- Maintains company’s operational matters in order by utilizing administrative and executive assistants’ skill set through a bird eye view of all the tasks and employees. - Responsible to hire and manage human resources along with their onboarding and task assignment. - Managing Task Management system and internal communication software to deliver timely tasks.- Lead generation and marketing outreach.- Review, assess, and monitor follow-up action steps on correspondence.

Maintains the CEO’s appointment schedule by planning and scheduling meetings and conferences. Conserves CEO’s time by reading, researching, and routing correspondence; drafting documents; collecting and analyzing information; and initiating communications.
Format information for internal and external communication – emails, presentations, and reports. Handles telephone answering, responding to queries, and welcoming the company’s guests.
Take minutes during meetings.
Represents the senior management by attending meetings on their behalf and updating with the minutes of the meeting.
Review, assess, and monitor follow-up action steps on correspondence.
Coordinates events, including meetings, conferences, and seminars.
Acts as the point of contact between the CEO, employees, and other external partners.
Manage information flow in a timely and accurate manner.
Make travel and accommodation arrangements.
Answers and routes phone calls, mail, and e-mail messages and may handle wide-range information dissemination. (if needed)
Any other task assigned by the management which includes Head Hunting, working on Partnerships, working with and for benefits division.
Managing large accounts of Benefit Division.
Dealing with Carriers if need in order to help clients. 

Performed as Head of Business Development team in order to achieve the company\'s financial and strategic goal towards making Smash Cloud Media an exceptional software house. I was responsible to generate sales by managing a team as well as sending mass emails, cold calling, qualifying marketing leads, etc.

• To achieve company’s financial goal, whatever, is set by the management.
• To adhere to the rules and regulations of the company.
• To follow the company bible without any doubt and full conviction in order to play a positive role among team.
• Conduct market research and follow market trends to address customer’s need.
• Brainstorm and develop ideas for creative marketing campaigns
• Assist in outbound or inbound marketing activities by demonstrating expertise in various areas (content development and optimization, advertising, events planning etc.)
• Liaise with external vendors to execute events and campaigns
• Collaborate with marketing and other professionals to coordinate brand awareness and marketing efforts
• Plan and execute initiatives to reach the target audience through appropriate channels.
• Assist in analyzing marketing data (campaign results, conversion rates, traffic etc.) to help shape future marketing strategies
• Undertake individual tasks of a marketing plan as assigned
• Ensure brand consistency through all marketing channels
• Use Customer’s feedback to ensure client satisfaction.
• Establish a strong and long term relationship to increase company’s sale
• Take brand ownership and provide the vision, mission, goals and strategies.
• Measure and report the Key Performance Indicators and Key Quality Indicators after every campaign.
• Coach the team and get the best performance out of them.
• Monitor product distribution.
• Align company around the needs of the client to address them in shortest time.
• Control budgets and allocate resources on to the campaigns.

• Franchise Audits & Surveys for GAP identification
• Stock / Inventory replenishment
• Marketing Trade Promotions.
• Trade Promotions.
• City Launch.
• Cross functional support with Hr, Admin, Finance etc.
• Coordination b/w regional teams on day to day operations
• Special projects, correspondence & report writing including USF quarterly reports, Rev Sharing invoicing / processing (PTCL Migration Project)
• Implementation of upcoming trade promos
• Managing agency for POSM development & distribution
• Executing Franchise Audit Program every third month.
• Reporting and Analysis on Customers related to USF cities.
• Visiting all USF CBCs/EBCs clients in order to retain the clients and to maintain the required standards.
• Disbursement of information among stake holders related to Distribution & Planning.
• Disbursement of all kinds of Trade letters to Wateen Consumer Wimax.
• Taking part in Planning for the best of our Department & Division

• To understand the technology at best in order to make the best use of it.
• To bring new Corporate Clients which include Restaurants, Hospitals, Schools, Educational Institutes, Market places, Shopping Malls, Airports, Railway Station etc as WiFi Hotspot project was one of the major projects for Wateen Telecom Limited in order to capture the vast market with its internet based services.
• To ensure the retention of the hotspot clients.
• To visit them occasionally,
• To generate ticket/complaint in case whenever services stop working due to any reason.
• To keep on bringing new clients onboard to achieve the divisional goal.

• Timely resolution of complaints to enhance efficiency.
• Investigating and screening of technical complaints escalated to CMT by Contact Center representatives.
• Ensuring all process of elimination (POE) steps related to
• particular service are complete and correctly mentioned in a
• Ticket/complaint opened.
• Timely escalation of unresolved complaint to be addressed effectively to the concerned teams.
• Follow up on activities with concerned stake holders based upon initiation from service center or within the Contact Center.
• Regularly attending training and coaching sessions conducted.
• Adhering to time and attendance issues to maintain order and efficiency.
• Maintaining high standards of service level by using Customer
• To ensure that the franchises and affinity partners are working as per the defined company policies and procedures.
• To ensure compliance at all franchises and address proactively at the Franchises.
• Assist Manager in monitoring and improving CS Activities at Franchises Nationwide.
• Conduct periodic audits and reviews of the franchises. Periodic and suggest improvements.
• Act as focal point for all CS related issues of the franchises in the assigned territories nationwide.
• Identifying the areas where re-engineering of processes is required.
• basis.
• Co-ordination with Training Team in arranging training's for the staff on regular basis.
• Conduct follow up on training's imparted and refresher training sessions along with assistance on as and when required basis Logging and effectively.

• Measuring CS division’s Quality of Recorded calls, Ticket Creation/Handling and Correspondence through provided tools.
• Coaching and mentoring of allocated team members to policies and procedures.
• Ensuring Quality of service through individual feedback to CS team members.
• Meeting daily targets assigned by Quality Assurance Manager.
• Close Coordination with Managers, Supervisors and Coordinators regarding allocated team member’s performance.
• Ensuring coverage of information through Daily Refreshers with Collaboration of Operations Team.
• Live Monitoring/Silent Monitoring of Calls and real time Coaching.
• Dissemination of Information through TOD’s.
• Recommendation of training needs for continuous improvement.
• Monitoring and coordination mechanism with other departments to update knowledge base through system administrator.
• Continuous improvement in overall Customer Service skills.
• Implementation of grooming system for Customer Service staff to make them capable of assuming more responsible role.
• Identifying internal training needs for CSRs.
• To ensure effective roll out of Soft Skill training of whole Customer Service Division.
• Creation of short quizzes for allocated team members.
• Short Motivation Sessions with CS team members.
• Contact Center Staff Related Investigations.
• Liaison with other departments/divisions to obtain up to date information.
• Close Coordination with Quality Assurance Manager to improve overall processes.

• To co-ordinate with different departments to provide resolution to the customer for their network and billing relate issues.
• To help customer troubleshoot with his PC, Laptop or WIMAX Devices.
• Making follow up of complaints.
• Catering customer’s queries and escalation via escalation.
• Hourly and shift service level reporting.
• Daily contact center report.
• Monthly/Daily time utilization report.
• Monthly/daily quantitative stats of the agents.
• Advisory in scheduling and forecasting.
• Trend analysis of Hot and Top most generated complaints.
• Employees adherence monitoring and attendance reporting in portal.