·   Lead the development of partnership strategy, policies & roadmaps adhere to KPIs.
·   Lead the development of pitches, capabilities presentations, strategic and tactical ideas, and written proposals
·   Identify Manage, and contribute the entire M&A, Partnerships, JVs or Alliances process
·   Developing a granular understanding of program & managing end-end partnership sales cycle (Initiation till Launch)
·   Preparing commercials, business cases for 360-degree view and understanding of business proposition.
·   Owning the partners/ alliances relationships and collaborate in person /remotely to understand their business objectives & deliverables
·   Manage partners effectively to drive engagement while focusing on opportunities to maximize ROI & incremental revenues through collaborative and partners promotions
·   Act as a project manager with both client and partners department to facilitate operational requirements
·   Align and update all internal/ external teams to ensure the quality & accuracy
·   Manage Earn/Burn, exchange, performance and other relevant data analytics, reports & dashboards.
·   Act as a point of contact for high level escalations

·   Build and developed the business unit loyalty and retention strategies, roadmaps and KPIs.
·   Maintained Voice, Fixed and ICT Churn Targets & KPI’s.
·   Managed daily end-to-end operations including customer escalations, counter offers preparation, approvals and data analytics
·   Design and implement exclusive loyalty campaigns both for end users and decision makers.
·   Managed BU Loyalty strategic Partnerships.
·   Identify pain areas in customer journeys.
·   Reduced business customers churn rate and maintained/increased BU revenues from existing customers.
·   Identify revenue growth, new sales, upselling, cross selling opportunities and account development initiatives
·   Managing retention proactively, reactively & through win-back initiatives for end users and stakeholders
·   Analyzing, monitoring and evaluating effectiveness and impact of the loyalty & retention strategies.
·   Developed value propositions for all corporate segments
·   Developed the concept paper for automation and enhancement of retention process
·   Continuously worked with Business process team for internal processes enhancement
 

As Business Analyst
·   Involved in collating and evaluating requirements to be translated into business and technical specifications and subsequently incorporated into projects.
·   Developed and implemented advanced strategies for collating and evaluating data requirements. Managed daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
·   Ensured operational readiness and implemented effective contingency plans aimed at maintaining seamless operations.
·   Optimized staffing levels based on projected business volume for accomplishing departmental productivity and profitability goals.
·   Conducted root-cause analysis to determine and quantify reasons. Forecasted variance and recommended changes to enhance forecast accuracy and effectiveness.
As Sales Support Officer - EBU 909, Consumer 906 & FCR
·   Rendered dedicated customer service to promote products and significantly increase number of corporate customer accounts. Assessed and resolved customer complaints utilizing solutions, technical measures related to ICT.
·   Guided customers with fault repair using diagrams, flowcharts and written instructions for setting up systems and solving technical issues.
·   Interacted with clients for collating and evaluating requirements, updating customer inputs on various offerings, providing information on available products & services and assisting customers with ICT solutions and plans.
·   Recommended improvements to products and services, IT hardware options based on collated customer feedback and maintained updated repository for future reference.
·   Assessed customer requests, record specific requirements, provide solutions from the existing set of ICT, telecom, internet, network / VPN, voice and other plans.

Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives.
 Administers volume contingency action plans as deemed necessary and appropriate.
 Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
 Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
 Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
 Ensures that all reports originating from the department are accurate and reliable.
 Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Achievements:
 Participate and actively contribute to new software technology testing, assess strength of the product in the market in commercial terms, determine precise functionality offered by the product.
 Determine strategy based on sales targets determined by the management, rationalize processes to ensure achievement of defined objectives and operationalize functional strategies in line with legal guidelines.

Key Responsibilities:
Customer Service
 Handle the portfolio of corporate & institutional customers availing internet, conferencing solutions, networking, VPN and cloud computing services and ensure high level of customer satisfaction; provide dedicated customer service to promote products and significantly increase the number of corporate customer accounts in accordance with allotted targets and within given timeframes.
 Interact with customers, register customer inputs on various offerings, provide information on available products & services and assist customers with ICT solutions and plans.
 Gather feedback from customers, record and analyze inputs received, suggest improvements to products and services, IT hardware options and maintain a repository for future reference.
 Follow a selected time scale and monitor call-out time scales, call-request time and ensure effective token management.
Administration
 Liaise with trade partners, monitor pending orders, chalk out a schedule to fulfill orders and resolve technical and logistics issues encountered by trade partners and associates.
 Complete documentation and sales processing according to requirements of the regulatory authority for telecom and submit records for audit and inspection.
 Generate sales and operational performance reports for senior management review and recommendation.
Customer Request Processing
 Design a robust system for customer service request management, create fields for request logs, action taken, request for specific service / product information

Within high-volume manufacturing supervisory role, addressed and resolved factory needs to ensure smooth process of production and satisfaction. Managed logistical operations, purchased raw materials, and prepared technical bids and financial bids according to PPRA rules.