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Shafi Ullah Khawar | Personal Profile
Self motivated and dedicated banking professional with an experience of 9+ years and track record of achieving consistent and dynamic results. Key areas of expertise are:
• High level experience in Contact Centers, IVR, Client Services/Customer Services, Channel Management, Performance Management, Process re-engineering Area, MIS, Operational Risk, Partner Management, Quality Assurance, I.T. Help Desk and Incident Management.
• Developed concepts & tools of Workforce Management, Workforce Optimization, Capacity Planning, Staffing, Performance Management and various other Analytics
• Sales through Service module which transforms cost centre into revenue generation centre (Designed and Implemented)
• Preparation of SLA’s, DOI and other operational documents.
• Performance Management of Alternate Channels including ATM, CDM, CDK, SMS and Online Banking.
• Designed and Implement IVR call flows and call tree - GVP IVR (Genesys Voice Platform)
• Contact Centre technology transformation project Management.