Waqar Qadir
@waqarqadir
Contact Centre Associate with 9+ years across customer service, sales, and process leadership.
IndiaWhat I'm looking for
I’m a customer-focused Contact Centre Associate with 9+ years across banking, IPR/immigration, medical tourism, and international/domestic BPO operations. With an MBA (Finance and Marketing), I handle conversations with clarity and confidence—turning customer requests into positive outcomes from the first interaction.
In my current role, I manage multiple live chat sessions, respond to escalated issues, and support order resolution (returns, refunds, gift cards, lost parcels, and missing articles) while maintaining metrics like AHT and NPS. Earlier, I’ve led teams as a Team Leader and Assistant Manager, improved processes, trained admissions/counseling teams on changing visa rules, and supervised IPR workflows—always focused on accurate documentation, fast responses, and measurable performance.
Experience
Work history, roles, and key accomplishments
Contact Centre Associate
Webhelp + Concentrix Pvt Ltd
Aug 2022 - Present (3 years 9 months)
Handled multiple live chat and written customer inquiries for adidas, verifying credentials and guiding customers through online shopping. Managed order issues (returns, refunds, gift cards, lost parcels, missing articles, price match) while meeting AHT and NPS targets.
Team Leader
De-Pioneer Immigration Pvt Ltd
Nov 2019 - Dec 2021 (2 years 1 month)
Led a team by evaluating business processes and implementing improvements for student admissions and counseling. Educated admissions staff on changing student visa rules across Schengen, Far-east, and Central Asian countries, and generated leads via social media while managing weekly/monthly targets.
Senior Sales Executive
Proglogix Pvt Ltd
Feb 2019 - Nov 2019 (9 months)
Managed international patient inquiries via website chat and supported Dubai visit visa leads. Coordinated appointment and quotation questions, followed up through WhatsApp/IMO/Viber/calls, and ensured query response time stayed under 24 hours.
Assistant Manager - Customer Services
Moneticcorp Consultants Pvt Ltd
Feb 2017 - Nov 2018 (1 year 9 months)
Supervised customer service for IPR/trademark workflows, including assigning work to the team and overseeing filing and payment processing. Drafted and filed trademark/IPR applications and objection replies, updated application statuses via emails/calls, and maintained client and Excel records.
Operational Manager
Ibn Zumaie Contracting Establishment
Jan 2015 - Jan 2017 (2 years)
Managed a two-year contractual project by hiring and training staff, allocating resources, and monitoring sub-contractors and staff performance. Maintained construction schedules and safety compliance, and handled accounting transaction processing and reconciliation for completeness and accuracy.
Customer Care & KYC Liaison
HDFC Ltd
Jan 2013 - Dec 2014 (1 year 11 months)
Handled customer interactions and KYC liaison activities for home loan and related products, including outbound KYC verification calls. Reviewed KYC documents, generated loan file numbers and interview sheets, resolved client issues, and sent RCU reports and email updates for pending documentation.
Education
Degrees, certifications, and relevant coursework
Punjab Technical University
Master of Business Administration, Finance and Marketing
Completed an MBA in Finance and Marketing from Punjab Technical University.
University of Kashmir
Bachelor of Arts, Arts
Completed a Bachelor of Arts degree from the University of Kashmir.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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