Experience

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  WINGSTOP UK (Lemon Pepper Holdings Ltd)

  • Hounslow, England, United Kingdom

  • Shift Manager

    • Feb 2024 - Present
    • Hounslow, England, United Kingdom

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  Sparkle Enterprises General Trading LLC

  • Dubai, United Arab Emirates

  • Operations and Business Analyst

    • Oct 2021 - Jun 2023
    • Dubai, United Arab Emirates

    Assist the Director of Operations in the development, planning, and coordination ofoperational activities.Supervise day-to-day in-house operational activities across all departments such as,accounts, HR and procurement.Formulated Standard Operating Procedures and protocols for the Customer Service andSupply Chain divisions.Designed an organisational structure, Key Performance Indicators (KPIs), andPerformance Improvement Plans (PIPs) for all employees.Exercise oversight over inventory management practices and implement enhancementsas required.Facilitate coordination among various departments, including Marketing, Technical, andCustomer Service, to optimize workflow productivity.Maintain comprehensive inventory and stock reports.

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  Emerging Technologies

  • Oud Metha, Dubai, United Arab Emirates

  • Operations Manager/ EA - Farming Etisalat

    • Aug 2016 - Oct 2018
    • Oud Metha, Dubai, United Arab Emirates

    Overseeing in-house operational activities, managing cross-functional teams, andfacilitating communication within and between departments.Supervising the in-house operational activities of the supply chain.Preparing weekly and monthly reports on sales targets and incentive distribution.Managing the customer experience by implementing a comprehensive complainthandling Standard Operating Procedure (SOP).Generating and validating all reports related to Farming Projects and directly liaisingwith Etisalat's Director, VP, and the company's CEO for feedback and the initiation ofnecessary changes.Contributing to the development of strategies and roadmaps to define success metricsfor all products.Project-based experience, including scope development, tracking, resourcemanagement, and workflow/process improvement.Conducting surveys and spot checks to formulate a subjective analysis report aimed atenhancing customer engagement.Compiling statistical reports based on customer feedback to drive service improvementand Key Account Manager (KAM) evaluation.Managing the team responsible for the Etisalat Business Online Portal and MobileRegistration. Collaborating with the team on Digital Marketing Solutions.Supporting the Client Care department in achieving First Call Resolution (FCR) forcustomer complaints.

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  Mobilink

  • lahore,pakistan

  • Team Leader Contact Center

    • Jan 2004 - Apr 2015
    • lahore,pakistan

    Managed a team of 15-18 staff to ensure the achievement of KPI targets and objectives,contributing to the overall call center success.Provided support to senior management by offering insights, feedback, and potentialsolutions to facilitate decision-making processes.Demonstrated leadership by example, handling difficult customer interactions throughcourtesy call backs and escalations for exceptional cases.Conducted training sessions for both new and existing team members to ensure thatthey’re equipped with product knowledge, system proficiency, and required soft skills foreffective customer care. Additionally, conducted regular quality clinics for staff to keepthem updated on new product launches and promotions.Drove business process improvement initiatives such as Implementation of Net PromoterScore (NPS) to enhance overall operational efficiency and customer satisfaction.Analysed the team's performance, identified areas of weakness, and providedconstructive feedback for improvement through one-on-one meetings and team sessions.Designed and executed Performance Improvement Plans (PIPs) for underperformingteam members.Mentored team members to support their personal and professional development,addressing and resolving challenges to promote a healthy work-life balance.Maintained team motivation and morale, cultivating a positive work environment.Supervised team operations and offered support to Shift Management as necessary.Cultivated effective communication with internal employees in other departments tofacilitate collaboration.Prepared and deliver analysis and reports to senior management on overall productivity,challenges, and improvement plans.

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  CFE Group of Colleges

  • Lahore, Pakistan

  • MEMBER IN FACULTY OF ACCOUNTING AND FINANCE

    • Sep 2011 - Nov 2014
    • Lahore, Pakistan

    Planning and preparing instructional activities that helps in effective learning experience. Developing scheme of work and setting up clear learning objectives. Teaching main accounting and finance courses like; Principles of Accounting, Economic Analysis and Policy, Advanced Accounting, Cost Accounting, Auditing and Tax Laws and Banking and Finance. Establishing class room activities by providing variety of learning material and educational resources. Preparing required reports on students and activities. Assigning and grade class work, homework, tests and assignments. Participate in department and institute meetings.