Strategy reporting into the Co-founder, I will have full ownership over our communications strategy and deliver campaigns that drive brand, reputational and commercial growth.Team Management - leading and motivating a full time marketing communications team of six and a wider freelance network of four.Agency Management is responsible for the direction, output and performance of our Inhouse Marketing, Digital Marketing & Communications Team.
Stakeholder Management work collaboratively with stakeholders across the business so they understand our positioning and what our brand stands for.StoryTelling identify, frame and bring to life stories that brings our vision to life and strengthens our reputation.Internal Communications - I am responsible for employee engagement and internal communications as well as working with the C-suite on their own personal communication tactics.Brand take the reigns for our brand refresh and work to develop a suite of multimedia content to target relevant audience.Content preparing, writing and editing internal and external materials e.g. employee onboarding, client collaterals, company presentations, thought leadership articles, newsletters, press releases, blogs, videos, etc.Crisis Management - To put together a robust crisis communications plan and ensure its communicated to the board and senior leadership team.

Responsible for developing, implementing and overseeing long-term digital marketing campaigns as well as short-term advertising techniques.Planning digital marketing campaigns, including web, SEO/SEM, email, social media and display advertisingMaintaining our social media presence across all digital channelsMeasuring and reporting on the performance of all digital marketing campaignsPlan and execute all digital marketing, including SEO/SEM, marketing database, email, social media and display advertising campaignsDesign, build and maintain our social media presenceMeasure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)Identify trends and insights, and optimize spend and performance based on the insightsBrainstorm new and creative growth strategiesPlan, execute, and measure experiments and conversion testsCollaborate with internal teams to create landing pages and optimize user experienceUtilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch pointsInstrument conversion points and optimize user funnelsCollaborate with agencies and other vendor partnersEvaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriateResponsible for revenue and conversion KPI's.

Manage all local clients of Outsourcing including Call Centers, Telesales, Logistive, Social Media & Digital Marketing
Planning, Monitoring, Managing & Implementing Company's Strategy.
To handle and resolve client queries
Cultivating solid relationships with clients through the provision of exceptional after-sales service.
Creating a positive onboarding experience for new clients.
Maintaining an accurate record of all existing and potential clients.
Responsible to increase brand awareness
Improve Marketing efforts to increase leads.
Create and maintain Brand Image & Promotions
Analyzing data across channel and share reports with clients.
Bridge between local teams and Clients
Reporting & Visibility of all Projects
Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and company goals are met.
Performing research on current benchmark trends and audience preferences
Designing & Implementing Social Media Strategy to align with Business Goals
Suggest & Implement new features to develop Brand Awareness
Content Management
Human Resource Operations Management
To enhance the organization's human resource by planning, implementing and evaluating employee relationships
Human Resource Policies, Programs and Practices
To ensure legal compliance
Ensuring all operations are carried on in an appropriate, cost-effective way
Improving operational management systems, processes and best practices
Helping the organization’s processes remain legally compliant
Performance Management
Formulate strategic and operational objectives
Contributes to team effort by accomplishing related results as needed.

Responsible for whole contact center backend operations.
Responsible for 9 teams management of large telecommunication company.
Responsible for network, corporate, business operations, postpaid operations and prepaif financial management.
Set high standards for CSAT To achieve 99 percent service level, FCR and Quality targets.
Solely responsible for leads and people side.
High standards of Client Management, Vendor Management and Stakeholder Management. Revenue Maximization.
Fraud prevention.

Leading Outsourcing Partner on behalf of Telenor Pakistan.

• Overseeing subcontracted projects for Telenor Pakistan
• Working as a bridge between Telenor Pakistan & Outsourcing partner
• Leading Project of FS 3737 Contact center
• Managing team of 200 people
• Negotiating suggested alterations to vendor contracts.
• Ensuring high quality as well as productivity standards
• Ensuring best CSAT and eliminating maximum DSAT reasons
• Reporting & monitoring of all OSP operations
• Eliminating agent and customer’s pain points
• Ensuring internal departments alignment with an organization's goals for its outsourcing program
• Work to promote an organization's overall strategic development, which includes following internal procedures for ethical business practices.

Accountable for digital customers experience by leading teams of emails, social media, web chat, and SMS help line.
Planning of newer services, promotions and solutions to increase digital and non-voice channels penetration for customers.
Formulation of customer services, sales strategy and roadmap for all digital channels by working in close coordination with project
Management and technology teams to identify the areas of new businesses and improvement areas.
Ensuring the service levels are maintained for superior customer services experience.  Lead and initiate projects to generate operational efficiency by establishing cost effective channels and volume shifting of voice channels customers to Social channels.
Manage people performance and operational aspect of the business in order to achieve unit goals focusing towards customer centricity.
Development of resources by career counseling, task delegation and empowerment

Project & PTA Specialist
• Responsible for all Project Management of non-voice channel (E-care Team).
• Managing business transition projects.
• Balancing stakeholders, managing business changes, ensuring that new program benefits are obtained & proper monitoring of Key Performance Indicators.
• Responsible for resolution of all PTA & Legal Cases escalated to Electronic Care Team.
• Initiate all projects that will help in achieving our unit strategic ambitions in alignment with Company Strategy.
• Responsible for Projects reporting & proper visibility at management level.
• Responsible for PTA Complaints reporting & data analysis for complaints reduction.
• Preparation of Project Presentations & Visual representation of Project analysis.
• Carrying out analysis of whole E-care & PTA unit to ensure channel adeptness.
• Identification of new development areas and initiatives to increase channel efficiency.
• Cross Organizational trend analysis of PTA Complaints (Telecommunications).

Electronic Customer Care Specialist October, 2013 till 24th July, 2016
• Responsible for daily top management emails catering
• Responsible for catering internal and external customer’s queries and complaints via email channel.
• Resolving all corporate and legal case laws including legal notices
• Replying to all PTA regulatory cases rebuttals
• To ensure one email solution and fracture point analysis of each department
• To take care of all SSC and internal operations
• Prepare complete documentation to all fraud cases, illegal change of ownership, SIM replacement etc.
• Responsible for meeting all targets/KPI’s on daily bases as set by the Department
• Working as Team point person for Quality, Reporting, System & Process team, Strategy planning.
• Provide support to social media i.e. Facebook, digital teams etc.

Acting TL Electronic Care November, 2014 - June, 2015
• To ensure that all the information is communicated timely & effectively, to the relevant channels.
• Identify, measure, monitor and mitigate risks in the implementation and execution all process Non Voice channels.
• Accountable for all types of electronic customer services support via all non-voice and digital platforms like emails, social media, web chat, regulatory, PTA, SMS help, letters and faxes.
• Lead and initiate projects to generate operational efficiency by establishing cost effective channels and volume shifting of voice channels customers to non- voice channels.
• Lead a team of 10 - 15 tenured & experienced members.
• Responsible for Group & Top management emails.
• Root Cause Analysis to reduce apprehensions at front end and ensure One Email Solution at E-care Channel.

Opportunity to shadow all tasks done by Area Sales Head in S&D
• Area Sales Head Goals & Responsibilities
• Area Sales Head Territory
• S&D Terminologies & Definitions
• S&D Reports Understanding
• In-depth analysis of current performance on Franchises & Retailer Shops.
• Target monitoring of GSM, Financial Services & FCA

• Responsible for achieving daily, weekly and monthly SL’s.
• Responsible for all web chat operations.
• Responsible for rosters and team scheduling.
• Check all quality and System & process related concerns of Team.
• Contribute to manage team objectives through team work.
• Point of contact for direct coordination with external stake holders with the ability to get things done cross-functionally.
• Ensure optimum performance of outsourcing partner.

Telenor Pakistan
• Payments, Adjustments, Waivers Posting & Credit Limit Enhancement
• Welcome calls to postpaid customers.
• Responsible for business segment contact center operations (Key Success Indicators, Service Level, Customer Satisfaction Index, First Call Resolution, Shrinkage and Scheduling) and leading a team of 12-14 members
• Up selling of Value Added Services on inbound & outbound calls to the right customer base and achieved 3500 rupees per agent target on daily basis
• Monthly presentations in order to highlight specific areas which needed attention Dealing and maintaining healthy relations with customers