• Worked with the systems development team and the merchant services team to implement a new system for 350+ merchants for easy interaction with Rukula that in return brought down the processing time of a customer from 20 minutes to 7 minutes. • Implemented and manage Samsung KNOX guard for our customers which increased our collections from 70% to 97% as a result of locking devices for non-payment • Introduced and managed a Mobile Insurance Scheme for all customers and created an easy process to make sure all insurance claims were coordinated between Rukula, the merchant, the customer, and the repair center.• Prepare and share the Month end reports, monthly collection reports, and next month's targets with the Management, Investors, and stakeholders • In charge of providing Unlimited Data packages to all customers who completed Monthly EMIs on time.

• Was part of the team that created an e-commerce platform during the first COVID-19 Lockdown within 72 hours called Rukula Shopping which is a digital commerce platform for social impact. We manage the e-commerce business for Nestlé, Phoenix Plastics, Zesta, and a few other major brands which in return gave 150 drivers a source of income even during a Lockdown.• Was part of the team that initiated R&D to set up Rukula in Pakistan.• Worked with the system development team to build a new calling system for Recovery agents where all the daily calls take place through a Daily Work Sheet which increased the number of calls made a day and created transparency within the department.• Implementing and tweaking the process of the Recovery team to make sure they are on track to achieve their monthly collection target.

• Co-ordinating/visiting 150 plus merchants across the country and ensuring that the merchants are satisfied with our services.• Signing up new merchants and training them the process of obtaining Rukula finance.• Implementing new processes or changes to the processes for the betterment and ensuring those processes are understood and applied by the team members.• Performing/ensuring that merchants’ sales analysis reports are provided on time to the management on a monthly/quarterly/yearly basis.

• Directly coordinated with the merchants regarding customer documentation, sales and payments to be made to the merchants.• Checked customers’ eligibility in terms of obtaining Rukula finance in the system.• Prepared sales reports on a daily basis.• Called customers with regard to detail confirmation before processing the documents into the system. • Coordinated with the finance/recovery departments with regard to merchants’/customers’ payments.

• Built and maintained positive relationships with all walk-in customers, customer calls, and e-mails.• Provided information about products and services including pricing, availability, delivery options, and order status.• Processing orders, including collecting shipping information and processing payments.• Settled customer payments to the finance department on a daily basis.• Resolved all customer complaints regarding any product or service-related issue with anything.lk• Assisted the head of customer care on an ad-hoc basis.