Curriculum Vitae
Daniyal Ashraf
Manager Operations
Results-driven operations leader with 6+ years of experience across workforce management, quality assurance, CRM optimization, and high-volume customer support environments. Proven track record of improving KPIs, enhancing SLA adherence, reducing inefficiencies, and building structured operational systems that scale.
Measured Impact
+25%
First-Response Resolution
+30%
Team KPI Attainment
-12%
AHT Reduction
+20%
SLA Adherence
-22%
Repeat Complaints
-27%
Critical QA Errors
Experience
Assistant Manager
Tribe Consulting
- Improved productivity by 18% through structured workflow redesign
- Increased KPI attainment by 30% via targeted coaching cycles
- Reduced AHT by 12% while maintaining strict QA compliance
- Managing 100+ person cross-functional operations team
Quality Assurance Executive
Speridian Technologies
- Improved CSAT by 20% through automated QA feedback loops
- Reduced QA score variance by 15% with calibration systems
- Built centralized performance dashboards for real-time visibility
Quality Assurance Executive
e-Telequote Insurance
- Improved service consistency by 18% across omnichannel operations
- Reduced non-adherence by 30% through standardized protocols
Operations & Workforce Analyst
IBEX Global
- Improved SLA adherence by 20% via optimized scheduling
- Maintained 92% CSAT across high-volume support environment
- Built forecasting dashboards reducing planning errors by 25%
Core Competencies
Operations & Management
BPO Operations Management01
Workforce Forecasting & Scheduling02
KPI Engineering03
SOP Development & Process Design04
Quality & Performance
Quality Assurance Systems01
Performance Architecture02
CSAT & SLA Optimization03
Coaching & Training Programs04
Platforms & Tools
Enterprise CRM & CX
SalesforceAvayaGenesys
BI & Analytics
PowerBITableauExcel
Digital Infrastructure
OktaSlackTeamsJiraTrelloGoogle Workspace
Education
Bachelor Study in Computer Science
Virtual University
Interested?
Get in touch directly.