Have over 7 years of experience in Customer Relations, Vehicle Tracking & Fleet Management Solutions, Motor Insurance Renewal, Business Process Outsourcing, Internal Audit & FMCG. Specialties: Client Compliance Implementation/ Client Relationship Management Ensuring consistency in achieving Targets Setting up and Monitoring Operations Metrics to achieve standards Working with Client to Formulate and Implement Quality Standards Addressing Customer concerns and Dealership Acquisition Performance Action Plans / Evaluation of Performance Responsible for managing the services & revenue deliverables annually of PKR 1 Billion pertains to outsourced functions of TPL Group Companies; To lead the outsource portfolio and execution of transforming the current support environment. Contact Centre Operations: • Manage DTD performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget with 100 Agents, 2 AMs, 4 Supervisors. • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting. • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and meeting Service Level Agreement (SLA) performance, • Deliver cost efficiencies and increased in Customer Satisfaction Scores & Staff occupancy. • Find and close new revenue opportunities within the existing client base, • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction, • Managing Sale Support Services (Welcome Calls / Claim Feedback, NPS. Digital Sales - Responsibilities include: • New Business Development of Revenue Target 100 Million PKR through Digital Channels which includes Contact Center, Social Media, Websites, E-Commerce, Online Chat. • Develop & drive the online sales propositions including Bundling, Cross Selling of group companies • Develop clear reporting metrics and procedures to measure effectiveness, conversions, CPA, Lead to Sale Velocity, and ROI across all online/digital channels. • Establish and maintain strong relationships with key stakeholders inside and outside the organization Digital Retention - Responsibilities include: • To retain and manage revenue retention portfolio of TPL Companies. • TPL Insurance - Renewal portfolio with premium target of over 600 Million PKR Annually. • TPL Trakker – Renewal portfolio with revenue target of over 300 Million PKR Annually.