Osman Chohan Email & Phone Number

Karachi

 Managing two regional managers with a total head count of 20 resources spread across two major regions i.e. South, Central 2&3. Developed and aligned the departmental strategy with the company strategy to set right direction for the team. Developed and implemented a new commissioning model to create the right focus which resulted in an improvement in results. Improved the overall employee satisfaction score of the department, division and organization by improving work life balance of the team. Major improvements observed in KPIs are as follows: Improved collections by 3%. Retention figures were improved by an all-time high with a 10% increase in customer retention. Improved contribution in upselling figures by creating more visibility and focus in the teams which resulted in the overall achievement on yearly targets within the first six months. Improved customer experience through constant interaction, projecting voice of the customer and by identifying areas of improvement.  Contributed to the overall improvement in NPS (Net Promotion Score).

Islamabad

 Managed three main regions for the Business Relations Team. Improvements were made in the overall performance of the teams in each region. Reduced churn in all three regions and produced the lowest churn figures in Central – 1 over a period of two years i.e. less than 15%. Major improvements were made on the collectables front and on an average, 99% of the receivables were collected within 60 days. Won two of the three upselling competitions. No major accounts were lost in all three regions during my tenure.Received an award for best region - nationwide after achieving the highest collections & maintaining lowest churn throughout the year – Central - 1.

Karachi

 First resource to be hired by Telenor, Pakistan in the capacity of Relationship Executive. Help setup the department which is now servicing Corporate & SME customers nationwide. No major accounts were lost during the tenure. Helped increase the satisfaction level of corporate clients in the region by focusing on building personalized relationships.*Received CRD – Spirit of the month award for highest achievement.

Islamabad

 Responsible for the supervision of multiple telemarketing & telesales teams working on different projects. Responsible for carrying out monthly training sessions for the CSRs. Responsible for conducting & presenting monthly quality audits & corrective actions report (CAR). Carried out regular employee evaluation & re-training programs.

Master Of Business Administration (Mba), Marketing

Bachelor'S Degree, Economics