Heading the customer care training and development, support center and Priority Services for Ptcl group

Design and Establish an alternate independent Sales channel focusing on directly selling to end consumers. Managing a shop network of 200 shops to provide sales and service experience to fixed and wireless consumer while simultaneously Head a transformation journey to convert them to digital experience hubs

Steering, strategy, analysis, planning, budgeting and managing operations of the sales & distribution channel with an objective to ensure that Sales targets are met while ensuring seamless sales operations, contribute towards increasing sales performance WITHIN the limits of SOPs, Regulations, company policy and directives. The Major functions being handled are Channel Steering - Reporting & analysis of all units in sales & distribution, Channel Promos, Channel Strategy, Commission, Performance Evaluation, Automation etcBudgeting & Financial Control- Budgeting and planning, managing the SAC and overall financial handling of the Sales department Joint Shops - Management of 199 company owned shops handling almost 400K walkin per month Merchandising & Audit - Handling a nationwide team to create visibility by deploying Facias, Posters, POSM through out Pakistan. MFS - overall coordination, functional management and MFS activities in accordance with the sales strategy and business plan. Trade Marketing - Development of Trade marketing plan through engagement of nationwide channel. design and procurement of trade material, Event management, Sales Kiosk deploymentSales Operations - Manage sales backend operations custodian of all support enabler like BVS devices, stock issuance, franchise documentation, develop and maintain sales IT infrastructure.

• Looking after 3 main area Solutions, SME Verticals and Credit & Collection.• Main Responsibilities involve Identifying needs of the various verticals e.g. Education, Healthcare, Financial etc and developing solutions around them.• Creating tailor made digital solution enabling the corporate sales team to sell them • Manage overall credit and collection function.

Manage and supervise overall customer experience at all touch points in the region Delegate and supervise sales and services along with automation & digitization of operations To deliver value and maintain momentum for continuous improvement in commercial experience Control churn and retain customersEnhance customer interactivity and cultivate an ongoing employee commitment within the limits of organization’s SOP’s, departmental policies and practices.Presents analysis on customers problems, queries, suggestions and feedback to identify areas of improvement

• Designing and developing digital channel while simultaneously moving the customer transaction from traditional channels to these digital platforms. • Managing the sales and usability of the digital market focusing on improving the digital presence by increasing transaction revenue via digital channels.• Heading the CE unit responsibilities for conducting fortnightly meeting with the CEO and C-Level representatives apprising them of the CE initiatives conducted company wide.• Monitoring of CE analytics and continuous tracking against competition

As the General Manger of Service Development & Subscriber Management i looked after the following functions • Customer Life Cycle Management • Service Intelligence• Churn Management • Training & Development• Quality Assurance • Standardization• Credit & Collection• Fraud Management• Budgeting

As head of the department three main areas of responsibility were • Heading Churn Management section for Warid Pakistan with core responsibility to manage churn by managing and understanding the factors leading to it and consequently trying to limit it while introducing retention mechanisms. Have launched various retention and churn campaigns focusing on keeping the churn level below the acceptable level• Heading Training and Development section• Quality Management for Customer Service section including call center, Back office and Front office

Setting up of the Contact center,Business Centers, Back Office and Training Section. Developing business processes and business rules, working with IT in the implementation of Customer Care systems and tools, hiring and training of staff, establishing Key performance indicators and implementation the operational procedures to obtain them. And finally ensure the readiness of the Customer Care team

Successful setup and currently managing 8 critical functions comprising of 108 resources and operational 24/7. • Managing all CS policies and process. • Make sure that CS is equipped to handle all upcoming products and services. • Managing yearly project, budget and reports.• Ensure smooth operations of Warid CS Support Centre internally & seamless coordination with other divisions.• To review all SLAs with other divisions & maintain agreed upon service levels.• Focal point for all systems being used in CS e.g. IVRs, CRM, Trouble Ticketing, provisioning interfaces etc.

Management of Call Center IT infrastructure ACD, IVR, Call Recorder and handling all issues related to them.Business Analysis and Customer Service Reporting