As a top-performing professional, I specialize in helping businesses scale by utilizing remote overseas talent. My mission is to provide exceptional staffing solutions to small and medium-sized enterprises, empowering them to confidently hire individual remote workers or teams.With my expert assistance, companies can identify areas of their operations that can be effectively outsourced. I offer bespoke staffing solutions tailored to meet the unique needs of each organization, ensuring… Show more As a top-performing professional, I specialize in helping businesses scale by utilizing remote overseas talent. My mission is to provide exceptional staffing solutions to small and medium-sized enterprises, empowering them to confidently hire individual remote workers or teams.With my expert assistance, companies can identify areas of their operations that can be effectively outsourced. I offer bespoke staffing solutions tailored to meet the unique needs of each organization, ensuring they have the right talent in the right places to succeed.I understand that outsourcing can be a daunting prospect for many organizations, so I provide comprehensive support throughout the process. From initial requirements assessment to onboarding and compliance, I am committed to delivering reliability and effectiveness at every stage. Show less

Successfully managed sales and marketing operations, leading a high-performing team to exceed targets.Selected Contributions:Improved Roshpack Sales by 700% in just 8 months.Optimized Roshpack, and Roshan Packages website through keyword optimization, backlinks, social media campaigns, and lead generation.Achieved the top position on 10 keywords in Google search for Roshan Packages.Built a Sales team network in 7 different cities in Pakistan.

Managed sales and marketing for Roshpack. Led sales planning and executed digital marketing strategies for Roshan Packages. Implemented digital marketing campaigns for Urdu Digest.

Successfully managed order delivery operations and provided exceptional customer service and experience.

Exciting opportunity to drive growth in the Asian travel and hospitality industries, overseeing customer service, revenue management, and collections teams for optimal performance and success.SELECTED CONTRIBUTIONS:• As a team, we enhanced NPS by 45% through process improvement.• Achieved highest completed bookings ever since inception in July’17 month.• Achieved 96% collection percentage for the first time. (Excellent effort by the FinOPS team).• Launched new payment… Show more Exciting opportunity to drive growth in the Asian travel and hospitality industries, overseeing customer service, revenue management, and collections teams for optimal performance and success.SELECTED CONTRIBUTIONS:• As a team, we enhanced NPS by 45% through process improvement.• Achieved highest completed bookings ever since inception in July’17 month.• Achieved 96% collection percentage for the first time. (Excellent effort by the FinOPS team).• Launched new payment methods in BD (Port Wallet)• Achieved highest conversion ratio since inception in consecutive two months Show less

As a regional manager, successfully recruited, trained, and supervised customer service departments across 8 countries, fostering a customer-centric environment and optimizing front-end operations for exceptional customer experiences at all touchpoints.***SELECTED CONTRIBUTIONS***:•Improved Efficiency through process improvements and training by 35%.•Reduced CS operational cost up to 20% by sharing best practices.•Introduced training programs that enhanced employee… Show more As a regional manager, successfully recruited, trained, and supervised customer service departments across 8 countries, fostering a customer-centric environment and optimizing front-end operations for exceptional customer experiences at all touchpoints.***SELECTED CONTRIBUTIONS***:•Improved Efficiency through process improvements and training by 35%.•Reduced CS operational cost up to 20% by sharing best practices.•Introduced training programs that enhanced employee performance and helped build a motivated workforce.•Designed quality control program and implement standards to coach employees toward high performance and success.•Elevated customer satisfaction scores from 70% to 92% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.•Launched CS channels such as LIVE chat, xcally & Zendesk in all HUB countries.•Generated daily/weekly reports to monitor the department and improve customer service in each country. Show less

Acknowledged the exciting and challenging position as customer service manager to recruit, train, supervise and develop new customer service department. Manage front-end operations to ensure friendly and efficient customer experience at all touch points.***SELECTED CONTRIBUTIONS***:•Improved Efficiency through process improvements and training by more than 20%.•Hired a team of 24 people to serve customers at all touch points.•Designed quality control program and… Show more Acknowledged the exciting and challenging position as customer service manager to recruit, train, supervise and develop new customer service department. Manage front-end operations to ensure friendly and efficient customer experience at all touch points.***SELECTED CONTRIBUTIONS***:•Improved Efficiency through process improvements and training by more than 20%.•Hired a team of 24 people to serve customers at all touch points.•Designed quality control program and implement standards to coach employees toward high performance and success.•Elevated customer satisfaction scores from 80% to 90% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.•I united and motivated a team of seven underperformers. Show less

Promoted as Asst. manager to lead a quality assurance unit of 40 people. Ensure compliance on all touch points so that customers enjoy high levels of service and employees are motivated to deliver top performance. ***SELECTED CONTRIBUTIONS***:•Designed new quality evaluation program and implement new standards to coach employees toward high performance and success.•Project Manager to improve Customer experience (FCR/CSI) in Telenor, achieved 75% FCR first time in… Show more Promoted as Asst. manager to lead a quality assurance unit of 40 people. Ensure compliance on all touch points so that customers enjoy high levels of service and employees are motivated to deliver top performance. ***SELECTED CONTRIBUTIONS***:•Designed new quality evaluation program and implement new standards to coach employees toward high performance and success.•Project Manager to improve Customer experience (FCR/CSI) in Telenor, achieved 75% FCR first time in history.•Trained, coached and supervised customer service professionals to ensure optimum satisfaction of customers.•Documented and maintained reports related to discussions and feedback provided by the customer and presented reports to appropriate department to enable a further improvement in products/services.•Elevated quality scores from 85% to 94% within 3 years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.•Generated daily/weekly quality reports to ensure compliance and shared improvement areas to relevant teams with top concerns.• Acts as a point of expertise to resolve complex issues and defines measurable opportunities to improve processes, services, and systems, and implementing with the support of stakeholder departments as appropriate• Promoting quality achievement and performance improvement throughout the organization. • Setting QA compliance objectives and ensuring that targets are achieved. • Responsible for maintaining a high standard of Customer Experience.• Responsible for benchmarking Customer satisfaction with local and international industry.• Agreeing on standards and establishing clearly defined quality methods for staff to apply. • Research On customer service improvement• Research initiated from call center related reports• Mystery Shopping for assisted service channels• Improving processes to make them customer centric• To determine and document any areas that may need improvement Show less

Key Responsibilities• Managing Human Resources • Target Planning and Management• Team Development and Motivation • Extract Maximum output from Resources• Provide continuous feedback to increase efficiency • KPI Maintenance• Conflict Resolution • Innovation and Effective Problem-Solving

Looked after Prepaid, Postpaid and then Dealer Support Queues