Currently spearheading operations excellence projects, reporting directly to the Head of Operations Excellence and the Chief Operating Officer.

- Responsible to Assess business processes and identify ways to boost Improvement & Cost Optimization.- Collaborate with Top-tier management to drive strategy and implement new processes.- Monitor and evaluate operational KPIs to create action plans accordingly for improvement.- Work cross-functionally with other teams to ensure smooth operations and better experience.- Lead overall business operations of a newly launched vertical of business named "Grand Bazaar".

- Improved account management by predicting potential competitive threats and outlining proactive solutions.- Managed around 250+ corporate accounts in all aspects.- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.

- Responsible for overseeing all activities related to Q-commerce live operations at BPO partner end.- Assignment along with the required support to fulfill the KPI targets including Average Processing time, Average handling time, and Quality Assurance to BPO partner to improve customer and partner services performance & efficiency.- Ensured that BPO partner meets goals and provide reliable, efficient support for business.- Liaised with all stakeholders to ensure excellent customer and vendor experience.

- Business consultancy to the company’s authorized dealer network.- Analyzed market trends, demographics, pricing, competitor’s product, and other related market information for reporting and strategy development purposes both for dealer network and company.- Conducted regular dealer audits for Sales VS Stock, Product display, Branding, and other promotional activities.- Performance evaluation of assigned dealerships through defined guidelines on a semi-annual basis.- Assessed each location's individual and team performances, analyzing data trends to determine the best methods to improve sales results.

• Gained knowledge of company policies, protocols, and processes.• Assisted seniors with various marketing and sales activities which include ATL/ BTL activities and other routine tasks.• Coordinated with dealership Owners/ Directors and sales staff for market information and understanding of dealership operations.• Analyzed customer feedback to identify areas for improvement.• Acted with integrity, honesty, and knowledge to promote the culture of the company.

- Ensured quality service and assistance to customers in a timely efficient and knowledgeable manner by the contact center.- Contributed towards continuous Process Improvement for great pre and post-delivery experience.- Coordinated with regional/ global operations teams for execution & reporting of systems, and processes as per parent company’s standards.- Analyzed contact center performance, including Key performance indicators, and devise countermeasures for anemic areas.- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.- Managed to resolve routine customer problems/ complaints through various mediums including emails and social media.- Identified and assess customer needs to achieve customer satisfaction.- Followed up with customers about resolved issues to maintain high standards of customer service.- Developed new strategies for customer retention activities.

- Acquired comprehensive knowledge about Islamic Banking and its significance within the targeted market.- Facilitated collaboration among departments to achieve a seamless branch banking experience, fostering a cohesive and integrated output.- Engaged with customers through phone, email, or in-person interactions to provide relevant information and assistance.