Yar Muhammad
Islamabad, Pakistan | +92345 5001073 | +923455552001

[email protected]
Sales & Marketing
Customer Service | Management | Operations

Dynamic and results-driven Sales, Customer Service and Operations professional with more than 14 years of successful business development, competitive market share expansion, and customer relationship development. Leverage finely-honed interpersonal and time management skills to successfully manage a team and increase profitability achieving corporate goals and objectives. Energetic and goal-oriented with a genuine passion and a well-rounded background in supporting a prominent organization in optimizing performance and growth.

§  Sales & Revenue Generation

§  Business Development

§  Business Outreach
§  Audits

§  Sales Management

§  Communication
§  Complex Problem Solving

§  Customer Relations
Professional Experience
TELENOR PAKISTAN                            Nov. 2004 – Present

Channel Operations Specialist, Feb. 2018 – Present

§  End to end management & ownership of Telenor franchise channel operations.

§  Ensuring smooth and error-free channel upkeep on all franchise channel-related processes & systems.

Successfully execution of BVS deployment/re-deployment and health checks.
Provides BVS Device Operational & Management Support.
Managing Buffer Stock and responsible for Regional Stock Keeping.
Support Retail Planning on developing BVS Systems & Processes and New Product/Service Enablement.
Managing BVS Complaint Management System.
Conduct Monthly or need base Device Audits.

Area Sales Head, Sept. 2016 – Jan. 2018

§  Oversee First Call Activation (FCA) along with primary and secondary recharge.

§  Manage the Franchise and provide timely and effective communication of targets.

§  Assess the market to gather insights and competitor information.

§  Plan routes and set targets for RSOs.

§  Monitor Profitability and staffing at franchise end.

§  Motivate franchise and retail staff and plan training sessions.

§  Expand retail footprint to increase availability of Products and Services.

§  Ensure and improve Quality of Sales by improving technique and follow-up.

Franchise Operations and Planning Specialist, April 2013 – Aug. 2016

§  Oversaw end-to-end franchise channel management.

§  Managed franchise channel commissioning and access management of franchises.

§  Directed quarterly audits and franchise tax issues.

§  Led configuration changes in BSS System.

§  Ran inventory categories, price commission definitions, policies and configurations.

§  Provided regional operational support to key departments.

MNP Specialist, Sept. 2010 – March 2013

§  Initiated timely coordination with Other Operators on daily basis.

§  Effectively followed up on achieving resolution with in specified TATs.

§  Planned for reduction of port-outs and retention of existing customer base.

§  Communicated to each functional representative the scope, schedule and financial terms of MNP-related activities to secure necessary operational involvement.

§  Handled PMD (Pakistan Mobile Database), PTA queries (Pakistan Telecommunication Authority).

§  Facilitated port-ins & port-outs within MNP guidelines & new MNP CRs and projects.

§  Executed fraud investigations.

Customer Relations Management Executive, Aug. 2008 – Sept. 2010

§  Analyzed status of service quality and make recommendations for improvement.

§  Developed project mandate and time line.

§  Identified resource requirements as well as stakeholders in the project.

§  Created and delivered Project Status report presentation to Steering Committee.

§  Managed Project Completion and met the pre-determined timeline.

Customer Service Executive (Islamabad Office), July 2007 – July 2008

§  Provided on-the-spot guidance to Customers by addressing their problem.

§  Forwarded queries and suggestions to the concerned departments.

§  Helped HR in coordinating Interviews for the new comers for WIC.

§  Activated official connections and handled system related issues regarding official numbers.

§  Handled of Post Paid F&F Connections.

§  Executed country-wide coordination of Siebel & Tracker Issues highlighted by WIC’s.

Customer Service Executive (Rawalpindi Office), Feb. 2005 – June 2007

§  Provided on-the-spot guidance to Customers by addressing their problem.

§  Handled administration-related activities of the Rawalpindi Office.

§  Served as backup supervisor for the center.

Assistant to the Director, Nov. 2004 – Feb. 2005

§  Collaborated in day to day activities of the department.

§  Coordinated with the roll out team in FAB forms.

MOHAMMAD ALI JINNAH UNIVERSITY                        Jan. 2002 – Oct. 2004

Academic Officer/Assistant Program Officer

§  Coordinated degree programs with the Executive Vice President and the Dean Faculty of Engineering and Sciences.

§  Handled Admission queries in the graduate programs and Ph.D.

§  Coordinated administration-related issues of the Faculty of Engineering and Sciences.

Education & Credentials
Master of Business Administration (MBA), Mohammad Ali Jinnah University, Islamabad, Pakistan

Projects
BVS Re-Deployment/Expansion,

BVS Launch CFT Member,

CRM Modernization CFT Member,

Project Tracking,

Franchise Resource Management System,

Order Management System,

Franchise Service Uplift CFT Member,

RSA Soft Token Implementation,

Commission Management System

Personal Interests
Traveling & Tourism, Hiking, Playing Cricket and Badminton.

References
Umair Mohsin; CMO, Telenor Pakistan

Phone # +92-345-5001050, +92-51-111 345 700

Mohammad Qasim Awan; Director Customer Care, Telenor Pakistan

Phone # +92-345-5100051, +92-51-111 345 700

Mudasar Hussain Mian; VP Central East, Telenor Pakistan

Phone # +92-345-2024177, +92-51-111 345 700

Waleed Abbas; AM Operations, Telenor Pakistan

Phone # +92-345-8550793, +92-51-111 345 700