Imran Javed
Data Analyst & Reporting Specialist
Abu Dhabi
Summary of Career
1. Having 14 years of experience in Telecom Industry
2. Dynamic Reporting, Generated Automated Dashboard for channel Insight
3. Ability to carry out tasks efficiently and effectively under pressure
4. Generating daily weekly and monthly reports to create visibility to Management & other stakeholders
5. Manage Team in Efficient way to deliver the designed KPI's.
6. By following company SOP's to cater customer issue and forwarding complaints to relevant departments.
7. Vendor management for smooth delivery process within the agreed SLA with customer.
8. Correspondence with OMO’s/Internal stakeholders to get the corporate accounts Port In/Port Out.
9. Work load analysis and resource allocation in different teams.
10. Forecasting of upcoming complaint traffic on the basis of historical data.
• Awarded with certificate in “Project Execution” Category in 2018.
• Awarded with certificate in Strategic Category “Win Smarter”.
• Selected as an “Employee of the Year” from whole Back Office in 2011.
• Achieved “Employee of the month” award in most of the months on the basis of outstanding performance.
• Selected to work on “Outsourcing Project” with TRG on behalf of Telenor Pakistan
• Selected for “Walk in Center” Project in Islamabad at Telenor Sale & Service Center.
• One of the Top 10 CRO’s in most of the month report out of 800 Customer Relation Officers.
Experience as Digital Distribution Specialist
Telenor Pakistan | Regional Head Quarter Lahore
01 January 2018
30 November 2019
Major Responsibilities:
• Order management through digital mediums (Website / MTA / Facebook).
• Outbound partner management (Customer First Interaction) form where confirmation call is being made to customers for order confirmation.
• Stock arrangement in direct coordination with supply chain.
• Dispatching of orders through courier business partner e.g. TCS/Call Courier/M&P
• POD follow up with courier vendors & status update.
• Handling BVS Tablet issues faced at courier riders end.
• Complaint handling of digital service delivery via email or help request.
• Channel Performance review with Digital & Marketing Team to achieve quarterly targets.
• Handling different campaigns of Digital Distribution Channel/IOT/LS to boost revenue generation from Digital Distribution Channel.
• Vendor management for smooth delivery process within the agreed SLA with customer.
• Training"s to outsource partners on upcoming campaigns.
• Stakeholder management.
Experience as Channel Reporting & Analysis Specialist
Telenor Pakistan | Regional Head Quarter Lahore
01 July 2015
31 December 2017
Major Responsibilities:
• Performance Analysis of all backend support units.
• Generating channel insights on weekly/monthly basis.
• Developing Dashboard of all Backend support units.
• Performance review with all backend support Team Leads.
• Forecasting of upcoming complaint traffic on the basis of historical data.
• Performance review with higher-ups to achieve monthly set targets.
• Work load analysis and resource allocation in different teams.
• Drive cross functional teams for GAP analysis of processes/services to enrich customer experience.
Experience as MNP Support Executive
Telenor Pakistan | Regional Head Quarter Lahore
01 July 2010
30 June 2015
Major Responsibilities:
• End to End processing of daily Export NPR’s according to defined process.
• Follow-up Stuck cases to IT through service manager.
• Processing of Corporate cases Import/Export.
• Correspondence with OMO’s/Internal stakeholders to get the corporate accounts Port In/Port Out.
• Sending bulks to IT for acceptance/rejections of daily NPR’s.
• Reporting and creating visibility on ongoing issues.
• Developed dashboard of different Teams.
Experience as Customer Relation Officer
Telenor Pakistan | Regional Head Quarter Lahore
25 August 2006
30 June 2010
Major Responsibilities:
• Providing excellent customer services to all range of customers.
• Comply with Telenor policies and procedures to ensure security of company.
• Providing instant and quick solution to customers’ complaints.
• Upselling different VAS to customers.
Intermediate 31 December 1999
Board of Intermediate & Secondary Education, PakistanBachelor 31 December 2002
American International College | Lahore, Pakistan