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Mohsin Ghani

Mohsin Ghani

Contact Center Supervisor



Contact Center Supervisor - Business Process Outsource at Arwen Tech



Contact Center Supervisor

Orient Energy Systems is one of the leading multinational engineering company distributing internationally recognized power generation and industrial solutions and services. The Call Center Services is offering to the customers is 24/7. Customers call the helpline and dedicated team launched complains via online CRM. As complain established dedicated technical team visit the customer home and after the resolution they have to inform call center team to close complain.

Career medium 05
Career medium 05

Engro Corp

Contact Center Supervisor

Engro Fertilizers Limited is a wholly owned subsidiary of Engro Corporation and a renowned name in Pakistan’s fertilizer industry. Engro holds a vast, nationwide production and marketing infrastructure and produces leading fertilizer brands optimized for local cultivation needs and demand. Engro is also a leading importer and seller of Phosphate products, which are marketed extensively across Pakistan as phosphate fertilizers. The project involves establishment of helpline support for all dealers across the country. This will provide dealers with the confidence to share their problems and complaints with the concerned department. The same project will also be extended to farmer level after successful execution at dealer's level.


Novartis Pharma Pakistan Private Limited

Supervisor NCARE

NCARE Center the outsource division of Novartis Pharma Pakistan Limited is offering to patient get information from communication material and calls for advice and counseling through qualified Doctor. This system also fixes the appointment with consultants and consultants prescribed NOVARTIS medicine and Patient calls NCARE Toll Free Number all over Pakistan. It is also offering their patients a free product home delivery services with 15% to 25% discount.

Career medium 02
Career medium 04

Reckitt Benckiser


0800-VCARE provides customer services and receives complaints & suggestions from consumers regarding the products DETTOL soap, DETTOL solutions, HARPIC & MORTIEN. It also registers the consumers in a database so that they can be informed of future promotions and schemes. It makes outbound calls in order to obtain consumer feedback regarding the promotions, schemes & activity.


Castrol Pakistan Private Limited

SUPERVISOR Contact Center

The Castrol Rewards Management System has been successfully operating since May 2008. RMS automates the processes of rewards management, sales recording and redemption for the Castrol Champion campaign of Castrol Pakistan. The campaign is targeted towards the retailers and whole sellers. It is aimed at initiating a loyalty program for them through which they can earn points against the sales. In turn they can also redeem these points against the rewards. This whole system with an integrated module for call centre support has been developed in the implemented solution.

Career medium 06
Career medium 02



PFIZER-DIREC the outsource division of PFIZER Pakistan Limited is offering their patients a free product Home delivery services as well as an advisory services for an anti-smoking campaign through First ever call center outsourcing in pharmaceuticals industry of Pakistan to promote customer loyalty. Pfizer’s Call Centre providing services 9.30 AM to 5.30 PM and 6 days a week customers can call at their Toll Free Number from Karachi, Lahore, Rawalpindi, Islamabad & Faisalabad and inform operators about product and contact details as well as free advisory services for those who wants to quit the smoking. Qualified Clinical Psychologist help those patients those who wants to quit the smoking. PFIZER block buster medicine LIPITOR and CHANTIX offers through this help line. Once they confirm an order, Area distributor contacts them and delivers the product at their home within 48 hours.


Arwen Tech

Contact Center Supervisor - Business Process Outsource

Career medium 04

Arwen Tech

Contact Center Supervisor - BPO Division

Arwen Tech Pvt. Ltd. is a global enterprise solutions company, providing customers with integrated enterprise to improve solution to improve their business performance.

Support in the capacity of Customer Services to Multinational Customers and Clients like British American Tobacco, Chevron, Castrol, Novartis Pharmaceutical, Pfizer Pharmaceutical, City District Government Karachi, Reckitt Benckiser, Orient Energy Systems, and Engro Corporation.

Develop, maintain and produce all required reporting for the contact center at the enterprise, site, team and individual associate level on a daily, weekly, monthly and ad hoc basis. Measure, evaluate and analyze employee skills and schedules in order to maximize performance of the contact center team. Report performance trends to management. Quantitatively evaluate and recommend action plans based on all contact center reporting/analysis in order to enhance the customer experience and drive operational efficiencies.

Collates and analyses data relating to volume of inbound calls. Trends historical data according to volume of call traffic against day in the week, holidays etc. Formulate recommendations for achieving productivity goals according to the findings and present them to management.

Motivate and encourage agents through positive communication and feedback.

Positively affects the entirely of the team's operations and builds a quality call center culture.

Responsible for maintain scheduling, time cards and related reports.

Develop the SOP’s as per client requirement and implement in the Call Center Business.


City District Government Karachi

Supervisor 1339

CDGK 1339 is an outsource division of City District Government Karachi. A system that will act as interface between the citizens and government a trust-able platform by which citizens will be able to register their complaints effectively, the system that will not only register the complaints but will also gives a feedback on the status of the complaint. The feedback system will allow citizens to track their complaints to that information about the status of their complaints whether entertained or not, as well as the reasons for delay in rectification of their problems. In this system, Citizen Complaint Information Centers (CCIC) has been established at all CDGK sites (18 town offices and KBCA, KW&SB and CDGK, Civic Center).

Career medium 01
Career medium 03

British American Tobacco

Supervisor Call Center - Pakistan

Inbound Customer Services, Database Validation Through Outbound, Data Entry.

Job Description
• Handled the promotions via SMS, Email and courier services
• Directly reporting to promotions feedback to Brand Manager and Key Account Executives
• Reported the consumer complains to Area Manager


Chevron Pakistan Private Limited

SUPERVISOR 0800-12122

Chevron Pakistan Limited 0800 – 12122. Order taking and preparation of sales orders in SAP PC8, Account information to customers, and General information to customers related to product and services. Management of SMS counterfeit systems, Tracking of shipments from depots through SAP PC8, Co-ordination with terminals when necessary fro expeditious delivery to customer, Managing maintenance queries and forwarding them to the respective maintenance staff

Career medium 04
Career medium 01

Adamson Institute of Business Administration and Technology

IT Coordinator

• Responsible to Manage Virtual University of Pakistan as a Private Sector Partner to successfully conduct the course of BCS, Marketing & Advertisement, Seminar & Exhibitions. Successfully conduct the Online Mid Term and Final Term Examination through Virtual University of Pakistan.
• Also Responsible to the External Examination Invigilator
• Responsible various reports present in MSOffice
• Students Transcript, Students Admission, Fees Collection & Recoveries, Attendance Sheet, Teachers Performance, Time Table, Presentation Slides
• Responsible for Desktop Solutions, Servers (PDC&BDC) and Networking
• Installation, Configuration and Trouble Shooting of all kinds of Operating System, Supported Software and Hardware
• Maintaining 50 nodes running under Windows 98, NT & 2000
• Internet Connection Sharing with Proxy and other software
• Reporting to Director / Chairman


Union College of Computer Science

IT Incharge

• Responsible for total computer department, department budgeting, improvement of courses, staff management, administration Also responsible to managing exhibitions and seminars, Direct reporting to Managing Director
• Designed & installed structured cabling in star topology with hub and switches
• Installed Windows 2000 & NT Server with Windows 98 & Windows NT clients
• Installation and configuration of various optional cards and upgrades
• Installation of operating systems including Windows 95/98 and other peripherals such as printers, scanners & hubs
• Connection and configuration of SCSI disk drives and interfaces such as tape drive, CD-Writer and video
• Troubleshooting of IRQ and DMA allocations, addresses and memory location
• Designed, developed and implemented software entitled “UCCS Admission Department”, in Microsoft Access

Career medium 01
Career medium 02

College of Digital Sciences

Computer Lab Incharge

• Designed & installed structured bus and star topology with hub
• Designed, installed an integrated network for Unix, Novell NetWare, Windows 95 & Windows NT 3.5
• Maintained User Accounts at Novell Netware
• Unix Installation and Network with the help of TCP/IP at Novell Netware
• Installation of Software's Windows 3.1, MSOffice 4.3, ORACLE + Dev 2000, at Novell Netware Environment



MBA, Marketing

Karachi University

Bachelor, Commerce


International Diploma, Computer Studies