Moazzam Naveed

Results-driven Customer Experience and Operations professional with over 11 years of experience spanning customer support management, banking operations, fintech, AML/KYC compliance, and field team leadership. Currently building and leading the customer experience function at 2Pay (Vita-E Commerce), a nationwide cash payment kiosk network — establishing the call center from the ground up, developing enterprise-wide SOPs and policies, managing 21+ field Brand Ambassadors, and delivering measurable improvements in NPS, TAT compliance, and complaint resolution. Experienced in ODOO ERP, policy development, social media management, and cross-functional stakeholder communication.

Reports directly to the CEO.

Customer Services Manager - 2Pay — Vita-E Commerce LLC (Subsidiary of Digital Finance International)

(2025-08)

• Established the call center from the ground up — designed the end-to-end support infrastructure including channel setup (voice, WhatsApp, social media, walk-in), ticketing workflows, agent roles, and escalation matrices.
• Developed and implemented a comprehensive Customer Care Policy — covering the full complaint handling lifecycle (contact → ticket → categorise → assign → monitor → escalate → resolve → feedback), SLA frameworks (Technical: 2 hours; Non-Technical: 1 hour), issue severity classification (Critical / High / Low), and multi-channel intake procedures across 19+ kiosk locations.
• Authored the Social Media & Community Management SOP — establishing response time standards (complaints: 30 minutes; general inquiries: 2 hours), community moderation guidelines, crisis communication protocols, and monthly sentiment reporting across Facebook, Instagram, and LinkedIn.
• Designed the Customer Trust & Service Assurance Policy — a customer-facing transparency framework covering secure transaction guarantees, refund procedures, data privacy, and visible support channels deployed across all kiosk locations.
• Developed the Promo Persons (Brand Ambassador) Code of Conduct & Field SOP — governing 21 field staff on attendance, uniform standards, marketing conduct, customer interaction etiquette, ODOO form compliance, and integrity requirements.
• Built and maintains a structured complaint tracking system — capturing ticket date, location, criticality, complaint type, TAT, breach status, escalation level, and resolution date; used to drive the weekly KPI snapshot and CEO performance reports.
• Commissioned and analysed bimonthly customer and retailer NPS surveys — achieving Customer NPS of 89.5 and Retailer NPS of 94.7 (both in the 'Excellent' band); produced comparative insight reports and Way Forward recommendations presented directly to the CEO.
• Produced the Transaction Time Analysis Report — benchmarking telco integration performance (direct vs third-party) across Ufone, Zong, Jazz, and Telenor, identifying a 10–11% performance improvement following Zong's direct API switch, and providing a prioritised roadmap to achieve sub-30-second transaction times.
• Led implementation of ODOO ERP across Helpdesk, HR, and Accounts modules; contributed to the development of an internal employee portal to streamline operational communication and field reporting.
• Manages and coaches a team of 21 Brand Ambassadors — setting and monitoring monthly transaction targets, conducting performance reviews, resolving field escalations, and maintaining the highest standards of customer engagement at kiosk locations.
• Participates in organisational decision-making and policy governance; reports directly to the CEO with strategic operational insights, monthly KPI reports, and data-driven recommendations.

Acting Team Lead - IBEX Global

(2020-08 - 2025-08)

• Led and managed a team of 21 customer support representatives, maintaining top team performance metrics across quality, resolution, and satisfaction KPIs.
• Operated as Subject Matter Expert (SME), providing on-floor guidance for complex and escalated customer interactions across global accounts and multiple time zones.
• Delivered structured coaching and training on updated policies, procedures, and quality standards; drove measurable improvement in call quality scores and positive reviews.
• Managed the escalation desk — handling sensitive and high-priority customer interactions through to full resolution and satisfaction.
• Consistently upsold and cross-sold services while resolving billing, product, and complaint enquiries.

Branch Services Manager - MCB Bank Ltd

(2017-09 - 2022-07)

• Managed end-to-end branch operations ensuring full compliance with State Bank of Pakistan (SBP) regulations.
• Supervised AML/KYC compliance, account opening procedures, and regulatory documentation; achieved a Satisfactory Audit Rating in the first audit cycle.
• Maintained 99.99% uptime for onsite and offsite ATM operations.
• Achieved monthly business targets including credit cards, auto loans, and insurance cross-sales.
• Coordinated internal, external, and SBP audits and implemented corrective action plans.

General Banking Officer - MCB Bank Ltd

(2014-10 - 2017-08)

• Managed clearing operations including voucher balancing, control account reconciliation, and RTGS settlements.
• Handled cheque books, ATM cards, intercity clearing, cheque returns, and customer correspondence.
• Processed account openings, closures, and banker cheque issuance.

Operations Officer - Bank Alfalah Ltd

(2011-01 - 2014-09)

• Managed term deposits — issuance, accrual postings, profit payments, and encashments.
• Handled account opening/closing, compliance documentation, clearing coordination, and vendor payments.
• Processed pay orders, demand drafts, call deposit receipts, and branch budget expense controls.

Bachelor of Commerce - Commerce - University of the Punjab (2008)

Intermediate in Commerce - Commerce - Board of Intermediate (2006)

Matriculation - Science - Board of Secondary Education (2004)