Muhammad Harris Bhutto
Enterprise Operations And Customer Experience
Karachi
Summary
Dynamic and results-oriented professional with a proven track record in Strategic Business Planning & Analysis. Proficient in Business Intelligence Reporting and Presentation, adept at transforming complex data into actionable insights. Known for spearheading initiatives to maximize Customer Experience Management and drive Increased Market Share & Success through strategic Digital Partnerships & Acquisitions in the Information & Communication Technology sector. Experienced in Driving Profitable Growth in B2B Enterprise Segments, with expertise in Bids & Project Management, providing Cross-Functional support in Legal Affairs & Public Communication. Recognized for the ability to Analyze Emerging Markets ICT needs & facilitate Product Development. A motivational leader with a talent for Training, Leading, and Developing Top-Producing Sales Teams.
Overview
25
25
years of professional experience
14
14
Certifications
Work History
Director Enterprise Business
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orastar Limited)
10.2023 - Current
- Develop and implement an ICT SBU according to company goals and objectives aiming to tab the new and emerging market.
- Introducing new business partnerships with top OEMs such as Cisco, Huawei, Fortinet, Hik Vision, Cambium Networks etc.
- Spearheading a portfolio of $10M and growing.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
Deputy Director Corporate & Commercial Operations
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orastar Limited)
Karachi, Sindh
01.2021 - 10.2023
- Developing and implementing commercial strategies according to company goals and objectives aiming to accelerate growth.
- Conducting market research and analysis to create detailed business plans on commercial opportunities (expansion, business development etc.)
- Spearheaded quality and performance for Operations, Cost and Delivery of nationwide Business Operations including but not limited to Business Partnership, Channel Management, P&L, Pre-sales, Project Management, Service Delivery, Billing and Invoicing. Leading a team of 07 employees under Commercial Operations.
- Introduced, Developed, and implemented Microsoft BI Tool for one window presentation of overall business operations.
- Leading a 20 people of Sales Team geographically disbursed to achieve the organization's overall strategic goals and profitability requirements as determined by the budgeted plans.
- Play a role of interface between planning and operations team and management of changes, release & deployment management, validation & testing management.
- Oversees Performance & Efficiency Improvement Strategy.
General Manager Sales Operations
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orascom Telecom & Saif Group)
Karachi, Sindh
01.2018 - 12.2020
- Directing service delivery management and recording contracts, billing & activations to achieve the organization's overall strategic goals and profitability requirements as determined by the budgeted plans.
- Heading a direct sales operations team of 07 to drive sustained business performance for service delivery management; billing & activation on national level.
- Maintains Microsoft Dynamics CRM for business operations.
- Technical delivery and acts as a mentor as required to advance technical knowledge within teams.
- Deploys processes and ensures teams comply with standards of delivery.
- National Contact Center management.
- Ensure weekly, monthly and quarterly deliverables are achieved and reviews all customer roadmaps to ensure both tactical and strategic impact can be achieved.
Head of Sales & Sales Operations
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orascom Telecom & Saif Group)
Karachi, Sindh
01.2016 - 12.2017
- Leading national sales team of 17 people
- Heading a direct sales operations team to drive sustained business performance for service delivery management; billing & activation on national level.
- Oversees technical delivery and acts as a mentor as required to advance technical knowledge within teams.
- Play a role of interface between planning and operations team and management of Changes, release & deployment management, validation & testing management.
- Heading a team responsible for Incident & problem Management and follow-up with stakeholders for permanent resolution/restoration.
Head of Corporate Sales
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orascom Telcom & Saif Group)
06.2014 - 12.2015
- Create & Identify segments to maximize sales with Medium/Large Corporate clients; local leading Telecom Operators; ISPs for IPLC; MPLS; IP Transit; Data Centers.
- Develop, train and set goals for Sales Team.
- Client Relationship Management to ascertain contract renewals and retention of business.
- Responsible for consistent profitable growth against budget assigned, individually & to the team.
- Assess the efficiency of the team by leading and motivating through trainings for improvement of processes follow up; product discussions & market need analysis.
- Business and product development activities to ensure maximum market reach and expand product offerings.
- Assist developing GPON network for corporate and consumer markets.
- Maintaining a consistent growth of incremental new sales business in Tier-1 Capacity selling ; Fiber & FTTH ; GPON ; WiMax ; ISM (P2P/MP2P) ; IPLC ; GMPLS ; ; Video Conference ; Cisco/Huawei solution selling ; Data Centers & solution selling.
Senior Manager Corporate Services
PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL) (Etisalat Group)
01.2012 - 05.2014
- Focused Sales Operations including a complete business planning from presales to post sales delivery; receivables; account reconciliation by heading a team with direct sales targets through company offerings in ICT services for Business Connectivity; Business Communication; Hosted Solutions; Managed Services and Business Security.
- Create new channels to maximize sales like Corporate Kiosks for customers’ offices in-house employee sales.
- Develop Partnership & Joint ventures with vendor management to maximize market reach with ongoing awareness programs.
- Identifying new markets and customers for sales team with ongoing awareness programs, conferences, meetings and engage them to meet and exceed customer expectations and their sales quota.
- Responsible for overall account life cycle with presales & post support for services ensuring contracts closed/renewed by the Account Managers fit with the corporate strategy, processes, ROI effectively.
- Assess the efficiency of the team by leading and motivating through trainings for improvement of processes follow up; product discussions & market need analysis.
- Supporting team for achieving Sales Target; Customer Care & Relationship Management for services support & managing end to end communication of project delivery.
- Meet with C-Level customers on their business requirements; follow up on performance feedback.
- Present with product planning suggestions through customer requirements; acquisition and analysis.
- Assist cross functional teams with gap analysis and recommendations for facilitating business operations as per team’s target and customer expectations.
- Assist and involve in preparing inputs for bids initiations or response to tenders via RFP; RFQ; RFI.
- Proposed solution incorporates our customized ICT services like Data Centers; Cloud Computing; Collocations; Security & Surveillance and Managed Services with IP-MPLS; Broadband; Optical Fiber; Other products and services are Internet services; Data; Voice etc.
- Weekly and monthly reports to senior management upon team and business progress.
- Identified new sales’ areas and customers (geographically dispersed teams) at PTCL & added a new Emerging Market Segmentation.
Manager Corporate Accounts
WATEEN TELECOM LIMITED (Dhabi Group Company)
Karachi, Sindh
05.2007 - 12.2011
- Assist team of 05 Key Account Managers responsible for Corporate & Enterprise Sales in South region with a given target.
- Meet with national accounts, end-users, and the sales force to define new product requirements and work with product development to document these requirements in product specifications.
- Exhibit products at trade shows and attend trade shows to review competitors’ products and dealers to formulate company product line for better achieving the ROI
- As Manager Corporate Accounts for various corporate clients, having direct interaction with company’s CEO and CIO to brief and present them with new products and services by presentations at one end and ascertain their current requirement with respect to ever changing IT field.
- Assist and involve in preparing inputs for bids initiations or response to tenders.
- Proposed solution incorporates our customized services like IP-MPLS services, WiMAX Broadband, Metro Fiber, Radio link connectivity etc. VSAT link and DVB-RCS (Digital Video Broadcasting). Other products and services are Internet, Voice, Cisco Solutions, etc.
- Prepare customized contracts of services for customers and negotiate to the maximum.
- Achieved significant improvements in inventory turnover, order completion and morale while managing sales ideas, demand forecasting and order processing.
- Team building by training; motivating and product discussions with sales staff and boosting team spirit.
- Daily and weekly reports to General Manager Enterprise Sales.
Senior Associate Sales
SUPERNET LIMITED (Arfeen Group Company)
03.2005 - 04.2007
- Sales and support of Corporate Network Services (WAN Solutions).
- Maintaining Customer Relationship Management with corporate customers.
- Confer with potential customers regarding their services needs and advise customers on types of solution available.
- Delivering corporate presentations with briefing customers about services & technology being offered.
- Business development and sales in strategic satellite communications systems as part of wide area networks for broadcasting and TV channels customers.
- Providing solutions (FR, Fiber Optics, Radio, and SCPC VSAT) with technical presentation.
- Resolve customer complaints regarding sales and service.
- Involve in commissioning of services at client’s location.
Manager Corporate Services, Call Center
CIRCLE OF INFORMATION TECHNOLOGY (CIT)
03.2003 - 02.2005
- Managed overall processes regarding local and international Business Development of long distance communications with Strategic Planning & Vision; Product Development; Exclusive Joint Ventures, Partnerships & Alliances; Acquisitions.
- Closely worked with Call Center Manager to improve customer services.
- Provided Corporate Customer Services and support to our Local and International Clients.
- Involved in Tele-Sales & Tele-Marketing of Call Center Services in US Market.
- Closely worked with QA team to ensure quality of services rendered to our International Clients.
- Telephony meetings with Foreign Corporate Clients regarding operational issues.
- Team building and people management.
- Advise on policies and operating procedures to ensure functional effectiveness of business.
Asst: Manager
HYDER ASSOCIATES
Hyderabad, Sindh
01.2001 - 06.2002
- Worked closely with engineering department.
- Involved in business development.
- Coordinate activities involving sales of products and services in the respective area.
Education
MBA - Management/MIS
SZABIST
01.2004
Bachelors of Engineering - Electronics/Telecommunication Engineering
Mehran University of Engineering & Technology Jamshoro
01.2000
Passed Higher School Certificate -
Govt. Muslim Science College Hyderabad
01.1995
Passed Secondary School Certificate -
St. Bonaventure’s High School Hyderabad
01.1993
Skills
Distinguished 20 years’ experience as “Strategic Business Operations Manager” transforming Employer’s services business into a world-class customer experience for B2B/B2C in ICT & Telecom (Tier-1 & 2) markets
Proven success in consistently meeting and exceeding Employers’ Business & Customers’ expectations in project delivery, client relationship through multiple channels, servicing skills, and solution-based SLA with top named Global group companies in Pakistan within Telecommunication & ICT industry
Continual advancement and demonstrated ability to lead, train and motivate teams (on premises and cross functional teams geographically disbursed) towards operations and services’ goals and milestones, development of strategies and plans for new markets & customers’ customized needs, customer services; soft training courses; solution based SLAs and renewals, with special emphasis on customer relationship & account management
Hands on experience in managing and establishing geographically dispersed customers and teams for service delivery and account management
Project Management skills in managing large and small projects, participating in strategic planning (both independently and with a team), writing reports, and communicating/presentations through BI Tools effectively both up and down the chain of command
Hands-on, approachable, and flexible with a strong focus on customer service and commitment to ethical business practices with respect to concerned authorities’ legal developments
Total Skill Development Training from Gulfstone Training Institute
Trainer for personal development in business industry at APTECH computer education
Certification
Fortinet - FCF 2.0 Certificate (2025)
Accomplishments
- Exceptional growth at Transworld from Sales Manager to Director in 09 years, managing SME/Corporates/Large Enterprise of region’s leading Telecom Operators and Carriers with portfolio of $15M. Swift raise from Sales to managing the overall divisions of Sales Operations & Customer Experience Management with overall portfolio worth of $40M+ and assisting Vice President in Sales Budget Planning, Revenue Assurance at Transworld.
- Introduced multiple yet diversified product lines in service to manage SLA based revenue streams such as delivery of Colocation & Data Center business; System Integrator, Real Estate sharing (Off-Site ATM placement); Alternate Energy Solutions (Solar backup for ATMs) etc.
- Improved sales & service activities; operational support; Contract Management towards client satisfaction and performed 100% close outs.
Timeline
Director Enterprise Business
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orastar Limited)
10.2023 - Current
Deputy Director Corporate & Commercial Operations
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orastar Limited)
01.2021 - 10.2023
General Manager Sales Operations
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orascom Telecom & Saif Group)
01.2018 - 12.2020
Head of Sales & Sales Operations
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orascom Telecom & Saif Group)
01.2016 - 12.2017
Head of Corporate Sales
TRANSWORLD ASSOCIATES (Pvt.) LIMITED (Orascom Telcom & Saif Group)
06.2014 - 12.2015
Senior Manager Corporate Services
PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL) (Etisalat Group)
01.2012 - 05.2014
Manager Corporate Accounts
WATEEN TELECOM LIMITED (Dhabi Group Company)
05.2007 - 12.2011
Senior Associate Sales
SUPERNET LIMITED (Arfeen Group Company)
03.2005 - 04.2007
Manager Corporate Services, Call Center
CIRCLE OF INFORMATION TECHNOLOGY (CIT)
03.2003 - 02.2005
Asst: Manager
HYDER ASSOCIATES
01.2001 - 06.2002
MBA - Management/MIS
SZABIST
Bachelors of Engineering - Electronics/Telecommunication Engineering
Mehran University of Engineering & Technology Jamshoro
Passed Higher School Certificate -
Govt. Muslim Science College Hyderabad
Passed Secondary School Certificate -
St. Bonaventure’s High School Hyderabad