Islāmābād, Pakistan
Operations leader who has managed PKR 2B+ in budgets, doubled SLA performance from 40% to 80%, and built digital channels now serving millions — all before the age of 27. Proven across three disciplines — vendor governance, sales channel strategy, and credit risk — within two of Pakistan's largest telecom and fintech organisations. Translates complex operational and financial challenges into measurable business outcomes through data-driven decision making and cross-functional leadership.
◆SLA performance from 40% to 80% by leading cross-functional resolution of platform stability issues with Technology and Product teams, directly eliminating the root causes of customer friction. ◆Administered PKR 2B+ across vendor operations and brand portfolios — encompassing end-to-end invoicing, Oracle Fusion administration, budget governance, and approval workflows. ◆Launched WhatsApp chat support for the entire JazzCash customer base — coordinating across Technology, Product and Operations teams — reducing inbound call volumes by 10% within the first year, with a projected additional 20% reduction as the channel scales. ◆Established a dedicated helpline for 4 government and social welfare projects, handling 1,000+ daily citizen interactions and ensuring consistent, measurable service delivery. ◆Delivered PKR 3M in cost savings by restructuring financial operations across 2 call center vendors and 5 sites serving a 500-agent workforce. ◆Optimized IVR call flows to reduce customer friction points, improving first-call resolution rates and measurably reducing unnecessary agent escalations. ◆Directed workforce planning, staffing and scheduling across 2 vendors and 5 sites, governing a 500-agent workforce to maintain optimal operational coverage and service continuity.
◆Contributed to 20% sales growth across a PKR 700M revenue portfolio by redesigning commission structures for 100 sales representatives, directly realigning incentives with corporate revenue objectives. ◆Expanded SME and SOHO client base by 10% by conceptualizing and launching an indirect digital sales channel targeting previously untapped market segments. ◆Built an employee referral programme within the Zong Employee App (ZEA) with full CRM API integration, creating a structured and scalable pipeline of qualified leads. ◆Identified high-growth sectors and underperforming segments through comprehensive industry segmentation analysis, informing regional target-setting and enabling precision sales strategy.
◆Mitigated PKR 600M in credit exposure by identifying and halting limit allocations to negligible-billing accounts across a 300+ corporate client portfolio. ◆Reduced bad debt from 10% to under 1% by designing and deploying a comprehensive dunning process across the entire corporate client base, fundamentally transforming the company's credit collection framework. ◆Ensured accurate monthly financial closures across the full postpaid portfolio through rigorous reconciliation and strict adherence to internal credit policies.