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خلاصہ
A self driven proactive and results oriented professional with a broad range of skills gained through a diversified professional career of more than 7 years in business analysis, quality management, operations management, online marketing, operational excellence, data mining, customer facilitation, service delivery and automation to help organizations achieve their business objectives.
My experience has groomed me to perform well under minimum supervision as a sole player of team member. Having managed a number professional and cross functional teams has equipped me with the skills and attitude required to match the modern day standards of team management and achieving results.
Achievements:
1. As Operations manager, generated revenue of more than $15000 within the first few months of startup, i.e. Sabeqoon.
2. Successfully setup, incorporated & profitably managed a cross functional digital marketing concern at Sabeqoon.
3. I was promoted from Manager Data Center to AVP IT & Operations within the initial 5months at Back-Check Group.
4. Introduced desktop automation mechanism for translation in eleven languages which became a premium saleable feature in Tradekey. It also helped save more than PKR 3.2 million per year.
5. Made an automated system for data migration which earned me Employee of the year award at Tradekey.
6. Analyzed and identified customer touch points and added user friendly option which drastically increased the conversion rate.
7. Integration of a self explanatory reporting system to analyze individual and team performance.
8. Become the backup team lead within the first three months of joining, and within six month was nominated for the 333 floor lead at Ufone.
تجربہ
Manager Organizational Operations
• Managing the overall operations of Pakistan office with responsibility of delivering all client projects within stipulated time & in line with client requirements while ensuring cost optimization, profitability and optimum usage of human resource potentials.
• Developed & managed a department for website, software, applications, ERP and CRM development & designing from hiring to training and facilitating.
• Responsibly planning & conducting administration & procurement activities while ensuring economic prices with required quality and maintaining a pleasant environment at office premises.
• Network & Server administration to ensure business continuity and information security.
• Planned & executed strategies to develop five business units that later helped in generating revenue of more than $15K within the first few months of startup.
• Providing mentoring and counseling sessions to the subordinates in order to impart a spirit of working motivation & sense of achievement.
Being a founding member actively played a critical role in the following activities at Sabeqoon Pvt Ltd:
• Developing & implementing SOPs, policies and procedures in newly setup organization
• Playing management role by team recruitment & training, managing team performance, resolving internal and external matters, playing a liaison role between the upper tier & the subordinate team.
• Generating and implementing strategies for five different online business units to create cash cows sufficient enough to make the startup financially self sufficient in a quick succession of time.
• Administering the process of effective documentation, in time submission and coping with the audit visits of different government and legal officials in order to incorporate a private limited company in SECP and managing the subsequent registrations in FBR, EOBI, SRB, SBP, PSEB, PTA.
• Setting up office infrastructure for facilitating a team of technical and non technical human resources which include
Manager IT & Operations
• Managing a team of IT, Service delivery & Operations professionals while ensuring optimum performance and high motivation to achieve the set goals for the organization.
• Developed and introduced a user friendly cloud based tool for back ground screening and due diligence.
• Striking deals with different academic & verification bodies all over Pakistan for information sharing in order to facilitate back ground screening and due diligence.
• Automation of operational activities to achieve an efficiency of more than 1000% as compared to manual activity practiced before.
• Harvesting data for candidate’s credentials & documents verification from different academic & other bodies.
• Sorting out & implementing information security policies and rights based system for internet usage.
• Policies and processes optimization for jobs like Clients on boarding, SLA management, Agreements structuring and HR process.
Assistant Manager Product Development
• Managing customer communications and operations for a large scale online member base.
• Assuring the maintenance of service quality benchmarks for internal and external customers.
• Data mining to extract data for different target markets for lead nurturing and revenue generation.
• Data analysis of over 8 million customers to identify loopholes to be rectified.
• Migration of latest buying inquiries through software from worldwide available resources.
• Ensuring compliance with Tradekey information security policies on a large database of multiple millions.
• Research and development for data migration and data mapping.
• Conducting desktop automation exercises in order to optimize efforts and operational costs.
• Ensuring all customer complaints are objectively investigated, analyzed and responded.
• Participating in development projects for efficient delivery of work.
• Preparing formal / informal and digital / analog reports regarding website health for management review.
Senior Executive Customer Relations
• Managing the team performance by effective target setting and continuous performance monitoring & evaluation.
• Actively participating in meeting held for organizational / departmental policies making.
• Ensuring that the team is responding to customer queries within minimum possible time, handling all customers with courtesy and encouraging their feedback regarding our services.
• Utilizing different re-enforcement tactics to ensuring that all team members achieve their daily KPIs.
• Multi tasking in order to achieve the results desired by the management within the tight deadlines.
• Maintaining an effective liaison with other departments in order to facilitate the customer requirements so that we could ensure a higher retention rate.
• Quality assurance of all conversations between team members and customers to identify improvement areas and later implementing rectified communication protocols.
Customer Support Analyst
• Ensuring the first call resolution of complaints raised by a customer base of more than 3.5 million.
• Contacting the Ufone users to let them know about new offers and services in order to generate revenue by up selling.
• Quality assurance management of all communications administrate by 333 call center floor.
• Rectifying the call mistakes of call center agents regarding calling etiquettes, product and procedures.
• Generating performance reports and administering performance appraisals thorough different awards.
• Roster management for a team of 37; ensuring backups and conducting counseling sessions with team when required
