Contact
03135051947 (Mobile)
Muhammad Zubair ITIL -CS
sardarzubair67@gmail.com
Professional
www.linkedin.com/in/muhammad-
Client services I IT Operations I Software Solutions I Sales
zubair-itil-cs-professional-
Operations I incident Management I Blogger & Media Person
a0628b66 (LinkedIn)

Top Skills Summary

Team Leadership Having extensive experience of Service Management,
Customer Satisfaction Communication, Coordination and DATA Analysis. Highly skilled at
Call Centers organizing large portfolio of work. A seasoned professional having
proven track record of successful operations with major focus on
Languages Service Management, Communication and Coordination,Resource
Hindko (Professional Working) Planning, Reporting & Analysis,and Scheduling.
English (Native or Bilingual) Specialized in
Urdu (Full Professional) Service Management,Incident Management,Change
Management,Service Catalog Management,
Certifications Service Level Management
ITIL Foundation Resource Scheduling & Deployments
Problem Management Access Management
Honors-Awards DATA Mining
Call of the Fame Awards. Time & Stress Management
Best Employee Of the Year Monitoring & Escalations.
Service Reporting
Help Desk Compliance (Polices & Procedures)
ERP Service Management(Case Management)

Experience
Pacsquare Technologies
Manager Client Services! Global Operations!
July 2017 - Present 
Islamabad Gpo, Federal Capial &AJK, Pakistan

Build positive and productive relationships with clients for business growth.
Understand client needs and customize existing business programs to meet
their needs.
Provide client support and handle client communications effectively.
Manage and close client businesses to achieve profitability.
Maintain existing clients and generate new clients to achieve revenue goals.
Address client concerns promptly and professionally.
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Inform clients about company products, services and promotions.

Discuss business contracts and cost with clients.
Ensure that client requests are handled timely and accurately.
Develop new strategies to improve client satisfaction.
Maintain up-to-date knowledge about company products and services.
Incident Management (SLAs,)
Service Management (Client feedback surveys)
Telecons with Clients and Project Managers to ensure customer satisfaction,
discuss different topics, most importantly;
SLAs
Managing Client expectation
Standard Operating Processes & Procedures
Developing new processes as and when required
Recommending various initiatives for operational augmentation
Resolving Client grievances (escalating if needed)
Participate in Quality standards meeting with external auditors.
Frequently monitor different tools & software to streamline tasks.
Value addition to increase profitability.
Communication & Behavioral training for employees.

NETSOL Technologies Inc.

Senior Clinet Service Analyst ! Global Operations!
January 2016 - June 2017 (1 year 6 months)
Lahore

Keep Client Services reporting up to date on an annual, monthly, weekly, and

daily basis with emphasis on both efficiency &accuracy.
Proactively identify gaps and errors in reporting and work towards
improvement of those areas.
Answer reporting, data and workflow questions from stakeholders and to
communicate the significance of reports with an understanding of what drives
success at Netsol
Preparing SLAs for different clients.
Follow up for estimates and maintenance of change requests records.
Managing incident management and problem management.
Responsible for release management and deployment Management.
Assisting Business Development team on sales Analysis and reporting.
Responsible for sending of off-site chargeable effort to accounts department
for invoicing and maintenance of its records.
Scheduling release call and discussed all pending tasks for all clients.

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Follow up with technical team on swift resolution of the incident.

Identify training needs of the team (especially on quarterly and annual basis),
prepare training plan and ensure the training delivery.

PTCL
Assistant Manager Corporate Slaes
August 2015 - January 2016 (6 months)
F8 Islamabad

Provides technical direction for the development, design, and systems

integration for client engagement from definition phase through
implementation.
Reviews work of development team.
Easily recognizes system deficiencies and implements effective solutions.
Creates and executes development plans and revises as appropriate to meet
changing needs and requirements.
Keeps project manager well informed of status of development effort and
serves as liaison between development staff and project manager.
Ensures technical teams are contributing to our code library.
Owns the development lifecycle and is responsible for managing technical
risks throughout the project.
Manages technical resources within budget and project schedule.
Consistently delivers high-quality services to our clients.
Providing help and advice to customers using organization’s products or
services;
communicating courteously with customers by telephone, email, letter and face
to face;
investigating and solving customers' problems, which may be complex or long-
standing problems that have been passed on by customer service assistants;
handling customer complaints or any major incidents, such as a security issue
or a customer being taken ill;
issuing refunds or compensation to customers;
keeping accurate records of discussions or correspondence with customers;
analyzing statistics or other data to determine the level of customer service
your organization is providing;
writing reports analyzing the customer service that organization provides.
meeting with other managers to discuss possible improvements to customer
service.
learning about your organization’s products or services and keeping up to date
with changes.

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Keeping ahead of developments in customer service by reading relevant

journals, going to meetings and attending courses.

Interactive Group
Manager Service Desk ( IT Operations )
December 2012 - July 2015 (2 years 8 months)
Islamabad

o Supporting manager in performing management functions such as staffing,

training and expanding business plans.
o Investigated and resolved customer’s issues and complaints regarding
operational matters – Handled all queries and client feedback in a professional
manner.
o Communicated with the support team and implemented the organization’s
operational guidelines, standards and policies.
o Monitored and managed operational activities. Documented and prepared
reports on management and information systems; presented same to
manager.
o Assisting the manager in recruiting diligent professionals, committed to high
principles of service and performance.
o Productivity of the firm.
o Maintained cordial relations with other staff and assisted them in resolving
their issues.
o Supervise production line operation or services in accordance with company
policies, procedures and work instruction
o Train and coach new employees.
o Conduct employees performance reviews.
o Responsible for schedule to include: work station assignments/rotations,
employee training, employee vacations, employee breaks, overtime
assignment, back-up for absent employees, and shift rotations.
o Coordinate with Human Resources for appropriate staffing levels.
o Schedule and conduct shift meetings.
o Responsible to meet shift production or services goals.
o o Coordinate and collect the status update from respective stake holders one
day before meeting.
o Responsible for consolidating the report as per the SOP and send it to all
attendees of review meeting one day before meeting.

Ufone
Customer Service Executive
March 2012 - November 2012 (9 months)

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Islamabad Pakistan

o Responsible for answering Escalated calls and conducting outbound

customer’s feedback survey regarding various packages & promotions
o Weekly and monthly call centre outbound survey’s performance analysis &
reports for senior management of UFONE
o Facilitate Customers by Identifying customer issues in reference to
coordination with appropriate departments
o Track the performance of vendors to manage the SLA's mentioned in the
contracts
o Ensuring customer satisfaction using problem-solving skills to handle irate
customers.
o Responsible for conducting Training sessions of “customer service officer’s”
upon latest marketing promotions
o Conducting market research such as customer questionnaires and focus
groups
o Coordination with customer support department (CSD) to check the delivery
of products & services material
o Weekly and monthly call centre outbound survey’s performance analysis &
reports for senior

Zong CMPak Ltd

Team Leader(Postpaid)
October 2008 - December 2011 (3 years 3 months)
Islamabad

o Working as a Team Leader Inbound/Outbound and managing a team of 30

Customer Services Officers (CSO's)
o Solely supervising Different projects related to Zong business partners and
ensuring the successful smooth operations
o Managing an entire queue dedicated to Post Paid & Corporate Customers.
o Extensive involvement managing client relationships at all levels
o To manage the day–to-day planning, operation and problem-solving of a
team to meet with the required service level and KPI’s
o People Management: including all HR related issues as well as staff
development
o Operational Management: Managing the floor, adherence to schedule,
ownership and problem resolution
o Call monitoring, coaching and feedback for delivery of the defined customer
experience in every call
o Training, Development and Motivation of staff

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o Recommendations for process development based on CSO or client’s

feedback and analysis of the same
o Compilation of reports on project progression and team’s performance
o To act as the communication conduit between CSO and higher management
o Extensive involvement managing client relationships at all levels

Daewoo Pakistan Bus service

Terminal Incharge Daewoo Bus Services
October 2005 - December 2008 (3 years 3 months)
Islamabad /Murree

o Handle all customer queries / transactions on all areas of operations and

relevant departments in a courteous and professional manner.
o Front Desk ticketing.
o Cash handling.
o Preparing sale report at shift end and forward to the HQ, senior management
of Daewoo.
o Educate customer about Departures Schedule and Terminals Locations, &
services over helpline
o Taking all possible measures to timely resolve customer query and
processing them.
o Logging all queries properly and escalating possible complaints to the
concerns.
o Suggesting alternatives and possibilities to resolve customer complaints on
priority.
o Coordinate and liaise and follow up with the Government authorities and
Other stake holders as per the instructions of the management
o Preparation of schedule and future plans. Preparation of roaster of all the
staff, arrange hostess and driver, scheduling the duties of the drivers, Hostess,
Guard and all other staff of the terminal
o Compiling cash reports on day end and forward to the HQ
o Provide leadership by establishing clear expectations and demonstrating
high standards of work practices and safety conscious behavior.
o Establish, maintain and promote high standards of customer service.

Education
Riphah International University
Master's Degree, Project Management · (2017 - 2018)

Govt College Havelain Abbottabad

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Bachelor's degree, Political Science and Government · (2002 - 2005)

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