOS
05.2015 - 11.2017
Senior Travel Expert
SERCO Global Services - easyJet Airlnes
09.2012 - 09.2015
Bachelor's of Commerce - Commerce
Mumbai University
06.2011 - 03.2014
Senior Customer Service Representative Lead
L&T General Insurance
04.2010 - 08.2012
Contact Center Manager
Nymcard
5 2023 - Current
Certification
Certified Lean Six Sigma Green Belt
Accomplishments
- Enhanced customer satisfaction by 30% through timely issue resolution and strategic performance improvements, achieving a 90% CSAT score by introducing an optimized CRM system for customer service operations.
- Boosted service quality and productivity by implementing streamlined processes, resulting in measurable efficiency gains across the team.
- Recommended transitioning from an outsourced CRM ticketing tool to Zendesk and subsequently to an in-house ticketing system, ensuring compliance with CBUAE requirements, reducing costs, simplifying tracking and reporting, and centralizing customer engagement for better oversight.
Languages
English
Urdu
Arabic
Technical Skills
Zendesk
Jira
Hubspot
Tableau
MS Office 365
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