• As the managing partner of a dynamic tourism company, I lead strategic planning and vision implementation, driving the company towards sustainable growth and innovation.• Spearhead business development initiatives, establishing key partnerships and collaborations to expand the company's reach and offerings.• Foster strong client relationships, ensuring personalized and memorable experiences for travelers while maintaining a high level of customer satisfaction.• Oversee day-to-day operations, implementing efficient processes to optimize resource utilization, improve service delivery, and enhance overall customer satisfaction.• Continuously introduce new and unique travel experiences, staying ahead of industry trends and catering to the evolving preferences of travelers.• Develop and execute comprehensive marketing and branding strategies to promote the company's services, increase brand visibility, and drive customer engagement.• Responsible for budgeting, financial planning, and ensuring the company's fiscal health.• Lead a dedicated team, fostering a collaborative and positive work culture, and providing mentorship to ensure alignment with the company's vision and goals.• Navigate industry challenges and global events, adapting business strategies to ensure resilience and sustainability in the ever-changing tourism landscape.• Engage with local communities and stakeholders to promote responsible tourism, contributing to the economic and social development of destinations.• Actively participate in industry forums, representing the company's interests, and contributing to the overall growth and development of the tourism sector.

• Implemented a streamlined order fulfillment process, reducing order processing times by 25% and improving overall operational efficiency.• Led the successful integration of a new e-commerce platform, resulting in a 30% increase in online sales within the first quarter.• Implemented data-driven inventory management, reducing excess stock by 20% and minimizing stock outs, leading to improved customer satisfaction.• Established a robust logistics network, resulting in a 15% reduction in shipping costs while maintaining timely deliveries.• Launched a customer-friendly returns and exchange policy, enhancing customer trust and loyalty, and reducing return-related operational challenges by 20%.• Initiated a cross-functional team to optimize website performance, resulting in a 40% improvement in website load times and an increase in user engagement.• Developed and executed a digital marketing strategy, leading to a 25% growth in customer acquisition through targeted campaigns and promotions.• Implemented a customer feedback loop, resulting in product and service improvements that positively impacted customer satisfaction scores.• Established partnerships with key suppliers, negotiating favorable terms that contributed to a 15% reduction in procurement costs.• Introduced and developed online shopping application and ride management app. • Received recognition for outstanding performance in e-commerce and operations, contributing to the company’s reputation as an industry leader.

• Implemented a user-friendly website redesign, resulting in a 25% increase in online user engagement and a 20% growth in website traffic.• Spearheaded the development and launch of a mobile app, contributing to a 30% increase in mobile-based transactions within the first quarter.• Achieved a 40% improvement in customer satisfaction scores through the enhancement of digital customer support channels, including chatbots and online assistance.• Successfully integrated a new e-commerce platform, leading to a 35% boost in online sales and a more seamless customer shopping experience.• Introduced and optimized a social media strategy, resulting in a 50% growth in social media followers and improved brand visibility.• Led the implementation of a personalized marketing automation system, increasing conversion rates by 15% and driving targeted promotions based on customer preferences.• Implemented data analytics tools to gain insights into user behavior, contributing to more informed decision-making and personalized digital experiences.

• Implemented a customer feedback system, resulting in a 20% increase in overall customer satisfaction within the first six months.• Established and executed a comprehensive training program for customer care representatives, leading to a 15% improvement in first-call resolution rates.• Implemented a manual response system, reducing response times by 30% and improving the efficiency of handling routine customer inquiries.• Spearheaded the development of a customer loyalty program, resulting in a 25% increase in repeat business and customer retention.• Successfully reduced customer complaints by 40% through proactive issue resolution strategies and enhanced communication protocols.• Introduced a customer-centric culture within the team, leading to a noticeable improvement in empathy and understanding towards customer concerns.• Implemented data-driven decision-making processes, resulting in a 15% reduction in customer care operational costs without compromising service quality.• Led the migration to a new customer relationship management (CRM) system, enhancing the team's ability to track and address customer needs efficiently.• Established a cross-functional collaboration initiative between customer care and product development teams, resulting in quicker resolution of product-related issues.• Received industry recognition for achieving and maintaining high levels of customer satisfaction, contributing to the company's positive reputation in the market.

• Led a dedicated team of 650 professionals focused on the US customer base.• Successfully converted opportunities to sales through online customer acquisition strategies for major cable and satellite providers.• Achieved a notable 15% improvement in operational efficiency within the team• Implemented initiatives resulting in a significant 30% improvement in the sales close rate.• Effectively reduced the cost per call by 10%, contributing to overall cost savings.

• Orchestrated end-to-end operations delivery through strategic planning, alignment, and coordinated efforts.• Enhanced overall sales by 20% to 50,000 RGUs and improved sales closure rates by 20% through the identification and overhaul of redundant processes.• Successfully reduced absenteeism from 11% to 5%, maintaining it through the redefinition of call-out procedures and policies.• Restructured the incentive system, introducing hourly rates based on revenue and sales patterns.• Developed KPIs aligned with sales operations to attain desired results.• Managed client relations and implemented client requirements effectively.• Collaborated with the Tech and solution design team to enhance tools provided for sales.• Strategically planned future expansion based on business requirements with the support of the workforce team.• Conducted appraisals for direct reports and subordinates to ensure clarity and transparency in the evaluation process.

• Established the Lahore contact center for ZonG, scaling from 160 to 300 seats.• Attained an impressive 80% Customer Satisfaction Index (CSI) and 90% quality within the initial three months of the new setup.• Formulated and executed a revenue generation strategy, resulting in PKR 21 million in revenue through Value-Added Service (VAS) sales.• Revamped agent Key Performance Indicators (KPIs) to align with sales and customer service objectives.• Developed a comprehensive policy for leaves and performance, ensuring efficient call center operations.

• Integral team member aligning contact center strategy with CCD, emphasizing strategic pillars: Customer Centricity, People, OE, and Upselling.• Devised a successful upsell strategy, generating over PKR 200 Million in revenue for two consecutive years by selling VAS & Data through the contact center.• Elevated and sustained the Customer Satisfaction Index at 84%.• Achieved a 73% First Call Resolution (FCR) rate through effective strategy execution.• Significantly reduced employee absenteeism to 6% by enhancing employee engagement through transparent communication, change management, and a strong focus on involving the workforce.

• Developed a sales portal for efficient land sales tracking• Implemented a strategic plan to support operations team in achieving sales targets• Conducted periodic audits to ensure transparency across all portfolios• Introduced HR concepts to enhance human capital management within the company