Tehmina Khurram Email & Phone Number

Islamabad, Pk

Islamabad

Islamabad

Took on a major project for Pakistan Telecommunication Company Private (Ltd) (PTCL) through Sofrecom where I analyzed, planned, gave feedback and recommendations on major issues in managing customer care and billing. The recommendations related to Service Delivery & Service Assurance would bring about major improvements in both areas. I have also: • Provided recommendation & optimization of Business process workflows and OSS/BSS workflows. This included improvement areas in Customer… Show more Took on a major project for Pakistan Telecommunication Company Private (Ltd) (PTCL) through Sofrecom where I analyzed, planned, gave feedback and recommendations on major issues in managing customer care and billing. The recommendations related to Service Delivery & Service Assurance would bring about major improvements in both areas. I have also: • Provided recommendation & optimization of Business process workflows and OSS/BSS workflows. This included improvement areas in Customer Experience Management and Business Process Modelling. • Performed a comprehensive Audit of all Mobile & Fixed Lines. • Conducted a Gap analysis against standards using eTOM, TAM, ITIL successfully. Show less

Was asked by the CFO to improve major areas of Finance that needed improvement, specifically Accounts Payable and Accounts receivable. As Director Financial Operations, I was responsible for the prudent management of the Financial Operations Division including all accounts activity from account contributions, payments, distribution, rollovers, investment directions and relevant reporting, as well as legal agreements. In addition to Financial Operations (Commercial Supply Chain Management) I… Show more Was asked by the CFO to improve major areas of Finance that needed improvement, specifically Accounts Payable and Accounts receivable. As Director Financial Operations, I was responsible for the prudent management of the Financial Operations Division including all accounts activity from account contributions, payments, distribution, rollovers, investment directions and relevant reporting, as well as legal agreements. In addition to Financial Operations (Commercial Supply Chain Management) I also managed Enterprise Risk Management. Streamlined all Account Payable and Receivables improving overall cash flow for the Company as well as Employee Satisfaction, Vendor Satisfaction and Payment cycles; all areas that the CFO had requested improvements in. Show less

Was again asked by the CEO to transform HR by focusing on automation and bringing Zong HR up to date in HR practices. This included focusing on Company Culture, Employee Morale, Improving Employee Engagement and making Zong an employer of choice. As HR Director, I was responsible for identifying and executing various strategic projects, recruitment, improve employee engagement and the overall employment experience. Some of the major works done are as follows:• Automated a number of areas… Show more Was again asked by the CEO to transform HR by focusing on automation and bringing Zong HR up to date in HR practices. This included focusing on Company Culture, Employee Morale, Improving Employee Engagement and making Zong an employer of choice. As HR Director, I was responsible for identifying and executing various strategic projects, recruitment, improve employee engagement and the overall employment experience. Some of the major works done are as follows:• Automated a number of areas within HR and introduced a number of Self-service nodes / apps such as Learning Management System, Performance Management Systems etc.• Initial Scoping for ERP system was done looking at Vendors like Oracle, Microsoft, SAP. • Improved HR service delivery in critical areas with the same workforce from 56% to 83%. Improved overall budget utilization and Employee Turnover from 14% in 2013 to 9.8% in 2014.• Enhanced Recruitment Turnaround Time for every phase through the recruitment cycle. Average recruitment time for a position was moved down from 70 days to 45 days to on boarding (discarding Notice periods at previous employer).• Aligned Companywide salaries in line with the Industry through rigorous benchmarking exercises. • Improved salary disbursement times to take into account bank delays. • Upgraded Policies & Procedures for all HR policies, benchmarking them with Global HR Best Practices.• Worked on the yearly HR Strategy & Planning to adjust HR vision with the Companies overall Goals and Objectives.• Ensured Data Integrity by conducting the biggest cleansing exercise to enable accuracy of available employee information in HR.• Improved retention by showing employees that they had a future with the company by conducting a tremendous countrywide program on Talent Management, Career Progression & Succession Planning. • Introduced the HRBP(HR Business Partner) program which was implemented nationwide. Show less

Islamabad

Due to a number of complaints being lodged against the Customer Care unit, I was requested by the CEO to transform the whole Customer Services Unit. Identified the biggest issue to be employee morale and lack of stringent processes. I created and implemented innovative strategies that delivered a consistent and trusted service experience for customers. I gave the department a competitive advantage and drove revenue growth through a well-served and engaged unit. The Customer Care Unit included… Show more Due to a number of complaints being lodged against the Customer Care unit, I was requested by the CEO to transform the whole Customer Services Unit. Identified the biggest issue to be employee morale and lack of stringent processes. I created and implemented innovative strategies that delivered a consistent and trusted service experience for customers. I gave the department a competitive advantage and drove revenue growth through a well-served and engaged unit. The Customer Care Unit included Complaint Management, Credit and Control, Quality Assurance, Contact Centre’s and Customer Experience Management. I have also:• Improved staff performance and morale by showing that the company cared about them by working on Staff Profiling which made it easier in transferring between departments during internal hiring, improved the culture, worked on employee development and also introduced activities that engaged them to perform effectively.• After joining Customer Care in 2013, I increased revenue by 490%. In 2012 total revenue generated was PKR32M in 2013 it jumped to PKR177M and in 2014 it was PKR250M (41.24% increase).• Introduced a commissions based sales framework which led to growth in Contact Centre revenues by introducing both inbound and outbound sales initiatives. • Contact Centre Resource utilization efficiency was raised to 99.26% which meant improving the daily volume of call intake by 63% with the same workforce. • Improved Turnaround time (TAT) from 2 hours to 15 minutes (87.50% reduction) on Activation/Deactivation of 20 Voice/VAS products.• Conducted trainings and improved operations by introducing new technology and quality checks at all customer and employees touch points. • Customer Care system was modified based on subscriber 360 degree data. This helped agents in selling and serving customers more effectively. • Worked on an Intelligent IVR which was based on customer profile categories for additional Revenue generation. Show less

On the request of the CEO, I setup the Internal Audit department from scratch and effectively set standards and processes in place which improved overall governance. The department did not exist and having to setup the department from scratch was considered one of the most challenging projects to date. Setting up the department meant that in addition to setting up a new team (hiring); processes and systems had to be put in place. Also :• Developed an audit plan using audit universe… Show more On the request of the CEO, I setup the Internal Audit department from scratch and effectively set standards and processes in place which improved overall governance. The department did not exist and having to setup the department from scratch was considered one of the most challenging projects to date. Setting up the department meant that in addition to setting up a new team (hiring); processes and systems had to be put in place. Also :• Developed an audit plan using audit universe through an appropriate risk-based methodology, including detailed analysis of processes and the respective risks & controls necessary to achieve the business objectives of management. • Developed a Tracking system based on Audit findings. This software helped in follow up with control owners, process owners and Audit functions on resolution of Audit objections / observations.• Reduced revenue loss & improved Assurance of revenue from all channels.• Introduced Ethics & Compliance and proper Risk Management. • Drafted all SOPs for business requirements and worked with management to challenge and improve current practices. Targeted areas were IT, Engineering, HR, Customer Care and others. Show less

I initially developed a number of programs / apps to resolve queries and other cases until all requirements were identified and then engaged an external vendor to set up Subex Azure which led to a reduction in customer complaints and revenue loss. After Paktel was bought by China Mobile, the legacy Revenue Assurance System, Subex Azure, which was launched when the Company was Millicom, was scraped. Developed a new comprehensive software with automated alerts for the identification of revenue… Show more I initially developed a number of programs / apps to resolve queries and other cases until all requirements were identified and then engaged an external vendor to set up Subex Azure which led to a reduction in customer complaints and revenue loss. After Paktel was bought by China Mobile, the legacy Revenue Assurance System, Subex Azure, which was launched when the Company was Millicom, was scraped. Developed a new comprehensive software with automated alerts for the identification of revenue losses from all revenue generating points. This helped fix revenue leaks in the system from 7% to 3%. In addition to this I also:• Managed Billing and ensured accuracy and completeness of billing of all transactions to customers.• Played a Pivotal role in Product Launches, New Network Elements and system upgrades by managing pre-launch activities for all new products / services tariffs and features offered to the customers through billing systems.• Conducted Periodic reconciliation and system Audits to assess the adequacy of current processes, controls & functioning of systems.• Helped streamline the verification & approval of invoices raised by other operators for interconnect & roaming charges. • Improved reporting for daily & monthly revenue assurance activities and plugged leakages wherever identified this included preparing various trend analysis & other diagnostic reports. • Customer satisfaction was increased due to Accurate charging verification and timely intimation and resolution of issues. Show less

I played a pivotal role in Tariff Planning, Package designing, Package Bundling, Retail Billing, Interconnect invoicing, International Roaming, Traffic analysis, Business Analysis, Revenue Reporting, Retail and Interconnect rating/Settlement, Provisioning and Mediation. I was brought in mainly because of my strong knowledge in software development. This helped the department save a substantial amount of money since most of the applications were developed in-house. Through proper Analysis… Show more I played a pivotal role in Tariff Planning, Package designing, Package Bundling, Retail Billing, Interconnect invoicing, International Roaming, Traffic analysis, Business Analysis, Revenue Reporting, Retail and Interconnect rating/Settlement, Provisioning and Mediation. I was brought in mainly because of my strong knowledge in software development. This helped the department save a substantial amount of money since most of the applications were developed in-house. Through proper Analysis, Designing, Coding, Testing and Implementation I had successfully:• Developed most of the inventory related software which helped sales staff in issuing stock (SIM/Scratch cards) more efficiently and increased nationwide sales. The Software developed also helped track vital areas for the Company. They were: o Prepaid Cards Inventory Management System (PIMS) (Oracle8i, PL/SQL and Developer 6i) was a success and was also implemented in Iran.o SMS Billing And Reports (MDR-BIN) (Oracle8i, PL/SQL and Developer 6i) o Electronic Payment Processing System (EPPS) (PL/SQL and Developer 6i, Oracle 8i)o Numbers Inventory Management (NIM)(Oracle8i, PL/SQL and Developer 6i).o Enterprise Material Management (EMM)(Oracle8i, PL/SQL and Developer 6i)• Implemented and maintained controls as per Sarbanes Oxley 404 act. • Developed multiple Cards/SIM Inventory Management Systems, Application for Message Data Record, system that handled all the bank payments of the mobile number through ATM/web. Show less

•Developed Prepaid Cards Inventory Management System The software includes the scratch cards information related to main store inventory, regional inventory. This software provide all reports and covers information in all aspects. Application developed using Oracle8i, PL/SQL and Developer 6i. •Developed Application for Message Data Record, which handled all information about short message (SMS) and does the billing process, generates reports on weekly, monthly and yearly basis. Application… Show more •Developed Prepaid Cards Inventory Management System The software includes the scratch cards information related to main store inventory, regional inventory. This software provide all reports and covers information in all aspects. Application developed using Oracle8i, PL/SQL and Developer 6i. •Developed Application for Message Data Record, which handled all information about short message (SMS) and does the billing process, generates reports on weekly, monthly and yearly basis. Application developed using Oracle8i, PL/SQL and Developer 6i•Developed system that handles all the bank payments of the mobile number through ATM or through web using Oracle8i, PL/SQL and Developer 6i.•Development of GSM-Network Inventory Control System. Application controls all the in and out SIM cards inventory flow. Application developed using Oracle8i, PL/SQL and Developer 6i Show less