End-to-end ownership of all sales channels at national level including Retail, Franchise and Digital with respect to their enablement, enhancement and performance.
Worked with vendors and sales team to reduced time to market by route management in flood impacted areas. With the help of technology teams, efficiently launched new digital channels to cater business needs during COVID. Delivered completely automated number recycling system which reduced overall time from 65-days to 30-days. Successfully delivered Digital Customer Journey transformation project (DCJ) resulting in digitalizing and automating 78% of the systems and processes. Successful deployment of Device Management System (DMS) across regions, vendors and business partner locations to track and monitor devices used on the channel.

Responsible for managing all type of inventory and applications used on retail channel for both GSM and Mobile Financial Services (MFS).
Worked with Technical vendor to launch Digital Distribution app (Apollo) on sales channel nationwide for inventory allocation and tracking. With the support of technology team and in-line with channel’s feedback, introduced Complaint Management System (CMS) integrated with Apollo app to provide uninterrupted operational support to sales channel. Established Direct to Retail (D2R) solution for retail channel to counter channel float challenges during COVID which not only prevented market from drying out but also helped in reducing commission OPEX by PKR 58 million. Book Your Number (BYN) functionality introduced in SIM selling application from where customer can use number of their choice increasing customer life cycle on the network. Developed Real-time retailer creation functionality in system to increase retail footprint in the market.

Inventory management, distribution planning, warehousing, number creation and recycling of dormant numbers. Compliance champion and owner of channel related policies and processes; commercial face for the telecom regulator (PTA).
Automated termination process of dormant numbers with the collaboration of technology, sourcing and vendor teams. Brought down stock delivery time from 4-days to 1-day in 29 far-flung areas of different regions through route management. Initiated weekend credit and recovery process for franchise channel to ensure business continuity during weekends and long bank holidays. Brought significant reduction in per SIMs and Scratch Cards price by resizing, packaging and managing inventory MOQ. Designed and delivered end-to-end governance model for the channel to control policy and process slippages.

Project management, planning and status updates for C-level management. Participating in developing and rolling out commercial strategy and designing communication plans.
Successfully delivered CRM modernization project with the help of Technology and Customer Care teams. Commercial lead and Project Communication Manager for network swap project for 3G and 4G launch. Commercial lead for Asia Billing Project budgeted to deliver more customized billing solution for BUs in Asia region. Project Manager for Contact Center Outsourcing project; delivered within scoped time and budget, produced 150-seats center within acceptable SLAs and perfectly executed change management plan.

Managing extended team of over 100-customer relationship officers with 10-team leaders in direct reporting line. Managing floor’s daily, weekly and monthly Service level, Quality, NPS, AHT and Sales targets.
Successfully planned and initiated VAS upselling for the very first time from inbound call center and achieved highest sales targets. With the help of Business Intelligence team, built an in-house VAS upselling predictive model for call center agents. Highest NPS and CSI score for 2-consecutive years. Launched outbound contact center GPRS support team to increase data penetration.

Managed team of inbound and outbound call center agents with highest level of motivation. Managing team’s daily, weekly and monthly Quality, Avg. Talk Time, ACW and Quiz targets.
Won Team Leader of the year award for producing best KPIs and people choice poll. Got promoted in 10-months from CRO to Team Leader after winning CRO of the Quarter award for 2-conscutive quarters.

Core sales job, mainly dealing in Consumer Loans and Credit Cards. Responsible for managing and monitoring sales pipelines of team members using Cohen Brown. Periodic follow-ups and meeting with clients to keep them engaged and to record their feedback.
Joined as Personal Banker and got promoted as Group Sales manager after 5 months. Won top seller award of consumer loans for consecutive 3-months. Struck 3-corporate deals with big organizations including Carrier Telephone Industries, Civil Aviation and TEVTA.