Experience as Assistant Business Manager

• Employer

  PTCL

• From

  17 December 2020

• To

  02 March 2022

• Detail

  • GPON / Copper Network Planning according to the requirements of business operations.
  • Designing and implementing a strategic business plan that expands company’s customer base and ensure its strong presence.
  • Achieving growth and hit sales targets by successfully managing the field staff & sales team.
  • Developing and implementing effective sales strategies, Lead regional sales team members to achieve sales targets.
  • Support in Planning for smooth operations of GPON Deployment, Planning of mini pockets to reduce planning and deployment cost.
  • Coordination with cross functional to effectively plan ODN to ensure smooth deployment of GPON.
  • Optimum utilization of existing network. Responsibilities for overall operations and maintenance of OSP network.
  • Network Acceptance testing and commissioning of developed networks.
  • Responsible for public dealing and addressing all types of complaints and Inter Department Coordination to resolve customer issues.
  • Providing timely and effective solutions aligned with clients’ needs.
  • Providing After Sale Service Audit to improve customer relationship management.
  • Performing research and identify new potential customers and new market opportunities.
  • Build and promote strong, long-lasting customer relationships by understanding their needs.
  • Ensuring periodic training of all field staff on quality of installation and fault rectification.
  • Dealing with staff and building affairs administratively and any other Indoor or Outdoor job assigned by Manager and Senior Manager.

Experience as Customer Premises Associate

• Employer

  PTCL

• From

  06 July 2017

• To

  16 December 2020

• Detail

  • Identify emerging markets and market shifts while being fully aware of new products and competition status.
  • Problem Solving for clients and customers by developing innovative solutions
  • CRM Operations (Order Processing, Network Inventory, Complaints Management)
  • Responsible to maintain KPIs within the assigned limits.
  • Ensure the start to end process of providing smooth and trouble free Double/Triple play Connection.
  • Ensuring that all new installations are declared high quality by Quality assurance team.
  • Categorize DSL/GPON faults according to customer segmentation and give high priority to platinum and Gold Customers.
  • Ensure zero false rectification claims (OBD) to avoid repeated complaints and consequent customer’s dissatisfaction
  • Minimize fault registration
  • Share daily & monthly RCA (Root Cause Analysis) of fault registration
  • Installation of FAT, NAP at required locations according to demand
  • Installation & maintenance of splitters at FDH, Termination of OFC at Mini ODF at customer’s premises
  • Installation & Troubleshooting of ONTs, CAT-6 cable, Access Points, LAN, WAN at customer’s premises
  • Ensure Quality installation of FTTX according to the customer requirement
  • Troubleshooting of faults remotely
  • Fault resolution & Rectification after customer satisfaction
  • Coordination between the concern departments for joint testing, maintenance & to resolve backend issues

Experience as Customer Services Representative

• Employer

  PTCL

• From

  01 April 2015

• To

  07 July 2015

• Detail

  • Installation & configuration of the ADSL / VDSL modems, IPTV and Copper lines.
  • Installation & maintenance of jumpers at HUAWEI & ZTE DSLAM
  • Observation of line quality (SNR, Attenuation, Attainable Rate etc.
  • Ensure the quality of installation from DP to customer’s premises
  • Loop maintenance (Installation of Accessories including DPs at Pole)
  • Copper Cable Jointing (100 Pair Maximum)

Experience as Technical Assistant

• Employer

  Emerging Systems

• From

  03 June 2013

• To

  31 March 2015

• Detail

  Responsibilities – L2 / Tier-2
  • Monitoring( Application, Database, Archival/Reporting)
  • Working on BUGs with Tools e.g. JIRA, Bugzilla),Meet SLA Based on Severity / Priority, Communication with users and providing RCA
  • Status Meetings with SMEs/clients/Stakeholders (Weekly & Monthly)
  • Preparing SOPs preventive measures to reduce recurring issues
  • Coordination with L-3 in the most crucial circumstances and after considerable time had been spent on a single ticket ( in 1% of cases)
  
  Responsibilities – L1 / Tier-1
  • Installation Maintenance & Troubleshooting of Access Points, Routers, PABX, Door Access & Time Attendance Systems, computer Hardware & Software, O/S, Printers, Scanners,
  • Structured Cabling
  • Design & Solutions of Wired & Wireless Networks, CCTV (Analog, IP)