OPD Reimbursement Management Division1. Built logics and turned them into comprehensible flowcharts for the IT team to develop applications for the end-user to file claims and doctors to review the same. 2. Written complete operations plan with attention to every detail. From the user lodging a claim to doctor reviewing it to senior doctor cross-checking it to finance department scrutinizing the financial eligibility of the claim.3. Provided logics to tech to build the dashboard which provides analytics of claims.4. Hired & trained 12 doctors within the first quarter of launch.5. Devised a strategy for the investment of the fund (despite being a non-finance grad)Corporate Operations Management 1. Looking after services of 800+ companies including brands as big as Unilever, Nestle, HBL, Jubilee Insurance to name a few.Consumer Operations Management1. Looking after a portfolio of over 1.6M consumer base which is growing every passing day2. Integrations with labs (Chughtai, Essa, SINA to name a few)3. In-app notifications, SMS marketing, Email marketing4. Power partnerships with banks and telcos

Leading the key accounts management function which is responsible to look after services of over 800 companies nationwide.Key Achievements:1. Growth in user base by a 891% in FY232. Growth in consultations by 54% in FY 233. Growth in companies by 88% in FY 234. Customer retention rate 95%

Managed Call Centre Operations of our client Adamjee Insurance Company Limited. => Business growth by over 50% in just under 10 months=> Complete documentation of all the processes involved from landing of a call at the helpline to the delivery of resolution to the end customer=> Service types including but not limited to Claim Intimation, Survey Appointment, Fresh Business, Renewals etc

Key Accomplishments:=> Revenue growth by 3X => Set-up call centre operations from scratch=> Introduced incentives & developed KPIs for call centre team=> Laid out procedure and execution strategy to develop in-house CRM so as to protect customer data and have better control over the value chain

Vehicle Routing Problem and Fleet Operations Management

TPL Franchise Project - Lead Trainer

Management of following functions with 4 assistant managers under direct report:▪ Front end Customer Services -- Nationwide▪ Fleet Support▪ Sales Support Operations▪ Retention, Recovery and Removals▪ eCS, Chat Service and Customer Services on the tap Apart from above, successfully planned and delivered TPL Mobile Store Project which involved training of over 200 headcounts nationwide and then laid down the foundation for TPL Franchise Model. Successfully executed the project before leaving the company.Achievements:=> TPL Franchise Model; from laying down the foundation to execution of the project=> Increased after sales CS revenue 27% YoY=> Slashed payroll by 23% YoY through process automation=> Revised KPIs of the staff to increase efficiency and effectiveness=> Introduced Customer Retention plan which resulted in avg. revenue of over 1.5M per month=> Revised Customer Migration Campaign which resulted in 3X increase in the number of units sold=> Took up additional challenge of analysing and proposing new SOPs for Digital Sales Operations=> Prepared tutorials for Trakker Affiliate and even recorded the training manual in the studios

The key responsibility was to work on ideas that could rejuvenate the whole department. I had freshly graduated with Specialization in Supply Chain Management so the company leveraged me to come up with solutions that could help attain the strategic objective of speeding up technical activities toensure customer satisfaction by improving the supply chain.=> Presented the idea of Mobile Store, drafted detailed processes for operations and had it launchedin a short span of 4 months before leaving the company

=> Worked on e-CS and Security Briefing=> Managed service levels=> Process refinement=> Automation & optimization

=> Customer relationship management=> Responsible for effective functioning of all facilitation centres nationwide within service levels=> Churn management=> Generate sales from walk-in customers and compliance of credit policy=> Responsible to draft process & campaign documents and response to letters and emails sent bycustomers

=> Complaint management and resolutions within service levels=> Complaint reduction through efficient customer operations=> Supervision of outsourced & shared services and ensuring that the activities are carried out as perstandards of the company=> Team management of over 30+ outsourced resource

=> One call resolution=> Data updation & security briefings=> Audits

=> Monitoring of vehicles through inbound & outbound calls=> Stolen/snatched vehicles recovery operations=> Coordination with security & customer services