As an Assistant Manager of Sales Operations at Zameen Media Private Ltd., I have been part of a transformative journey with Zameen.com, a pioneer in revolutionizing real estate transactions in Pakistan. Since its inception in 2006, Zameen has remained at the forefront, offering state-of-the-art services and features for real estate agents, buyers, and sellers across the country. In my role, I have been entrusted with a range of responsibilities aimed at optimizing sales operations and ensuring seamless customer experiences. These responsibilities include.

• Led the regional sales operations, managing over 20 complaint cases monthly, while training 30+ sales agents to enhance system efficiency and customer service outcomes by 20%.
• Partnered with sales leadership to develop daily, weekly, and monthly reports, increasing operational decision-making efficiency by 25% and providing actionable insights for leadership.
• Conducted 5+ training sessions for newly onboarded staff, ensuring 100% compliance with regulatory standards and boosting team productivity by 20%.
• Acted as the primary liaison between a 30-member sales force and support teams, resolving over 90% of process gaps and improving interdepartmental communication by 40%.
• Produce and analyze daily, weekly, and monthly reports for leadership, ensuring 99% accuracy and optimizing sales operations by implementing data-driven solutions.
• Created and implemented sustainable operational processes, reducing system downtime by 10% and ensuring long-term process improvements to prevent recurring issues.
• Evaluate and optimize operational goals, recommending process improvements that cut operational costs by 12% and minimized audit-related risks by 8%
• Documented and analyzed 500+ customer complaints across multiple channels, identifying recurring issues and implementing solutions that improved resolution rates by 15%.
• Developed and executed corrective action plans, addressing root causes and preventing recurrence, which resulted in a 20% reduction in repeat complaints.
• Working closely with cross-functional teams to implement process improvements, elevating customer satisfaction by 25% and improving internal workflow efficiency by 20%.
• Drive continuous improvement initiatives, promptly addressing corrective and preventive actions with thorough follow-up and coordination.
• Led continuous improvement initiatives, reducing resolution times for preventive actions by 15%, and enhancing overall operational efficiency through cross-team coordination.

I commenced my journey at ZONG as a Customer Care Officer, tasked with resolving customer queries and complaints while offering viable solutions. Demonstrating consistent excellence, I consistently met and exceeded all assigned targets on a daily and monthly basis, culminating in my promotion to a corporate representative within the Corporate Services & BlackBerry Help Desk department. In June 2017, I further advanced in my career, ascending to the role of Team Leader within the Contact Centre at ZONG HQ Islamabad. In this capacity, I led teams comprising Retailers, PAYMAX, and BPO (IDPs & KHIDMAT CARD), overseeing the performance of 40 agents and assuming responsibility for the following aspects.

• Established and tracked performance goals for a team of 40 agents, achieving a 95% service quality rating and aligning with organizational objectives to boost customer satisfaction by 20%.
• Led 24/7 helpline operations, ensuring over 90% service levels, which increased customer retention by 15% and reduced complaint escalations.
• Spearheaded 24/7 helpline operations, achieving over 95% service quality and improving customer satisfaction by 20%, while reducing repeat complaints by 10%.
• Mentored and coached a 40-agent team, resulting in a 15% improvement in performance metrics and driving skill development through tailored training programs.
• Resolved 300+ customer complaints monthly, reducing escalation rates by 20% and maintaining customer satisfaction above 90%.
• Facilitated regular team meetings and performance reviews, improving team efficiency by 10% and cutting customer issue handling time by 15%
• Analyzed performance data and customer feedback, improving team response times by 15% and increasing first-call resolution rates by 25%.
• Optimized and streamlined customer service processes, boosting operational efficiency by 15% and raising customer satisfaction scores by 10%.
• Spearheaded recruitment and onboarding of 20+ new team members, cutting ramp-up time by 30% and enhancing initial performance by 15% through robust training programs.
• Fostered collaboration between departments, aligning team objectives with company goals, increasing issue resolution speed by 10%, and improving customer ratings by 15%.
• Fully ensured compliance with company policies and industry standards, maintaining 100% adherence to regulatory requirements and mitigating compliance-related issues.