Farrukh Ejaz Email & Phone Number

*Carrier Accounts Relationship Management*Customer Service and Support*Collaboration and Coordination

Product Development and Management Market Research and Segmentation Vendor RelationsReporting and Analysis

Pakistan

• Product Development & Management of Business Voice & Connectivity solutions with value added services like Surveillance, managed Services, Data center etc...• Automation of B2B Lead to Quote process in Microsoft Dynamics 365• Corporate Solutions development in CRM for order provisioning and billing• Sales Channels management and commission model for SME segment• Coordination with finance, procurement and sales team for the payment to partners for different product solutions• Assist sales & pre-sales teams in preparation of commercial proposals• Creation of SOPs and product presentations for Sales channels & support teams

Islamabad, Pakistan

•Managing all sales channels of PTCL•Identify priority channels for the Category/Market and recommend tailored Channel plans in line with overall market strategy•Devise Efficacy Plan for the Sales channels•Manages potential channel conflict with other channels by excellent communication and through strict adherence to channel rules and company policy.•Assure product availability and internal customer satisfaction.•Induction of new re-sellers to increase POS.•Commissions

Islamabad , Pakistan

Value Added Services• Responsible for managing existing landline VAS as well as constantly upgrading them in order to increase revenue• Management of Payphone and premium rate service(0900)• Revamped Islamic Info Service IVR for better customer experience• Conduct refreshers for contact centersOperations Support• Support regions for queries related to processes and systems.• Infrastructure and capacity reporting and analysis for PSTN and DSL ports in all regions• Support regions to maintain stock levels• Creation of Wireline SOPs for smooth functioningSpecial Projects• Complaints handling on Social Media• Reduction of DSL Complaint Rate from 51% to 30%

Islamabad, Pakistan

Campaign Management & Marketing support• Manage distribution of POS material to regions and resolve issues of regional teams in their target achievement. • Perform post campaign analysis to evaluate the success or failure of a campaign for future venture.• Conducting training for contact centers at pre and post launch stages of new productsReporting and Monitoring• Daily and Month to Date Executive reporting and data mining activities of Wire line Business department.• Monitoring the performance of regional teams and share the reports with management and stakeholders to create an environment of competition

Hqs

ASSISTANT MANAGER ORGANIZATION DEVELOPMENT• Involved in different rationalization projects to assess the needs and requirements of internal customers• Position profiling• JDs creation and updating on HR portal• Support regions for Hierarchy validation and HR issues• Ensure proper implementation of performance management system SAP (HCM Module) and provide the necessary facilitation and support during exercise.

Hqs And Regions

ASSISTANT MANAGER COMMERCIAL• To ensure achievement of all marketing objectives, Implementation of McKinsey project of business processes re-engineering was performed i.e. revamping of PTCL telephone exchanges all over the country to improve customer experience• Mystery Shopping planner and executor for Customer Service Centers to improve the customer satisfaction• Development of Customer feedback system for complaints and suggestions

Rawalpindi, Pakistan

Key Responsibilities • One on One interaction with the walk-in customers at the Service Center & resolving their issues• Ensure customer retention• To communicate with concerned all current policies, procedures, promotions, products, and value added services offered by the company• Consistently met or exceeded all goals for monthly, special event and annual sales• Follow up on all cases cited by the customer as first interface• Monitoring and keeping the record of Refund Pay orders (Sale returns/Live subscriber/Port-out cases) of Business center• Coordinating with back end support, Admin, finance and logistics department for relative issuesSpecial Projects• Planned & implemented efficiency of kiosk (Marketing & sales project by Warid Telecom) at McDonalds. • Complied a handbook for internal customers of all the packages and services of Warid Telecom

Islamabad

• To provide support to the field force for promotional tools and accounts related matters• To give support to the distributors for their queries related to the commercial stock dispatch• To coordinate with the factory personnel for the prompt delivery of the promotional tools to the field force and commercial stocks to the distributors• To prepare sales and stocks reports on weekly and monthly basis and analyze sales tendency• Assist marketing manager in sales administration• Team Member of different Marketing CampaignsAccounts • Maintain & reconcile General Ledge• Handling & payment of distributor claims• Reconciliation with banks