1. Quality AssuranceRight Sized the team with implementation of AI & enhanced Value addition for clients & operational teams• Process Enhancement• Auditing & Compliance• Training Excellence• Culture of Improvement• Risk Mitigation• Technology Integration & Addition of AI2. Technology and Innovation:Led Initiatives to Gamify workflows and implement a tech savvy work culture to Sync well with Gen X, Y & Z.• Integration & translation of requirements form Clients to Database and IT Team. • Review and assist with development & implementations of CRM’s (Salesforce, Fresh Sales, Zoho, Hubspot, GoHighLevel etc), PM Suite (Monday, Asana, Notion Etc.), Customer Support Suites (Zendesk, Freshdesk), and Telephony (Five9, Ring Central, Vongae, Jitsi, Genesys, 8x8, VICCI, Ytel, Bright Pattern)• Evaluate and implement new technologies & tools that can enhance operational efficiency3. Client Onboarding Working closely with C-Level & Board to identify opportunities & turn them into profitable revenue streams for the company. • Prospecting Opportunities• Contract Negotiations• Kick-Off Meeting • Cross-functional Collaboration• Systems Integration utilizing internal/external teams• Establish KPI's & Performance Metrics• Incubate for Success in controlled environment• Handover Projects after successful incubation 4. Customer Success• Developing CSAT Matrix to maintain Relationships• Develop and implement customer success strategies to drive retention, upsell, and NPS• Collaborate with cross-functional teams, to enhance the overall customer experience.• Analyze customer data and feedback to identify trends, issues, and opportunities for improvement• POC for escalations, report to CEO and develop and maintain customer success metrics.• Stay abreast of industry trends and best practices for Kaizen.• Collaborate with product development teams & contribute to product enhancement ideas.• Develop strategies to retain, expand & grow the client base.

• Launched an incubation site for Touchstone boosting the Revenue by 72%.• Developed expansion opportunities with existing relationships in Mortgage, Real-Estate, Travel Reservation, E-retail, Fin-Tech, AI, Transcriptions, Book Keeping, Recruiting, and Education Sales Industry while helping Automotive and School Supply Companies with Analytics across US.• Anticipate and adapt to new technological advancements to overcome business, security, and compliance problems.• Developed the structure of Business Development and Client Acquisition team while working closely with CMO.• Effective planning and budgeting to maximize ROI and enhance profits to go over 58% for new accounts.• Propose changes to the process, create policies & carry out periodic observation of audits & suggests improvements as necessary.• Overseeing the delivery of periodic reports as required by the management on monthly or quarterly basis.• Creation of quarterly operations plan with corresponding budgets & monitor the headcount needs as appropriate.• Proactive formulation & review of documentation required for the implementation of the strategies and implementations to enhance Data security & compliance. • Studied ISO 9001, 20000, and 27000 to conduct gap analysis for the organization to gear up & get certifications in different Areas. • Worked on creation of Departmental SLA's for Operations & facilitated the creation of working groups for effective creation of SLA’s & SOP’s for other verticals. Formulation of new relationships in Fin-tech, Saas, Iaas, Paas, DFS, Surveys, Data Analytics.• Creation of Proposals, Client On-Boarding, Review & signing of contract.• Responsible of Successful Launch of new products/projects on behalf of organization.

Created PCI compliant infrastructure in collaboration with Director Information Security, compliance team & inter-departmental Synchronization.Initiated a Biz-Dev team code-named "Cookie Jar" to amp up new revenue streams for the company.Added new service verticals for Travel Reservations, E-Retail, AI Based Machine Learning Initiative, Book keeping and Financial Services, Inbound Order Taking, IT/Saas Product Sales and Lead Gen, Trucking Dispatch and Roadside Assistance projects leveraging the leads generated by cookie Jar.Set assessment for personnel evaluations using Myers-Briggs type (E,I,T,F,S,N,J,P) for development and advancement.Significant contribution to Organizational Development by adding new Revenue Initiatives.

Summary Managed relationships with B2B Clients for Market research, Surveys and Concierge Services in Mortgage, Real Estate and Educational Arena covering client facilitation for Mortgage transactions, concierge facilitation for Real Estate transactions and School Management System, providing support and research to Automotive and Education Sales segments.Led Sales and Service Teams while enhancing Client Satisfaction scores (CSAT) & Net Promoter Score (NPS). Worked for Automotive Sector Developing and strengthening their Service standards using Call Analytics by monitoring and transcriptions of audio files.HighlightsNew Product Development (Aviation Concierge, Market research, Data Analysis, School Management System, Concierge Proposals for Different industries, Hotel Management Solution, Telemedicine Services, Inbound products)Exceeding expectations by delivering exemplary results in all verticals to achieve revenue targets including forecasting and facilitation on new business opportunities.Recruitment, Training, Coaching and placement of Management Team members for new accounts.Setting and tracking KPIs in order to increase efficiency and ensure Compliance of SOPsFacilitating the arrangement of statistics along with budgeting and invoicing in a timely manner along with invoice reconciliation and quotations approval on behalf of Management.Working closely for Business Intelligence team to improve & oversee results on new initiativesOverseeing the teams across verticals including payroll and Roster Management.

Key Account Manager for clients in Finance, Real Estate, Education, and Sales Sector in the US.• Allocation of Sales and Service Teams.• Improving Service standards using Market Research and Call Analytics for Automotive Sector.• Surveys for Market research and Business improvement analysis.• Developing Concierge Services for Mortgage, Real Estate, and Educational sectors • Improving client satisfaction (CSAT) scores for Mortgage and Real Estate transactions • New Product Development (AI based Analytics, Data Analysis, Education, Hospitality, Telemedicine, Concierge)

• Taught Project Management, Risk Management, Business Continuity Planning, and Sustainable Development at Preston University.• Utilized 12 years of industry experience from Touchstone Communications and YQ Meet and Assist to mentor students in critical thinking and practical skills.• Implemented various teaching methods like lectures, case studies, and simulations to enhance student learning.• Emphasized the importance of Project Management and Risk Management post-Pandemic COVID-19 for organizational success.

Account Manager - VISA & MasterCard relationship APEMEA (Asia, Pacific, Europe, Middle East, and Africa), Banks (HSBC, RHB, UOB, DBS, Citibank, Maybank) and travel agencies• Implement a Business Development Strategy including RFP’s• Work with the BDM team to maximize opportunities ensuring full sales cycles are maintained• Manage a Call Centre team both local and remotely • Ensure a five star level of service is provided across Operations, Customer Services, and Sales teams• Achieve sales and revenue targets including forecasting• Product Management including contracting suppliers • Build strong, long term relationships, through effective account management• Product Development• Responsible for Sales Contracts and Sales collateral• Setting and tracking KPIs in order to increase efficiency and process quality• Effectively manage and improve company SOPs• Ensuring high levels of performance and profitable returns • Lead and manage the team, inspiring the Line Managers and their sub-teams to run the day-to-day operation smoothly and efficiently

Worldwide Airport Concierge Operations• Ensuring service standard compliance is maintained across all airports in our network.• Provision of management reports to the CEO, Head of Business Development• Oversee all the projects of new Applications and web portals for clients and service partners.• Oversee the project of design and development of new company website.• Manage budgets and invoices in a timely manner along with invoice reconciliation and quotations approval.• Increasing global footprint of our Network by adding over 300 new locations to the global Netwrok.• Oversee training and deployment of an offshore Customer Support Centre including payroll and Roster Management• Creation of SOP's and Training Manual to facilitate uniform standards across the globe.

-Engaging the existing and potential customers to establish trust and building rewarding working relationships.-Maintaining the Company service standards by exercising professionalism and empathy when dealing with customers and is focused towards creating a WOW experience for the customer.-Conveying a consistent brand image that appeals to the customers.-Facilitating Staff by training and explaining necessary procedures of TCS products and services.-Analyzing the needs of staff and client and manage preferences correctly.-Managing full suite of customer services offerings (e.g. shipment status, tracking and other related queries) to customers contacting TCS via the customer service hotline & electronic channels timely and accurately.-Ensure that critical issues escalated by team are resolved very soon.-Determining areas for improvement with suggested solutions to improve TCSs procedures, technology and service to positively enhance customers experience with TCS.

Job Description •Identify potential customers; coordinating with them over Phone, E-mail and text message to complete the Sale.•Working on the Client Referral rewards where Customers can make between 10 to 25 GBP for each customer they refer.•Using World span GDS for Booking and issuance of tickets, complete knowledge of operating and finding the best deals using power Shopper and other Features.•Achieve/Exceed assigned sales targets.•Understand, support, and comply with all company policies and procedures.•Develop new relationships and customer Attention.•Booking and Follow-up with customers until ticket issuance, making online transactions, either by debit card, credit card, or bank transfer.•Generating Itinerary, E-tickets, Fare quote, and Other travel documents as per customers' requirements.• Booking tickets on Sabre, Amadeus, Galileo, and other GDS systems•Used to speak to customers who came after watching our advertisements on direct line From London Office

Professional SummaryIdentify opportunities to enhance relationships with Clients, Delegates, and Celebrities Operate closely With Multinational companies like Telenor, PTCL, SNL, etc. to facilitate supplies Strengthen and add value to client relations Work closely with delegates and celebrity managers for bespoke event management.

- Freight Forwarding (Air/Sea)- Custom Clearance- Inland transportation- bonded & commercial and packaging as per client requirements.- Warehousing (Private Warehousing, Custom Bonded Warehousing, Management and Distribution),- Project Handling/Heavy Equipment Handling.- Import & export documentation services.- Legal Consultancy on Imports, Exports, and customs disputes.- Pursue of the client cases in Customs, EDB, AEDB, FBR, Ministry Of Health (Quarantine Department) and BOI.- Product classification as per tariff covering minimum duty and taxes of imports shipments with accurate PCT heading, plus the application of customs procedures in order to get benefits of SRO(s), and also provide a wide range of cost-effective solutions in custom clearance and freight forwarding.- International Procurement Solutions.

Reporting Of Workshops, and Trainings Jointly Organized by PRCS and ICRC.

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world's largest humanitarian organisation. It promotes the humanitarian activities of its 186 National Red Cross Red Crescent Societies among vulnerable people. Experience Highlightshumanitarian assistance, disaster response, disaster preparedness, heath and care, humanitarian diplomacy, organisation development, youth, volunteering, promoting peace, international disaster response law

Team Lead (Emergency Response Team), Facilitation of trainings, Reporting, Monitoring and Evaluation, Liaising and Coordinating with Partners (IFRC, Turkkizilayi, Danish Red Cross, ICRC) Facilitated Trainings on First Aid, Emergency Response, Disaster recovery, psychosocial support, National Disaster Response plan, YABC, PHAST, WATSAN. Emergency response assistance to government on various occasions like ground Clearance and rescue operations on crash sites of Bhoja air & Air blue, Terrorist attacks on Islamic University & Police line Organizing National Youth Camps 2009, 2010, 2011, 2012, 2013 & 2014 where over 1000 volunteers were trained from all districts across Pakistan in the fields of first aid, disaster response, disaster risk reduction, and Youth as agents of behavioral change(YABC) Field Assessment & execution of Flood Relief Operation in Charsada, Mardan, Nowshehra (2010) Working on Volunteer Management team in collaboration with IFRC for Field operations in interior Sindh i.e Larkana, Sukkher, Khairpur, Shikarpur, Dadu, Sibi & Jocobabad during floods 2010-11.

Protégé Global is Subsidiary of MLM Inc. California, USAJob Description • Listening to Objections of Insurance Companies and presenting appropriately to make an adjustment.• Maintaining and developing relationships with Adjusters in Insurance Companies via Fax, Voicemail, Email and telephone calls. • Arrange Appointment time with Insurance Companies to resolve the Cases of Unpaid Medical bills for Providers.• Responding to incoming email and phone enquiries.• Reviewing performance, aiming to meet or exceed targets.• Gathering market and complete information regarding Medical bills.• Negotiating on settlement % with the Adjusters in the Insurance Companies.

SummaryLeading Delegations of Missing Persons to UNHCR, Establishing Partnership with Stake Holders, Co-ordinating Events and Activities across PakistanEstablishing Linkages with Local and International DonorsArranging Events, Activities and engagement drives in various Cities of PakistanCo-ordinating with Political and social Activists to gather the required attention on Media.

STEP (Slums Transformation & Empowering Population):The basic purpose of the STEP project is to empower slums of different areas of Pakistan. They are provided trainings of handicrafts skills and then the products made by them are sold through different exhibitions, and the revenue generated is used for the betterment of the slums community. This will enhance their living standards and they will also be able to take their part in the nation building.In the next phase, those trained slums will be used as trainers to train other slum communities and the cycle will continue.The long term goal of STEP is to decrease the poverty level and to make slums able to earn money to feed their families and also to enhance the literacy level in the slum communities.STEP has currently started its working in slum area near International Islamic University Islamabad.For further details visit our Facebook page "STEP (Slums Transformation & Empowering Population)" . If you have any query or you want to register as a Member/ Volunteer contatct us on; step.project.pk@gmail.com