Experience

DIET BY DESIGN

• Pakistan
• Wellness and Fitness Services
• 1 - 100 Employee

• District Sales Manager

  • Mar 2021 - Present



Enablers Pakistan

• Pakistan
• Business Consulting and Services

• Customer Service Support Manager

  • Nov 2020 - Present



Mindbridge Private Limited

• India

• Trainer - MindBridge

  • Dec 2019 - Jun 2020

  -Training & Development of staff on different customer touchpoints by keeping the customer experience in check.-Management of different campaigns through different communication mediums in order to create awareness of different products and services.-Meeting deadlines of different training's & projects as per project requirement-Gauging the efficiency of different processes & streamlining the same through six sigma process efficiency approaches.-Optimization of different processes and techniques in order to strengthen the operations of S&SC & CRD.-Sales Training's to customer care division based on the unique features of our product and branding in the market.-Monitoring and execution of different development programs for customer care division in order to develop and polish the current resources in the department.-Close coordination with the HR department for recruitment and development of employees.-Design & execution of departmental training calendar.-Negotiation with different external vendors in order to execute different pieces of training as per the calendar.-Management of training unit database in order to keep a track of training & identification of different training needs.



Telenor

• Norway
• Telecommunications
• 700 & Above Employee

• Network Coverage Executive

  • Oct 2017 - Nov 2019

  • Manage and coordinate with Field Operation Teams• Maintain Complaints dashboard, Trend Analysis and improvement opportunities• To maintain the Network Operations within respective responsibilities realm• Provide network continuity and innovation in supporting relevant lines of business• Manage escalations where appropriate and according to customer need• Ensure issue resolution by taking ownership of all issues receive as the First Contact• Solutions to critical issues• Provide Process Improvement support according to business need

• Social Media Executive

  • Sep 2016 - Oct 2017

  Social media community coordinator-Implementing Social Media strategy in order to increase our online presence- Improve and increase engagement- Oversee social media content- Staying up to date with latest social media best practices and technologies- Train others in the team- Keeping an eye on influencers on Twitter- Engaging & neutralizing the influencers ( If they become negative )- Tweets monitoring

• E-Care Executive

  • Aug 2015 - Sep 2016

  . Meeting 100 % redressal rate of complaints (every month) which we receive from PTA. Ensuring end to end resolution to the customers. Preparing complete report of any complaint if PTA calls explanation on any specific complaint. Identifying the pain areas of customers and fixing them permanently. Resolving the customers’ complaints when they approach Telenor Top Management/Telenor Group for the solution of their complaints. Developing liaison with relevant departments for complaints resolution. Meeting Service Level. Evaluating the quality of emails that are sent to the customers and to suggest the improvement areas. Preparing roster to cater the daily email workload

• Area Sales Head

  • Jan 2015 - Jul 2015

  • Franchise Management• Responsible for Sales Target Assurance & Growth.• Responsible for ensuring market insight for competition campaigns, promos and sales moves• Responsible for increasing market spread along with market share.• Taking initiatives for cost optimization by exploring new channels for sales growth and utilizing best resource management tools.• Managing People, Performance and Operational aspect of the business in order to achieve desired goals (Customer Satisfaction, Revenue Targets and Quality Sales & Services)• Responsible for resource development and ensuring that Franchise staff is well updated on systems, tools and products• Responsible for exploring new channels and streams for sales and maximizing product usage• Responsible for ensuring maximum cell site utilization

• Administrative Executive

  • Mar 2010 - May 2015

  The lead event planning team for major Festival events, meetings, town halls and Indoor & Outdoor activities.Effectively manage budgets foods management for different events.Negotiate outside service contracts for transportation, entertainment.Developed communication and marketing plans for new/existing events.Streamlined and maintained accurate budgets for all events.Managed flawless onsite execution of events.Involved in vendor selections, Hotel negotiations, as well as on-site management.Responsible for any mishaps going on in the event so I'm very observant and monitor all aspects to ensure we are abiding by all applicable regulations.

• Automation Support Executive

  • Dec 2012 - Dec 2014

• Financial Support Executive - Easy Paisa

  • Oct 2010 - Nov 2012

  Responsible to perform back-end operations related to customer perspective and provide the best available end to end solution against customers complaints related to M-Wallet/OTC/Online Payments/Corporate Customers/Insurance Subscribers.▪ Managed Financial Services (Mobile Banking) Sales, FS support and corporate support operations as unit head▪ Responsible for Backend support & Vendor operations▪ Vendor coordination to achieve assigned targets▪ Providing support to Tameer Bank of OE projects

• Customer Relations Officer - Back up Team Lead

  • Sep 2007 - Sep 2010

  Effectively manage team members who are responsible for daily operations.Ensure all queries/Complaints generated by the team are followed up upon and are resolved within the specific Turn-around time or escalated for immediate resolutionRetain the existing customers by building rapport and providing customer satisfactionListen to the consumer's query with patience and not to assume the problem yourselfReporting & Analysis of team member’s KPI’sHandle workload and customer queries with patience and empathy, and to not let work pressure reflect on the way you deal with the clientsEnsure standardize working practice and effective communication of update within the teamMaintain work-life balance for the teamMonitoring daily/monthly KPI’s of team members and ways to improve the quality



Bank Alfalah Limited

• Pakistan
• Banking
• 700 & Above Employee

• Team Lead

  • May 2006 - Sep 2007