Solectric Solutions is a startup in alternate energy and Civil Engineering to provide affordable and durable alternate energy solutions to its customers along with providing reliable construction solutions. We have network all across the country, we provide smart small household solutions as well as industrial solutions. We deal in Public as well as Private departments.

Cutting Edge Group is an event management company and a media house; we have successfully executed events like Pakistan Tourism dialogue, Chief of Naval Staff Golf championship, Pakistan’s first international paragliding championship, Kashmir Premier league etc. My team’s role is to generate sponsors for such events. We have successfully generated sponsors like Serene Air, Turkish Airline, Zong, SCO, SunoFM and many more. The role is not only to generate sponsors, it also includes making products (Events) and selling them to potential entities. Both B2B and B2C network and connections are involved to generate business.

Brighterlite Pakistan was a Norwegian solar pay as you go company and I managed call center and sales operations along with reporting function for customer care and sales department including Customer Experience Management and Customer Centricity Management, Designed and conducted Surveys for understanding of markets. I was reporting to Foreigner CEO of the company Mr. Haakon Valstad. I looked after Nationwide Sales operations with primary focus on interior Sindh, Gilgit Baltistan, Central and Southern Punjab. I designed and implemented dashboards to monitor, identify the gaps, improve on ground sales team, and call center team performance. Minimized operational cost by implementation of routing plans and a planned follow up. Call center was responsible for inbound/Outbound calls regarding customer Queries/Complaints/Requests/Surveys/Winbacks/Recoveries and monthly Recharge. Training on product and soft skills was also a critical requirement for this role and i have recruited and trained around 70 employees in sales and customer care department.

Jazz has always been market leader among Pakistan telecommunication service providers, I was reporting to regional director north. I was responsible for identification of gaps in Sales and customer services deliverables, Customer Experience management (NPS) and Customer Centricity Management in all touch points of customer interaction in North Region that includes 5 Company operated Service Centers and 88 Franchises along with 375 Jazz service points (JSPs) in North and after critically analyzing the data it was my duty to suggest and implement improvement plans for customer experience, customer centricity, trainings, training needs assessment and sales reactivations.

I was Reporting to floor manager call center, managed operations for Jazz contact center Islamabad for more than 450 employees logged in at a single given time, service level management was a key task to perform along with managing other KPIs of contact center e.g. Service level management, productivity leakages, absenteeism, discipline and counseling. 8 Team leaders were directly reporting to me along with 120 team members. People management, training people, listening to their issues and counselling was a day to day requirement in this role.

 People management and support in terms of employee performance / documentation / conflict management  Manage and handle a team of 15 to 18 CCRs and achieve KPIs for Qualitative & Quantitative targets as assigned Periodically conduct one on one coaching/appreciation session with each team member and provide positive/constructive feedback. Initiate and follow up on Performance Improvements Plan of team members and provide effective coaching/guidance during it. To keep abreast with the latest information w.r.t the products, policies and procedures for effective customer handling To provide feedback to the Management on issues and challenges w.r.t the job and suggest solutions To ensure self and team participation in Team Meetings, Daily Clinics, CTP and other learning forums To perform other duties / special tasks as assigned by Floor Management Handle escalations with resolution and necessary follow-ups & facilitate Floor Management for smooth floor operations Ensure team is aware of company’s policies & procedures and code of conduct Ensure careful handling of all resources provided to the team  Get hands on experience of every New Promotion and Service Effectively plan and Update leaves in systems within the defined time

Served as a helping hand to team leader and as his back up for the performance of a team of 15 to 20 customer care agents, their performance improvement, counseling and trainings.

Addressed customer’s queries on 111 helpline, handled inbound calls.

Handled inbound calls of customers, answered their queries and complaints.