Experience

ClearConnect

• United States
• Telecommunications
• 1 - 100 Employee

• Order Manager

  • Mar 2022 - Present



ibex.digital

• Pakistan
• Telecommunications
• 1 - 100 Employee

• Senior Quality Assurance Analyst

  • Aug 2017 - Mar 2022

  Listened to calls either recorded live or side-by-side while communicating feedback. Encouraged good practices and discouraged bad ones. Identified calls failing to meet predefined standards and identified the problem. Implemented agent training and coaching initiatives. Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy. Provided customer feedback and internal compliance feedback to management Educated agents on different clients policy trained new agents in a side-by-side setting and coached them to improve their interactions with customers Show less



Mindbridge

• Pakistan
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Agent/Quality Analyst

  • Aug 2016 - Aug 2017

  Assisted customers on chat and email Answered all mails received by customer and resolved their queries and complains on a daily basis Read e-mails and sort them according to priority Maintains consistent metrics with regard to client satisfaction, responses per hour, and quality assurance Arranged resolution of customer support issues that can’t be resolved by first line support. Ensured all customer communications are professional, accurate, and timely. Worked with management to develop comprehensive email training materials. Show less



Lahore Children's Centre

• Pakistan
• Individual and Family Services
• 1 - 100 Employee

• Senior - Supply Chain/Administration Manager

  • Oct 2015 - Aug 2016

  Ensuring office procedures and systems operate efficiently Handling requests for information and data Setting up e-mail groups for committees Checking office suppies levels and ordering new supplies Raising purchase orders and chasing outstanding accounts Recording, compiling, transcribing and distributing the minutes of meetings To arrange online meeting setups for the management for their Quraterly review meetings To track down and supervise all repair works of the building, when and where needed To arrange the vehicle for the therapist for outside sessions. I was arranged the said vehicle from third party To make the daily expenses such as tea, janitorial or any other expenses as approved by the management To book the itinerary for the foreign/local trips of the therapist To deal with all vendors of the company and prepare the directory of each vendor according to the nature To issue the resource and stationery material according to the requirement of the staff need To order all printing material according the level decided by the practice manager of the company Reconcile the Log travelling record of the driver of the company To ensure the delivery of the courier and supervise the janitorial, gardener& security guard staff on daily basis Show less



American Flex Pakistan

• Pakistan
• Wholesale Import and Export
• 1 - 100 Employee

• Business Development Manager

  • Jul 2011 - Aug 2015

  Responsible for planning, coordinating and monitoring integrated marketing communication strategy by thoroughly understanding market potential, identifying market segments, consumer attitudes and behaviors Worked in close collaboration with multi-functional teams on the product packaging revamp Fostered online presence for American Flex through the re-launch of the official website Initiated and executed consumer promotion schemes and trade visibility drives in cohesion with the trade sales team to ensure visibility, drive penetration and generate sales Responsible for developing all merchandizing, sales promotion and POSM materials Responsible for managing external marketing partners such as advertising agencies, media buying houses, digital marketing firms, production companies, designers Organized Annual Dealers’ gathering across different cities in Pakistan Responsible for managing all promotional distributions and giveaways Improved direct marketing hence increased customer base Maintained record of orders from customers to analyze the profile of customers Successfully launched marketing campaigns for new products Worked on all promotion campaigns for Samsung and Bata Pakistan Introduced Super Asia and Super Crisp as new customers in business profile Studied the aspects such as sales force automation, team meetings, whole seller relationship product and inventory management Worked on projects for Samsung and Daewoo Pakistan. Played a key role in preparing and launching Samsung artwork onto the Daewoo buses all over Pakistan launched bike tracking device as a new product. Responsible for developing the complete business plan consisting of financial, marketing, human resource and supply chain plan Show less