o    Visits the market daily to conduct spot checks/retail audits on stock availability
o    Start managing the franchise on daily basis ensuring visibility of daily reports shared by the Area Manager while carrying out strong franchise follow up
o    Ensures Retail & Distribution network development - by engaging Franchise staff & DO
o    Focuses on Enablers; BVS Activation; EVC (Agent to Agent serving); Market Float management (2.3 days); DO service levels (daily basis 50%); Recharge (Jazz Load & Scratch cards) Non-Performers to be less than 5% (ensure DO follows up with non performing retailer); Follow up with DO to ensure minimum balance Retailers are less than 5%
o    Along with the Enablers focus on achieving Target KPIs: Recharge; Gross Ads (pre & postpaid); JazzCash (DR, Cash-In & M-Wallet); MBB (Data Devices); Active Retail Base (EVC; BVS Devices; & JazzCash Retail Base) Devise plans to increase the sales of handsets, Wi-Fi devices, remittances and postpaid numbers
o    Focuses on optimal utilization of Trade Marketing
o    Focuses on channel foot print expansion and improvement in KPIs (minimum balance, retailer servicing for JazzCash and Voice)
o    Works on Territory Integrity & Infringement Control

Works closely with the franchisee staff to understand the franchise dynamics for improved stakeholder management
Improve customer experience management at the franchise level by creating a roadmap for franchise team development and system improvement.
Handle all types of customer services at franchises and supports Franchise staff in ensuring timely customers' queries resolution
Arrange training for all franchise staff to ensure customer service excellence
Maintain good ambiance at franchises by improving franchise team outlook for an overall conducive environment
Coordinate with Manager Franchise Servicing for system improvement and proactive resolution of queries through standardization.
Audit the customer journey at the franchise to simplify and streamline the process for improved customer satisfaction
Manage franchise and Customer channel by motivating and counseling the concerned stakeholders as per the profitability model

Responsible to provide daily, weekly & monthly performance Report of South Experience Centers.
Responsible to achieve monthly Postpaid, Prepaid, MNP, Handset and WiFi device Sales Targets.
Handle operational activities over customer care service & sale counters.
Manage walk-in customers according to the assigned counter or assigned role.
Updated on all current policies, procedures, promotions, products and up sell value added services offered by the company.
Take ownership and ensure timely resolution of customer complaints.
Coordinate and follow-up with multiple stake holders for issue resolution.
Ensure proper behavior/discipline/grooming/punctuality as per the requirements and image of the company.
Provide feedback to supervisors on important issues/problems sites by the customers to ensure customer retention.
Perform responsibilities on rotational as assigned by the Manager Commercial Experience.
Worked as a Team Coordinator and also worked as Manager’s Coordinator, Team Leader and as an acting Business Center Manager in absence of Manager.
Achieved Three Times Best Performance Quarter Award By Director Customer Services.
Achieved Silent Warrior Award By President  & C.E.O Of Jazz In Annual Award Ceremony.
Achieved two times nationwide VAS up selling reward.
Reporting to Business Centre Manager.

Promoted to Regional Franchise Coordinator and looking after the regional reporting and backend issues of sales and service channels of South II-IV region that is entire Sindh and partially Punjab, except Karachi. Channels include 3 Business Centers, 62 Franchises, 1000+ Retail outlets and a team of 06 Zonal Customer Care Managers.
Maintaining year to date analysis report (Zone Wise) of Franchise Support. Customer satisfaction survey, RAM, Bi- Monthly Quiz, Mystery Shopping.
Regional POC of Biometric process, Siebel installation, Trouble shooting, CFL & Device installation.
Monitor and coordinate with CC PMO regarding network related issues for the region and compilation of Network Testing survey report.
Ensure appropriate number of SIMs at all Franchises of the Region.
Coordinate with other departments (Sale and Support Centers etc) for follow-ups.
Analyze performance evaluation of all Franchises of the Region and guiding ZCCMs on improvement needs.
Coordination with QAST/ZCCMs for required training material for franchise CCRs and arranging need best training sessions where required.
Ensure that the performance trend of Franchises of the Region remains positive while keeping an eye on all evaluation parameters.
Responsible to provide daily, weekly & monthly performance updates of ZCCMs, Franchise, Retailers and Business Centers to Regional Manager.
Responsible to provide backup to ZCCMs in such a way that FC handles workload of the ZCCM who is unavailable (On leave) and provide support to ZCCMs during visits.
Conduct Franchise visits
Reporting to Regional Manager Operations.

To enhance the in house sales of VAS, Easy Paisa, Pre & Post both.
To look after the activities of CRO’s and trained them with a good product knowledge, franchise web activities and frequently launched promos of Telenor Pakistan .
To ensure the quick solution of customer’s problems and queries at franchise level resources and with the coordination of I.T and Customer Relation Department on email or by phone.
To make sure the atmosphere of franchise neat and clean and behaviors of franchise staff customer friendly for a standard level of customer services.
To briefly provide the accurate product knowledge and time to time launched Promos to customers.
To ensure the proper documentation of customer services activities as per company & PTA rules and regulations.

Responsible to look after the regional reporting and backend issues of Insta sales and service channels of South region that is entire Sindh except Karachi. Channels include 20 Franchises, 100+ Retail outlets and a team of 05 Area Sales Managers.
Maintaining year to date analysis report (Zone Wise) of Franchise Support.
Customer satisfaction survey and Monthly Quizzes Monitor and coordinate with CC PMO regarding network related issues for the region and compilation of Network Testing survey report.
Ensure appropriate number of Insta Connections at all Franchises of the Region.
Coordinate with other departments (Sale and Support etc) for follow-ups.
Analyze performance evaluation of all Franchises of the Region and guiding ASMs on improvement needs.
Coordination with QAST/ASMs for required training material for franchise CCRs and arranging need best training sessions where required.
Responsible to provide daily, weekly & monthly performance updates of ASMs, Franchise, and Retailers and to Senior Territory Manager.
Responsible to provide backup to ASMs in such a way that FC handles workload of the ZCCM who is unavailable (On leave) and provide support to ASMs during visits.
Conduct Franchise visits
Reporting to Regional Manager Customer Operations

To maintain the books of accounts.
To maintain the cash and credit parties ledger.
To maintain the monthly sales and income statement.
To enhance the in house sales of Sims, Scratch cards, Mobile sets etc.
To operate the Franchise web and to check the company’s email on daily bases.
To visit the market to reduce the credit to free lancers and in last four months responsible to increase the sales of franchise in the market.
In the meantime, I was also looking after the matters of United Mobile Franchise same as Paktel Franchise, which was the property of Paktel’s Franchise owner.
Grooming & Training of CCRs of both Franchises.

Responsible to Achieve Direct and Corporate Sales Targets.
Achieved Sales Target Achievement certificates.
Reporting to Franchise Manager.