Job Descriptions:Operations:• New Order Movement to the warehouse for timely shipped customer orders:• Payment Confirmation of paid orders and their shipment on priority for timely delivery. • Return control ensuring single-digit return and good delivery all over the country• Work with direct reports to execute the accurate processing of e-commerce orders.• Oversee inventory levels to ensure they meet customer demand as well as restock products as needed.• Find new thrid parties channels to enhance sales,• Having very strong coordination with Performance Marketing to get the posts boosted.•Uploading the product inventory, images, articles, price discounts, and banners on Shopify.Logistics Management:• Responsible for monitoring on-time delivery by the courier companies to ensure a seamless shipping experience for our customers.• Maintain continuous dialogue with Courier companies to address and resolve claims and complaints received involving customer delivery experiences.• Ensure 92-95% order delivery of orders and keep follow-up regarding shipment advice.• Ensuring weekly smooth courier payments reconciliations.• Doing monthly city-wise courier performance analysis and discussing with them and re-assignment of the cities according to courier delivery vs return ratio.• Find new couriers for better rates and services.Customer Experience:• Cater the live chats (FB, Instagram) on priority to provide better customer experience and satisfaction. Timely Response the customer queries to achieve SLA target. • Community channels Management e.g Facebook, Live Web Chat, Instagram ensure timely response and address the customer concerns & queries• Monthly Training of CS Team.• Creating & revamp the processes & procedures that E-Commerce Support Customer teams.• Implement effective customer care procedures, policies, standards, and best practices.

Managing Sales, E-commerce Operations & Customer Experience Teams along with Community Management e.g Facebook, Instagram and live chat.Job Descriptions:Operations:• Work with direct reports to execute the accurate processing of e-commerce orders.• Responsible for monitoring on-time delivery by third-party logistics (3PL) partners to ensure a seamless shopping experience for our customers.• Identify capability and address gaps with third-party logistics (3PL) partners to improve service.• Maintain continuous dialogue with third-party logistics (3PL) partners to address and resolve claims and complaints received involving customer delivery experiences.• Optimize logistical functions by constantly evaluating opportunities for improvements to service.• Oversee inventory levels to ensure they meet customer demand as well as restock products as needed.• Ensure 95% order delivery of orders and keep follow-up regarding shipment advice.Sales:• Ensure New Order Movement to the warehouse for timely shipped the customer orders:• Community channels Management e.g Facebook, Live Web Chat, Instagram ensure timely response and address the customer concerns & queries.• Achieve the daily and monthly target 4 million to 5 million per/month. Grab the sale from all community channels• Payment Confirmation of paid orders and their shipment on priority for timely delivery. • Timely Response to the customer queries to achieve the SLA target. Cater the live chats (FB, Instagram) on priority to provide a better customer experience and satisfaction. Customer Experience:• Ensure customer care teams provide top lever customer services via Live Chat, Facebook, Instagram, WhatsApp & calls. • Creating & revamp the processes & procedures that E-Commerce Support Customer teams• Implement effective customer care procedures, policies, standards, and best practices.• Checking, supporting, or instituting effective QA checks to ensure the continued high-quality of CS.

•  Establish a detailed SOP for Customer Service operations for all standard processes.
•  Develop a comprehensive Training Program for all CS to provide standard & uniform services across branches.
•  Productivity Analysis and Mapping against KPI, helping to understand Manpower rationing and Staffing in branches to support operations.
•  Quality Audit - Branch Audits for operations against Dashboard & Business Processes.
•  Ensure compliance with Business Process Management in all branches.
•  Ensure smooth service center & CS operations.

• Track the progress of weekly, monthly, quarterly and annual objectives and evaluate performance. • Monitor and maintain decorum of department and make sure members are not overburdened. • Identify hiring and training needs and supervise and motivate staff to perform their best. Lead, coordinates and monitors practitioner applications and documents, ensuring applicant eligibility. • Resolution of rejections and submission missing on daily basis and reports directly to management. • Involve with database and other team(s) to ensure smooth transition of client and acquisitions. • Keeping the grids and spreadsheets up-to-date for each client and make sure records are updated on daily basis

• Responsible for a staff of Billing Executives and Team Leaders. • Oversees the operations of multiple medical billing services, which may encompass medical coding, charge entry, claims submissions, payment posting, follow-up, and/or reimbursement management. • Ensures that the activities of the operations teams within the group are conducted in a manner that is consistent with overall department protocol, and are in compliance with Federal law. • Implement and act in accordance with MTBC's information security and privacy policies. • Project Scoping (a list of specific project goals, deliverable's, features, functions, tasks, deadlines, and ultimately costs. In other words, it is what needs to be achieved and the work that must be done to deliver a project.

• Manage day-to-day HR & Admin office operations; oversee and coordinate overall office activities and provide administrative support to the executive leadership
• Process documentation prepare reports relating to personnel activities (staffing, recruitment, training, grievances, and performance evaluations. 
• Create and distribute guidelines and FAQ documents about company policies. 
• Deal with employee requests regarding human resources issues, rules, and regulations. 
• Compile & update internal databases with new hire information.

Deals in all kinds of IT hardware and software
Head Office London, UK - Purchase Department (Lahore, Pakistan)
• Sourcing & Purchase of ITS Hardware Products/Software from UK, Europe UAE, USA China.
• Purchase Orders (Purchase order processing) Shipments Tracking
• Quotation (Take prices from supplier’s and submit a quotation to sales team)
• Monthly RFQ (Request for Quotation), Orders, RMS (Retail Management System) reporting
• Perform supplier performance evaluations

 • Conduct session of Improvement of ICE (interactive customer endorsement) and NPS (Net promoter Score)
• Coach, motivate and developed representatives for inbound jazz projects.
• Provide training for the Improvement of soft skills and communication of inbound agents.
• Conduct quiz of entire floor, improvement session of QSL& Auditing of QSL and AHT
• Developed and designed training materials.
 

• Manage and handle a team of 75 Agents and achieve qualitative & quantitative KPIs • Ensure smooth IRU operations (Workload Management, Shift Handover, and Breaks Management).• Monitoring calls/activities/Service Requests to provide feedback and Compiling shift closing reports• Coordination with all Nationwide Mobilink stakeholders regarding customer issue resolution

• Manage and handle a team of 45 Agents and achieve KPIs for qualitative & quantitative targets as assigned• Handling of escalated complaints and suggesting improvements for any possible gaps in the processes. Managing performance KPIs for different functions within (MFS) Backend through regular monitoring.• Revamp of Processes for better Financial Services and Better Facilitations for Account holders

• Responsible for meeting all targets/KPI’s on daily bases as set by the Contact Centre Management• Constructive Feedback and guidance to develop employees to their full potential.• Meeting with every agent one to one and sharing good practices to keep team performance high• To prepare daily, weekly and monthly performance reports for performance review

• Ensure Business Center employees provide best customer services to walk-in customer
• Gather customer’s concerns/suggestions, ensure that the customer’s voice is being channeled to the right place and
• Manage the flow of day-to-day operations

• Selling and achieve the assigned targets (GSM, Postpaid Voice, Sms, &Data Bundles, pre to post conversation)• Ensure filling of daily visit reports (DVR)• Maintain an updated database in sales database including all activities, partners, and opportunities with their current status.

• To work with the assigned team in coordination with the team leader.• Handling issues and support the team in the absence team leader.• Helping team leader for escalating team performance.

• Manage large amounts of incoming phone calls over 111 Helpline.
• Follow communication procedures, guidelines, and policies.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Meet Daily KPIs.