§  Commercial roll outs of FTTX Ventures/Expansions for Residential, SOHO/SME and Enterprise.
§  End to End Management of Customer Experience, Business Operations, and Customer Retention with the team presence in three regions North, South & Central.
§  Steer the BSS/CRM Delivery based on New Product & Operations improvement requirements
§  Act as hub between Commercial & Technical to align collectively in meeting business unit\'s KPIs / Initiatives
§  Commercial systems automation to reduce TAT and enhance productivity

 Implement change management initiatives for identification & elimination of de-optimizing factors.
 Assisting Head of Commercial Ops to compliance operational processes and implementation across Network connected areas (includes almost all the renowned Cities of Pakistan) through team of Commercial Operations coordinators and customer support Officers working under supervision.
 Managing through team churn, customer facilitation and retention.
 Managing Layer 2 support center Team for GPON, HFC and WiMAX.
 Complaints include Technical, provisioning issues and financial adjustments related to WiMAX, HFC and GPON Technologies.
 Adequate knowledge of handling Tools related to layer 2 support Includes (IBM Tivoli, AAA Server, IN and Business Support Systems).
 Responsible for utilization of a virtual budget of over PKR 9 million per month.
 Managing and responsible for end to end operational support of BSS (Business Support System) implementation in processes and compliance to attain the exact targets as per business plan.

 Managed a team of -- CSOs (South) Include 3 cities (Quetta, Hyderabad, and Karachi) 13 Franchises, 3 Business Centers and Backend Operations help desk.
 Worked in coordination with Radio Access Network department to deploy polygons for WiMAX.
 Conducted over a dozen training sessions for CSOs on organizational policies, procedures & SOP’s.
 Took the initiative to develop strategies, often with very limited resources, to help maintain optimal customer support.
 Personally assured compliance to manage complaint resolutions through CRM at a time when manual, non-automated procedures were commonplace.
 Assured meticulous delivery of assigned KPIs resulting in the best regional SLA level 3 years in a row.
 Assisted PTA successfully while conducting Service level survey related to WiMAX consumer market.
 Creatively diagnosed customers’ issues and took the initiative to form a troubleshooting database for unconventional solutions and alternative resolution methods, an unprecedented initiative at the time.
 Supervised the creation of reports & trends analyses to target relevant KPI’s and accurately gauge performance.
 Created and implemented Device Recovery process for both the direct and indirect sales channels.
 Managed sales force support to evaluate quarterly and monthly business.
 Managed Tender acquisition and submission; submitted 50+ tenders over 1 year.
 Regional level administrator of Salesforce.com to facilitate enterprise sales in formulating and managing enterprise business recovery and sales revenue and deployments.
 Managed Enterprise recovery and was able to ensure recover of 10million earnest money over a 6 month period.
 Processed and maintained FOC accounts for Enterprise Customer. Developed a reporting mechanism to reduce data mining time by almost 200% when responding to queries.

 Formulating and played a pivotal role in the establishment of procedures for different departments of WTL to comply with ISO requirements.
 Explored new market segments by targeting broadband internet services and submitted custom created proposals to Network Design Department for the deployment of a HFC Network based on survey reports.
 Personally responsible for managing six remote offices within a city
 Principal contributor in the creation of business plans, upcoming sales promotions and setting sales targets.
 Primary liaison for inter-departmental correspondence.
 Managed -- corporate invoices and quotations.
 Provide service feedback and counter calls to retain corporate customers includes P2P, Bandwidth consumers, Enterprise Clients, Embassies.
 Provide all solutions to corporate customers regarding their service change, service enhancement, refunds and demo connections and remained the primary interface between the organization and customer when negotiating rates for over a hundred corporate clients.
 Painstakingly sanitized the entire sales process with an intuitive procedure by using surveyors for sales verification.
 Created and maintained all service and performance reports, focusing on specific information to encourage sales staff to improve in necessary areas.
 Managed Sales Incentive.
 Emanated reports innovatively to look over different aspects of business operations.

 Establishment of SOP’s, supervising installation processes to ensure implementation of company standards.
 Trained technical Team for deployment of services up to the defined standards and helps to the achievement of monthly sales targets and customer retention and managed a staff of about 60 HFC technicians.
 Ensured 95% customer executions at the closing of every month.
 Interface for sales and marketing departments.
 Responsible for creation, maintenance and circulation of critical reports.