Rizwan Abbas

Senior Customer Service & Operations Leader with 12+ years of progressive experience managing both in-office and remote teams across customer service, process automation, and multi-channel support. Proven record of boosting customer satisfaction to 98%, cutting resolution times by 30%, and improving retention by 15% through CRM enhancements, AI-driven automation, and data analytics (Power BI, ChatGPT-assisted reporting). Skilled in overseeing multi-location and work-from-home teams, delivering seamless service across inbound, outbound, operations, chat, email, and social platforms, and driving operational improvements that directly impact revenue growth.

Senior Manager, Customer Services | Product Analyst & Automation Strategist at Master Group of Industries (2014-01 – Present)

Lead customer service operations across multiple channels and teams

• Lead 5+ in-office, outstation, and remote/WFH customer service teams handling inbound/outbound calls, operations, live chat, email, and social platforms (Meta, Instagram, WhatsApp), introducing standardized escalation protocols and response templates that improved customer retention by 15%.
• Oversee quality of all communication channels, leveraging performance analytics dashboards (Power BI, internal reporting tools) to identify training gaps and deliver targeted coaching to both on-site and remote teams, boosting agent efficiency by 10%.
• Design and enforce comprehensive quality evaluation guidelines based on industry benchmarks, introducing stricter response-time metrics that reduced customer complaints by 20% while maintaining a 95% NPS.
• Conduct regular skills gap analysis and implement CRM enhancements, including automated ticket tracking and reporting using ChatGPT-assisted workflows, streamlining issue resolutions and increasing NPS by 5 points.
• Spearhead automation of ticketing workflows by integrating AI-driven tools (e.g., chatbot-assisted first responses), reducing resolution times by 30% and improving case prioritization accuracy.
• Maintain 98% customer satisfaction by proactively resolving issues before escalation through real-time tracking in Power BI and CRM systems, ensuring consistent performance across geographically dispersed teams.
• Direct and train service teams to collaborate with Door-to-Door and e-commerce sales units, driving cross-selling initiatives that boosted sales target achievement by 20%.
• Lead cross-functional teams (QC, production, logistics), implementing a structured issue escalation matrix that improved communication flow and enabled 95% of complaints to be resolved within 48 hours.
• Introduce cross-team collaboration tools (Microsoft Teams, Trello) to streamline communication between remote and office-based staff, achieving a 98% first-contact resolution rate for customer queries.
• Compile and present monthly analytical reports using CRM data, Power BI, and ChatGPT-generated summaries for senior leadership, addressing customer feedback trends and driving 10% operational process improvements.

Sales Executive at Raja Jee Associates (2013-01 – 2014-12)

Real estate sales and market analysis

• Researched and analysed real estate market trends using property listing databases and local market reports, optimizing inventory management to increase property inquiries by 10%.
• Negotiated and closed 10+ high-value property deals worth PKR [X million] by leveraging market data and personalized client proposals, driving a 15% increase in quarterly revenue.
• Promoted property listings via online platforms (Zameen.com, OLX) and print media, executing targeted digital ad campaigns that generated a 25% increase in customer inquiries.

Property Consultant at Chohan Estate (2012-01 – 2013-12)

Property consultation and client relationship management

• Analysed client requirements and tailored property recommendations using competitive market analysis and property valuation tools, achieving a 20% conversion rate from inquiries to closed deals.
• Created and managed property advertisements on real estate websites (Zameen.com, OLX), social media, and print media, boosting property visibility by 30%.
• Engaged and advised walk-in clients, matching them with suitable listings and managing follow-ups, improving client satisfaction scores and accelerating deal closures.
• Welcomed and guided 100+ visitors monthly, coordinating between clients and consultants to expedite property viewings and accelerate sales discussions.

Tele Sales Representative (Part-Time) at Margo Securities (2012-01 – 2012-12)

Investment security sales and client relationship management

• Sold investment security options (equities, mutual funds) to 20+ clients monthly through targeted cold-calling and consultative sales strategies, contributing to a 12% increase in overall sales revenue.
• Managed relationships with international clients across multiple time zones, improving retention by 15% through customized follow-ups and timely responses via Salesforce CRM.
• Oversaw full sales cycle from lead qualification to deal closure, leveraging Salesforce CRM to ensure 100% compliance with documentation and on-time transaction completion.

MBA in Management – Virtual University (2018-01 – 2020-12)

BA – University of the Punjab (2012-01 – 2014-12)

Intermediate in Pre-Engineering – BISE Lahore (2010-01 – 2012-12)

Matriculation in Science – BISE Lahore (2008-01 – 2010-12)