•Responsible for the execution of the Retail Business strategy, which underpins the transformation of the retail business unit to the future mode of operating Retail and the achievement of Retail’s strategic goals Manage Sales & Customer services operation for wide product portfolio of GSM and Financial Services from company owned centers. •Constantly look for innovative ways of improving the sales, services, staff performance and motivation, reduce costs and in general improve the standing of Telenor in central region.•Managed team of 80 People, responsible for overall regional Sales & Service Centers’ performance, which includes; People management, new hiring, business goals/ targets achievement, capacity & traffic planning and management, keeping track of services performance indicators, regulatory compliances, staff motivation & engagement, new launches and ensuring interdepartmental coordination & cooperation etc.

•Ensure achievement of all sales targets of Company owned Retail Outlet such as Prepaid, Postpaid, and Recharge & Financial Services, overall average of more than 100% target achievement. •Ensure smooth Retail Outlet operations such as Inventory stock availability, system functionality, adequate staff presence, overall customer services.•Ensure effective implementation of company’s systems & policies. •Ensure that all KPIs are met as per policies & procedures of the organization. •Monitoring Financial Audits and Inventory Management.•Customer Complaint Resolution (handling escalated complaints, ensuring consistent follow-ups and timely resolutions – both through own and team efforts)Solution Provider thus dealing complaint handling, follow ups and adequate response in team efforts)•Ensure that Mystery Shopping & Call Based Survey results of Retail Outlet are up to the given bench marks. •Ensure that customers were serviced within the wait & service time standard benchmarks. Wait & Service Time of the walk in customer doesn’t exceed the standard bench mark.•Develop team through continuous guidance & trainings.•Organize different events & celebrations in the Retail Outlet with very nominal budget.•Ensure proper record keeping of all documentation related to Customer Services activities & Finance.•Ensure that all SME (Small Medium Enterprises) clients should be entertained in efficient manner on the Retail Outlet. •Supervise proper backend support to Corporate Clients with Customer Relations Team. •Under general direction, performed professional analytical support work in areas such as Talent Acquisition, employee relations, performance management, succession planning, staff development, Employee Engagement.•Initially managed team of 15 members for one & half year, later was reduced to 7 members for operational ease. (Including Team Leader)

•Development of regional training plan, budgeting, scheduling.•Knowledge management, smooth/timely flow of information to internal external staff•New and advanced training module development.•Franchise Visits, Training and Development activities, for franchise human resource Functional training (Sales/CR)/Product Knowledge/Systems/Soft skills.•Training and development of internal human resource (Telenor team) including, Functional training, Product and services knowledge, Soft skills, HR training, others.•OJT for Franchise staff till the implementation of what they have learnt.•Arrange adequate external training programs for the TP staff.•Quarterly presentations related to the regional L&D interventions to the regional management & S&D (P) Training.•Maintaining regional data pool of vendors/internal resource persons on specific; soft/functional interventions.•Regional ‘Post Training Feedbacks’ – PTFB and Testimonials for regional management and WoW portal news•Ensured Engagement process, i.e. Bookings, Banquets, Advances, Communication Role out/Outlook, PR/PO, Vendor Registration/Payments/verifications, TAF’s, Training Material etc. •Ensured comprehensive training on; customers care, sales, communication skills, teambuilding/motivation and functional skills, i.e. products (Financial Services - FS/Prepaid/Post-paid/Recharge), VAS, systems & processes.•Determined the training needs of all regional S&D staff, franchise and retailers in consultation with the AM Operations and S&D Planning-Training.•Conducting quarterly/annual Learning Need Assessment – LNA (for regional S&D, Franchise distribution/retail outlet and retailers)

•Sales and after sales services.•Work as a designated resource to solve all the queries of franchise network regarding system & processes. •Manage the Team as Floor Manager.•Work as a MNP (Mobile Network Portability) coordinator for Sep-Oct 2007 competition.•Work as a designated resource & contact point for Retail Outlet IT & CRD complaints.•Ensure customer service related activities are being done with in bench marked time.•Achieve the Retail Outlet monthly KPI targets.•Suggestive selling to the visiting subscribers.•Ensure top of the line customer relationship management.•Adhere to administration requirements and discipline at the S&CS.•Work as a team player in a harmonized manner.

Work as Sales Supervisor in Aero Asia Airline in there Regional Office, looked after Customer Services, Sales Supervision, Flight Controlling, Tele Marketing, Flight Handling.

Work as Admin Officer in a private Travelling Consultant Company, looked after General Administration, Documentation & Record Keeping, Petty Cash Handling, Bank Accounts Handling, Office Management, Cash Book Maintenance.