Responsibilities:
§  Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
§  Oversee overall financial management, planning, systems and controls.
§  Management of agency budget in coordination with the Executive Director.
§  Development of individual program budgets
§  Invoicing to funding sources, including calculation of completed units of service.
§  Disbursement of checks for agency expenses.
§  Regular meetings with Executive Director around fiscal planning.
§  Supervise and coach office manager on a weekly basis.
Outsourced international projects:
·         Charter Spectrum ( USA based Internet+ Phone+ Tv Provider)
·         AT&T ( USA based Internet+ Phone+ Tv Provider)
·         Direct TV (USA based TV+ Internet Provider)
·         Windstream ( USA based Internet+ Phone+ Tv Provider)
·         ViaSat (USA based Internet Provider)
·         Xfinity ( USA based Internet+ Phone+ Tv Provider)

Easy Taxi is the largest taxi booking app in the world. The application connects taxi drivers and passengers, allowing them to experience a fast, convenient and safe ride, with just a tap of a button. Easy Taxi is available for Android, IOS, Blackberry, and Windows Phone devices, as well as for B2B clients through Easy Taxi Pro and Easy Taxi Corporate solutions.
Responsibilities:
Initiated a call center setup form scratch as a regional call center manager, the primary responsibilities were:
§  To hire call center team in Pakistan
§  Trainings
§  Manage performance on all programs to meet and exceed all customer and company expectations.
§  Ensure Key Performance Indicators (KPI's) are achieved.
§  Evaluates agents’ performance, provides corrective counseling,
§  Make salary recommendations, identifies staffing requirements, and hires staff based on work load projections; addresses complaints and resolves problems.
§  Identify operational factors that are having the greatest impact on customer satisfaction and call center efficiency. Then fix, build, implement and/or improve them as necessary.
§  Manage information flow between Customers, Operations, Quality Assurance, Training, Human Resources, etc. to ensure all client and company goals are attained.
§  Ability to manage a team.
§  Client communication.
§  Reporting to Chief of Operations Middle East

Systems Limited was established in 1977 as Pakistan's premier software house and technology based solution provider. It provides effective computing strategies and solutions to Private and Government Organizations. Systems Limited has played a major role in some of the largest IT projects in the country.
Responsibilities:
§          Worked closely with Sales and Marketing team on the assigned projects.
§          Ensuring timely and satisfactory resolution of client issues per Service Level Agreements.
§          Establishing performance metrics and proactively monitoring progress with reporting analysis tools.
§          Ensuring preventive maintenance is performed in an effective manner.
§  Ensuring continuous services improvement through strategic planning and analysis in coordination with executive management.
§          Setting targets, forecasting work load and resource allocation.

Dealt with following clients and their projects:
1.       Linear Title and Closing (USA)
2.       Williston Financial Group (WFGLS) Homeowner Insurance (USA)
3.       Williston Financial Group (WFGLS) Vendor Follow up (USA)
4.       Williston Financial Group (WFGLS) Payoffs (USA)
5.       Old Republic Title (ORT) Payoffs (USA)
6.       Old Republic Title (ORT) Tax Information (USA)
7.       Title Source USA Tax Information (USA)
8.       Stewart Title Company (Title Policy). (USA)
9.       Lenders First Choice (LFC) Vendor Co-ordination. (USA)
10.   Boston National Title and Closing. (USA)

Started working as a supervisor of the customer support and complaint department and got promoted as an assistant project manager in Mindbridge, BPO, under the out sourced campaign which is, an American company named Mobile Net. This company provides long distance and international services to the postpaid and prepaid subscribers in the United States of America. It also has a GSM service by the name of Jolt Mobile using the coverage of AT&T network which is the largest telecommunication network in United States of America.
My duties here were to maintain the team schedule and assist the team, take escalations and assign tickets (work load) to my team members, keep a look out of all the above mentioned duties as well as see that the call volume is managed according to the service level agreement with clients. My duties were also to allocate resources, route calls and make sure that all the resources were being utilized efficiently and effectively. As and when there were new promotions and updates guidelines were provided to me by clients so I can further train my supervisors and teams. I had to coordinate and correspond with clients and the different departments of the company, be it even vendors through voice and non-voice channels. I also conducted final interviews with the project manager in the hiring process of applicants based on their knowledge and skill.

I started as a customer services representative in Mobilink customer support center, Lahore and was assigned to work at the below mentioned departments. I was assigned to these departments, after a keen supervision on my perfection in knowledge and understanding of my duties and responsibilities.

1- Customer Services Officer (CSO)
CSO has core responsibilities of providing information in response to queries regarding:
 Customer services
 Complaint handling
 Promotional Information provision against queries 2- GPRS Team and Blackberry Team
 Resolving resolutions of pending network related issues immediately.
 Ensuring customers of deduction issues of the prepaid subscribers; this involves convincing the customers of deduction issues found and not found by ensuring customers with no future issues.
 Ensuring customers of the immediate resolution of any issue not resolved on time over the help line. I also had to keep a check of false statements put in by any in-house department.

4- Call Coordination Team (CC)
 The main responsibility of this department is to make sure that miss commitments made by postpaid customers related to their billing are blocked if not fulfilled at the extended time limit by filtration.
 Providing information to official employees related to their billing, network complaints and only authorized details of other numbers.

Worked well reputed pharmaceutical company, had to visit professor and consultant level doctors in the given area to promote 3rd Generation. Life Saving Drugs and manage the sales target given to me. Also had to manage the team by assigning them their duties and targets, arrange different promotional activities, presentations and seminars in the hospitals for doctors and patients to promote the product.

Started as a senior sales executive and got promoted to an Assistant Marketing Manager in Golden sparrow group of companies W.L.L. Having myself in the print media advertisement domain my duties were to develop and gain new business for the company from GCC countries, assist the Marketing manager, attend meetings, give presentations to the old and new client companies, working closely with sales and marketing team and public relations department on the projected business needs, set targets, forecast workload and resource allocation.