Iram Cheema

Experience

• 

  Descon Engineering

  Jul 2011 - Jul 2011

  Intern Marketing
• 

  Telenor Pakistan

  Jul 2012 - Aug 2012

  Intern Sales & Distribution
• 

  Telenor Pakistan

  Mar 2013 - Oct 2023

  • Responsible for driving 'Customer First' agenda in the Organization at a broader level, with a key focus to Digital Products and Channels• Custodian of Customer Experience Policies and User Journeys of all Digital Products including Content, Gaming, M-Agri, M-Education, Digital Insurance • Responsible for reporting of all customer touchpoints including Physical, Virtual & Digital channels• Performance Management of Inhouse Teams and Outsourced Partners that are handling all customer interactions • Established Digital Distribution in Circle East as a lead; making it first Circle to execute this change successfully• Sales Planning & Campaign Management for Channel to win the set growth ambitions • Ensured best in class customer services at Franchises by empowering channel with all the right systems & processes • Campaign management [CSAT, MTA] along with insights generation • Reduced Customer Pain Points, identified at customer touchpoints by coordinating with Segments, Technology & PD• Improved Customer Satisfaction Levels [CSAT] as a resultant • Managed Outsourced Contact Center at TRG & Sybrid [Virtual & Digital Channels]• Relationship Management with vendors in order to achieve the set goals and ambitions • Lead live contact center queue management & reporting team• Managed contact center technology operations; acting as a liaison between channel & technology division • Responsible for Forecasting of customer interactions at customer touch points• Capacity planning, scenario planning and budgeting of contact center to ensure effective channel management • Real Time monitoring for contact center & generating alarms to improve responsiveness to calling customers• Reporting & analysis for contact center variables to drive channel rightly

  • Manager Digital Customer Experience & Design

    Jan 2021 - Oct 2023

  • Manager Reporting & Performance Management

    Sept 2020 - Dec 2020

  • Manager Channel Planning & Development

    Aug 2019 - Aug 2020

  • Manager Franchise Enablement

    Aug 2017 - Jul 2019

  • Manager Customer Centricity

    May 2017 - Jul 2017

  • Manager Outsourced Partners

    Feb 2016 - Apr 2017

  • Assistant Manager (Lead) Channel Operations

    Sept 2015 - Feb 2016

  • Assistant Manager Channel Planning

    Nov 2013 - Aug 2015

  • Channel Operations Executive

    Mar 2013 - Oct 2013
• 

  Telenor

  Nov 2023 - now

  Manager B2B Customer Experience