Managing Digital Transformation in CX to execute the vision of empowering customers' ambitions through technology, move towards recurring revenue business model resulting in profitable growth, improved operational efficiencies, customer support, customer success, product adoption, and renewals.Forge partnerships to optimize the customer experience journey, operationalize success and adoption, deliver ROI, and create a community of customer advocates for maximum lifetime value (Whatsapp Business, IBM RPA, Website, Digital Applications, etc.)Build customer success & value realization through best-in-class customer service with an all-digital, end-to-end omnichannel experience.Driving the digitization of processes, automation to reduce workload, and digital management through live data feeds and smart analytics.

• Analyze customer feedback gathered through the Voice of Customer Capturing tool (Medallia) and transform it into actionable insights• Responsible for vetting the communication reviewing, assessing, & evaluating communication materials or messages to ensure they align with specific criteria, guidelines, & standards• Formulate and implement comprehensive strategies to optimize Customer Experience• Analyze prevailing market trends and customer needs to identify specific opportunities for enhancing the overall Customer Experience• Conduct an in-depth analysis of customer feedback data to identify and address the root causes associated with customer pain points through a thorough RCA• Create reports for the purpose of tracking and monitoring customer experience, while also suggesting strategies for overarching improvement• Collaborate with Business Intelligence (BI) teams to analyze customer data, establishing correlations related to behavior, usage patterns, and handset preferences for strategic insights.• Leverage collaboration among the Marketing, Technology, Regions, Digital, and Customer Operations teams to identify and address issues, ensuring a systematic follow-up on the implementation of corrective action plans.• Identify rapid solutions beyond touchpoint domains, assign tasks accordingly, and maintain a comprehensive follow-up log for all quick fixes• Aggregate customer insights from diverse sources, including transactional data, surveys, inbound calls, and campaign responses, to offer a more comprehensive and cohesive view of the Voice of the Customer (VOC).• Collaborate with senior management to establish visibility into Bottom-up Net Promoter Score (NPS) and customer pain points, fostering a comprehensive understanding at the executive level

During my tenure as Team Lead at Jazz Backend Operations (Jan 2015 - Mar 2016), I successfully led multiple teams, earning recognition for my People and Workload Management Skills. This led to my rotation across various backend support teams, significantly contributing to their success. I also led a team of 50+ during the Jazz-Warid merger. Key roles included:Team Lead, Jazz Communication Unit: Managing escalated concerns from the CEO and complaints from email, social media, and Pakistan Telecommunications Authority.Team Lead, Network Complaint Unit: Handling nationwide network-related complaints.Team Lead, Jazz Adjustment Team: Managing prepaid and postpaid financial complaints.Team Lead, Investigation & Resolution Unit: Overseeing complaints from the inbound call center.Team Lead, Digital Financial Services: Addressing complaints from the Jazz Cash Call Center.Key Responsibilities:Compiling and presenting weekly complaint overviews to the Head of Department.Managing escalated cases from CEO and C-level.Leading people management, employee performance support, documentation, and conflict resolution.Creating monthly performance evaluation reports based on KPIs across nationwide operations.Coordinating with Marketing and Technical teams to resolve customer issues.Collaborating with the Technical Feedback team to enhance complaint visibility.Managing daily team concerns and overseeing 60+ team members.Supervising daily rosters and shifts to optimize efficiency.Coaching team members for skill development and professional growth.Conducting spot checks as part of quality improvement initiatives.Managing the calculation of monthly performance incentives for back-office teams.Performing ad-hoc tasks as assigned by management.

• Effectively lead and oversee a team of 20 Customer Care Representatives (CCRs), ensuring the achievement of both qualitative and quantitative targets as assigned in Key Performance Indicators (KPIs)• Managing escalated cases and providing recommendations for process improvements to address any identified gaps• Aggregating shift closing reports meticulously and ensuring the seamless execution of shift swaps for operational efficiency.• Overseeing and managing performance Key Performance Indicators (KPIs) through regular monitoring at hourly, daily, weekly, and monthly intervals.• Liaison with Support Departments for technical/admin related issues at front end.DL• Establishing liaison with support departments to address technical and administrative issues at the front end.• Conduct one on one coaching/appreciation session with each team member and provide positive/constructive feedback.• Initiate and follow up on performance improvements plan of team members and provide effective coaching/guidance during PIP.• Ensure active participation of both self and the team in team meetings, daily clinics, CTP, and other learning forums.