Umair Malik
About Umair Malik
Umair Malik serves as the Director of Consumer Contact Center at du, where he has worked since 2013. He has a strong background in customer experience management and has successfully implemented projects that significantly improved service efficiency.
Work at du
Umair Malik has held multiple positions at du, a prominent telecommunications company in the United Arab Emirates. He began his tenure in 2008 as Manager Customer Care Quality Assurance, where he worked for four years. In 2012, he advanced to the role of Senior Manager Contact Center Support, serving for one year. Since 2013, he has been the Director Consumer Contact Center, contributing to the company's customer service strategies for over eleven years. His responsibilities include overseeing customer interactions and enhancing service quality.
Education and Expertise
Umair Malik earned a Master of Business Administration (M.B.A.) with a focus on Total Quality Management (TQM) and Marketing from the University of Management and Sciences, studying from 1999 to 2001. Prior to this, he completed a Bachelor's degree in Medical Sciences at Forman Christian College from 1996 to 1998. His educational background supports his expertise in customer experience management and operational efficiency within the telecommunications sector.
Background
Before joining du, Umair Malik worked at Mobilink as a Quality Assurance professional from 2003 to 2005. His career in customer service and operations management spans over two decades, with significant roles in various organizations. He has developed a strong foundation in customer care and quality assurance, which has informed his strategic initiatives in subsequent positions.
Achievements
Umair Malik has successfully implemented several initiatives that have significantly improved customer service operations. Notably, he launched the first 'WhatsApp' support channel in the region for a telecommunications company, enhancing customer engagement. He also established an outbound and telesales function to boost sales and devised a churn control and retention matrix to improve customer retention rates. His collaboration with IT Operations led to the creation of an escalation matrix for handling network complaints, which improved resolution times.