The guru of Services Drafts Addinn Khan ?Resource Planning ?Reporting ?Operations ?Business Development and Management ?Analysis ?CRM ?MS Office ?WFM ?Marketing ?Contracts ?Project Management ?Outsourcing Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies, defining user requirements, establishing technical specifications, productivity, quality, and customer-service standards; contributing information and ANALYSIS to organizational strategic plans and reviews.? Developed new call center for Ministry of Housing starting with 25 agents, hired, Trained 80 more employees in 5 days on urgent basis after the launch, with the HR team, to minimize AWT/AHT/Abandoned % and to achieve daily SLA’s. Achieved 99.9% SLA as per the requirements of the Ministry.? Initiated outbound team & Helpdesk which looks after citizen complaints and calls back with a solution, WFM team for forecasting schedules, Quality Assurance team to evaluate agent’s quality and behavior with callers.? Designed training, policies and procedures on monthly bonuses for agents, and rules & regulations for agents to achieve the required productivity and quality. Also for low performers to boost their potential in achieving daily Productivity and quality for daily/monthly/quarterly/yearly SLA achievements.? Overview Payroll for CC employees, Introduced shift swapping options between agents, Excuse for flexibility and to minimize retention.? Pre-studies, Presentations, Proposals for Ministry of Education, Health, Social Affairs and Ministry of Tourism with offering better solutions for its citizen.? Developed/Designed CRM for Ministry of Social Affairs with procedures by collecting the data and looking at calls trend for type of complaints, Enquiries, Suggestions. As some complaints were needed to be solved in 3 minutes of time.? Evaluating market Competitors, their way of business and coming up with unique ideas & best practices to be always better in terms of quality & productivity to approach new clients.