- Back up to the CEO and COO
- Management of future implementations and system enhancements by collaborating with various business areas and system owners.
- Define requirements and monitor those through to implementation.
- Provide technical ownership to business applications.
- Development and maintenance implementation and enhancement project plans.
- Liaising with the Business Development team in the development of budgets for projects.
- Contribute to improvements on project management processes and systems with COO.
- Serve as the solution expert when dealing with thought leaders and analysts; and provide high-level market and cross-product requirements.
- Establish a “to-be” (desired end state) vision for products and services with reference to “as-is” (current) state and appropriate gap analysis
- Managing the overall operations
- Spearheading the In-house and Out-sourced Digital Marketing Teams
- Managing Quality Control department and processes for customer retention and revenue growth
- Manage Efficiency in Operational Processes
- On-boarding Financial Institutes, Banks, Insurance and Broadband Vendors
- Analysis of Data to Continuously Improve Performance Numbers
- Monitor and Improve Call Center Performance

- Reporting to country CEO
- Ensuring job is carried out in a timely and efficient manner
- Liaising with lawyers and relevant government bodies to ensure compliance.
- Liaising with accounting firms to ensure that book keeping is of highest standards
- Acquiring electronics and fashion retailers and coordinating with the FMCG distributors to acquire products
- Managing the organization's overall supply chain operations, including purchasing and inventory, selection of vendors, and distribution of finished goods.
- Evaluation of past performance data to forecast needs and production and procurement levels.
- Development of strategic plans to improve productivity, quality, and efficiency of operations.
- Ensuring that issues regarding new/existing products are resolved in a timely and cost-efficient manner
- Optimizing the customer’s journey
- Warehouse Operations and Customer Service Management
- Evaluation of KPI’s of delivery times & success rates.
- Working with 3rd parties to improve efficiency.

- Investigate customer's problems and find solutions.
- Communicate with customers via phone, email or social media.
- Handle major incidents that cannot be resolved by agents.
- Resolve complaints and order issues.
- Ask customers to provide feedback on agents and customer service experience.
- Keep abreast of new company products and services.
- Issue refunds to customers.
- Oversee product exchanges and returns.
- Analyze data and statistics.
- Compile and print reports on overall customer satisfaction.
- Isolate and identify areas of improvement.
- Train agents on how to adequately address problem over the phone or how to write correspondence.
- Work with the management on customer service initiatives.
- Utilize social media to respond to customer complaints and praise.
- Supervise customer service managerial staff.
- Train supervisors on how to effectively lead customer service agents.
Key Achievements
- Initiated a new method for order monitoring procedures to increase accuracy and accountability of the departments.

- Asset Monitoring, reporting and coordination.
- Monitored Logistics assets for Pak - Afghan transit.
- Monitored the status of the shipment, coordinating with suppliers, agents and clients.
- Asset Monitoring, reporting and coordination.
- Monitoring Logistics assets for Pak-Afghan transit.
- Supervising support engineer’s in the field.
- Monitoring the asset through GPRS / GSM network throughout Pakistan
- Making sure that the assets are travelling on their assigned routes.
- Maintaining the database for service providing and equipment monitoring
- Ensuring timely & accurate logistical reporting to the Project Manager.
- Making daily reports of cargo’s in-transit.
- Ensure timely & accurate logistical correspondence to Clients
- Maintain MIS of Vessel Forecast
- Immediate response on driver disability, equipment damage or breakdown
- Communicating with the clients for handling their inquiries and attending to their specified requirements.
- Monitoring the status of the shipment, coordinating with suppliers, agents and clients.
- Monitoring, recording, analysis and reporting on activities, results and recommendations relating to hauler activities.

Data Verification
- Responsible of over viewing the back log of Data verification pending cases in which there was a list of individual and corporate customers who had to be called and their data had to be verified.
- Compiled the report of the list of vehicles with their updates and their status.
Security Department
- Management of daily projects, defining the project plans, managing reporting mechanisms and identifying and managing risks of white collar crime in daily Security briefing calls in which the security briefing had to be given to all those corporate and individual customers who had not received the briefing due to some reason.
- Managing a team of agents and compilation of the daily tasks and final reporting to the C.E.O TPL Security Services.
- Compilation of Security Briefing Report on a daily and monthly basis.
- Provide the customer with a resolution for the security related queries, complains and requests.
- Entertaining the corporate customer’s requests regarding ownership change, primary user change or password change requests.
- Co-ordination with the software department and Inbox team for the designing of the new C.R.M and its debugging.
- Designing of a new complaint / request module for the new CRM and conduction of its training sessions.
- Updating the data which has been requested for by the customer at the time of security briefing.
- Responsible for coordinating with the account managers of different corporate and F.I.G clients as well as their Administration Managers and Head of Departments.
- Handling of the accounts of different insurance companies.
- Responsible of handling the complete back office work of the security department.
P.R.U Collections
- All those customers who are not willing to pay the annual monitoring charges just due to some reason or the other are called for the resolution of the scenarios which they faced and due to which they are not willing to pay the annual monitoring charges.