Oversee a high performing team of Customer Engagement Leads, compliance, operations unit and Analysts leading key customer relationships.
Managing 80,000 IB & OB calls per month including all types of queries (product, service, information, complaints) received from gourmet shops, restaurants, units, plants, production houses, logistics, etc.
Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Managing teams of talented individuals (200+ employees) across all countries working in kaymu Asia (Pakistan, Bangladesh, Sri Lanka, Nepal, Philippines).

Coaching, training, and development plans. Implementing an E-commerce strategy in order to improve website performance.
Order processing cycle (Order validation, dispatch, logistics follow up, delivery, customer feedback). 
Analyze data, customer feedback, competitive landscape to plan and introduce new functionalities to stay ahead of the competition and deliver best in class user experience.

For Kaymu Pakistan managed Quality Training and Evaluation of customer services, correspondence, and dispute management.

Key Accomplishments:

Improved customer experience using data analytics. Solid experience with quality initiatives, performance improvement, training, assessment, staff growth, staff scheduling, and forecasting.
Carrying out “Training need Analysis” for improvement of center’s quality.
Initiated (ad hoc, conventional, stress management, time management, and motivational training for employees.
Conducting daily Huddles, Periodic Team Meetings, Quizzes, feedback, coaching, and counseling to improve performance scores.
Identifying calls failing to meet predefined standards and identifying the problem.

Result oriented Team leader with expertise in document control, reporting. Effective at managing diverse team members to
accomplish business goals. Detail oriented and efficient, with strengths in both project and time management.

Key Accomplishments:

Worked intensively on more than 400+ predefined responses, as a result, an agent was able to handle multiple chats at the same time, the average response rate was 3 seconds.
All social media channels (Facebook, Whatsapp, live chat, [email protected]) were directly under observation.
Handling complaints (from both staff and customers).
Reporting to senior management/personnel when required.

ClickBus, an international online bus ticketing platform launched operations in Pakistan. To empower the bus travel industry by consolidating all main bus companies and routes in one place and by allowing passengers to not only compare prices but also buy directly from our amazing platform.