Zain Hashmi Email and Phone Number

• Feedback collection via multiple channels with the help of 16 CXP champs • Managing focus group session with customers on monthly basis.• Initiated the mystery shopping project to get real time insights of the customer journey.• Designing and maintenance and reporting of NPS, D-Sat and C SAT Surveys • Hiring of 80+ candidates for 10.10, 11.11and 12.12 sale.• Issue resolution related to operations and customers experience.• Adhere to all company policies, procedures and… Show more • Feedback collection via multiple channels with the help of 16 CXP champs • Managing focus group session with customers on monthly basis.• Initiated the mystery shopping project to get real time insights of the customer journey.• Designing and maintenance and reporting of NPS, D-Sat and C SAT Surveys • Hiring of 80+ candidates for 10.10, 11.11and 12.12 sale.• Issue resolution related to operations and customers experience.• Adhere to all company policies, procedures and business ethic codes and ensure that they are well communicated and Implemented within the teams.• Coordination with commercial and marketing teams in order to standardize the process and services.• Worked on Salesforce, Zendesk and Space applications.• Improvement in design of call/chat/resolved tickets monitoring formats and quality standards. • Coordinates and facilitates call calibration sessions for improvement.• Providing feedback to team managers.• Prepares and analyses internal and external quality reports for management review.• Identify training needs and take action to ensure company-wide compliance.• Pursue continuing education on new solutions, technology, and skills. Show less

• Product Development and maintenance of CS dashboards (Srilanka, MM, Nepal Bangladesh and Pakistan). • Analysis of multiple reports related CXP, CS, QA, SLA, Product review, notifications.• Presentation of Customer satisfaction reports (C-SAT) NPS Mystery and QA.• Complex statistical analysis of online campaign performance• Inform, advise and support the Marketing teams in their decision-making by analyzing and exploiting all the data.• Monthly analysis of the activity of… Show more • Product Development and maintenance of CS dashboards (Srilanka, MM, Nepal Bangladesh and Pakistan). • Analysis of multiple reports related CXP, CS, QA, SLA, Product review, notifications.• Presentation of Customer satisfaction reports (C-SAT) NPS Mystery and QA.• Complex statistical analysis of online campaign performance• Inform, advise and support the Marketing teams in their decision-making by analyzing and exploiting all the data.• Monthly analysis of the activity of each country and the performance.• Development of analytical tools enabling our sales teams to actively follow the campaigns• KPI’s construction and business interpretations• Analysis of technical data to optimize the decision-making process. Show less

• Managing NPS (Net Promoter services) score.• Customer experience and Feedback analysis. • Issue resolution related Operations. • Marketing Research

• • Understanding the client requirements and then customizing the product/ services as per their needs • Brand Management • Identifying sales opportunity, generating leads• Target identification and classification• Reaching out to new customers and making presentations and pitches• Outlining the benefits of product/ services.• Maintaining relationship with all potential and existing clients Ensuring proper servicing• After sales support to clients Data reporting to… Show more • • Understanding the client requirements and then customizing the product/ services as per their needs • Brand Management • Identifying sales opportunity, generating leads• Target identification and classification• Reaching out to new customers and making presentations and pitches• Outlining the benefits of product/ services.• Maintaining relationship with all potential and existing clients Ensuring proper servicing• After sales support to clients Data reporting to management and gathering market intelligence• Managing and ensuring an effective brand presence in trade exhibitions.• After-sales services and support to all the assigned accounts and customers (Software support and system troubleshooting)• Ensuring customers satisfaction by forecasting and delivering the product and services on time. Show less

• Coordination with Procurement, Legal and Finance departments • procurement of marketing materials, making legal contracts, and payments to suppliers.• Reporting of the project (reports collection from all the regions, Processing and sharing with clients)• Quarterly, Semiyearly, and yearly budget evaluation for assigned projects.• Managed multiple Strategic plans of Unilever and P&G in 100+ cities of Pakistan• Account and Client services from start till the end of the… Show more • Coordination with Procurement, Legal and Finance departments • procurement of marketing materials, making legal contracts, and payments to suppliers.• Reporting of the project (reports collection from all the regions, Processing and sharing with clients)• Quarterly, Semiyearly, and yearly budget evaluation for assigned projects.• Managed multiple Strategic plans of Unilever and P&G in 100+ cities of Pakistan• Account and Client services from start till the end of the projects.• Continuous monitoring of expenses and billing of projects.• Develop Training Material for On-Ground Activation in Rural Areas and Urban areas.• Make operational SOPs as per brand's requirements for Resource.• Hire Training & Design Training Material as per activation Mechanics. • Sales Drive management (Shell, Total lubes, multiple P&G and Unilever products).• Strategy planning and implementation.• Training the resourcing for Activation Mechanics all over Pakistan. (Directly on-field & Online)• Coordination with Creative agency for the development of creative/designs, TVC, POP and manage the printing distribution and deployment.• Responsible for Permissions from the local regulatory bodies for the on-ground operations.• Develop Proposal Presentations for Client.• Event management.• Result analysis for major marketing campaigns performed during the year to measure effectiveness and to improve efficiency in the future. Clientele: Shell | TOTAL PARCO | PSO | PMI| Unilever || Telenor Show less