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Summary
Strategic Operations Leader with over 17 years of diverse experience in Real Estate, BPO, and Telecommunications, with a focus on Mobile Banking sectors. Proven track record in operations management, process improvement, service delivery, and enhancing customer experience. Skilled in streamlining telecommunication operations, managing high-value real estate portfolios, and leading cross-functional teams to exceed KPIs. Expertise in mobile banking solutions within the telecommunication industry, telecommunication service optimization, and BPO performance improvement. Adept at driving operational excellence, reducing costs, and implementing innovative solutions. Recognized for strong leadership,strategic planning, and consistently delivering measurable results, including increased operational efficiency and revenue growth.
Skills and Expertise:
- Operations Management
Telecom Service Optimization, ISP Management, Financial
- Services Operations
Process Improvement SLA Management, Budget Control, Regulatory Compliance
- Service Delivery & Customer Experience
Call Center/BPO Management, Mobile App Tools for Telecom
- Vendor & Stakeholder Management
KPIs, Vendor Relations, Project Execution
- Technical Skills
CRM/ERP Systems, Mobile App Management, Financial Tools, Microsoft Office, Linux/Unix Systems
Projects
Experience
Service Delivery Manager
Spearheaded the optimization of financial operations for a UK-based property management company, reducing billing discrepancies by 20% within five days.
Delivered superior customer service, ensuring high client satisfaction rates, and maintained compliance with UK regulatory standards.
Managed a team of cross-functional professionals to meet quality assurance benchmarks and improve overall operational efficiency by 15%.
Director Operations & Customer Success
Led operations, achieving a 90% reach for RAST’s first-ever TV commercial campaign, contributing to a 20% sales increase.
Improved sales lead qualification rates by 15% through targeted training programs for digital and B2B teams.
Directed customer experience strategies, enhancing service delivery and increasing client retention rates by 25%.
Regional Operations Manager Retail
Led operations for 20+ cities, achieving a 25% increase in SIM sales and a 15% boost in revenue from Uload and PPC products.
Managed multiple retail outlets, improving operational efficiency by 10% through strategic process improvements.
Corporate Operations Manager
Directed corporate relations for high-value customers, achieving a 30% increase in business solution sales.
Managed large-scale government projects, ensuring timely delivery and compliance with regulatory standards.
Business Center Operations Manager
Increased customer satisfaction ratings to 95% by establishing and enforcing rigorous service quality standards, leading to enhanced customer loyalty.
Enhanced operational efficiency by 20% through the implementation of streamlined processes and effective resource management at the Faisalabad Service Center.
Designed and facilitated comprehensive training programs, resulting in a 15% growth-in & in-house sales and improved team performance metrics.
Reduced service resolution times by 30% through strategic initiatives and cross-dartmental collaboration, significantly elevating customer experience
Customer Care Executive
Provided exceptional service to a diverse clientele, leading to a 40% increase in customer loyalty as measured by repeat business and customer feedback.
Oversaw daily operations in the absence of the line manager, ensuring complianc with corporate standards and maintaining service continuity.
Worked collaboratively with cross-functional teams to resolve customer inquiries and complaints, achieving a 25% reduction in average resolution time.
Generated detailed performance reports to identify trends and improvement opportunities, contributing to operational excellence and enhanced service delivery
