Summary
Overview
Work History
Education
Skills
Training
Phone
Accomplishments
Certification
Timeline
Uzma Khan

Uzma Khan

Relationship Management & Communication, Executive Search, Fin-Tech , Customer Operations Management And Corporate Management.
Karachi

Summary

A dependable and proactive professional with diversified experience in corporate services, sales, customer operation management, and customer services/support. Currently seeking dynamic and challenging opportunities at the organization-to-organization level. Expertise lies in inbound and outbound contact centers, front-end operations of business centers, and enterprise services/sales. Successfully initiated and executed operations as a Regional Head, managing joint shops across Karachi, interior Sindh, and Baluchistan commercially and cost-effectively. Effective leadership experience in corporate and priority services, achieving new acquisitions, net-adds, revenue maintenance/enhancement, and providing around-the-clock services. With a career span of over 19 years, associated with two major telecoms of the country, a Fintech company, and currently working in the hiring and resourcing arena. Background in engineering combined with operational and relationship-building skill set adds a profound aspect to portfolio.

Overview

20
20
years of professional experience
4
4
Certifications

Work History

Senior Manager Executive Search

HRSI
7 2024 - Current
  • Reporting to the General Manager and Chief Officer and looking after executive search domain
  • Profiling and Screening on Resume' of a variety of position and organizations
  • Extensive Relationship Management with both the clients and the candidates.

Lead Communication and Relationship Management

Logiciel Services Karachi
10.2022 - 06.2024
  • Reporting to the director in the organization, heading Communication and Relationship Management Department
  • Spokesperson of the organization that is the part of Velocity Holdings based on Wallstreet, New York, USA
  • Part of all fintech development and business acquisition / development
  • Touchpoint and coordination contact of the C level of the organization based out in US
  • Official business documents viewer and approver.

Regional Manager Corporate & Priority Services

Ufone
06.2021 - 12.2021
  • Leading a team of KAMs looking after their respective portfolios and providing services to Corporate and High Revenue Customers in South Region
  • Proven ability in Problem Solving Skills
  • Developing business strategies for retention of corporate & individual customers
  • Acquisition of new corporate and individual customers from competition through competitive offers/plans, which should ensure revenue and profitability for the organization
  • Looking after a portfolio of 6 million plus in cross selling/new sales hence enhancing the company revenue
  • Management, hiring and development of team over 30 plus employees in order to cater to personalized services to high revenue/profile customers
  • Ensuring of portfolio management of the regional team which includes minimized churn ratio in comparison with company standard churn and revenue retention through proactive services by providing resolutions/up selling/ cross selling as per satisfaction of the customers
  • Ensuring proper implementation/monitoring of all priority services initiatives and projects, which includes post project analysis for further improvement
  • Ability to negotiate with government and corporate customers in acquisition of new products by offering innovative solutions.

Regional Manager Customer Services Operations

Ufone
02.2017 - 06.2021
  • Heading South Region that comprises of business centers that are located in South Region
  • Leading a team of 100 plus resources from the executive to the assistant manager tier
  • Worked upon various loyalty campaigns derived through direct feedback of customers and on an analysis of customer requirements
  • Expert on process reengineering and initiation of Standard Operating Procedures in lieu of customer facilitation and staff's assistance
  • Headed Customer Retention project that was conducted nationwide
  • Implemented Quality Management System under the standards of ISO 9001:2008 in the shops as a designated Quality Ambassador
  • Conducted staff trainings and refreshers pertaining to operational requirements and customer experience
  • Continuous analysis of shop's commercial targets and assignment of targets based on their achievement
  • Assessment of resources and strategizing staff acquisition
  • Effective operational management keeping in view the available headcount and shop requirement
  • Continuous liaison with all internal departments; Admin, Security, Finance, Marketing etc
  • Consistent coordination with admin team on BOQ's, maintenance, upkeep and cost-effective solutions
  • Ensuring the highest standard of customer experience that is assessed through multiple mediums
  • Ensuring profitability of the shops via commercial activities.

Assistant Manager Customer Services Operations

Ufone
07.2008 - 01.2017
  • Front face of the organization that involves direct interaction with internal and external customers, additionally with a variety of clientele on daily basis
  • This has rewardingly resulted in acquiring an insight into the various sections and sectors of our country
  • Implemented effective and efficient Customer Relationship Management/ Operations in assigned Business Center(s) by creating good working relations with internal and external stakeholders
  • Experienced in leading the most crucial and critical locations
  • Headed maximum number of locations in the ongoing tenure across the region
  • Consistently recognized as a top performer of the region and maintained the top ranking of the Business Center by ensuring 100% achievement of assigned targets / tasks and KPI's
  • Efficiently trained to handle Inward Remittances that provides easy access of giving cash payment to the customers, from anywhere in the world using U bank, Western Union, Amanat Cash and Xpress Money as a medium of money
  • This in-turn provided the opportunity of interacting with variety of citizens/ locations, rural and urban both
  • Managed and executed the introduction and operations of Ufone Micro Finance Bank (U paisa) in the Business Centers
  • Productively achieved various corporate deals by direct interaction with corporate clientele with the perspective of cost optimization in the respective Business Center that also enhanced the profitability aspects
  • Chosen by the Customer Operations Management as the only Quality Ambassador from South Region in the Business Center Section
  • Successfully achieved the implementation of Quality Management System under the framework of ISO 9001:2008 that in-turn resulted in the achievement of the certification
  • Successfully submitted a report on PTCL one-stop shops that resulted in the implementation of the project.

Team Lead

Mobilink GSM (Currently known as Jazz)
08.2005 - 07.2008
  • Top performer at the executive level that led to inclusion in the Elite Queue of the inbound Contact Center and eventually a Team Coordinator
  • Only female candidate who qualified for the Team Lead level via assessment center for the announced slot
  • Supervised a team of 18 individuals with the goal of satisfaction of all categories of inbound calls attended in the contact center and as well as achievement of 100% of the KPI's
  • Part of the team on voluntary basis at the Contact Center level that took part in various social causes
  • Conducted and attended various in-house trainings on soft skills and product awareness at the Contact Center Team level.

Customer Support Executive

The Resource Group Karachi (TRG)
12.2004 - 08.2005
  • Worked as an executive on various outbound campaigns of sales and transcription
  • Top Performing Agent in a charitable campaign that made outbound calls in USA for fulfilling the wishes of terminally ill children.

Education

BS Computer Engineering -

Sir Syed University of Engineering & Technology

Intermediate (Pre-Engineering) - undefined

Bahria College Karachi

General Certificate of Education Ordinary Level - undefined

Beacon Light Academy Karachi

Skills

Strategic Planning

Training

  • IBM Certifications- Introduction to Data Analysis & Excel Basics for Data Analysis.
  • Series of Data Visualization Certifications.
  • Grooming for Success - September 2014, Ufone HR Department
  • Certified as a Quality Ambassador in the Service Excellence Drive- February 2014
  • People Manager's Drive - May 2012 Schuitema South Africa & Ufone PTML
  • Leaders 4ever Certification Program- June 2010
  • Trained on Ufone Micro Finance Bank (U paisa) operations pertaining to the Business Center. This includes opening of Mobile Wallets & ATM Card issuance. In addition to it, expertise acquired in its various products launched and complaint handling.
  • In-house trainings conducted on various subjects as per need analysis.
  • Involved in developing the new team and providing them exposure to the trading industry.

Phone

  • Mobile, 92-213-4976055
  • Mobile, 92-333-2100044

Accomplishments

Quality Ambassador in ISO 9001:2008 QMS drive.

Managing high performing and regional level operations.

Certified in Data Visualization and Data Collection tools and methodologies.

Spokesperson for the Organization operating out of Wall Street USA.

Leading high powered teams and delivery exception services and enhancing revenue channels.

Team empowerment and their growth , personal and professional.

Aware of the methodologies and business working of the New York Stock market and trading technologies involved.

Official document writer and communicator.

Conducted Soft skills and Product related training sessions.



Certification

Advanced Data Visualization with Tableau

Timeline

Advanced Data Visualization with Tableau

01-2024

Introduction to Business Analytics

12-2023

Data Visualization and Dashboards with Excel and Cognos

10-2023
Lead Communication and Relationship Management - Logiciel Services Karachi
10.2022 - 06.2024
Regional Manager Corporate & Priority Services - Ufone
06.2021 - 12.2021
Regional Manager Customer Services Operations - Ufone
02.2017 - 06.2021

Leaders 4ever Certification Program

06-2010
Assistant Manager Customer Services Operations - Ufone
07.2008 - 01.2017
Team Lead - Mobilink GSM (Currently known as Jazz)
08.2005 - 07.2008
Customer Support Executive - The Resource Group Karachi (TRG)
12.2004 - 08.2005
Senior Manager Executive Search - HRSI
7 2024 - Current
Sir Syed University of Engineering & Technology - BS Computer Engineering,
Bahria College Karachi - Intermediate (Pre-Engineering),
Beacon Light Academy Karachi - General Certificate of Education Ordinary Level,

Similar Profiles

CREATE PROFILE
Uzma KhanRelationship Management & Communication, Executive Search, Fin-Tech , Customer Operations Management And Corporate Management.