As an Assistant Manager of Sales Operations at Zameen Media Private Ltd., I have had the privilege of being part of a transformative journey with Zameen.com, a pioneer in revolutionizing real estate transactions in Pakistan. Since its inception in 2006, Zameen has remained at the forefront, offering state-of-the-art services and features for real estate agents, buyers, and sellers across the country. In my role, I have been entrusted with a range of responsibilities aimed at optimizing sales operations and ensuring seamless customer experiences. These responsibilities include.

Oversee regional sales operational activities, including complaint management and providing necessary system information/training to the sales force.
Collaborate with sales leadership to prepare key reports supporting day-to-day operational decision-making.
Conduct training sessions for newly onboarded staff, ensuring compliance with regulatory standards and ethical practices.
Serve as a liaison between the sales force and sales support teams, addressing communication, system, and process gaps.
Generate daily, weekly, and monthly reports, ensuring the accuracy and effectiveness of information.
Manage regional complaints and operational teams, maintaining strong follow-up and oversight on regional-level reports related to complaints, sales pulse, pipeline, and revenues.
Develop sustainable processes to prevent operational issues and implement permanent fixes to avoid reoccurrence.
Evaluate current operational goals, recommend improvements, and oversee operational costs, risks, and audit activities.
Receive and document customer complaints through various channels, analyzing them to identify trends and recurring issues.
Develop action plans to address root causes, prevent future occurrences, and ensure complaints are resolved promptly and in accordance with company policies.
Collaborate with cross-functional teams to implement process improvements and enhance the overall customer experience.
Drive continuous improvement initiatives, promptly addressing corrective and preventive actions with thorough follow-up and coordination.
Drive collaboration with cross-functional teams to implement process improvements and elevate the customer experience.
Take charge of continuous improvement initiatives, ensuring the prompt execution of all corrective and preventive action items with robust follow-up and coordination

I commenced my journey at ZONG as a Customer Care Officer, tasked with resolving customer queries and complaints while offering viable solutions. Demonstrating consistent excellence, I consistently met and exceeded all assigned targets on a daily and monthly basis, culminating in my promotion to a corporate representative within the Corporate Services & BlackBerry Help Desk department. In June 2017, I further advanced in my career, ascending to the role of Team Leader within the Contact Centre at ZONG HQ Islamabad. In this capacity, I led teams comprising Retailers, PAYMAX, and BPO (IDPs & KHIDMAT CARD), overseeing the performance of 41 agents and assuming responsibility for the following aspects.

Set performance goals and targets for the team, ensuring alignment with organizational objectives, and monitored progress to ensure achievement.
Manage 24/7 helpline operations, ensuring consistent achievement and maintenance of above 90% Service Levels.
Oversee 24/7 helpline operations, consistently achieving and maintaining above 95% Service Quality and ensuring high levels of customer satisfaction.
Provided ongoing guidance, coaching, and support to team members, facilitating skill development and enhancing performance levels.
Managed customer complaints and escalations, swiftly resolving issues to maintain high levels of customer satisfaction.
Conducted regular team meetings, training sessions, and individual performance evaluations to provide feedback and identify areas for improvement.
Utilized data analysis and metrics to identify trends and areas for improvement, making informed decisions to optimize team performance.
Developed and implemented efficient processes and procedures aimed at improving operational efficiency and enhancing customer satisfaction.
Oversaw the utilization of Call Centre technology and software, including CRM systems, ensuring effective usage to support team operations.
Spearheaded recruitment efforts, conducted training, and facilitated the onboarding process for new team members
Fostered collaboration with other departments and managers to ensure alignment with organizational goals and to meet customer needs effectively.
Ensured adherence to company policies, industry regulations, and standards, maintaining compliance across all team activities.

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.