General Manager - Sales & Operations

• Sep 2021 - Present

Regional Sales Manager

• Oct 2020 - Sep 2021

Manager Business Support & Retention

• Jul 2019 - Sep 2020

Manager Customer Services & Complaints

• Jan 2018 - Jun 2019

Operations Manager

• Apr 2017 - Dec 2017

Supervising Mechanical, Technical and Purchasing staff to make sure the smooth and nonstop operations of cargo handling Looking after complete operations in company related to Transport, Containers, Orders, Shipments etc Monitoring and evaluating performance of cargo/shipping department to ensure proper facilitation of clients as per company SOP Preparing monthly reports on business revenues and expenses to ensure maximum profitability Frequent visits to business partner to ensure better & improved facilitation along with generating more business from the market Handling clients complaints/queries and facilitating them to provide better services on behalf of company

Zonal Customer Care Manager

• Jun 2016 - Jan 2017

Identifying training needs for franchise staff & arrange regular trainings to ensure customer facilitation as per company standards Looking after Mobilink Customer Care/Jazz Cash operation at franchise/retailers for the region Maintain ambiance and quality of work at franchise centers, retailers and MonoBrand shopsPlanning and implementing after-sales services to follow up customer satisfaction, Close Loop Feedback, ensure performance of goods purchased, and modify and improve services providedMonitoring prepaid/postpaid revenue generating activities & providing effective selling strategies Coordination with different department related to franchise escalated cases & provide solutions Oversee execution of Quality customer care & sales related activities at Franchise /Retail Conducting scheduled & non-scheduled visits of assigned Franchise, Retailers & MonoBrand shops to ensure company standards while facilitating customersMonitor inventory of SIM/Handset stocks by reviewing inventory logs and ensure accuracy at all times for Franchises and retailers.Managing Product/Service market awareness campaigns at franchise & retail channelConducting health checks, mystery shopping/Surveys of Franchise and retail channel to evaluate performance along with providing feedback and coaching for improvements

Quality Assurance & Training Specialist

• Jul 2015 - Jun 2016

Evaluate Performance of Customer Care/Franchise channel of South region on predefined KPIsSupervising/Managing South Business Center Teams for better & effective performanceConducting sales oriented & motivational trainings of Franchise/Retail channel as per TNAIdentifying areas of improvement of Business Center/Franchise Team/SOPs & ensure CCR coaching & counseling via One on one session, Team meetings and VisitsProviding support on JAZZCASH related concern in South RegionCounsel & groom CSRs to encourage a culture which promotes customer loyalty and retention Design, Plan and execute New Hired Trainings of customer touch points related to Product, systemsCreating reports on Performance/operations & identifying improvement areas to line manager Conducting Training on BTL/ATL activities for Business center, Franchise and retail Conducting Product based/Need based training for Business center, Franchises and Retails

Quality Assurance Supervisor

• Jun 2009 - Jun 2015

Evaluate Performance of Call Center Teams on predefined KPIsSharing feedback and observation for the improvement in systems & servicesReviewing Customer reports/Survey calls & provide feedback/coaching to respective team memberIdentifying areas of improvement of Call Center Team/SOPs & ensure CCR coaching & counseling via One on one session, Team meetings and ClinicsLooking after complete operations of MobiCash (MFS) i-e 4444 helpline, Backend support with Waseela Bank, Product Updates, Evaluations and Feedback etc Improve coach/team relationship by performing duties on floor & providing tips for better handlingConducting monthly Health checks of Contact Center to ensure Enhance & improved Customer Services

Team Leader – Call Center

• Oct 2007 - May 2009

Online Customer Care/Staff facilitation, solving problems & providing account details as per requestHandling escalated cases of customer and providing resolution on complaints/queries Providing details of postpaid and prepaid subscriber, Forwarding complaints and all service related instruction as per customer instructions Handling team while ensuring to achieve KPIs for qualitative & quantitative targets as assignedConducting session with team members for daily updatesMaking outbound calls to customers and selling different products along with taking feedback Maintaining daily performance of each team member and present Monthly reports

Customer Services Representative – Call Center

• Jun 2006 - Sep 2007

Online Customer Care, Answering queries, problem solving and provide detail of their accountProviding and maintaining information about Product, Services, Technology, Tariff, Complaint and direct coordination with management for daily task. Facilitating walk in customer at business center and fulfilling their needs as per requirements Answering customer on Helpline and resolving issue/providing solutionsProviding support to the customer regarding services offered by the company

Technical / Customer Support Executive

• Feb 2005 - May 2006

Providing Technical Support to VoIP / IoC (Voice Over IP / Internet Over Cable) clients Providing and maintaining information about Product, Services, Technology, Tariff, Complaint and directly coordinate with management for daily task. Troubleshooting with customer on phone about registered services on their system. Configuration on different windows platform like Win98, XP, 2000 Server Etc Providing Technical Support to VoIP / IoC (Voice Over IP / Internet Over Cable) clients Providing and maintaining information about Product, Services, Technology, Tariff, Complaint and directly coordinate with management for daily task. Troubleshooting with customer on phone about registered services on their system. Configuration on different windows platform like Win98, XP, 2000 Server Etc