Summary: I am an experienced customer service and direct marketing professional. Though, I have worked in different environments from contact centers to premier lounges, from the marketing department to business centers during the last 7 years. I am a highly adaptable and forward-thinking individual who always prefers to perform well as a team player.

Professional Experience:

UFONE (Pakistan Telecommunication Company Limited)                              PECHS Block 6, Karachi

i.            Business Center Executive | Business Center & Joint Shop                   Sept/2019- Oct/2019

ii.           Service Center Executive   | Sales & Service Center                                May/2012-Dec/2013

iii.          Customer Services Executive | Contact Center                                      July/2008- May/2012

Duties and Responsibilities:

•      Manage walk-in customers according to the assigned counter or assigned role.

•      Inventory Management, daily activity reports, complaint management, billing & finance.

•      Explain various UFONE & PTCL tariffs to the customers, increase revenue through sales.

•      International remittances.

•      Mobile fund transfers

•      UBank account opening.

•      Overall customer services and sales KPIs.

Achievement: Employee of the month award (Feb /2009)

Duties and Responsibilities: (Contact Center)

•      I had managed the team of 20 members as Backup Team Lead.

•      Complaint resolution and information related to the product and services of UFONE.

•      To adhere to the service quality KPI as per ISO 9001 Standards.

Bank Alfalah Pvt Ltd.                                                           Jinnah International Airport, Karachi

Relationship Officer | Premier Lounges International                                          Oct/2017 – Feb/2018

Duties and Responsibilities:

•      Managing and supervising the overall Lounge operations.

•      Coordinating and corresponding to Civil Aviation Authority CAA on behalf of the Bank.

•      Ensure passengers of our alliances (American Express Card holders, Government officials, and Business personnel) are provided standard services.

RIGHTANGLED Pvt. Ltd.                                                                        DHA Phase-6, Karachi

Manager Marketing                                                                                             Jan/2014 -Sep/2014

Duties and Responsibilities:

•      Conceptualizing and developing marketing material of the company.

•      Leading the marketing team for marketing and business development strategies.

•      Heading the digital marketing team and supervise strong social media drive.

•      Service pitch, and participation in Tender process on behalf of the company.

Education:
IQRA University                                                 Defense View Campus | Main Campus, Karachi

Master’s in Business Administration-MBA                                                                   (April/2019)

Electives:

•      Digital Marketing

•      Advertising & Brand   Management

•      Direct Marketing and Services

•      Dissertation (Impact of Brand Love, Brand Distinctiveness and Word of Mouth on Brand Image in Pakistan Telecommunication Industry)

Technical Skills:
(1) MS-Office {Excel, Power-point, and Word} (2) Google Analytics (3) Magento (E-Com)

(4) CRM   (5) Revenue and Billing Software

Keywords: Customer Experience Sales Logistics Social Media Strategy CRM Online Research Marketing Business Development Team-player Contact Centers People Management Operations Luxury Retail Team Building Training & Development