Achievements/Tasks

Establish clear KPIs and accountability on critical data workflows
Regularly report out on and interpret KPIs to identify areas of improvement
Put in place best practices and set the priorities to improve the quality of client data
Drive behavior change to ultimately improve our client experience
Identify incremental improvements on the processes/system in strong collaboration with functional leads to drive improvements
Manage day to day operations of the data governance team to continuously improve the quality of the data
Oversee talent upskilling initiatives in Islamabad and part of the core team globally
Awarded the "Greatest Leadership Presence" award as co-president of LEAD Employee Resource Group
Part of the global senior management team and executive team in Pakistan

Hired in July 2012 as an Operations Manager, positions held:

Operations Manager: Jul 2012 – Jun 2014
Senior Operations Manager: Jun 2014 – Jul 2015
Associate Director, Operations: Jul 2015 – May 2017
Associate Director, CARE – Chief Data Office: May 2017 – Mar 2019
Director, Lean and Process Improvement: March 2019 – Sep 2020 

1. Maintain and furnish accurate inventory reports for PET Preforms to top management on a monthly, quarterly and yearly basis
2. Conduct market research to determine market requirements for existing and future products whilst looking for newer markets
3. Analyze and presenting synopsis of various business reports

1. Manage client relationships and ensure full compliance as per contract requirements
2. Ensure timely and accurate tracking of individual & team productivity
3. Ensure appropriate staffing, training, development, and performance of a service unit focused on customer satisfaction
4. Prepare & present budgeted & actual sales results on as-and-when required and weekly / monthly / quarterly / yearly basis

1. Actively enforce operational goals, policies, and procedures
2. Implement standards in the company's training and development
3. Prepare & present reports on department’s performance to senior management
4. Support agents, handle escalations and work in conjunction with administration

1. Develop team members through monthly coaching, the provision of on target feedback, counseling, and recognition
2. Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers whilst ensure efficient and effective dissemination and communication of information to team members
3. Point of escalation in the handling of customer queries and complaints to the point of resolution and responsible for the real time activity and agent productivity within the Contact Centre

1. Assist in the day-to-day operation of the hotel front office
2. Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels
3. Assign, coordinate and supervise work activities of Front Desk Agents
4. Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift
5. Take personal responsibility for correcting customer service problems