Managing on-site operations at vendor production sites, ensuring adherence to Jazz processes, policies, and values.Monitoring day-to-day activities, provided expert guidance, and prepared comprehensive reports for performance analysis.Implementing "Own & Resolve" strategy to actively root cause customer issues and coordinate resolutions with relevant departments.Continuous process improvement through data analysis and collaboration with various teams.Mediating among escalated/disputed cases and consistently met Service Level Agreements and Key Performance Indicators.Ensuring 24/7 operational integrity through effective collaboration and timely issue resolution.

Monitored and assessed customer interactions across phone, email, chat, and social media platforms using defined business rules and quality standards.Provided timely and constructive feedback and coaching to agents to elevate their performance and communication skills.Generated insightful reports (daily, weekly, monthly, and quarterly) highlighting trends, opportunities for improvement, and areas for proactive measures.Championed data-driven initiatives to optimize processes, systems, and training programs, ensuring smooth agent operations and compliance with JazzCash policies.Investigated and resolved complex customer complaints and escalated issues, building lasting positive relationships.Collaborated closely with Training and Operational teams to share insights and drive improvements, both proactively and reactively.Led calibration sessions with vendor QA teams and ensured variance remained within agreed targets.Continuously reviewed business processes and customer experience strategy to update assessment criteria and align with organizational goals.Root cause analyzed customer queries and coordinated with relevant departments for continuous customer improvement.Revised / formulated existing policies to further enhance customer experience.Championed JazzCash and acted as the custodian of its CX customer conversation evaluation program.

• Responsible for team’s performance• Support Management in having different decisions• Lead the team with example• Train new hires in the team• Train team members with newly launched promos• Business Process Improvement• Improvement in Net Promoter Score• Analyze team’s performance and highlight weak areas also provide feedback to improve them• Grooming of team members for next elevation• Keeping team members motivated• Help team members with their issues• To manage team operations & providing adequate support to Shift Management• Ensure customer satisfaction and in a timely manner within the quality• Communication with internal employees in other departments• Providing analysis and reports as required by Senior Management

• Assisting Team Leader with team management & taking different decisions • Handling inbound calls landing at contact center in order to provide exceptional services for maximum customer satisfaction while adhering to laid down company policies while maintaining Top ranking in yearly employee charts• Lead the team with example• Train team members with newly launched promos• Analyze team’s performance and highlight weak areas also provide feedback to improve them• Grooming of team members for next elevation• Keeping team members motivated• Help team members with their issues• Worked with Investigation & Resolution Unit (backend team) for handling unresolved cases and providing prompt resolution.

• Handling inbound calls landing at contact center in order to provide exceptional services for maximum customer satisfaction while adhering to laid down company policies.• Worked with GPRS support team for providing technical assistance to valued customers;

To keep BAL’s procedures updated for handling clearing/collections/lockers & relevant SBP instructionsHandling activities pertaining to clearing, collections, locker operations & cheque booksHandling customer queriesTo rectify audit objections by internal, and external & SBP auditsAccount opening/scrutiny of Account Opening form, receipt of the initial deposit, generation of the account numberIssuance of miscellaneous certificatesMaintain data of Zakat, Zakat declaration forms, hold mail, dormant accountsResponsible for IT management in Main Branch

Study working of the finance department and interacting with SAP, resulting in writing Finance Department Manuals for each role.

System Analysis, Software Development, Implementation & Documentation.