Available to hire
I am a dynamic CRM and customer experience professional with 15+ years’ cross-industry experience across Telecom, Transportation/Logistics, Retail, and BPO. I specialize in CRM strategy, retention marketing, lifecycle automation, and customer segmentation to drive CSAT, loyalty, and digital adoption.
I have hands-on expertise with MoEngage, Braze, Power BI, and Google Analytics, and have led cross-functional teams to design customer journeys, manage CRM platforms, and run lifecycle campaigns. Known for innovation, leadership, and execution excellence, I translate business goals into measurable CX improvements.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Language
English
Fluent
Work Experience
E-commerce Manager at Limelight (Maypole Pvt. Ltd.)
March 31, 2024 - October 8, 2025Led end-to-end e-commerce operations from order intake to fulfilment and improved order confirmation efficiency.
E-commerce Manager at Limelight (Maypole Pvt. Ltd.)
March 31, 2024 - October 8, 2025Managed end-to-end CRM campaigns using MoEngage (segmentation to analysis). Executed personalized campaigns on WhatsApp, email, and push notifications. Increased customer retention and reactivation through lifecycle automation. Led content coordination with marketing for seasonal campaigns and improved operational efficiency from order placement to delivery.
E-commerce Manager at Limelight (Maypole Pvt. Ltd.)
March 31, 2024 - October 8, 2025Led the E-Commerce Operations from order intake to fulfillment. Increased efficiency for order confirmation.
E-commerce Manager at Limelight (Maypole Pvt. Ltd.)
March 1, 2024 - October 8, 2025Managed end-to-end CRM campaigns using MoEngage; executed personalized campaigns on WhatsApp, email, and push notifications; improved customer retention and reactivation through lifecycle automation; led content coordination for seasonal campaigns.
Assistant Manager – Customer Centricity & Insights at Telenor Pakistan
March 1, 2024 - PresentLed insight-based campaigns to improve CSAT, DSAT, and NPS metrics. Partnered with Product & Marketing teams to optimize App & Chatbot journeys. Oversaw VOC programs and used data to redesign lifecycle touchpoints.
Assistant Manager – Customer Centricity & Insights at Telenor Pakistan
March 1, 2024 - PresentGenerated actionable insights to improve customer journeys and digital adoption. Partnered with Product & Marketing teams to enhance experience across App & Chatbot. Led customer-centric projects including Social Media CRM integration and Chatbot automation.
Assistant Manager – Customer Centricity & Insights at Telenor Pakistan
March 1, 2024 - PresentLed insight-based campaigns to improve CSAT, DSAT, and NPS metrics. Partnered with Product & Marketing teams to optimize App & Chatbot journeys. Oversaw VOC programs and used data to redesign lifecycle touchpoints.
Assistant Manager – Customer Centricity & Insights at Telenor Pakistan
March 1, 2024 - PresentGenerated actionable insights to improve customer journeys & digital adoption. Partnered with Product & Marketing teams to enhance app and chatbot experiences. Led customer-centric initiatives, including Social Media CRM integration and chatbot automation.
E-commerce Manager at Limelight (Maypole Pvt. Ltd.)
March 1, 2024 - October 8, 2025Managed end-to-end CRM campaigns using MoEngage (segmentation to analysis). Executed personalized campaigns on WhatsApp, email, and push notifications; increased retention and reactivation through lifecycle automation. Led content coordination with marketing for seasonal campaigns and improved order-to-delivery operations.
Assistant Manager – Customer Centricity & Insights at Telenor Pakistan
March 1, 2024 - PresentLed insight-based campaigns to improve CSAT, DSAT, and NPS. Partnered with Product & Marketing teams to optimize app and chatbot journeys. Oversaw VOC programs and used data to redesign lifecycle touchpoints.
E-commerce Manager at Limelight (Maypole Pvt. Ltd.)
March 1, 2024 - October 8, 2025Managed end-to-end CRM campaigns using MoEngage: from segmentation to analysis. Executed personalized campaigns on WhatsApp, email, and push notifications. Increased customer retention and reactivation through lifecycle automation. Led content coordination with marketing for seasonal campaigns. Improved operational efficiency from order placement to delivery.
Assistant Manager – Customer Centricity & Insights at Telenor Pakistan
March 1, 2024 - PresentLed insight-based campaigns to improve CSAT, DSAT, and NPS metrics. Partnered with Product & Marketing teams to optimize App & Chatbot journeys. Oversaw VOC programs and used data to redesign lifecycle touchpoints.
Transformation Lead at BridgeLinx Pvt. Ltd.
April 30, 2023 - October 8, 2025Delivered Warehouse Optimization and Detention Control projects to reduce costs. Designed standardized communication for new products, campaigns, and offers. Led deployment of business support systems ensuring compliance with PTA regulations.
Transformation Lead at BridgeLinx Pvt. Ltd.
April 30, 2023 - October 8, 2025Implemented Braze-based CRM strategies for lifecycle communications and operational alerts. Deployed data-driven customer journeys for container movement and vendor touchpoints. Led Detention Control and Warehouse Optimization projects with CRM integrations. Collaborated with BI to identify upsell/cross-sell opportunities based on user segments.
Transformation Lead at BridgeLinx Pvt. Ltd.
April 30, 2023 - October 8, 2025Delivered Warehouse Optimization and Detention Control projects to reduce costs. Designed standardized communication for new products, campaigns, and orders. Led deployment of business support systems ensuring compliance with PTA regulations.
Transformation Lead at BridgeLinx Pvt. Ltd.
April 1, 2023 - October 8, 2025Implemented Braze-based CRM strategies for lifecycle communications and operational alerts. Deployed data-driven customer journeys for container movement and vendor touchpoints. Led Detention Control and Warehouse Optimization projects with CRM integrations.
Transformation Lead at BridgeLinx Pvt. Ltd.
April 1, 2023 - October 8, 2025Implemented Braze-based CRM strategies for lifecycle communications and operational alerts. Deployed data-driven customer journeys for container movement and vendor touchpoints. Led Detention Control and Warehouse Optimization projects with CRM integrations. Collaborated with BI to identify upsell/cross-sell opportunities based on user segments.
Transformation Lead at BridgeLinx Pvt. Ltd.
April 1, 2023 - October 8, 2025Implemented Braze-based CRM strategies for lifecycle communications and operational alerts. Deployed data-driven customer journeys for container movement and vendor touchpoints. Led Detention Control and Warehouse Optimization projects with CRM integrations. Collaborated with BI to identify upsell/cross-sell opportunities based on user segments.
Manager Service Enablement at Mindbridge Pvt. Ltd.
July 31, 2021 - October 8, 2025Client Servicing to supervise Quality Control over customer interactions managed as BPO. Provided actionable insights to enhance CX and digital adoption.
Manager Service Enablement at Mindbridge Pvt. Ltd.
July 31, 2021 - October 8, 2025Oversaw BPO-based CX operations ensuring CSAT alignment. Worked on strategic enablement of digital channels and VOC frameworks.
Manager Service Enablement at Mindbridge Pvt. Ltd.
July 31, 2021 - October 8, 2025Client Servicing to supervise the Quality Control over the Customer’s Interactions managed as BPO. Provided actionable insights to enhance CX and digital adoption.
Manager Service Enablement at Mindbridge Pvt. Ltd.
July 1, 2021 - October 8, 2025Oversaw BPO-based CX operations ensuring CSAT alignment. Worked on strategic enablement of digital channels and VOC frameworks.
Manager Service Enablement at Mindbridge Pvt. Ltd.
July 1, 2021 - October 8, 2025Oversaw BPO-based CX operations ensuring CSAT alignment. Worked on strategic enablement of digital channels and VOC frameworks.
Manager Service Enablement at Mindbridge Pvt. Ltd.
July 1, 2021 - October 8, 2025Oversaw BPO-based CX operations ensuring CSAT alignment. Worked on strategic enablement of digital channels and VOC frameworks.
Governance & Insight Lead at Telenor Pakistan
February 28, 2021 - October 8, 2025Implemented governance frameworks on vendor operations. Provided CX insights across Voice, Non-Voice & Digital channels. Advised leadership on must-win CX initiatives aligned with business strategy.
Governance & Insight Lead at Telenor Pakistan
February 28, 2021 - October 8, 2025Designed vendor governance frameworks aligned with CX priorities. Created dashboards and insights from customer behavior across digital & voice channels.
Governance & Insight Lead at Telenor Pakistan
February 28, 2021 - October 8, 2025Implemented governance frameworks on vendor operations. Provided CX insights across Voice, Non-Voice & Digital channels. Advised leadership on must-win CX initiatives aligned with business strategy.
Governance & Insight Lead at Telenor Pakistan
February 1, 2021 - October 8, 2025Designed vendor governance frameworks aligned with CX priorities. Created dashboards and insights from customer behavior across digital & voice channels.
Governance & Insight Lead at Telenor Pakistan
February 1, 2021 - October 8, 2025Designed vendor governance frameworks aligned with CX priorities. Created dashboards and insights from customer behavior across digital & voice channels.
Governance & Insight Lead at Telenor Pakistan
February 1, 2021 - October 8, 2025Designed vendor governance frameworks aligned with CX priorities. Created dashboards and insights from customer behavior across digital & voice channels.
App & Product UX Design Specialist at Telenor Pakistan
July 31, 2020 - October 8, 2025Designed customer-centric journeys and UX enhancements for digital platforms. Led collaboration with Tech & Business teams for CX digitalization projects.
App & Product UX Design Specialist at Telenor Pakistan
July 31, 2020 - October 8, 2025Enhanced onboarding and reactivation journeys for the MyTelenor App. Collaborated with Tech and BI teams for journey automation and UX testing.
App & Product UX Design Specialist at Telenor Pakistan
July 31, 2020 - October 8, 2025Designed customer-centric journeys and UX enhancements for digital products. Led collaboration with Tech and Business teams for CX digitalization projects.
App & Product UX Design Specialist at Telenor Pakistan
July 1, 2020 - October 8, 2025Enhanced onboarding and reactivation journeys for the MyTelenor App. Collaborated with Tech and BI teams for journey automation and UX testing.
App & Product UX Design Specialist at Telenor Pakistan
July 1, 2020 - October 8, 2025Enhanced onboarding and reactivation journeys for the MyTelenor App. Collaborated with Tech and BI teams for journey automation and UX testing.
App & Product UX Design Specialist at Telenor Pakistan
July 1, 2020 - October 8, 2025Enhanced onboarding and reactivation journeys for the MyTelenor App. Collaborated with Tech and BI teams for journey automation and UX testing.
Outsourcing Partner Specialist at Telenor Pakistan
February 28, 2019 - October 8, 2025Managed vendor governance and KPIs across outsourcing partners. Strengthened communication and accountability frameworks.
Outsourcing Partner Specialist at Telenor Pakistan
February 28, 2019 - October 8, 2025Managed SLAs & KPIs for outsourced teams across voice and non-voice operations. Ensured CX alignment between internal and external support units.
Outsourcing Partner Specialist at Telenor Pakistan
February 28, 2019 - October 8, 2025Managed vendor governance and KPIs across outsourcing partners. Strengthened communication and accountability frameworks.
Outsourcing Partner Specialist at Telenor Pakistan
February 1, 2019 - October 8, 2025Managed SLAs & KPIs for outsourced teams across voice and non-voice operations. Ensured CX alignment between internal and external support units.
Outsourcing Partner Specialist at Telenor Pakistan
February 1, 2019 - October 8, 2025Managed SLAs & KPIs for outsourced teams across voice and non-voice operations. Ensured CX alignment between internal and external support units.
Outsourcing Partner Specialist at Telenor Pakistan
February 1, 2019 - October 8, 2025Managed SLAs & KPIs for outsourced teams across voice and non-voice operations. Ensured CX alignment between internal and external support units.
Team Lead – Automation Support at Telenor Pakistan
December 31, 2017 - October 8, 2025Spearheaded automation initiatives to optimize customer touchpoints. Drove operational excellence and KPI achievement.
Team Lead – Automation Support at Telenor Pakistan
December 31, 2017 - October 8, 2025Delivered automation solutions to optimize complaint handling and customer ops. Worked closely with BI to enable decision-making based on CSAT data.
Team Lead – Automation Support at Telenor Pakistan
December 31, 2017 - October 8, 2025Spearheaded automation initiatives to optimize customer touchpoints. Drove operational excellence and KPI achievement.
Team Lead – Automation Support at Telenor Pakistan
December 1, 2017 - October 8, 2025Delivered automation solutions to optimize complaint handling and customer ops. Worked closely with BI to enable decision-making based on CSAT data.
Team Lead – Automation Support at Telenor Pakistan
December 1, 2017 - October 8, 2025Delivered automation solutions to optimize complaint handling and customer ops. Worked closely with BI to enable decision-making based on CSAT data.
Team Lead – Automation Support at Telenor Pakistan
December 1, 2017 - October 8, 2025Delivered automation solutions to optimize complaint handling and customer ops. Worked closely with BI to enable decision-making based on CSAT data.
Customer Service/Complaint Desk at Telenor Pakistan
December 31, 2013 - October 8, 2025Handled high-volume customer complaint resolution and service desk operations.
Customer Service/Complaint Desk at Telenor Pakistan
December 31, 2013 - October 8, 2025Handled high-volume customer complaints and escalations. Built foundation in complaint lifecycle and resolution frameworks.
Customer Service/Complaint Desk at Sensity (Internal)
December 31, 2013 - October 8, 2025Handled high-volume customer complaint resolution & service desk operations.
Customer Service/Complaint Desk at Telenor Pakistan
December 1, 2013 - October 8, 2025Handled high-volume customer complaints and escalations. Built foundation in complaint lifecycle and resolution frameworks.
Customer Service/Complaint Desk at Telenor Pakistan
December 1, 2013 - October 8, 2025Handled high-volume customer complaints and escalations. Built foundation in complaint lifecycle and resolution frameworks.
Customer Service/Complaint Desk at Telenor Pakistan
December 1, 2013 - October 8, 2025Handled high-volume customer complaints and escalations. Built foundation in complaint lifecycle and resolution frameworks.
Education
Master of Commerce (M.Com), Accounting & Finance at University of Central Punjab
January 1, 2004 - January 1, 2006Master of Commerce (M.Com), Accounting & Finance at University of Central Punjab
January 1, 2004 - January 1, 2006Master of Commerce (M.Com), Accounting & Finance at University of Central Punjab
January 1, 2004 - January 1, 2006Master of Commerce (M.Com), Accounting & Finance at University of Central Punjab
January 1, 2004 - January 1, 2006Master of Commerce (M.Com), Accounting & Finance at University of Central Punjab
January 1, 2004 - January 1, 2006Master of Commerce (M.Com) - Accounting & Finance at University of Central Punjab
January 1, 2004 - January 1, 2006Qualifications
Six Sigma Yellow Belt
January 11, 2030 - October 8, 2025Project Management (I-Explore)
January 11, 2030 - October 8, 2025Six Thinking Hats
January 11, 2030 - October 8, 2025Activate Startup Bootcamp
January 11, 2030 - October 8, 2025Six Sigma Yellow Belt
January 11, 2030 - October 8, 2025Project Management (I-Explore)
January 11, 2030 - October 8, 2025Six Thinking Hats
January 11, 2030 - October 8, 2025Activate Startup Bootcamp
January 11, 2030 - October 8, 2025Six Sigma Yellow Belt
January 11, 2030 - October 8, 2025Project Management (I-Explore)
January 11, 2030 - October 8, 2025Six Thinking Hats
January 11, 2030 - October 8, 2025Conversations with Candor
January 11, 2030 - October 8, 2025Activate Startup Training
January 11, 2030 - October 8, 2025Six Sigma Yellow Belt
January 11, 2030 - October 8, 2025Project Management (I-Explore)
January 11, 2030 - October 8, 2025Six Thinking Hats
January 11, 2030 - October 8, 2025Activate Startup Bootcamp
January 11, 2030 - October 8, 2025Six Sigma Yellow Belt
January 11, 2030 - October 8, 2025Project Management (I-Explore)
January 11, 2030 - October 8, 2025Six Thinking Hats
January 11, 2030 - October 8, 2025Conversations with Candor
January 11, 2030 - October 8, 2025Activate Startup Training
January 11, 2030 - October 8, 2025Six Sigma Yellow Belt
January 11, 2030 - October 8, 2025Project Management (I-Explore)
January 11, 2030 - October 8, 2025Six Thinking Hats
January 11, 2030 - October 8, 2025Activate Startup Bootcamp
January 11, 2030 - October 8, 2025Industry Experience
Telecommunications, Transportation & Logistics, Retail, Professional Services, Software & Internet, Media & Entertainment
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
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