As the Co-Founder and CEO of J TEN Enterprise, I am a dedicated and visionary leader committed to driving excellence and innovation in the Business Process Outsourcing (BPO) industry. With a passion for leveraging technology and talent to deliver exceptional results, I have been instrumental in shaping the strategic direction and growth trajectory of our organisation.My leadership style is characterised by a collaborative approach, fostering a culture of teamwork, creativity, and… Show more As the Co-Founder and CEO of J TEN Enterprise, I am a dedicated and visionary leader committed to driving excellence and innovation in the Business Process Outsourcing (BPO) industry. With a passion for leveraging technology and talent to deliver exceptional results, I have been instrumental in shaping the strategic direction and growth trajectory of our organisation.My leadership style is characterised by a collaborative approach, fostering a culture of teamwork, creativity, and continuous improvement. I believe in empowering our team members, encouraging them to take ownership of their roles, and providing them with the resources and support they need to succeed.Under my guidance, J TEN Enterprises BPO Solutions has experienced significant expansion and success, establishing itself as a trusted partner for businesses seeking to optimise their operations and enhance their competitive advantage. Through strategic planning, operational excellence, and a relentless focus on customer satisfaction, we have been able to achieve sustainable growth and deliver value to our clients across various industries.In addition to my role as CEO, I am actively involved in industry networks and associations, staying abreast of the latest trends and best practices in the BPO sector. This enables me to anticipate market changes, identify new opportunities, and position J TEN Enterprises BPO Solutions as a leader in our field. Show less

Managing a team of executives responsible for handling all customers bill delivery and documentation activities. Ensuring all the activities are in accordance to the defined KPI’s and agreed contract with external vendors (TCS, CCS responsible for bill printing/delivery). Conduct reconciliation and audit of all activities performed by vendor, rectify errors and impose penalties if required. Perform root cause analysis of all bill delivery related complaints and coordinate with IT, vendors etc.… Show more Managing a team of executives responsible for handling all customers bill delivery and documentation activities. Ensuring all the activities are in accordance to the defined KPI’s and agreed contract with external vendors (TCS, CCS responsible for bill printing/delivery). Conduct reconciliation and audit of all activities performed by vendor, rectify errors and impose penalties if required. Perform root cause analysis of all bill delivery related complaints and coordinate with IT, vendors etc. to resolve them. Maintain efficient and effective communication with front end teams to quickly handle documentation activities and issues. Key contact for retrieval of documents in case of any disputes, legal matters, intelligence agencies, PTA etc.Significant Contributions:• Converted almost 54% customer base to e-billing via different campaigns which helped in reducing bill delivery cost and enhanced customer experience• Increased bill delivery success ratio 12%.• Reduced complaint ratio 15%.• Worked on revamping layout of invoice, which will help in reducing printing cost up to 40%• Introduced savetrees@waridtel.com e-mail for customers who were not interested in receiving their invoice or they did not had valid/traceable postal/e-mail address Show less

Successfully manage 24 x 7 Lahore Call Center Operations, monitor trends based on calls, issues, queries, and use these tools to take concrete actions on improvement of the quality of service and reducing repeat contacts. Manage customer perceptions and build strong relationships throughout the company. Keenly focused on Customer Experience Management (CEM), and continually seeking new ways to enrich the customer experience and loyalty. Lead the development of the customer experience vision and… Show more Successfully manage 24 x 7 Lahore Call Center Operations, monitor trends based on calls, issues, queries, and use these tools to take concrete actions on improvement of the quality of service and reducing repeat contacts. Manage customer perceptions and build strong relationships throughout the company. Keenly focused on Customer Experience Management (CEM), and continually seeking new ways to enrich the customer experience and loyalty. Lead the development of the customer experience vision and guidelines for Warid Postpaid products and services and translate experience promise into actionable initiatives across all customer touch-points. Development of training programs for call centre agents in alliance with Resource Development team. Significant Contribution:• Focused on premium customer’s reason for frequent contacts and established alternate channels for quick service delivery. Reduced subscriber to call ratio by 30% and introduced customer feedback for all call center interactions• Set up of IVR (interactive voice response) 100 where info of all new products and services was available• Launched Black berry, 135 warid retailers, MNP helpline Show less