Experience

Netsol International

• United Arab Emirates
• IT Services and IT Consulting
• 1 - 100 Employee

• GM Sales & Customer Experience Management

  • Apr 2022 - Present



Freelance

• Dubai, United Arab Emirates

• Consultant/ New Startup (Online/Offline) /Sales Operations/CVM/CX/RX

  • Apr 2021 - Present

  1- Consultant on new startups specially online businesses (Agriculture based Application/IPTV based Application/Real state etc). 2- Major KPIs: Commercial Operations Re-engineering Training & Development, Customer Experience Management, CVM, Retention Strategies, Identification of Operational gaps, Project management of CRM implementation, Call Center Projects, Formulation of KHIs (Key health indicators) for Sales and Services Dept. etc 1- Consultant on new startups specially online businesses (Agriculture based Application/IPTV based Application/Real state etc). 2- Major KPIs: Commercial Operations Re-engineering Training & Development, Customer Experience Management, CVM, Retention Strategies, Identification of Operational gaps, Project management of CRM implementation, Call Center Projects, Formulation of KHIs (Key health indicators) for Sales and Services Dept. etc



Transworld Home

• Pakistan
• Technology, Information and Internet
• 200 - 300 Employee

• Head of Customer Service

  • Jan 2017 - Apr 2021

  - Manage Commercial domain i.e. Sale and Service Centers, Sales Operations, Complaint Management unit, Call Center, Training & Quality Assurance, Social Media handling, CLM etc. - Contributed in B2C/B2B/P2P strategy (Sales Operations) and business planning for GPON/FTTH, IPTV & Voice products. - Execution of strategy and road-map through collaboration with regulatory, commercial, technology and vendors - Beneficially partnering with key stakeholders to define and set go-to-market strategy - Formulate service strategy aligned between customer needs and company long term service policy - Process Reengineering to increase CSAT, FCR, CSI/NPS implementation and reviewing - Develop budgets; supervise staff to enhance productivity - Customer Premises equipment [CPE]/Payments recovery and providing support to sales on sale operations function Show less



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Head of Customer Service-Pakistan & Afghanistan

  • Oct 2015 - Dec 2016

  - Supervised B2B, B2C and P2P service planning for Samsung product portfolio - Managed Mega distribution management and service investment from distribution keeping ROI positive - Formulation of service incentive plan for business partners - Provided services to all product portfolio i.e. consumer electronics, home appliance, mobile handsets, computer market - Led 15 flagship customer service centers across Pakistan (11 for mobiles devices and 4 for consumer electronics) - Carried out detailed channel sales, revenue and channel productivity analysis - Administered call center operations - Coordinated with MENA region; administered Samsung Pakistan website-support section - Formulated service strategy as per SAMSUNG KPIs (CMI, CSS, CSI, LTP, RRR, CTAT) - Ensured delivery of unique and differentiated services through customer service centers and call center - Directed SAMSUNG Global Service KPIs; led quality management across service network - Oversaw parts warehouse (from export to end user- major KPIs, lead time, inventory supply ratio, parts forecasting) Show less



Zong CMPak Ltd

• Telecommunications
• 700 & Above Employee

• • May 2015 - Sep 2015

  • Monitoring Channel Partner activities in relation to Frameworks and ensuring compliance.• Outlet footprint expansion planning– e-Channel, Mobile Commerce, Retailer Stock ordering system, Segmented channels.• Constant coordination with the HQ and regional commercial teams for Training of Sales Staff, Data visibility, policies, New product Launches etc.• Manage synergy projects, assist planning and implementation of channel helpline dashboards, regional performance indicators, new communication model and automation strategies.• Implementation of standardize sales operational & policies in line with actions plans.• Coordination with IT for system level reports & system testing with Call Center and regions.• Responsible for CS regional complaints and query resolution and manage regional CSI / SLAs.• Assist RD / Sales Teams in Channel-wise annual and monthly Target setting of ZONG Products for aligned with company targets & objectives in coordination with regional Marketing / HQ team.• End to end responsibility of designing and executing Trade Promotions for the Sales Channel.• End to end responsibility of regional supply chain planning, budgeting and Trade marketing activities.• Constant review of regional strategy in consideration of regional blue oceans, channel plans and company objectives.• Independent Market Intelligence of all the sales channels to monitor sales performance.• S&D Sales Activity and Growth Tracking and performance dashboard management against all set Sales KPI’s.• Detailed Channel Sales, Revenue and channel productivity analysis. Show less

• • Dec 2013 - May 2015

  Quality Assurance:• Formulation of KHIs (key health indicators) which drives all sales channels in right directions as leading indicators for sales• Sales health audit keeping in view of identification of poor performing sale channels and making strategies and work with them to improve the sale quality• Health check of all launched projects launched by the S&D Department• 7, 15, 30, 60 7 90 days sales channel trends & identification of sales pattern to increase the sales quality on different days pattern • Health check of newly launched channels & ensure Capability Building• Health check of newly 789/Biometric numbers activation • Monitoring of Region wise 30/60 days loading trend • Highlighting of concerns on Zero Loading and initiatives for improve the overall sales quality• Monitoring of customer behavioral concerns through the MOUs Parameters on zero transactions• Increase check and balance to control churn and persuade channel to increase the high quality sales• Ensure proper Communication on the current issues faced due to regions in HQGEO Marketing:• Close Coordination with HQ Commercial and engineering departments• Newly on Air sites intimations to regions and close follow up on the channel readiness• Ensure SOP provided to regions for the channel readiness.• Highlight the Regional concerns with the help of RCTOs available in regions.• Address Major regional concerns in engineering commercial meeting.• Help & Ensure full support in operational concerns of the cell sites to Regions• Planning of Coverage of coming years network equipment asked by the Commercial & Engineering departments.• Current Project updates in EMT and share concerns with Regions• Channel training and Development on all aspects • Liaison with the HR and Regions regarding the development of overall S&D structure Show less

• • Sep 2009 - Nov 2013

  • Looked after Central 2 regional CSCs Operations & Franchise synergy project• Cities CSCs: Sargodha, Faisalabad, Multan, DG Khan, Sahiwal and also looking after Central-02 region franchise synergy project. • Human Resources: 4 branch managers, 2 floor supervisors, 26 CSRs= Total: 32• Franchises: 14 Franchises • I had also monitored Central-01 region operation in the absence of concern regional manager. At that time I had been looking after 10 CSCs & 02 regions franchises.• Management of Sales & Service Policy which directly link with customer experience• Management of quality standards of sales and strong monitoring at CSC Level • Monitoring of Service standard by utilizing system reports and QAT data• Build high level relation with high ARPU customer and visiting them to ensure best customer experience • Responsible for driving Business Development and Sales Activities• To ensure that regional sales targets must be accomplished by keeping in view quality sales• Management of Profitability at CSC/regional Level• Management of low OPEX keeping in view high quality work• Management and ensuring regional CSCs KPIs• Management of calling program with focus approach towards retention and new sale leads• Management of stock issuance • Management of daily/monthly reconciliations with finance operations department • Strong monitoring of SOPs and taking ownership at every level • Make prospecting an integral part of regular routine ensuring new prospects are being added to both sales and service funnel on an ongoing basis.• Penetration of new markets, where CMPak does not have customer base. It is used for best outcome of ODAs• Ensure that sale lead/In-house stock received have the correct financial documentation and back-up so that payment is assured. May assist In-house finance officers in matters of collection• Conducting market surveys/analysis of region and to provide feedback to HQ for better market trend Show less

• • Feb 2008 - Aug 2009

  Major Job responsibility includes:1- CSC Execution (from site hunt till final Launch)2- IT technology enforcement at CSCs3- Financial Reconciliations4- Monitoring of nationwide CSC Activities5- Monitoring Sale & Customer Service Standards (SOPs) 6- Sale & Customer Service Policies 7- Market Research8- Budgeting and Financial Control9- Strategic Analysis 10- SLA Management



Warid Telecom

• Pakistan
• Telecommunications
• 700 & Above Employee

• Business Center Manager

  • Mar 2005 - Jan 2008

  • To develop new accounts and build firm relationship in corporate sector • To manage and control the team of sales and CS • To frequent visit the potential customer with follow ups • To boost up the sales team to achieve their targets on daily basis • Counseling and problem solving for customers • Ensure achievement of required Customer Service Standards • Supervision of CS staff on day to day operations • Ensure CS Staff is updated on current Policies and Procedures of the Company • Daily clinics of CS staff soliciting feedback on current issues and providing required updates/counseling • Conduct training for the CS staff according to the requirements • Monthly evaluation of staff performance providing guidance for continuous improvement on strengths and weaknesses • General administration of the Service Center • Co ordinate with IT department to resolve issues related to Computer Hardware, Software and Networking in the Service Center • Ensuring maintenance of all office equipment, furniture and fixture • Management of customer walk-in on the floor • Develop rapport with walk-in customers moving towards helping the customer develop a long-term association with the company for enhanced customer loyalty • Meet the KPI time of restoration of blocked accounts • Personally serve customers wanting to return their connections with a focus on customer retention and prevention of future churn • To minimize the churn rate (Sale Returns, Voluntary Blocking, and Blocking on Stolen) with daily and weekly report feedback on reasons behind churn and actions required to manage the same • Identify and highlight major issues being cited by customers as cause for dissatisfaction as well as churn • Proper counseling and guidance to customer on maintaining good credit history and ensuring appropriate credit limit is being maintained by customer using all means, including the option of Enhancement of credit limit and change access with required approvals Show less



NCR Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader (Sales Lead and Customer Service)

  • Jul 2004 - Feb 2005

  • Managing a team of 20 customer services representatives • Handling issues regarding customer care and sales leads • Customer care process restructuring • Make plans to increase product knowledge of ACBL in market • Ensure strict compliance to meet KPIs • CS audit • Making and presenting presentations related to products issues to senior management in ACBL ETD Department • Conducting training for CS staff • Coordinating with T&D department • Managing a team of 20 customer services representatives • Handling issues regarding customer care and sales leads • Customer care process restructuring • Make plans to increase product knowledge of ACBL in market • Ensure strict compliance to meet KPIs • CS audit • Making and presenting presentations related to products issues to senior management in ACBL ETD Department • Conducting training for CS staff • Coordinating with T&D department



ABM Info Tech (Pvt.) Ltd.

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

• Executive IT and Business Solutions

  • Jan 2003 - Jun 2004

  • Developing sales objectives and strategies of different LAN/WAN, disaster recovery solutions (DRPs), Internet security threats, Resource management systems, Mailing and proxy solutions and a lot more IT products. • Making and delivering presentations, sales tools and sales material. • Evaluating market conditions and competitors approach and the analysis of sales records. • Analyses of factors such as pricing, customer support and quality assurance • Assure adherence to the corporation operating standards. Show less