Business owner of Twippy Softserve Twippy is an innovative provider of frozen dessert solutions. Our mission is to bring joy and satisfaction to our customers through our high-quality, unique, and delicious soft-serve ice cream products. With a focus on exceptional taste, quality, and customer service, we strive to be the go-to choice for businesses and individuals seeking premium frozen treats.

Managed a team of executives responsible for the handling of all customer financial activities. Ensuring all the activities are in accordance to the defined KPI’s and with fool proof security. Conduct daily reconciliation and audit of all financial entries done by the team and rectify any errors if required. Perform root cause analysis of all billing related complaints and coordinate with IT, Engineering & etc. to resolve them. Maintain efficient and effective communication with front end and backend teams to quickly handle customer financial activities and issues. Key contact for all product and service testing with focus on the charging mechanism for flawless execution.

Manage Lahore business center operations, ensuring all the activities performed in the center are in accordance with the agreed process, routines, policies and code of conduct. Assigning team objectives, development of SOPs and strategies to manage and achieve targets through team work. Implement and re-engineer processes to reduce work load and increase efficiency to satisfy the customers’ needs. Keenly focused on Customer Experience Management (CEM), and continually seeking new ways to enrich the customer experience and loyalty. Minimize churn and increase revenue through relationship management and effective Customer Care. Execute special tasks and projects assigned by the management. Ensure compliance with budgets, targets, and deadlines through the implementation of cost-efficient controls.

Successfully manage 24 x 7 Lahore Call Center Operations, monitor trends based on calls, issues, queries, and use these tools to take concrete actions on improvement of the quality of service and reducing repeat contacts. Manage customer perceptions and build strong relationships throughout the company. Keenly focused on Customer Experience Management (CEM), and continually seeking new ways to enrich the customer experience and loyalty. Lead the development of the customer experience vision and guidelines for Warid Postpaid products and services and translate experience promise into actionable initiatives across all customer touch-points. Development of training programs for call centre agents in alliance with Resource Development team. Key Contributions: Served as Manager Operations (Interim) since March 2011 till February 2012.

Design, execute and manage marketing programs by implementing promotional activities through direct mail, print and electronic media. Communicating with US based customers, managements and departments to coordinate overall marketing efforts in accordance with corporate goals. Leading a forward-thinking team of marketing professionals generating business for principal clients in the US, UK and Australia.

Developed and co-supervised an assigned team of 15 agents to achieve the defined targets. With comprehensive focus on all client services, ensuring rapid responses and high customer satisfaction levels. Training new recruits on customer service skills, US geography, product knowledge and processes. The Resource Group was previously known as Align Technologies Inc.

Worked within a team environment to carry out a full range of marketing and customer services functions. Responsible to mobilize deposits for the bank and introduce various financial products and services to the new prospect clients.Major Contributions:I had one of the highest portfolio and incentive achiever on the Direct Banking Team. Maintaining a client base of over 200 and a deposit base of 75 Million.