Hallinto ja toimisto, Liiketalous, Viestintä, Kauppa, Matkailu

Iisalmi, Juankoski, Kaavi, Keitele, Kiuruvesi, Kuopio, Lapinlahti, Leppävirta, Maaninka, Nilsiä, Pielavesi, Rautalampi, Rautavaara, Siilinjärvi, Sonkajärvi, Suonenjoki, Tervo, Tuusniemi, Varkaus, Vesanto, Vieremä

Harjoittelu, Osa-aikatyö, Kesätyö, Kokopäivätyö

• National university of sciences and technology- Business School, Marketing and international business , Marketing- MBA, valmistunut 2015
• National university of computing and emerging sciences FAST lahore, Marketing, Marketing BBA, valmistunut 2012

• Bookme.pk, Dec 2021 - May 2022, Hiring, orientation, and training of customer support agents and Managers. Improving community and complaint management. Successfully reduced the number of complaints by 8%. Organize and deliver training programsCollecting, analyzing, and interpreting customer interaction data to identify requirements and information useful in improving customer experience.Improved CSAT scores from 75% to 86%Process revamping and process automation for seamless flow of work and enhanced customer experience.
• Careem Uber-Pakistan, June 2021 - Dec 2021, Managing operations for all assigned line of businesses allocated across all markets.Focusing on customer satisfaction by developing the first line & training team on process improvementPlanning actions to achieve customer/captain satisfaction targets through process enhancement and effectively managing TLs & outliers . Process revamping for care operations to enhance customer experience.Building Knowledge Base for seamless operationsImproving CSAT scores from 85% to 94%. Achieving Key deliverable metrics of the account/LOB - Satisfaction scores, quality, SL and shrinkage. Reducing churn and increasing customer retention by 15%Led Food vertical of Pakistan.Owning the set-up and management of delivery operations . Increased performance metrics by 8%.Driving effective captain & vendor loyalty and engagement to ensure strong retention and increase the lifetime value by 15%.
• Khaadi Pakistan, June 2018 - July 2021, Corresponded with monitoring product availability levels throughout the day and replenish stocks to ensure 100% availabilityDeveloped business links within the local community by establishing PR with customers, bloggers and influencers and conducted a blogger meet and greet to spread brand image in fashion industry. Achieved a maximum sales target of 82M nationwide ChapterCoordinated with conversion of the store from 10% to 16%, by taking different initiatives of store display, staff management and product allocation in prime locationConceptualized and developed the retail staff grooming, retail customer services and retail communications trainings and executed in 30 stores of Central Region,
• Jazz Pakistan, Dec 2015 - June 2018, Increased sales volume and built strong relationships with existing clients by enhancing their product knowledge and awarenessContacted business customers on daily basis and resolved their day-to-day issues and managed daily upselling in tagged accounts (companies).

• Englanti, Kiitettävä
• Suomi, Heikko

Tietotekninen osaaminen
No programming skills

Ammatillinen osaaminen
N/A

Vapaa teksti
I started my exciting professional career journey in the year 2015. A passionate traveller and an amazing baker and a mom to a happy toddler.
Accomplished Customer Experience Manager with over 7 years of vast and diversified experience. Specialized in hiring and training customer service staff, identifying customer needs, implementing customer satisfaction strategies, measuring customer satisfaction levels, and running surveys and interviews. Proficient at merchandising, store management, stock management, operational management, retail sales management, and customer engagement.
I want to work in diverse culture to make impactful initiatives and contribute value addition through my professional skills.. My core competencies revolve around sales management, operations management and customer service and experience management.