Open to opportunities

Hafiz Umar

@hafizumar

I am an experienced Quality & Training Manager driving operational excellence and employee development in global BPO CX teams.

Pakistan

Message

What I'm looking for

I am seeking a leadership role in Quality, Training, or CX where I can drive operational excellence, scale onboarding and coaching programs, and collaborate cross-functionally to improve customer outcomes.

I am a Quality & Training Manager with 10+ years leading high-volume BPO and customer experience operations for global platforms including ride-hail and food delivery. I have led teams of 25+ trainers and QA specialists, implemented quality frameworks that improved NPS, CSAT, and AHT, and managed onboarding and training programs for 500+ FTE projects.

I specialize in designing onboarding, nesting, upskilling, and refresher curricula, driving root-cause analysis and continuous improvement, and coordinating with stakeholders to integrate SOPs and performance dashboards. I bring hands-on expertise with Zendesk, Playvox, Jira/Confluence, Salesforce, and multiple CRMs, and I focus on building collaborative learning cultures that boost productivity and service quality.

Experience

Work history, roles, and key accomplishments

Current

Quality & Training Manager

Current

Careem

May 2021 - Present (4 years 4 months)

Spearhead Quality & Training for a 500+ FTE Careem project, managing 25 trainers and QA specialists to improve NPS and CSAT and reduce AHT through quality frameworks and calibrations.

Quality Assurance Training Development Coaching Zendesk Playvox Jira CSAT SLA Management

Record Owner & Onboarding Specialist

Uber Eats

May 2020 - May 2021 (1 year)

Oversaw end-to-end onboarding of restaurants across UKI and EU, driving process automation and maintaining high onboarding SLAs to improve time-to-live and launch quality.

Onboarding Salesforce Jira Process Automation Stakeholder Management SLA Management

Menu Approver & Chat Support

Uber Eats

Mar 2019 - May 2020 (1 year 2 months)

Configured and published restaurant menus, pricing and modifiers for UKI & Europe, resolved partner and driver issues via chat, and trained new employees to raise team performance.

Content Publishing CRM Chat Support Training QA Customer Service

Customer Support Executive

Uber

Nov 2018 - Feb 2019 (3 months)

Delivered rider and driver support across Sub-Saharan Africa, maintaining high customer satisfaction by resolving queries, operational issues and escalations promptly.

Customer Support CRM Troubleshooting Cross Cultural Communication Escalation Management CSAT

Customer Support Executive

Careem

Oct 2016 - Nov 2018 (2 years 1 month)

Handled high-volume support for Careem riders and captains, identifying and resolving issues efficiently and receiving multiple performance appreciation awards.

Zendesk Customer Support QA CSAT Knowledge Base

Customer Service Supervisor

Mindbridge

Dec 2013 - Sep 2016 (2 years 9 months)

Supervised telecom support teams for Sprint, AT&T and Jolt Mobile, improving quality score from 90% to 96.25% and reducing resolution time via knowledge base initiatives.

Team Leadership Telecom Knowledge Base Excel CSAT Process Improvement

Franchise Manager

Papa John's

Apr 2010 - Sep 2013 (3 years 5 months)

Directed daily franchise operations in Salisbury, leading staff training, compliance and hygiene audits, and improving sales forecasting and operational efficiency.

Staff Training Inventory Management Scheduling

Assistant Accountant

Abdul Ghani Hospital

Dec 2008 - Dec 2009 (1 year)

Managed bookkeeping, payroll, A/R and A/P, and reduced receivables through vendor communication while supporting timely month-end and year-end close reporting.

Accounting Payroll A&R A&P Bank Reconciliation Financial Reporting