Responsible of managing B2B sales and pre-sales in East Africa region. Subject matter expert in CRM and Business Intelligence. Account management and up-selling to current customers in the region.

Responsible for presales, workshops and implementation of MS CRM Dynamics reporting and Workforce Management solutions. This includes Expertflow services, but also existing products such as Cisco Webview, Cisco Expert Advisor, Teleopti Workforce Management. - Responsible for the partner relationship with Microsoft and Teleopti, including the partner contract and certification. - Provide consultancy services to customers- Proof of concept (POC) Pre-sales demos for MS-CRM, IPCC & BI Reporting and Workforce mangement solutions - Conduct workshops, training and implementation/Project management of MS-CRM/Reporting/ WFM.

MIS Reporting and Analysis BPO Contact Center:DetailsClient: Telenor PakistanHead Count: 300 Active Agents 20 TLs 2 Floor SupervisorsResponsibilities:I was Leading Team of 4 MIS Executives1- Gathering Data and formulizing Reports from all departments for BPO division - BPO contact center HR - Contact Center Operations - Agents Training Department2- Analysis of KPI Reports and development of prognosis plan3- Bench marking contact center Units/Teams based on Quality, Adherence and Call Handling skills

Managed Team of 4 Quality Assurance and MIS Associates

-Managed Team of 4 Quality Assurance Executives -Defining Quality Assurance Key Metrics and Processes-Creating Awareness in Contact center on key SOPs updates.- Email and Calls Quality Evaluations

My Resposibilities in Abacus are as follows:Statistical Reporting using Excel:• Intra month Variation Reports• Price Trend analysis graphs w.r.t time• Monthly Variation ReportingData Quality & Standards• Standardize data on relevant quality performance indicators• Monitors and investigates quality data issues; reviews areas of risk in data quality • Conducts comparative trend analyses to identify variations from previously collected data and potential high-risk values requiring further investigation• Enhances quality standards through analysis• Performs needs assessment and work with other personals to determine enhancement and modification areas in the existing system• Ensures standardized deliverables to the client• Analyzing the data to report the changing trends and policies of the insurance companies