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Nazish Iftikhar

@nazishiftikhar

Results-driven Managing Director specializing in call center operations, driving efficiency, revenue growth, and client satisfaction.

Pakistan

Message

What I'm looking for

I seek senior operations leadership in customer service or call center environments where I can drive efficiency, improve KPIs, lead high-performing teams, and strengthen client partnerships in a data-driven, growth-focused organization.

I am a results-driven Managing Director with over 15 years of experience in operations and customer service, focused on leading call center operations for UK clients. I excel at strategic planning, financial management, and building high-performing teams.

I led a large-scale restructuring that reduced operational costs by 23% while maintaining service quality and delivered a 20% improvement in first-call resolution through targeted training and process enhancements. I monitor KPIs closely and use data-driven insights to inform decision-making and reporting.

I build and maintain strong client relationships, manage escalations, and ensure alignment with client expectations while driving initiatives to streamline workflows and adopt technologies that optimize operations. My background includes hands-on experience in teller and administrative roles that strengthened my operational and compliance orientation.

I am passionate about continuous improvement and delivering measurable results that increase customer satisfaction, retention, and revenue growth.

Experience

Work history, roles, and key accomplishments

Current

Managing Director

Current

DBS - BPO

Mar 2020 - Present (5 years 7 months)

Oversee call center operations for UK clients, implementing a restructuring that reduced operational costs by 23% and drove a 20% improvement in first-call resolution while meeting SLAs.

Call Center Operations Strategic Planning Process Improvement Client Relationship Management Team Leadership SLA Management Performance Management

Teller

Allied Bank Limited

Oct 2009 - Feb 2020 (10 years 4 months)

Provided transactional banking services, managed cash transactions and reconciliations, and ensured compliance with security procedures to maintain accurate customer accounts.

Customer Service Account Management Compliance Bank Reconciliation

Associate in Operation

MTBC

Feb 2009 - Oct 2009 (8 months)

Assisted with administrative and medical billing support, performing data entry, client correspondence, and record-keeping to support billing operations.

Data Entry client support Medical Billing Record keeping Administrative Support