• Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.• Collaborated with executive leadership on strategic planning initiatives to drive business growth.• Developed comprehensive training programs for staff, enhancing team performance and skill sets.• Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.• Managed vendor relationships, negotiating contracts for maximum value and efficiency.• Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.• Facilitated change management efforts, guiding teams through periods of transition and growth.• Spearheaded continuous improvement projects, resulting in enhanced business performance.• Facilitated key partnerships with external stakeholders, expanding market reach and enhancing brand reputation.• Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.• Defined, implemented, and revised operational policies and guidelines.

As a dynamic and results-driven agency Operations and Account Director, I have led my team to achieve impressive success and growth. My achievements include:* Oversee the development of a new brand and business model that led to a remarkable 20-25% increase in revenue every year.* Prioritized client satisfaction by being the primary point of contact for most agency clients, resulting in a significant 15% increase in satisfaction rates.* Delivered compelling presentations to clients by researching their requirements, preparing customized presentations, and showcasing products to meet their unique needs.* Played a crucial role in streamlining and optimizing key strategies, processes, and procedures, resulting in a remarkable 20% improvement in product efficiency.* Collaborated closely with internal teams to provide key insights that have helped us develop designs, resulting in a remarkable 10% increase in client satisfaction and an impressive 100% increase in client retention.* Devised social media strategies and prepared briefs that have improved client satisfaction by a remarkable 30% all by closely coordinating with clients to understand their needs and objectives.* Developed and implement client service processes, policies, and procedures that ensure maximum efficiency, compliance, and effectiveness.* Led negotiations for contracts and new business that resulted in significant 15% cost savings for our products.* Increased client retention by 13% through creative promotions for our long-term clients.* Ensuring that our agency performs at optimum levels, delivering 100% efficiency and top-notch results.* Partnering and collaborating with external vendors to achieve maximum business prospects, increasing our revenue by a remarkable 60% every year.* Introduced a range of innovative methods to improve agency efficiency and effectiveness including hybrid working and early Fridays.

• Successfully managed the Telco Account for Zong 4G, building positive relationships with all points of contact and delivering outstanding results.• Drove client retention, renewals, upsells, and satisfaction by leveraging technical tools and quantitative data to manage campaigns to success.• Collaborated closely with cross-functional teams, including Associate Account Managers, Ad Operations, Analytics, and Marketing, to understand customer goals and exceed performance metrics.• Prepared insightful campaign reports and managed weekly status documents for review.• Maintained archives for future use and managed TVC/Photography Shoots to ensure high-quality creative assets.• Continuously improved processes and workflows related to campaign set-up, pixel placement strategy, ad trafficking, and reporting.• Ensured superior customer service levels, operational excellence and strategic insights were maintained by the team.• Maintained close communication with Finance to ensure billing set-up and invoicing were accurately executed.With my experience in managing Telco accounts and my ability to leverage data and cross-functional teams, I have achieved significant success in driving client retention and satisfaction. My expertise in managing campaigns, analyzing data, and continuously improving processes make me a valuable addition to any team.

• Led account management, vendor management, invoice management, conceptualization, strategy, briefing, presentation, and project management• Increased client satisfaction by building strong relationships and addressing their needs promptly.• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.• Handled key projects for Mobilink, Engro Corp, Pakistan Cables, Lucky Cement, Faisal Asset Management, Greenstar Social Marketing, Springs Super Store, and others• Key Projects: Mobilink (Har Dil Har Din) Brand Re-launch, Mobilink Ramazan Campaign (TVC and Print), Mobilink Moments Campaign (TVC and other deliverables), Jazba Community Thematic Campaign (TVC and print), Engro Corp 50 Years Campaign (TVC, Radio, Print and Internal Communication), Engro LNG Terminal Launch (Branding and Print), Engro Corp Annual Report (2012, 13, 14), Engro Fertilizers Annual Report (2012, 13, 14), Engro Foods Annual Report (2012, 13, 14), Engro Powergen Qadirpur Annual Report (2013, 14), I am the Change (iatc.com.pk - Engro Foundation Initiative) Launch, Pakistan Cables Annual Report (2013), Engro Foods Employer Brand (Internal Launch), Engro Corp Employer Brand (Internal Launch), Sindh Engro Coal Mining Company (SECMC Launch (Print and TVC), Pakistan Cables Limited Thematic Campaign 2015 (TVC and Print), Alfalah GHP Launch (DVC and Print) Campaign, Hub Power Company (HUBCO) Brand Re-Launch, Greenstar Social Marketing Products Re-Branding, Springs Super Store Brand Launch

• Established effective relationships with key internal and external stakeholders for increased collaboration opportunities.• Mentored junior staff members, helping them develop their skills and advance in their careers.• Improved department efficiency by streamlining and implementing policies and processes.• Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.• Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.• Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.• Established protocols for handling sensitive information, ensuring confidentiality and compliance with legal standards.