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خلاصہ
Young Customer Experience & data analytics professional, PTCL innovation excellence award-2019 winner & Performance excellence award-2020 winner, with 05 years of experience in the telecom sector in the areas of business operations, customer services, data analysis & digitalization.
Currently working on the Customer360 project that covers more than 1.5 million customers.
Hands-on experience in preparing business plans, marketing campaigns for 16K+ customers, analyzing more than 1.5 million customers & improving the customer experience through actionable insights, using BI/Data analytics tools (Tableau, Excel), Oracle Siebel CRM, IBM Maximo, Microstrategy dashboards, dashboard reporting (Link to Customer Success Dashboard, Team Performance Dashboard), training employees & introducing customer-oriented initiatives & campaigns.
Key Profile Highlights
• Awarded Presidential Business Excellence Award-2019 (Innovation Category) for improving the customer experience and 15% revenue increase through Happy Hayatabad, Thank Hayatabad & Win Hayatabad initiatives. (Awarded by Group CEO & President PTCL & Ufone)
• Youngest Professional leading a team, which won 3 PTCL Presidential Business Excellence Awards for consecutive 3 years (2017,2018,2019)
• Led a Business Operation team of 25+ employees for Three & a half years & provided high-quality services to 10K+ Customers • Increased revenue to 26+ Million (in PKR) per month by starting 6+ marketing campaigns/customer-oriented initiatives to acquire new customers, upsell the services & improve the customer experience.
• Successfully implemented 03 dashboards of the Customer360 project (Continuous Auditing) to transform the overall customer experience of 1.5 million customers.
• Certified Digital Trainer and Learning Partner with PTCL Training & Development department and trained 500+ Employees
Link to Portfolio: https://bit.ly/3cFyCDg
پراجیکٹس
تجربہ
Manager Digitalization
Responsible for Digitalization, Branding & Employee development & engagement initiatives
• Successfully launched “Customer Credential Analysis dashboard” (Customer360 Continuous Auditing product) to broaden the visibility over credentials quality of 1.5 million customers and curb with previous defaulters.
• Successfully designed “Pending Orders Management dashboard” (Customer360 Continuous Auditing product) to improve the customer experience of 1.5 million customers by monitoring & minimizing the service provisioning time to less than 24 hours.
• Successfully launched “Modem MAC Mapping dashboard” (Customer360 Continuous Auditing product) to broaden the visibility of 1.5 million devices installed at customer premises and find the exact location.
• As a marketing/branding lead for PTCL Internal Audit dept, designed IA Newsletter(Monthly) and promoting departmental initiatives through LinkedIn & Facebook Workplace
• Successfully executed “Digital Grit” (Internal Audit Digital Learning initiative): 20 digital learners invested 800+ hours in 130+ data analytics, data science & digitalization courses from Udemy
• Successfully organized Employee development & engagement initiatives i.e “IA Quizzard”, “IA Talks” for 50+ employees and organized 50+ sessions
Assistant Business Manager
Responsible for business operations, customer service, and technical operations which includes sales, pre & post-sales service, business analysis, customer retention, customer care, fault rectification, network rehabilitation & quality assurance.
• Successfully executed customer experience improvement initiatives i.e. Win Hayatabad, Happy Hayatabad & Thanks Hayatabad
✓ Resulted in winning back 10% churned customers
✓ Decreased MTTR to less than 24 hours
✓ Improved the customer experience & brand awareness by visiting 50+ high-impact customers.
• PTCL TezRaftar: Increased DSL revenue by 15% by converting 40% of dsl subscribers to higher data Rates
• Tez Modem: Converted up to 33% of ADSL Subscribers to VDSL Services and increased revenue by 10%
• Apna Cable TV: Expanded Smart TV customer base upto 25% and achieved 15% smart tv revenue growth
• Digital Knock: Utilized digital Channels to achieve 150% of the assigned sales target during Covid-19.
