Experience

CoverCompared

• Estonia
• IT Services and IT Consulting
• 1 - 100 Employee

• Co founder/Chief Information Officer

  • Oct 2020 - Present

  FinTech | Digital Transformation | Insurtech | Blockchain | Cryptocurrency FinTech | Digital Transformation | Insurtech | Blockchain | Cryptocurrency



SENTRY ENGINEERING PRIVATE LIMITED

• United Arab Emirates
• Mining

• Business Partner

  • Oct 2020 - Present



Allianz Partners

• France
• Insurance
• 700 & Above Employee

• Account Manager - Systems

  • Dec 2013 - Oct 2020

  • Document network analytical tools and technical instruction • Manage implementation of third party applications; Such as CRM's, project management applications and network asset management tools. • Developed and refined all Mobile insurance products, Digital risk programs (worth approximately $5M), front end claim experience, and back end business processes to preserve an excellent customer experience while reducing costs by over $1M annually• Managed all mobile insurance product releases utilizing Agile methodologies and maintained the program through the use of Salesforce and Jira platforms• Managed the launch and API integration projects with six third party logistics vendors handling throughout middle east and Africa.• Contact point for business partners for new business opportunities and RFP submissions for assigned product verticals.• Responsible from Prospecting to Closing of all new business opportunities• Identify and evaluate potential business partners, insurance brokers & insurance companies for general marketing and distribution arrangements • Working closely with internal stakeholders (Marketing, Underwriting and Operation teams) to align Sales & Pricing Strategy for Electronic Retail Insurance within the region.• In process of launching our product across 8 new markets namely Oman, Jordan, Egypt, South Africa, Kenya, Lebanon & Saudi Arabia.



Berlitz Pakistan

• Pakistan
• Education Administration Programs
• 1 - 100 Employee

• Learning Center Manager

  • Jun 2013 - Nov 2013

  • Managing and Meeting Sales Target for the Branch and Corporate Sales • Business Development in terms of corporate training and development.• Inventory Management of Materiel• Customer Lifecycle, Retention & Churn Management• Managing the day to day operations of the Business Center with a team of 20 individuals including trainers, CROs, Account, Admin, and Sales Staff. • Managing and Meeting Sales Target for the Branch and Corporate Sales • Business Development in terms of corporate training and development.• Inventory Management of Materiel• Customer Lifecycle, Retention & Churn Management• Managing the day to day operations of the Business Center with a team of 20 individuals including trainers, CROs, Account, Admin, and Sales Staff.



ibex

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Manager Data Analytics

  • Sep 2012 - Jun 2013

  • Managed a team of 3 Analyst and 2 developers to monitor and produce the BI and Sales-Force reporting• Managed Global Collocation Footprints for all of the customer base• Initiated Sales Trend and Performance enhancement modules • Vertical Segmentation Analyses• Quarterly Business Reviews• Rep/ Regional Productivity & Variance Reporting• Cross Connects Analysis and the Impact on Financial Analytics. • Managed a team of 3 Analyst and 2 developers to monitor and produce the BI and Sales-Force reporting• Managed Global Collocation Footprints for all of the customer base• Initiated Sales Trend and Performance enhancement modules • Vertical Segmentation Analyses• Quarterly Business Reviews• Rep/ Regional Productivity & Variance Reporting• Cross Connects Analysis and the Impact on Financial Analytics.



Augere Pakistan (Private) Limited

• Pakistan
• Technology, Information and Internet
• 1 - 100 Employee

• Manager Customer Care Center

  • Oct 2011 - Sep 2012

  • Accomplished customer service objectives by recruiting, selecting, orienting, training• Responsible for assigning, scheduling, coaching, counseling, and disciplining employees• Communicated job expectations; planning, monitoring, appraising• Planned and reviewed compensation actions; enforced policies and procedures. • Contributed customer service information & recommendations to strategic plans and reviews• Prepared action plans and implemented productivity, quality, and customer-service standards• Resolved problems; conducted internal audits; identified customer service trends• Determined system improvements and implemented change. • Determined customer service requirements by maintaining contact with customers• Conducted surveys, formed focus groups • Benchmarked best practices and analyzed information and applications. • Improved customer service quality results by studying, evaluating• Resolved problems; disseminated advisories, warnings, and new techniques• Reported progress and developments to the senior management



Jaffer Brothers (Pvt) Limited

• Pakistan
• International Trade and Development
• 700 & Above Employee

• Client Engagement Manager

  • Jun 2011 - Oct 2011

  -Brand development, web site traffic growth, web site UI and advertising revenue. Development of brand strategy and statistics systems.-Strategic Consulting, including business plan & sales strategy development.-Advising new businesses on formation of corporations and business structures, drafting privacy policies, NDAs, and SLA agreements with the clients.-Generated new development deals for online stores for electronic appliances between the company and manufacturers -Comprehensive SEO management and consultancy services to medical clients like Pfizer.



ibex

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Manager Call Center Operations

  • Jan 2008 - Jun 2011

  Manager Call Center Operations with hands on experience of working at one of the leading BPO Company of the world. TRG world offer services in North America and Western Europe, and operates with over 5000 employees in 27 facilities worldwide with US$200 million in revenues. Services domain are finance functions, software development, data processing, IT helpdesk, marketing and administrative support.Followed best practices for project executions set by PMBOK, also understand different cycles of project execution and comfortable using MS Project and MS Excel.Selected Contributions:• Presented technical and operational knowledge of off-shoring to clients. Negotiate and finalized SLA (service level agreements) and RPH (revenue per hour) with clients.• Provided specific guidelines based on clients’ requirements, and on data protection act, to software development team to developed CRM.• Build up curriculum for employees’ training with coordination of Training and Development department.• Maintained steady operations of totaling 100+ employees at center in Karachi and Lahore.• Integrated interdepartmental coordination by creating an internal helpdesk department to maintain flawless and smooth operations.• Sustained SLAs and Abandon threshold to provide customer support beyond excellence.• Participated in meetings and coordinated with different departments at Qubee to formulate a comprehensive strategy for providing Exceptional customer support and back office services.

• Supervisor Operations

  • Jul 2005 - Dec 2008

  Operations Management and Client Management: Experience in Project Implementation/ Operations Manager with hands on experience of working at one of the leading BPO Company of the world. TRG world offer services in North America and Western Europe, and operates with over 5000 employees in 27 facilities worldwide with US$200 million in revenues. Services domain are finance functions, software development, data processing, IT helpdesk, marketing and administrative support.• Interface Development: Involved in Interface Development for different programs in collaboration with the software development team. It included embedding the call flow in the GUI in order to provide alleviation to the agents in completing a certain task.• Project research & development: Identify and analyze client requirements, develop and streamline processes and provide end user solutions. Encompassing Software, Hardware, Networking and Customer Services. Negotiate and finalized SLA (service level agreements) and RPH (revenue per hour) with clients.• Data & KPIs Analysis: Day to day analysis of call centre related data and account KPIs to boost and meet client’s expectations. This also included strategic implementation to improve performance. • Complaince & Quality Assurance: Ensuring that all compliance guidelines are met based on Client and company constraints. Involves coaching team managers and agents by analyzing their current skill set. Involved in random sampling where the agent is monitored and Feedback is given. Projecting overall analysis of campaign trends i.e. errors or straying from set constrains. These reports are then sent forward to be viewed and acted on by higher management



Capital Drilling (PVT) Ltd

• Inventory Officer

  • May 2008 - Jun 2008

  Was posted in a remote area called Rekodiq in Baluchistan where I was Responsible in inventory stocks.Keeping a track of all Inventories in the stores making sure that a report is sent out to the head office in Australia everyday for the inventory. Was posted in a remote area called Rekodiq in Baluchistan where I was Responsible in inventory stocks.Keeping a track of all Inventories in the stores making sure that a report is sent out to the head office in Australia everyday for the inventory.



Hauka(PVT) LTD. (Call Center)

• Team Lead

  • Jan 2005 - Aug 2005

  Outbound UK based campaigns (Orange, TMobile, Vodafone, O2 & 3 Network Was responsible for making and achieving daily sales target Was promoted to Team LeadTrainingcoachingmonitoringeedbackollow up Outbound UK based campaigns (Orange, TMobile, Vodafone, O2 & 3 Network Was responsible for making and achieving daily sales target Was promoted to Team LeadTrainingcoachingmonitoringeedbackollow up