Waseem Akram

• Developed and implemented strategic plans to maintain and grow key accounts, enhancing customer satisfaction and loyalty.
• Maintained positive working relationships with retailers and representatives.
• Conducted meetings with clients to discuss their objectives, challenges, and strategies.
• Analyzed market trends, customer feedback, pricing strategies. to recommend changes in product offerings or services.
• Communicated with retailers to provide information on promotions and sales.
• Conducted regular business reviews with key clients to assess product and service performance and identify improvement areas.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

• Generated and published reports detailing results of process, product and department audits and inspections, describing corrective actions required.
• Studied processes and systems using quality tools to analyze production costs, identified non-value-added activities and made process improvement recommendations.
• Coached team members in problem-solving and decision-making skills.
• Maintained accurate records of all inspections, audits and tests conducted by the team.
• Identified trends in customer complaints and developed corrective action plans accordingly.
• Collaborated with other departments on cross-functional teams focused on improving overall product quality.
• Utilized and dynamic communication skills to ensure positive office environment for entire workforce.
• Provided guidance to team members on root cause analysis techniques.
• Coordinated project evaluations, gap analyses, department and project audits and quality improvement action plans.
• Analyzed data from customer feedback surveys to determine areas needing improvement.

· Managing the team of Quality Analysts for technical campaign (Microsoft)

· Helping the operations team to achieve quality metrics for the campaign

· To monitor transactions for Quality purposes and provide regular feedback to the frontline staff

· Monitor the performance of advisors as described in the Quality Guide (Process Doc)

· Coordinating with the client/ops daily for updates and queries

· Coaching/Educating associates after identifying the areas of improvement as well as on techniques to keep the team happy and motivated, thus enhancing productivity

· Manage BQ agents and assist them in improve their performance

· Record/update advisor’s performance using various tools on a daily, weekly and monthly basis

· Create/track/update required quality trackers/reports and publish them on timely basis

· Handle escalations: Address, Create and maintain complaints tracker

· Conduct calibration sessions with Ops team and clients to ensure consistency in process knowledge

· Create reports on Weekly/Monthly basis for management reporting