Customer Engagement

Managing a team of 20+ customer engagement specialists & recovery agents, overseeing their performance, training, and professional development.
Collaborating with cross-functional teams, including marketing, sales, and product development, to strategize customer engagement efforts with business objectives.
Analyzing customer feedback and data to identify trends and areas for improvement.
Monitoring key performance indicators (KPIs) and metrics, conducting regular performance reviews to drive continuous improvement within the team.
Ensuring precise and current documentation of all leads and interactions within (CRM)

 Recovery & Collections

Developing & implementing the recovery SOPs & effective collections strategies to maximize debt recovery and minimize delinquencies.
Supervising individual and team performance, identifying areas for improvement, and executing necessary measures to achieve collections targets.
Evaluating collection calls to ensure adherence to SOPs and policies
Provide feedback and training to agents to improve call quality, customer interactions, and overall performance.
Submitting periodical reports on collection activities, performance metrics, and team productivity.

Developed and executed HR policies and procedures
Managed end-to-end recruitment process including talent acquisition, interviewing, and onboarding processes.

Handled customer inquiries, complaints, and feedback at the local franchise
Escalated and resolved complex customer issues promptly by collaborating with relevant teams and ensured timely resolution.
Designed & Implemented performance goals and KPIs for the team, conducted regular performance evaluations to identifying opportunities for individual and team improvement.
Gathered and analyzed customer feedback to identify areas of strength and areas for improvement.

Handled end-to-end operations, from demand procurement, candidate sourcing and screening of resources to fulfil manpower supply to overseas market
Managed entire medical screening, visa processing & travel arrangement for deployment of unskilled & skilled workforce to Malaysia
Handled all government matters including documentation of permissions, ad posting, protectorate of immigrants & other requirements by regulatory body

Handled day-to-day administrative functions, including admissions, student records, and facilities management.
Planned and coordinated school events, including annual functions, field trips, and extracurricular activities.
Handled budget allocation and resource management to optimize financial efficiency.

Handled all the cordination matters related to National Assembly 
Administration & Logistics Incharge for regional office (South)
Liaison officer (rotation) at RGO Deptt. SIUT
Official Coordinator for Support Trust (NGO started by the member of Assembly)

Project Manager for Engro Foods flag ship project “World of Olpers”
Project Manager for Engro Foods HCLF brand “Olwell”
Project Manager (Vetting phase, North) for Fair & Lovely “Qismat k Sitaray”

Research Associate for Unilever Pakistan Consumer Tracker

Responsible for researching & designing of Questionnaire
Responsible for training of field interviewers

Dedicated Research Executive for the representation of MERAC (Middle East Research & Consultancy)
Assistant Client Service Executive for Procter & Gamble Pakistan

Performance Evaluation Officer across the country
Successfully completed numerous quantitative projects in Karachi
Responsible for evaluation of field interviewers deployed in Quetta, Multan, Faisalabad, Lahore, Rawalpindi & Peshawar by physical field accompaniment & mock sessions

Worked as Field Surveyor & Project Co-ordinator, in different Consumer & Social Research projects for “Aftab Associates Private Ltd” throughout Sindh & Balochistan.
Successfully completed 3 months Procter & Gamble’s Ariel Promotion Programme throughout Sindh.