System & Process development:
• Developing new policies & systems for corporate business, ensuring segment’s profitability, minimum risk, enhancing efficiency and reducing time to market.
• Re-engineering departmental level critical policies and developed systems with improved controls to mitigate open risks, support key activities, reduce time to market and non-value added functions.
Reporting & Visibility:
• Presenting monthly dashboard for management visibility on project statuses, achieved and upcoming objectives of S&P team.
Compliance check:
Policy / Process compliance
• Quarterly audit on rolled out policies, gauge compliance ratio, report to management on inherent risks/revenue leakages.
System Audit:
• Developing reports and formulated framework for evaluation of existing systems to ensure accurate system behavior and control potential risk / frauds.
Communication & Regional training:
• Clarifying system / process related queries to ensure common understanding and achieve 100% compliance.
• Conducting regional training on rolled out policies and newly developed system to bring everyone on same page.

System & Process developments
• Developed / optimized self-service channels to reduce customer’s interaction on all touch points through end to end product developments process.
• Automated business process & current systems, after GAP analysis to reduce daily call volume on helpline, remove redundant process steps and minimum chances of errors due to manual system functionalities.
• Developed cost effective standardized Customer Service Operational Processes with focus on efficient delivery and delightful customer experience
Stakeholder management
• Reviewed and developed SLA’s and TAT within and other departments of organizations for effective and efficient services.
Communication & information flow
• Provided “One Stop Shop” for communication, keeping internal customers updated & responding back to all their day-to-day inquiries on new product launches.
• Managed cross functional & inter departmental communication for entire central regions.
• Analyzed effectiveness of policies and systems in place & identification of areas where new policies / systems are required to developed or optimize.
Compliance check
• Analyzed effectiveness of policies and systems in place & identification of areas where new policies / systems are required to developed or optimize.
• Submitted monthly dashboard of process non-compliance and system health check report

• Lead team of customer care professionals. Achieved monthly adherence, sales and KPI targets.
• Identified weak behavioral & functional areas of team and improved them through effective coaching and counselling.
• Conducted RCM & LCM to gauge team performance and took correctives measures where required, before formal performance roll out.
• Lead projects of Up/Cross selling and delivered over achieved revenue targets.

• Lead assigned team and was responsible for their adherence, performance, reward & recognition.
• Weekly presentation to management on team performance and way forward on weak areas.
• Weekly performance evaluation of systems and visibility to management on improvement areas.

• Well exposed to all domains of contact centers and was responsible to achieve targeted KPIs.
• Worked on Official, MNP, prepaid, postpaid and corporate skill queue under inbound and outbound teams.
• Efficiently lead Wateen Wimax sale project. Received multiple awards on Top employee of the month, Call of week and Call of fame.