o Spearheaded a centralized customer Services team responsible for insurance claims processing from a business volume worth Rs.18 Billion per annum from Samsung tablets & mobiles

o Created & maintained a zero-backlog & zero-defect operational policy with strict quality control of processes and resolutions. Curtailed case rejection ratio from 22% to 11%

o Process mapped the entire cycle of insurance claims and issued directives to country vide regional offices for adherence to guidelines for smooth operations regarding accidental warranty

o Operated as a country vide focal point amongst customers, insurance brokers, insurance entity and Samsung Pakistan regarding claims assessment and settlement
o Managed disputes with a customer centric approach amongst Insurer and the customer. Reduced processing time from 16 days to 7

o Established, examined & reviewed data by splitting the whole in locations, devices, financials, counts & time consumed bases to empower decision making thus reducing the work load on customer service centers all over Pakistan

o Educated and lead indirect team of 40 plus resources from customer services centers on effective customer handling and assured proper documentation to minimize complaints

o Managed Key Accounts from a portfolio of more than 100 Corporate Business Partners on regional level through business models B2B, B2C & B2G simultaneously. Some of brand names being Ericsson, Haier Pakistan, LESCO, Pakistan Army, Eden Housing, Ghazi Group, CCL Pharma, Imperial Electric, Chakwal Group, Dodhys Agency, Noon Group, Coca Cola Beverages
o Examined loyalty levels of regional corporate Customers through certain benchmarks of service quality and maintained a Zero-Churn policy of portfolio. Demonstrated strict KPI adherence
o Harbored long term relationship with Customers through contract bonding and sustained register
o Doctored contact based needs of Customers. Advised corporate Customers on cost effectiveness
o Competitors analysis of corporate services, networking and value added services
o Operated as Guardian-of-the-credit. Connected people & assured promised revenue stream of Rs.3.2 million per month with a connectivity ratio of 60 to 70 percent

o Complete branch banking customer services through call center environment. Managed credit cards, bank accounts, personal loans, auto loans and other secured & unsecured funds
o Arbitrated disputes in coordination with Risk Management & other departments
o Secured complete confidentiality of Prime Customers
o Cross selling / Upselling of various prime products, VAS & other services

o Administered relationship between buyer and seller (B2B) in global chemical market
o Assured precise handling of queries on local and global scale for Plastic & Pharmaceutical Customers.
o Regular visits to Customers to maintain and sustain strong connect
o Drafted and compiled inventory of indent documents to global players. Liaison between Customers and financial institutions

o Initiation of counseling process by assessing the career plans of prospects (B2C)
o Assessment of adjustability of a course with the career plans of an individual
o Responsible for asking questions and sustaining the students for the entire course
o Responsible for developing the methods and procedures to minimize complaints
o Organizing extra-curricular activities for students on regular basis

o Customers Services on B2C basis of a niche lifestyle segment of business
o Maintained core need of confidentiality of Customers
o Administered precise and honest information to walk-in Customers about product dynamics
o Responsible for complete HR. Devised and developed protocols for a smooth and evenly flow of daily office routine. Effective resource placement was also exercised in this position

o Learnt to listen and empathize Customers’ concerns through Front desk environment
o Expedited measures to enhance a top notch customer experience through persistent initiation
o Bridged country vide establishments and maintained synergies amongst key departments
o Cross selling / Upselling of various tariffs, VAS products and handsets