1. ZUBAIR ISHAQUE
53-B Extension Scheme
New Satellite Town
Bahawalpur- Pakistan
Home: +92-622-81020
Cell: +92-3142929029
DOB:12 Sep, 1983
zubair.ishaque@zong.com.pk
zubair.izhaque@gmail.com
 Dedicated Customer Services Manager with 9 years of experience in ZONG CMPak Ltd, Warid Telecom, Telenor
Pakistan & Synergy BPO. Consistently achieved record-high customer satisfaction rankings, improvements to the
bottom line, turnaround of underperforming operations & highest sales nationwide.
 Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer
service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security,
quality and operations policies.
Areas of Expertise
Customer Services Management
Complaint Handling & Resolution
Retail Operations Management
Customer Satisfaction Enhancement
Front-End Supervision
Sales & Margin Improvement
Teambuilding & Training
Cost-Reduction Strategies
New Ideas & Innovations
Professional Experience
ZONG CMPak Limited — Lahore
Regional Manager CI Customer Services, 04/15 – Continued
RESPONSIBILITIES:
 Sales targets achievement and monitoring for Central I Region
 Central I CSC’s ambiance, management and aesthetic controls
 Product and process knowledge update assurance
 Mystery/surprise visits adherence – pro-active measures
 Central I CSC’s Operations Handling and contingency development
 Employee Turnover control
ACHIEVEMENTS:
 Ensured successful Launch of first Mobile Handset Zone at any customer Services
Centre with Muller & Phipps
ZONG CMPak Limited — Lahore
Customer Services Manager, 01/14 – 03/15
RESPONSIBILITIES:
 Sales targets achievement and monitoring
 CSC ambiance, management and aesthetic controls
 Product and process knowledge update assurance
 Mystery/surprise visits adherence – pro-active measures
 Operations Handling and contingency development
 Employee Turnover control

2. ACHIEVEMENTS:
 Won the “Star Performer” Award for year 2014 in Customer Services Nationwide.
 Won the “Services Champion of the Month Award” in October & rated as the best Manager Nationwide.
 Won the “Services Champion of the Month Award” in July & rated as the best Manager Nationwide.
 Won the “Sales Champion of the Month Award” in June 2014 & rated as the best Manager Nationwide.
 Won the “Champion of the Month Award” award in the month of May 2014 for achieving highest KPI Nationwide.
 Introduced “E-CSAF” for Postpaid which was implemented Nationwide.
 Designed a campaign which was later implemented & benefited whole CI Region in achieving Q1 & Q2 Prepaid & MNP
targets.
 Designed a Handset MNP Campaign which is under process to over achieve the Targets for Q3 & Q4.
ZONG CMPak Limited — Sargodha
Customer Services Manager, 09/11 – 01/14
RESPONSIBILITIES:
 Sales targets achievement and monitoring
 CSC ambiance, management and aesthetic controls
 Product and process knowledge update assurance
 Mystery/surprise visits adherence – pro-active measures
 Operations Handling and contingency development
 Employee Turnover control
ACHIEVEMENTS:
 Won the “Keep Spending Keep Winning” campaign and raised the standards for Sargodha CSC.
 Won the “Champion of the Month Award” in February 2013 & rated as the best Manager Nationwide.
 Introduced completely new innovation with Product Paper of “Door Step Officer” in supervision of Customer Services
Centers to target the local community & directly to impact low walk-in Centers.
 Initially designed the “Contractual Staff Grading System” which is implemented in Customer Services center
nationwide from July 2013.
 Won “Sales Champion Award” for the month of July 2013 on achieving highest Sales Nationwide.
ZONG CMPak Limited — Bahawalpur
Customer Services Manager, 7/09 to 11/10
RESPONSIBILITIES:
 Sales targets achievement and monitoring
 CSC ambiance, management and aesthetic controls
 Product and process knowledge update assurance
 Mystery/surprise visits adherence – pro-active measures
 Operations Handling and contingency development
 Employee Turnover control
CONSISTENT PERFORMER:
 Produced 4 consecutive months in “Best Quality Services” from Aug-09 to Nov-09.

3.  Brought corporate client “CELEROS Solutions” on board.
61 new postpaid connections were sold and total bill payments of 3 million were collected in 17 months.
 Rendered a new idea regarding Tariff Plan Structure to the higher management which was launched with the name of
“M9”.
 Benefited the Company (on the whole) with an idea of re-generation of NPRs having rejected in the year under the
“MNP New Subscription” clause and had exceeded the 60 days. Implementation enabled the exceptional return as
42,000 odd successful acquisitions in MNP category were realized.
ACHIEVEMENTS:
 Earned “ZONGER of the Month Award – April 2010” under the light of achieving Highest Sales Targets & Best
Quality Services Nationwide.
 Secured “Quality Customer Services Award – Year 2010” for competitive quality services nationwide.
 Recorded highest sales and achieved “Top Customer Service Center Award – 2010” AN EXTRA MILE
 Managed to organize a cricket tournament named “ZONG Cricket Challenge - 2010” and embossed that as first
mega event for ZONG that served high word of mouth and revenue throughout the district.
 To enlarge the brand visibility and to en-cash the flavor of the previous event, second historical festivity was
manufactured as “Car Show” that surpassed the revenue stats and added 40% increase in sales.
TELENOR PAKISTAN — Bahawalpur
Corporate Sales Officer, 6/09 to 7/09
RESPONSIBILITIES:
 Corporate Sales Targets achievement - Timely
 After Sales Services – Customers’ Issues and Resolutions
 Informed and Walk-in Corporate visits
 Market/Industrial Intelligence
ACHIEVEMENTS:
 Immediate success (3rd day of joining) completed the targets by turning Punjab College to Telenor Corporate Client
column.
 Ensured 100 Postpaid Connection sales to Islamia University Bahawalpur
WARID TELECOM — Lahore & Bahawalpur
In-house Sales Executive, 3/08 to 6/09
Customer Service Representative (Call Center), 5/07 to 3/08
RESPONSIBILITIES:
 Sales Targets achievement - Timely
 After Sales Services – Customers’ Issues and Resolutions
 Informed and Walk-in Corporate visits
 Market/Industrial Intelligence
 Product and process knowledge update assurance
 To provide customers with product and service information
 Achieved performance objectives in all areas consistently
ACHIEVEMENTS:
 Rated as the best In-house Sales Executive Nationwide by achieving Sales Targets more than 100%.
 Almost 900 postpaid connections and 3000 prepaid connections were sold with the minimum churn ratio of 4%
and 11% respectively.

4.  By leading the Corporate Sales on boarded 33 Frontier Regiment, 323 Intelligence Battalion, Sunset Golf Club & Naval
Rehabilitation Organization etc.
 Due to these Corporate Deals total billing of almost 5 million were paid by the valued customers during this period.
 Introduced “SALES LEAD” mechanism due to which many golden & silver numbers were sold nationwide.
 3 Times awarded “Employee of the Month” in 1 year at Lahore Call Center.
 2 Call of the Week & 1 Call of the Fame winner in Call Center Lahore.
SYNERGY BPO — Lahore
CSO, 8/05 to 4/07
RESPONSIBILITIES:
 Contact businesses or private individuals by phone
 Maintenance of customer/potential customer data bases
 Generate business through follow up
 Maintain records of telephonic interactions, orders and accounts
ACHIEVEMENTS:
 As an outbound CSR sold 31 Dish TV in a short span of 2 months.
 After being promoted to Supervisor efficiently supervised the floor in the night shifts.
Education and Training:
MBA Executive (Continued)
Allama Iqbal Open University
Trainings:
 QUALITY TRAINING WORKSHOP FOR COMMUNICATION SKILLS in May 2007 at Contact center Lahore.
 RESOURCE DEVELOPMENT TRAINING in November 2007 at Contact Center Lahore.
 PRESENTATION SKILLS Training in January 2008 at Contact Center Lahore by HR.
 TEAM QUEST Workshop in August 2009 in Islamabad by Center for Management Development.
 6 Sigma Training at Zong Regional Office Lahore
References:
Talha Ijaz
Zonal Manager Franchise Operations Ufone
+923142820012