Etihad Town is a leading Real Estate Developer in Pakistan.Manage operations across three core categories: Clients, Strategic Sales Partners (SSPs), and Visitors.Led the documentation team for SSP submissions and a supervising team for possession, transfer, upgrading, and mergingcases.Prioritize client issues related to ledgers, installment plans, balloon payments, and discount adjustments.Oversee SSP account management, including rebate postings and business account… Show more Etihad Town is a leading Real Estate Developer in Pakistan.Manage operations across three core categories: Clients, Strategic Sales Partners (SSPs), and Visitors.Led the documentation team for SSP submissions and a supervising team for possession, transfer, upgrading, and mergingcases.Prioritize client issues related to ledgers, installment plans, balloon payments, and discount adjustments.Oversee SSP account management, including rebate postings and business account adjustments.Drive initiatives to monitor and enhance daily, weekly, and monthly footfall visibility.Ensure smooth operations and optimal customer service for clients, SSPs, and visitors. Show less

As an Operations Specialist at a marketing and distribution company in the FMCG industry in Dubai, I am responsible for the following:Overseeing the e-commerce platforms Amazon.ae and Noon.ae, including inventory management, marketing, order fulfillment, and customer service. This resulted in a significant 40% increase in sales volume and a noteworthy 15% improvement in customer satisfaction.Tracking and analyzing sales team performance, managing key performance indicators (KPIs)… Show more As an Operations Specialist at a marketing and distribution company in the FMCG industry in Dubai, I am responsible for the following:Overseeing the e-commerce platforms Amazon.ae and Noon.ae, including inventory management, marketing, order fulfillment, and customer service. This resulted in a significant 40% increase in sales volume and a noteworthy 15% improvement in customer satisfaction.Tracking and analyzing sales team performance, managing key performance indicators (KPIs), and providing comprehensive reports to senior management. As a result, there was a notable 10% increase in sales productivity.Managing the vehicle fleet across the GCC, ensuring timely servicing, maintenance, and compliance. This led to an impressive 20% reduction in breakdowns and a notable 10% increase in vehicle utilization. Show less

Oversee a high-performing team of operations unit, Customer Engagement Leads, Associates, and Analysts leading key customer relationships.Develop robust and seamless integration of key performing indicators at all hierarchal levels.Provide annual operational plan by measuring and evaluating consistent monthly performances. Provide guidance on analysis and insight presentations to help customers launch effective marketing campaigns.Led sales, marketing, and operation teams to… Show more Oversee a high-performing team of operations unit, Customer Engagement Leads, Associates, and Analysts leading key customer relationships.Develop robust and seamless integration of key performing indicators at all hierarchal levels.Provide annual operational plan by measuring and evaluating consistent monthly performances. Provide guidance on analysis and insight presentations to help customers launch effective marketing campaigns.Led sales, marketing, and operation teams to deliver a cohesive customer experience.Facilitate up-sell and expansion opportunities and serve as an escalation point for resolving customer feedbackMaintain and ultimately enhance survey processes that create Service Net Promoter Score results and define actions to improve it over timeDeveloped a robust business strategy for the B2C vertical of the business Show less

Globally, we are the leading provider of Mobile-delivered insurance & health services in an emerging market.Leading a potential Telesales team of 300 outbound sales associates and 20 team leads.Hitting daily/weekly and monthly sales targets by doing sales campaigns and promotional activities,  improved approaches developing objectives for the call center’s day-to-day activitiesPlan and continuously monitors departmental operations to ensure KPI, KRA, SLA of the floor and… Show more Globally, we are the leading provider of Mobile-delivered insurance & health services in an emerging market.Leading a potential Telesales team of 300 outbound sales associates and 20 team leads.Hitting daily/weekly and monthly sales targets by doing sales campaigns and promotional activities,  improved approaches developing objectives for the call center’s day-to-day activitiesPlan and continuously monitors departmental operations to ensure KPI, KRA, SLA of the floor and teams.Launched PIP (performance improvement plan) for the first time for average and bottom performers, educating them to perform well with product knowledge, and selling skill training. Show less

Zameen.com is the #1 real estate unicorn platform in Pakistan.Led the CPML telesales team to give the best productivity and lead conversion results from social media marketing campaigns. Enhanced the sales arms for the company and contributed to the socioeconomic of the society by Leading the Secondary property model initiated by Zameen in 2019 and managing the LMS, customer experience, and churn across the board to meet the unit economics

Managing teams of talented individuals (700+ employees) across all countries working in kaymu Asia (Pakistan, Bangladesh, Sri Lanka, Nepal, Philippines).Coaching, training, and development plans. Implementing an E-commerce strategy in order to improve website performance.Order processing cycle (Order validation, dispatch, logistics follow-up, delivery, customer feedback). Analyze data, customer feedback, and competitive landscape to plan and introduce new functionalities to stay… Show more Managing teams of talented individuals (700+ employees) across all countries working in kaymu Asia (Pakistan, Bangladesh, Sri Lanka, Nepal, Philippines).Coaching, training, and development plans. Implementing an E-commerce strategy in order to improve website performance.Order processing cycle (Order validation, dispatch, logistics follow-up, delivery, customer feedback). Analyze data, customer feedback, and competitive landscape to plan and introduce new functionalities to stay ahead of the competition and deliver the best-in-class user experience.launched 1st online Kaymu Information Portal, a centralized training hub for project teams in Kaymu Asia, organized sessions, and developed training material providing instant access to specific queries of Customers, Vendors, and visitors. Show less

For Kaymu Pakistan managed Quality Training and Evaluation of customer services (Inbound/Outbound), correspondence (live chat, email, WhatsApp, Facebook), and dispute management.Carrying out “Training need Analysis” for improvement of center’s quality.Initiated (ad hoc, conventional, stress, time management training for employees.Conducting daily Huddles, Periodic Team Meetings, Quizzes, feedback, coaching, and counseling to improve performance scores.Identifying calls failing… Show more For Kaymu Pakistan managed Quality Training and Evaluation of customer services (Inbound/Outbound), correspondence (live chat, email, WhatsApp, Facebook), and dispute management.Carrying out “Training need Analysis” for improvement of center’s quality.Initiated (ad hoc, conventional, stress, time management training for employees.Conducting daily Huddles, Periodic Team Meetings, Quizzes, feedback, coaching, and counseling to improve performance scores.Identifying calls failing to meet predefined standards and identifying the problem. Show less

Managing sim activation helpline 789 and ensuring that all activation protocols are followed.Managing prepaid 333, postpaid and retailer helpline calls to give them the right resolution. Managing complaints and resolving the customer's issue within the standard timeline TAT.

Managing large amounts of inbound and outbound calls in a timely manner following call center “scripts” when handling different topicsIdentifying customers’ needs, clarifying information, researching every issue, and providing solutions