Drafting, managing and executing all sales and customer services strategies at retail touch points
Ensuring quarterly targets are met and enable sustained growth
Making every day critical business decisions ensuing brand loyalty
Client relationship management/building and stakeholder management
Show high leadership acumen creating harmony amongst all job groups building a happy and success oriented culture within the organization

Drafting and managing all sales and customer services strategies (Sales 1.4million/month, Gross Add 3500 subscriber)
Ensuring that performance based commission is unlocked every month
Client management and stakeholders management
Managing overall hygiene and environment at the franchise
Handle all accounts and HR related matters

Make business and strategic decisions with respect to business development and growth. Responsible for daily Telesales inbound/outbound calls traffic management and routing. Managing customer experience of sale accounts over inbound/outbound, emails & webchat. Managing people expectations and enabling them to grow is also essential to my role. Maintain a healthy and hygienic work environment. Responsible for also screening and hiring the right talent pool for the organization

•Chief software developer and database design
•Developed 4 commercial applications along with their database design and UX for medical, real state and finance industry and names of those are the following:
•Clinicase (Key Feature : Plugin Based Modular Design & Implementation), Accounting Books (Key Feature : Automated Double Entry System), Munshi Jee (Key Feature : Automated High Potential Client Identification)
•Have worked intensively in VB.net and Java over the years

•Ensure & improve CSAT (Customer Satisfaction) at Narowal Belt Franchises
•Improve quality of sale by using my customer analytical insights as per the culture norms of the area
•Improve customer processes by directly talking to the customer base in the region
•Educate and empower on customer base in digital channels usage for its ease
•Improve quality of sale by via retail channel enablement
•Ensure Product Distribution & Availability at 1500+ sale points
•Responsible for ensuring 14.5 Lakh float management and product availability on daily basis
•Internet Premier League Regional Winner Q3 2019
•68% MW target achievement done from retail channel (During Ramzan & Eid Months)
•74 Unique Active MWActivation Retailers (208% Growth)
•Topped the FS retail addition in Pindi Belt in Jun 2018

·Ensure that accurate and complete information is available for all contact center channels voice and non-voice
·Maintain accurate and complete information all the time 24/7 for all contact center channels voice and non-voice agents to access
·Coordinate with segments. marketing  and all contact center teams pre and post launch of any product or service so that all voice and non-voice channels are up-to-date with the most recent information
·Communicate accurate and complete information to all contact center channels voice and non-voice
·Design/Re-vamping/Re-engineer/Automate the customer services SOPs for increased customer satisfaction and cost efficiency

·Build healthy and productive relations between client and vendor
·Plan and supervise change implementation at vendor’s workplace along with keeping an eye out on vendor’s daily strategic operations
·Monitoring vendor’s performance to ensure that all goals on service delivery of CC (as per contract/SLA) are met
·Review vendor’s performance in order to identify, recommend and implement business change
·Review vendor’s call center agents/teams performance in order to identify, recommend and implement changes in their performance matrix or employment
·Ensure that the right people are being hired for the project (call center)
·Ensure that on-boarded people are being trained correctly for the project (call center)

·Design, develop and conduct skill based cross functional trainings across and different units within Telenor Pakistan in order to improve customer satisfaction
·Develop and conduct call center agent call handling and soft skills training for all customer services inbound/outbound channel in order to create WOW customer experience
·Analyze performance reports on service delivery of contact center to identify training need
·Develop need based training programs in order to ensure delivery of contact center as per Telenor Pakistan mission statement and ambition
·Received “Telenor Certificate of Excellence” for year 2013

·Assuring quality and standardized services to customers to increase ARPU across all customer touch points (inbound calls/sms/emails)
·Agents training on customer handling, soft skills and sales for better customer experience across all customer touch points (inbound calls/sms/emails)
·Monitoring team performance to ensure that all goals on service delivery of CC are met
·Strategize and execute people management and engagement activities in order to motive them to perform and their best
·SLA achievement/management (Voice/Non-Voice Channels)
·Perform root cause analysis/CFL and reduce customer pain points in order improve customer experience and at the same time reduce call volume/recall at contact center
·Inbound calls/email queue management
·Recruitment (Call Center)
·Identify potential companies to whom Telenor Pakistan can provide contact center services
·Exceeded Expectation on Relative Grading in performance appraisal for year 2011 as Team Lead Financial Transactions Backed Support Team Contact Center
·Received 91.6% (highest) performance appraisal for year 2007 as Contact Center Team Lead Customer Services of the Year

- Administration of incoming complaints, registering on the systems and recording all background information to support the complaints investigation process
- Accurately recorded all information from customers and 3rd parties regarding complaint
- Made sure information is compliant before passing on to a Customer relations officer
- Various ad hoc administrative duties
-Managed all inward receivables & dispatch and maintain properrecords;
-Attended to all visitor arrivals and coordinate customer service from the front desk including appointments;
- Maintained staff attendance records and prepare and submit daily reports to the Manager Human Resources
& Corporate Services (HR&CS)
- Monitored staff movement and reconcile all vehicle running sheets;
- Ensured all print materials for traders and consumers are readily available and in sufficient supply
at the reception area at all times
-Played an active role in education and awareness programs
- Attended to other duties delegated by the Chief Executive Officer (CEO)/Deputy CEO/Manager HR & CS from time to time.

- Processing raw data from the dialers from six different contact centers in US and Canada
using different applications
- Understand, generate, verify and validate the daily calling information (reports/files)
using different tools and techniques
- Delivering the daily calling information (reports/files) before deadline to the clients
using different means like FTP, email and web applications
- Identify, escalate and follow up on issues related to daily calling information
(reports/files), tools and techniques that are used while performing different tasks. Also
create and implement alternative solutions to overcome a particular issue or problem by
improvising at certain times to meet deadlines.
- Setting individual and group tasks and accomplishing them in time to meet deadlines
- Prioritize each task based on client deadline and preference
- Monitoring the progress of each task
- Interact with the client and keep him/her informed of status of deliverables
- Making sure all individual and group tasks are completed
-Provides escalated technical support that requires an on-site presence including data backup recovery.
- Performs complex software/hardware troubleshooting, patches and re-installations in cooperation with the
- Enterprise Help desk and in accordance with established SOPs.
-Provides consulting/training/education services such as data management and staff training/orientation for standard systems.
- Serves as the IT point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment.
- Responsible for local IT vendor, contract and outsourcing management.
- Performs appropriate duties associated with division and project-based activities. Provides backup for other Operations Managers in the region.

- Receive inbound calls and tickets from employees with the goal of resolving the enquiry/issue on the first contact.
- Effectively utilize SAP and internal ADP systems and tools to document, troubleshoot and resolve enquiries/issues.
- Monitor & track issues for updates to ensure effective issue resolution.
- Act promptly and effectively within prescribed service levels
- Manage the customer relationship by effectively identifying sensitive employee concerns and escalating when necessary.
- Provide follow-up on issues in an effective and time sensitive manner.
- Make outbound calls to employees and other shared service providers internally at ADP as required.