Manager
GreyMatter
Total years of experience :18 years, 7 Months
Reported to the Director Client Services
Managed the client services department of the agency
Supervised the client services team in day to day client & amp; agency business.
My job description also included creative campaign development, agency presentations and business development
Independently handled large portfolio public as well as corporate sector accounts independently
Successfully launched a multitude of advertising campaigns both corporate as well as product/ brand
• Started my career in Ufone as Finance Executive as Pioneer member of Ufone Lahore Launch team.
o Worked with a dynamic finance team & performed 1st MIS equipment audit in Central Punjab.
o Supervised activation department for Central I & II.
o Conducted System related & Personal Behavior Training session of Finance Officers on different locations across Central I & II.
• Fraud Management Team, Islamabad
o Moved to C&C department & Managed to monitor Fraud related issues through WatchDog & different analytical tools in practice.
o Correspondence with Law enforcement agencies
o International Roaming related fraud reporting
o Correspondence with Unilateral/Bilateral roaming partners.
o Credit related issues of corporate customer.
• Team Lead CAReS Helpdesk/WCMS HelpDesk/Blackberry Support
o Have been a part of CAReS Helpdesk orientation & its development
o Liaison with IT Development, Engineering & IT infrastructure teams w.r.t. CAReS Development & modification to design the product a user friendly tool for all departments.
o User profile management & audits
o Have run CAReS Helpdesk as operational support team since June, 2006 to 2010 as an administrator to pursue all development & operational issues
o Have performed CAReS interface related & activity wise audits fortnightly/monthly/yearly.
o I have been looking after Blackberry support as well & organized a professionally dedicated & technical operational & administrative team that has been looking forward Blackberry related customers issues & queries. Also have been managing WCMS Helpdesk & pursued WCMS related operational & development issues.
• Team Lead COPS Billing Team
o Have leaded the COPS Billing Team (Support Center)
o Performed internal & external audits w.r.t. revenue assurance
o Conducted sessions with inbound & different departments to minimize customer complaints.
o Performed market survey on the highest marked complaint work code Scratch Card Loading Complaint & highlighted the manufacturing fault in scratch card while scratching to finance & procurement team for that they had stopped the order with vendor & remanufactured the scratch cards. After that changed the said complaint WC dropped on the lowest marked WC in complaint analysis.
o Have been top performer within Support Center COS team.
• Team Lead Franchise Support
o I have been leading a large UFR Support Helpdesk team
o Managing Franchise/Mini Franchise, Captain, Service Center, Call Center & S&D related queries.
o Performed Franchise activities & profile audits
o Reshaped Franchise Support team w.r.t. the better customer care practices.
o Introduced new complaint resolution environment by re-designing complaint work codes.
o Liaison with S&D, Franchise Support field team & Finance.
• Floor Supervisor (Inbound)
o Innovation and FCR
o Best Team Results for High Class CS
o Qualitative & Quantitative Targets
o Product Knowledge and Coaching
o Follow-up and Problem Resolution
o Team Competencies and Training
o Floor Supervision and Coordination
Accounts related activities.
Launched North regional office in Islamabad with
Administration of stock, merchandizing, & agreements with shop owners.
Management of logistics & supplies
All kind of administrative tasks e.g.
Correspondence with clients
Verifying of invoices and Quotations.
Attending complaints of Officer/working staff.
Visit & transportation scheduling of managers & delagations
Salary/wages disbursements of Officers/daily wages staff, Banking correspondence & facilitation,
Local purchases & service related coordination
I was also an Athlete as a Wicket Keeper opening batsman & have lead School, College & Club Level cricket