Muhammad Qasim

Strategic Customer Experience Manager with 15+ years of cross-sector leadership in BPO, call centre, telecom, FMCG, and pharmaceuticals. Consistently recognised by Jazz Telecom and HAIER for delivering measurable improvements in quality, service delivery, and team performance. Expert at building high-impact QA and training frameworks, managing complex multi-project environments, and transforming agent performance into lasting customer loyalty.

Equally well-positioned for Manager Operations, Manager Quality Assurance, Call Centre Manager, and Manager Sales roles across BPO and telecom industries.

QA, Training & Customer Experience Lead - Abacus Consulting - Lahore, Pakistan

(2023-08)

Jazz Business: Helpline · Backend Non-Voice (B2B / B2G / SOHO / SME) · Social Media · Collections · Credit Control

• Achieved and sustained a 98% QA compliance rate across 14 concurrent Jazz Business workstreams, surpassing the client-set target by 3 percentage points.
• Delivered a 40% CSAT uplift through targeted coaching, process redesign, and customer-first policy changes across all project streams.
• Designed and executed Win-Back call campaigns that recovered 28% of dissatisfied customers within a single quarter.
• Reduced average escalation resolution time by 30% by restructuring the Hold & Audit team workflow and introducing daily gap-closure reviews.
• Managed full batch lifecycle for 40+ agents per cycle — onboarding, ID provisioning, stipend files, and graduation reporting.
• Delivered monthly CX performance presentations to Jazz senior leadership, consistently cited for data clarity and actionable insights.

Training & Customer Experience Executive - Abacus Consulting - Lahore, Pakistan

(2022-01 - 2023-07)

HAIER Inbound · Jazz Business Voice & Non-Voice · Jazz Consumer Outbound (NCU, JAT, POFM)

• Designed 6 bespoke training programmes reducing new-hire ramp-up time by 25%, covering Email Etiquette, CX Excellence, HAIER Product, and Jazz B2B & Consumer.
• Earned Best Trainer of the Year from both Abacus Consulting and client HAIER — reflecting a 40% CSAT improvement on the HAIER inbound project.
• Coached underperforming agents through targeted micro-learning sessions, lifting overall team quality scores by 18% within one quarter.
• Completed a CX audit cycle across 3 inbound projects, identifying and remediating 40+ recurring process gaps.

Customer Service Executive — Jazz Business B2B - Abacus Consulting - Lahore, Pakistan

(2020-10 - 2021-12)

• Managed 100+ daily B2B email interactions with a 98% customer satisfaction rating and consistent same-day loop closure.
• Recognised with Outstanding Performance Award by Jazz for zero escalation carry-overs for 3 consecutive months.

Assistant Branch Manager / Operations Manager - KFC – Americana Kuwait Food Co. - Abu Dhabi, UAE

(2020-02 - 2020-06)

• Passed ROCC quality audit above benchmark; managed a 20-person shift team across peak service windows.
• Cut stock waste by 15% through real-time inventory controls and par-level management.

Territory Sales Manager - Innomed Pharmaceuticals Pvt. Ltd. - Lahore, Pakistan

(2017-10 - 2019-01)

• Grew Lahore Division revenue by 20% YoY through strategic territory planning and physician-relationship management.
• Consistently delivered 100%+ of monthly and quarterly sales targets; mentored a 6-member field team.

Assistant Manager & Senior Admission Consultant - Mrzai Group of Companies - Riyadh, Saudi Arabia

(2013-04 - 2017-10)

• Managed international consultancy operations across USA, UK, Canada, NZ, and Europe — 300+ successful admissions annually.
• Received 3× Outstanding Performance Awards; oversaw administration, accounts coordination, and client dispute resolution.

B.Com - Commerce - Punjab University (2010 - 2012)

Intermediate of Commerce - Commerce - Lahore Board (2008 - 2010)

Matriculation in Science - Science - Lahore Board (2006 - 2007)

Computer Training Certificate - Computer Training - Shalimar Institute (2012 - 2012)