Khurram Iftikhar Email & Phone Number

Islamabad, Pk

Faisalabad, Punjab, Pakistan

• Regional interface for Circle planning, product planning and other support functions• Responsible for giving direction (Forward looking) on regional level to achieve organizational/regional strategy set ambitions.• Regional campaign management, Regional PR handling, LI mapping, hierarchy changes & CBOM KPIs• Regional business KPIs management, actionability on these KPIs, performance management and regional project execution• Trade Marketing regional budget monitoring & reporting and governance model implementation• Vendor management, BDO Management and liaison with brands, Circle and planning teams• Execution of Retail conventions, franchise servicing and events and activations• POC for regional taxation issues and channel enablement• Develop plans for Merchandizing and BDO trainings to improve the service quality• Activation and planning of other engagement activities• Execution of Adhoc reporting, presentations and analysis• To ensure successful rollout of company products and implementation of communication plans at the Sales & Distribution channel across the region.• Develop plans for Merchandizing and BDO trainings to improve the service quality

Islamabad

Key Responsibilities:• Successfully managed end-to-end operations of nationwide franchises, ensuring smooth functioning of the channel.• Implemented effective strategies to meet assigned targets and tasks, consistently delivering accurate results.Channel Operations and Planning:• Developed comprehensive channel planning strategies to optimize franchise operations and enhance overall performance• Collaborated closely with multiple departments & stakeholders to ensure timely execution and conclusion of automation requests and process refinements • End to End handling onboarding of new business partners & franchises• Executed Nationwide Franchise Final Settlements of resigned and terminated franchises, ensuring compliance and smooth transitions• Managed Franchise Security Cheques & Credit Affidavit Activities on yearly basis, ensuring all necessary documentation was properly maintained• Issuance of legal & compliance notices to channel partners in cases of non-compliance, breach of SOPs and signed contract• Oversaw Credit Management includes Credit Issuance & Recovery for nationwide franchises channel during weekly and gazetted holidays to support the channel & ensure business continuity on grounds• Maintained a comprehensive data bank, archiving all necessary documents related to franchise business and operations, while also managing dashboards, trackers and preparing weekly / monthly presentations• Successfully fulfilled adhoc data insights, special reports, presentations and tasks, including internal and external audit requirements and departmental needs

Islamabad Hq

Key Responsibilities:• Led a team to achieve targets, expectations, and KPIs set by management• Implemented accurate measures to meet assigned targets and tasks, consistently delivering results• Monthly analysis and presentations, including QA&T dashboard designing and data mining• Preparing presentations for high-level management, providing valuable insights as per requirements• Inspected contact center calls according to company standards to ensure quality & customer service standards• Conducted pre and post analysis of team members' performance, identifying areas for improvements• Facilitated monthly team sessions to address critical areas and conducted daily one-on-one sessions to guide team members on their weak areas• Provided tips and red alerts to enhance performance on a day-to-day basis• Prepared special performance presentations for the Quality Assurance and Training Unit• Generated frequent analysis reports for internal clients and department-wise evaluations• Conducted re-evaluation of quality-inspected calls and other transactions to ensure accuracy• Evaluation of support functions i.e., E-Channel and Complaint Management Center• Led the Customer Care Services Health Check Team, responsible for surveying customer feedback across all customer care support and operational units

Islamabad, Islāmābād, Pakistan

Key Responsibilities:• Conducted Outdoor Testing of 3G and 4G Networks in all on-air cities, before & after commercial launch and site verification approval• Performed testing of 3G/4G and other services on high revenue sites • Conducted thorough testing to resolve complaints regarding products, services, and communication• Evaluated the 3G and 4G experience of corporate clients, ensuring high-quality service delivery• Conducted physical tests of Customer Service Center (CSCs) and franchises to compare the performance of ZONG with other mobile operators (OMOs) in terms of products, services, and communication• Conducted deep and end-to-end analysis on all assigned and adhoc projects as part of the Customer Advocacy Program• Prepared high-level presentations for the assigned projects, effectively communicating findings and recommendations• Coordinated with stakeholders such as RAN & Regional Teams, CMC & Engineering Team directly to ensure smooth execution of projects and services

Islamabad, Islāmābād, Pakistan

Key Responsibilities:• Conducting Multiple Customers’ Feedback Surveys i.e., Engineering, CMC, Marketing, IT, etc. • Analyzing Feedback on Real Time and Reporting to Line Manager • Preparing Daily, Weekly and Monthly Reports• Collaboration with multiple departments on CS Projects

Islamabad, Islāmābād, Pakistan

Responsible for providing exceptional customer service to clients via phone, email, and chat. My key duties include:* Answering inbound calls and responding to customer inquiries in a timely and professional manner* Resolving customer complaints and issues by investigating problems and developing solutions* Documenting customer interactions and maintaining accurate records in our CRM & other systems* Upselling products and services to customers when appropriate in order to promote and mature sale * Collaborating with team members to ensure customer satisfaction and achieve departmental goals* Staying up-to-date on company policies, procedures, and products to provide accurate information to customersI am skilled in active listening, problem-solving, and conflict resolution. I have experience working in a fast-paced environment and am able to multitask while maintaining a positive attitude. I am committed to providing excellent customer service and ensuring that every client interaction is a positive one.

Bachelor’S Degree, Mathematics, Statistics & Computer Sciences, B

I have done my Bachelors (Graduation) degree from FG Liaquat Ali Degree College during the said time. I completed my degree from Punjab.

High School, Mathematics, Economics And Statistics, A

I have done my high school (Intermediate) degree from FG Liaquat Ali Degree College during the said time. I completed my degree.

Matric In Computer Sciences, Mathematics, Computer Sciences, Physics, Chemistry

Activities and Societies: Team Work, Teacher Assistant, Group Studies, Outdoor activities, Dramas, etc. I have done my matriculation.