• Build and maintain TP content on social media channels.• Play a mediator role on social media streams, content query answers• Identify threats and opportunities in user generated content surrounding our brand, report to appropriate parties.• Create content for feeds and snippets in various social media sites.• Conduct keyword research including cataloging and indexing target keyword phrases.• Optimizing tags, on our feeds, sharing sites like YouTube/Flickr and search… Show more • Build and maintain TP content on social media channels.• Play a mediator role on social media streams, content query answers• Identify threats and opportunities in user generated content surrounding our brand, report to appropriate parties.• Create content for feeds and snippets in various social media sites.• Conduct keyword research including cataloging and indexing target keyword phrases.• Optimizing tags, on our feeds, sharing sites like YouTube/Flickr and search engines through copywriting, creative & keyword optimization & buzz pocket mining.• Create and update daily, weekly and monthly reports.• Analyze campaigns and translate anecdotal or qualitative data into recommendations and plans for revising the social media campaigns.• Responsible for achieving high customer satisfaction through high quality services.• Establish strong relationships & strong communication channels with Stakeholders for effective communication of expectations and performance management.• Identifies opportunities for improvement and making constructive suggestions for change.• Provide leadership to team through coaching, feedback, development goals, and performance management.• Develop and manage a plan that promotes sense of efficiency, urgency and deliverance in team when working on projects or tasks. Show less

• Responsible for making customer centric processes• Ensuring continuous process improvement• Introducing customer segmented approach• Bring efficiency in operational KPIs through processes • Reviewing and developing SLA’s and TAT within and other departments of organizations for effective and efficient services• Provide Leadership through coaching, feedback, developing goals and performance management• Developing strategies to deliver Divisional KPI through system tools… Show more • Responsible for making customer centric processes• Ensuring continuous process improvement• Introducing customer segmented approach• Bring efficiency in operational KPIs through processes • Reviewing and developing SLA’s and TAT within and other departments of organizations for effective and efficient services• Provide Leadership through coaching, feedback, developing goals and performance management• Developing strategies to deliver Divisional KPI through system tools enhancement and Process Automation Show less

Assistant Manager Financial Services (OSP)• Managing Financial Services /Mobile Banking Sales (Inbound & Outbound) , Customer service & corporate/ channel support functions.• Cross-sell a variety of banking products including Bill Payment, Money Transfer, ATM, Insurance, savings and Financial Services promote products and services of Mobile• Easy Paisa Products penetration by formulating sales strategies & smooth execution from contact center.• Assisting FS management in… Show more Assistant Manager Financial Services (OSP)• Managing Financial Services /Mobile Banking Sales (Inbound & Outbound) , Customer service & corporate/ channel support functions.• Cross-sell a variety of banking products including Bill Payment, Money Transfer, ATM, Insurance, savings and Financial Services promote products and services of Mobile• Easy Paisa Products penetration by formulating sales strategies & smooth execution from contact center.• Assisting FS management in strategy development & smooth execution, Initiating changes in process, products & systems to improve customer experience• Acting as the bridge between the FS and contact center to ensure smooth functioning of processes across the boardSelected Accomplishments:• Contributed in FS sales through Contact Center resulting in target Achievement.• Triggered FS recharge Project for the Operational Efficiency of unit which resulted in overall saving of 59 Million. Show less

• To keep agent motivation & morale intact and ensure that CFL philosophy remains un harmed• Coordinate and lead pilot process on site and continuously evaluate process development• Run Process improvement initiatives based on feedback received from CFL agents • Monthly forums with CFL coaches • Review training modules • Oversee NPS gathering process (e.g. data extraction, notification of frontline employees, etc.)• Oversee feedback process and analysis• Ready to… Show more • To keep agent motivation & morale intact and ensure that CFL philosophy remains un harmed• Coordinate and lead pilot process on site and continuously evaluate process development• Run Process improvement initiatives based on feedback received from CFL agents • Monthly forums with CFL coaches • Review training modules • Oversee NPS gathering process (e.g. data extraction, notification of frontline employees, etc.)• Oversee feedback process and analysis• Ready to take strong ownership of process development and instrumental for the success (pilot androll-out)• Member of the CFL core Project Team• Working closely with the CFL Project Manager for smooth roll out • Manage channel operating team for scheduling, system availability etc• Oversee analysis for inner and outer circle• Drive implementation of quick-wins• Selection of team leads & CRO batches for expansion • Run analysis to check productivity leakages (if any)• Adhoc CFT meetings in case of concerns, challenges at vendors end • Engage OSPs management for laying expectations & directions Show less

Responsible of;Overall Upsell Target AchievementCampaign DesigningReportingStrategy

• Responsible to achieve all individual and team targets/KPIs set by the department.• Responsible for ensuring strict adherence. • Ensure complete understanding of processes, routines, policies & Code of Conduct• Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution.• Explain the team their objectives and contribute to manage team objectives through team work.• Maintain high Motivation level & Moral of… Show more • Responsible to achieve all individual and team targets/KPIs set by the department.• Responsible for ensuring strict adherence. • Ensure complete understanding of processes, routines, policies & Code of Conduct• Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution.• Explain the team their objectives and contribute to manage team objectives through team work.• Maintain high Motivation level & Moral of the Team by regular team meetings & Motivational Exercises.• Ensure all queries/Complaints generated by the team are followed up and are resolved in the specific Turnaround time.• Manage the hygiene, cleanliness and overall work environment of the unit and development of a culture within the team, aligned with the overall culture of the Call Centre & Company.• Ensure High Competency & Skills Level of the staff. Show less