Head
Total years of experience :22 years, 7 Months
Stream
B2B Base & Value Management - Jazz Business
•Manage the commercials of B2B portfolio and revenue targets aligned with HQ Vimpelcom
•Customer value management for B2B segment
•Engage with IBM, Technology team and DMP teams for use cases implementation
•Channel enablement for downstream systems to execute the use cases
•Manage the value of almost 210Million USD for Year-2018 using base management frame work/use-cases
•Implement the Churn Play book frame work for B2B segment and saved almost 55million rupees
•Reduced the B2B SME churn by 25%
•Conduct the Top down NPS of B2B with the help of Marketing research team
•Involve with marketing for product design and dynamics as per the customer needs and feedback
Processes & PMO - Jazz Business
•Standardize the system and processes for B2B operations
•Design and implement the whole B2B sale process and implemented successfully
•Implement the CLM frame work for B2B successfully
•Introduce the Sale tool kit concept and digitalize the sale order-fulfillment by minimizing the customer onboarding from 48hrs to 4hrs
•Examine training needs and develop training programs to maintain the quality as per agreed KPI for B2B operations
•Continuous trainings for B2B division including Sales teams
•Develop and organize training manuals, multimedia visual aids, and other educational materials
•Conduct product UAT's for successful product launch
Mobilink Infinity
•Successful transformation and integration of LDN with Mobilink
•Projects management and process improvement related to Wi-MAX/Broadband service operations & Life cycle management
•Design the Wi-MAX self-care portal with Technology teams and successful implementation
•Developed in-house CDR’s monitoring tool for Wi-MAX subscribers to manage the life cycle
•Win-back Campaign management for Wi-MAX subscribers
•Conduct product UAT’s and handled the change requests related to broadband services
& CRM Planning - Wateen Telecom
•RFP's for Technology team for CRM ensure implementation with full of automations and reduce the customer pain points
•Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality
•360 degree Customer Experience Analysis and demographics to the higher Management
•KPI performance dashboard for Customer Service Division
•Handled Data Mining, Data formation and Design
Contact Center Solution Expert - Warid Telecom
•Implement the Call Center Service level methodology and Wall boards for real time visibility.
•Developed Employee information system 600+ employees. This contains the history of each employee.
•Automated scheduling system for 600+ employees.
•Implement the international standard of capacity planning for Contact Center teams.
•Implement the Contact Center staff management system IEX.
•Implement the Performance Scoring Module for contact center
Developed the Online Currency Trading system, Currency bidding Website based upon B2B
Developed the Wap Communication System, Based upon Mobile interaction with Web Technology