Soha Ghayas
Rawalpindi
Overview
4
4
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
Work History
Expert Digital Transformation
Jazz
12.2024 - Current
- Drive digital transformation by promoting self-service channels to enhance customer experience and reduce reliance on assisted support
- Implement AI-driven solutions including RPA, conversational IVR, robocalls, and SMS broadcasts to automate and personalize customer interactions
- Lead initiatives to capture and analyze CSAT to continuously improve digital journeys and service quality
- Promote and scale multi-app platforms like FikrFree, ROX, and Tamasha to boost digital adoption and revenue
- Collaborate cross-functionally to deliver data-backed, customer-centric digital tools that align with business goals
Team Lead Communication
Jazz
04.2024 - Current
- Lead a team of 9 communication professionals, cultivating a collaborative and high-performing work environment. Provide strategic guidance, mentorship, and regular training sessions to enhance team members' communication skills and overall performance.
- Facilitate effective communication and collaboration within the team and with cross-functional stakeholders, ensuring timely project delivery and successful outcomes.
- Manage project timelines, budgets, and resources, identifying and mitigating risks to minimize disruptions and maximize efficiency.
- Serve as a liaison between upper management and team members, effectively communicating priorities, expectations, and feedback to both parties.
Expert Communication
Jazz
10.2023 - 04.2024
- Utilized comprehensive analysis to identify patterns, trends, and user behaviors, enabling proactive enhancements and improvements to self-service functionalities.
- Collaborated with relevant stakeholders to build effective relationships internally and externally.
Specialist Communication
Jazz
09.2021 - 10.2023
- Provided end-to-end resolution for all requests/complaints received via Jazz customer care official email and PTA channel to B2C customers.
- Evaluated products & processes in consultation with internal stakeholders, identifying opportunities to improve customer experience.
- Implemented the 'Own & Resolve' strategy on a daily basis to ensure timely resolution of customer complaints.
- Conducted root cause analysis of complaints and coordinated with team lead for permanent resolution.
Education
Masters in Business Administration (MBA) -
Institute of Business Administration
08.2019 - 06.2021
Bachelors in Business Administration (BBA) - undefined
National University of Sciences and Technology (NUST)
09.2015 - 05.2019
Skills
- Proficient in Microsoft Office
- Experience with Power BI
- User experience optimization
- Effective communication
Websites
Certification
Agile Learning
Accomplishments
- Improved international roaming experience for prepaid customers by implementing process enhancements, resulting in a 50% reduction in complaints.
Timeline
Expert Digital Transformation
Jazz
12.2024 - Current
Team Lead Communication
Jazz
04.2024 - Current
Expert Communication
Jazz
10.2023 - 04.2024
Specialist Communication
Jazz
09.2021 - 10.2023
Masters in Business Administration (MBA) -
Institute of Business Administration
08.2019 - 06.2021
Bachelors in Business Administration (BBA) - undefined
National University of Sciences and Technology (NUST)
09.2015 - 05.2019
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