Working as an Assistant Manager of Sales Operations in Zameen Media Private L.T.D. Zameen.Com revolutionized real estate buying and selling in Pakistan. It was the First Pakistan Property Portal that presented state-of-the-art services and features for Pakistan real estate agents, buyers, and sellers alike. Since 2006, Zameen has been the primary choice for people looking to invest, buy, sell, or rent properties in all major cities of Pakistan, and performing the following responsibilities.
 

Responsible for regional sales operational activities, which include complaint management, enabling sales force with required system information/education & training.
Coordinate with sales leadership and assist them in furnishing and preparing all key reports to help in day-to-day operational decision-making.
Conducting Training sessions for newly inducted staff to educate them regarding necessary compliance and regulatory information, maintaining professional and ethical standards.
Work as a bridge between the sales force and sales support teams to fill out all gaps related to communication, system, and process handling.
Prepare all daily/weekly/monthly reports and conduct all required sessions ensuring effective and accurate information.
Responsible for the regional complaints, and operational team and held a strong follow-up and grip on regional-level reports related to the complaints, sales pulse, pipeline, and revenues.
Develop sustainable processes to prevent operational issues and always look up for permanent fixtures to avoid the reoccurrence of reported operational issues.
Carry out evaluation of the company’s present operational goals suggest ways of improving important areas and oversee operational cost, risk, and audit activities.
Receive and document customer complaints through various channels (phone, email, chat, etc.).
Analyzing complaints to identify trends, recurring issues, and potential areas for improvement, and ensure all complaints are logged, categorized, and prioritized appropriately.
Develop action plans to address root causes, prevent future occurrences of similar issues, and ensure that complaints are resolved promptly and effectively while adhering to company policies and procedures.
Ensuring that complaints are resolved promptly and effectively while adhering to company policies and procedures.
Collaborate with cross-functional teams to implement process improvements and enhance the overall customer experience.
Responsible for continuous improvement and carrying out all corrective and preventive action items in a timely manner with solid follow-up and coordination.

Started, as a Customer Care Officer where I was responsible to handle customers\' queries, and complaints and provide them with possible solutions. I have achieved all the assigned targets on a daily and monthly basis due to which, I was promoted to a Corporate representative in Corporate Services & the Black-Berry Help Desk department.
In June 2017, I was promoted as a Team Leader in the Contact Centre at ZONG HQ Islamabad, where, I was leading Retailers, PAYMAX, & BPO (IDPs & KHIDMAT CARD) teams. I was supervising 41 agents and responsible for their below-stated things.

Settled goals and performance targets for the team and monitored progress to ensure that they are met.
Provided guidance and coaching to team members to help them improve their skills and performance.
Handled customer complaints and escalations and worked to resolve issues quickly and effectively.
Conducted regular team meetings and one-on-one performance evaluations to provide feedback and identify areas for improvement.
Analyzed data and metrics to identify trends and areas for improvement and made data-driven decisions to improve the performance of the team.
Developed and implemented processes and procedures to improve efficiency and customer satisfaction.
Managed and monitored the use of Call Centre technology and software, such as CRM systems, to ensure that they are being used effectively.
Recruited, trained, and on-boarded new team members.
Collaborated with other departments and managers to ensure that the team is meeting the needs of customers and the organization as a whole.
Ensured compliance with company policies and regulations, and industry standards and regulations.

I was working as a Verification Officer at Management Service Proponent which provides different services to telecommunication companies like MOBILINK and UFONE etc. I also supervised Urgent SIM Delivery at Door Step (A Project Of UFONE GSM) in ISB/RWP.
I have experienced Mystery Shopping of different Customer Services Centres and Franchises (Project Of UFONE GSM) for one year as well.