Syed Masood Ibrahim
Lahore District, Punjab, Pakistan-
-
linkedin.com/in/syedmasoodibrahim
Summary
Time is expensive and I give you the best at that time. I have self-taught myself any relevant computer programs
that I felt I'll need to unify my skills. Ability to embrace a fast-paced working environment. Willing to travel abroad.
Strong cross-cultural communication and interpersonal skills. Define approach to contribute global policy on Issues
such as Minor Safety, Hate Speech, Violent Extremism, Bullying and Graphic Content. Experience of managing
and leading small teams including objective setting and performance reviews. Define and execute strategies to
maximize the impact and efficiency of sites' workforce with flexible allocation. Comfortable with large volumes of
data and able to do in-depth data interpretation with SQL. Plan processes for capacity allocation to ensure optimal
resources and manage capacity delivery schedules by using data-driven analysis to model various deployment
scenarios. Extensive background of managing and coordinating large scale projects or products, working closely
with engineering and design teams together with other partner teams to guarantee effective execution of product
plans. Passionate about the Internet industry and short video applications. Ability to lead a multi-site team remotely
on a functional basis Logical thinker and good at trouble-shooting. Proven ability to multi-task with good time
management skills. Flexibility regarding working hours and days. I speak three second languages i.e. Urdu, Hindi,
and Punjabi.
Experience
Manager Customer Service & Ecommerce Operations
HeavenFresh
Aug 2011 - Present (9 years 4 months +)
Responsible for customer service and marketing activities within the company. Manage JET, eBay,
Amazon and FBA activities Analyze the sales pattern based on customer geographic location. Keep a
close eye on opportunities that originate due to a change in the consumer behavior etc. Role out
Performance-based campaigns to engage customers to keep them well informed. Do an Internal audit of
XERO invoices entered by the bookkeeper. Timely and effectively work with stakeholders such as the policy
team, training team, and operational managers to help launch new workflows. Seek improvement
opportunities by delivering analysis on process gaps to help improve the operational management efficiency.
Build positive relationships through on-time delivery of commitments and effective communication with the
leadership team.
I Convert data sets into visually compelling presentations, Resolve site issues, identify user trends, test products,
identify bugs, and work with product teams to resolve various issues. Deliver process/product/policy training in
classroom and/or online environment. Help to develop and deliver training courses for different
trainees/markets/products. Identify and assess the training needs of the team to bridge any process/policy gaps for
better performance and understanding the policy. Participate/lead policy briefings to ensure any changes are
consistent and in line with local cultural, socio, geographical and political conditions. Work with the business team to
achieve top performance, including group coaching, bottom performer’s identification, and training.
Syed Masood Ibrahim - page 1
Implementation Consultant
Invitra Technologies
Mar 2016 - Feb 2018 (2 years)
Invitra Technologies are solution partners for NetSuite within Asia. For projects in Pakistan, I act as an
implementation and support consultant for their clients on a freelance basis. Assist them with gathering requirements
and perform functional analysis. Perform weekly project reporting on Excel for clients. Collaborate with crossfunctional partners i.e. content policy, product management, data analytics, operations, engineering, and algorithm
to identify, assess and resolve related issues in our products.
Tasks were to logically think on a product enhancement request analyze and induct it into the product development
plan. My role was to locate accurately the type and priority of users' problems. Investigate reported incidents across
multiple channels. Provide foresight into various vulnerabilities in scenarios such as video, comments, follow/like,
accounts, etc. through qualitative and quantitative approaches. It required the ability to adapt communication and
working style to a wide variety of personalities and situations in global sites.
AM Client Services
i2c Inc.
Sep 2007 - Aug 2011 (4 years)
Worked in a team of 80 client services, 7 supervisors and 4 quality assurance agents. Supervise a
large team user operations specialists. Take responsibility for mentoring, coaching, and guiding the
career development of the team. Did system analysis and beta testing for Intello, their in house CRM
solution. Established a centralized FAQ document called "DCFC" and enabled CTI for our in-house
IVR solution. Communicated with all the departments and made sure that we are delivering on time
for various projects as per customer on-boarding schedule. I also performed system analysis and
coordinated the development of the in-house analytics and billing platform.
Conducted training's for the departments involved and for clients on various card programs and
instances. Assisted HR in implementing an incentive structure of over a 5 million for my team
On a monthly basis. I regularly performed analysis and generate change requests for all the applications
and coordinated with PMO to have them developed in house.
Performed beta testing for instances that were ready to be deployed on production, attended conference
calls on behalf of the company with the clients with a strong focus to up-sell our services. Played a vital
role in launching a prepaid MasterCard program for Western Union & BanCorp. I played a key role in
hiring, training and making a DR site in panama live for i2c Inc. I was responsible to represent QA Ops in
our monthly QA calls with the clients and VP's. I was also responsible to maintain the SLA's that were
requested to be met by the financial institutions and reported directly to the CEO in that regards.
Operations Supervisor
IBEX
Nov 2005 - Sep 2007 (1 year 11 months)
Worked for them as Operations Supervisor handling Inbound & Outbound operations for Reese
Teleservices and went to Philippines for management training for 3 weeks, I used to Manage a team of
TSR's. Meet Production target of the team communicated by the Account Manager. Be available to the
agents for the effectiveness of team's operations. Manage by walking around. Be visible to answer
questions. Motivate and encourage agents through positive communication and feedback. Help agents
meeting their daily target.
Syed Masood Ibrahim - page 2
Cooperate with headquarter to manage the local team and achieve the project target. Communicate
with BPO to help launch various projects. Disseminate product information and new trends in the
research to the agents. Introduce new staff members (If there is any). Communicate target deadlines
and form strategies. Follow up closely with BPO progress and proactively detect potential risks,
prepare and complete action plans, to ensure and maintain moderation quality. Maintains and
improves operations quality and management by cooperating with vendors; identifying and resolving
problems; managing system and process improvement and quality assurance programs; installing
upgrades. Acting as a bridge in helping stakeholders better navigate the principles, priorities and
operations, including vendors and overseas sites.
Operations Manager
TransData
Mar 2004 - Apr 2005 (1 year 2 months)
Leading a team of 50 services agents and technical support engineers. BPO functioning and quality
management analysis reporting. Dealing directly with the US client and generating business leads for
new accounts. Successfully achieved two new accounts for the company and supervised them singlehandedly. Launching and establishing a Quality Assurance Department. Defining Quality Management
processes and Quality Control criteria. Monitoring services provided for 6 main projects which include
Inbound Customer Support and Live Chat Support. Designing and Compiling of all Quality related
reports, including Call Quality Monitoring Reports, Call Centre Quality manual, Agent Performance
Appraisal Reports. Recruitment of new QA agents/CSR’s, regular employee performance appraisal
based on the quality criteria defined by the Client Company. Leading the company towards ISO
certification.
Sales Supervisor Blue Hippo
Ovex Technologies Pakistan (Pvt.) Ltd.
Aug 2002 - Feb 2004 (1 year 7 months)
Supervising & assisting a team of 30 TSR’s
Daily Sales Review with my team, in the beginning of the day.
Development of new Strategies and constant feedback sessions with my team.
Operations responsibilities: Scheduling TSR shifts breaks and establishing floor polices.
Daily/Weekly report submission:
Due to my constant motivation and feedback, my team has been capable of increasing sales at a rate of
10% per day. Reports compiled and submitted by myself include Daily Individual Sales Report and WeeklyBiweekly Sales Report. Compilation of Monthly Sales Conversion Report for every TSR, to calculate and
finalize their Sales commissions. Taking escalated calls and successfully reaching call resolution with the
customer. Quality monitoring and management, including weekly calibration sessions with the Quality
Assurance team.
TRAINING:
Conduct interviews for the recruitment of new CSR’s.
Single-handedly, carry out training of each batch of new CSR’s.
Syed Masood Ibrahim - page 3
Education
Beaconhouse Informatics
2000 - 2004
Garrison Science Degree College
Higher Secondary School Education, Fsc (Pre-Engineering)
1998 - 2000
Laurel Bank Public School
Secondary School, G Science
1993 - 1998
Saudi Arabian International School
Schooling, G Science
1988 - 1992
Skills
Operations Management • eCommerce • Customer Experience • Call Centers • Customer Service •
Strategy • Project Management • Outsourcing • Content Moderation • Product Trainer • BPO • Excel •
SQL • Quality Assurance • Incident Management • Q&A • UGC
Syed Masood Ibrahim - page 4
