Zarqaish Tariq

Dynamic Customer Experience and Service Operations professional with 6+ years of progressive experience leading customer support operations, service quality initiatives, team development, and business process optimization within fast-paced BPO and corporate environments. Demonstrated success in driving customer satisfaction, improving operational efficiency, managing service delivery, and developing high-performing teams. Experienced in overseeing multi-channel customer support functions, implementing quality frameworks, conducting training programs, and utilizing performance metrics to enhance overall customer experience.

Recognized for strong leadership, stakeholder management, analytical capabilities, and the ability to deliver sustainable improvements across service operations while maintaining exceptional customer satisfaction standards.

Manager Customer Services - FF Steel – Public Limited Company

(2023-11 - 2026-04)

• Led customer service operations and managed service delivery across multiple customer touchpoints while ensuring exceptional customer experience.
• Managed and supervised customer support teams, ensuring achievement of operational goals and service excellence standards.
• Established customer-centric processes and implemented service improvement initiatives to enhance customer satisfaction and operational efficiency.
• Monitored and analyzed KPIs including service levels, customer satisfaction, response times, and issue resolution effectiveness.
• Conducted regular performance reviews, coaching sessions, and employee development initiatives to strengthen team capabilities.
• Managed escalated customer complaints and ensured prompt resolution while maintaining strong customer relationships.
• Collaborated with sales, operations, and cross-functional teams to align customer experience strategies with business objectives.
• Utilized CRM platforms and analytical reporting to identify trends, customer pain points, and opportunities for improvement.
• Developed workforce plans and optimized resource allocation to maximize operational efficiency.
• Produced management reports and insights to support strategic decision-making.

Back-Up Supervisor – Operations - Sybrid Private Limited (A Lakson Group Company)

(2022-11 - 2023-11)

• Supported operational management across government, domestic, and international campaigns.
• Assisted in supervising daily operations and ensuring adherence to service quality standards and SLAs.
• Conducted call monitoring and quality assessments to improve customer interactions and agent effectiveness.
• Managed performance reporting and provided actionable insights to improve operational outcomes.
• Coordinated with internal stakeholders to ensure smooth campaign execution and service excellence.
• Assisted in workforce planning and performance management activities.
• Supported operational delivery across telecom, healthcare, fintech, and public sector projects.
• Contributed to process optimization initiatives and operational improvements.

Service Quality Officer - Sybrid Private Limited (A Lakson Group Company)

(2020-04 - 2022-11)

• Led service quality monitoring initiatives to ensure compliance with customer service standards and operational procedures.
• Conducted quality audits and evaluated customer interactions to identify improvement opportunities.
• Designed quality scorecards and monitoring frameworks to enhance service consistency.
• Delivered training programs and coaching sessions focused on communication skills, customer handling, and service excellence.
• Collaborated with operations teams to implement corrective actions and continuous improvement initiatives.
• Analyzed performance trends and generated quality reports for management review.
• Supported employee development efforts by providing regular feedback and coaching.
• Played a key role in improving overall customer experience and operational efficiency.

Bachelor of Business Administration - BBA - Virtual University of Pakistan (2021 - 2025)

Diploma - Cardiology - Ghazali Institute of Medical Sciences (2017 - 2019)