SAIRA YOUSAF RANA
Karachi,PB
Summary
Certified customer experience professional with with 18 years of experience in creating synchronized strategy thus improving the culture, strategy, marketing, product design, customer service, and leadership practices. Trainer by interest and one of the pioneers to establish and expand Customer Experience in all domains of Telecom sector and Supply chain management. Experienced in supervising and leading teams to plan and execute services strategy.
Overview
18
18
years of professional experience
7
7
Certification
Work History
Head of Direct Transport CX
Maersk Pakistan
05.2023 - Current
- Leading the biggest portfolio for Ocean including SPOT, contractual customers.
- Forwarders make up almost 47% of total ocean volume.
- We have been able to be at TOP globally on many CX KPIs for Pakistan Area Like NPS, Contact er shipment,productivity at different point in times
- The NPS Score stands at 74% for Q3,24
- We have been able to add value in upselling by generating a revenue of 3.5Lac+ USD in 2024.
Manager Customer Experience
Maersk Pakistan
08.2021 - Current
- The role has a broad perspective covering following areas of digitization, Operations, Customer Experience management and sales/Services
- We have been able to improve the NPS score for the first time to cross the figure of 70% making us not only the regional leader but global leader in NPS with a gap of 13% from Number 2
- We enhanced the digital sales for the first time in shipping industry and worked on Contacts per shipment, Productivity, engagement, and Long-standing container recovery
- Team was transformed and there has been a cultural shift towards accepting new ideas and working on domains that add value to the customers
Manager Customer Experience/Service Design in B2B
Telenor
10.2018 - 07.2021
- Heading CX and SD in B2B domain as an Expert in handling customer satisfaction making sure that the way customer interacts with Telenor is managed according to customer expectations
- We developed a Network complaint management module in Telenor App
- In addition to this we revamped website and made changes to key Information customers were looking for
- The intent of role is to reduce churn, drive growth, drive customer lifetime value and synchronization of efforts towards a great CX
- The role requires both creative and operational muscles to deliver results
- Regular collaboration with Segments, Planning, Technology, Product managers and Sales team is required to create an Omnichannel experience
Assistant Manager B2B & FS Operations
Telenor
01.2017 - 09.2018
- Lead B2B operations in south and played a pivotal role in establishing, monitoring, auditing its multiple work streams ultimately improving effectiveness and efficiency
- Some of the key changes involve setting up a strong governance structure, Process revamps, teams structural changes, recoveries, and system changes
- These changes resulted in preventing revenue leakages and saved millions of PKR for Telenor in 11 months
- A single saving from tax challans is 50 million
- The practices being started at south region are unparalleled
Assistant Manager Customer Centricity
Telenor
01.2015 - 12.2016
- Lead Customer Centricity which was a key strategy pillar of organization
- The purpose was to embed CC in the DNA of organization involving a change in processes, product design, culture, customer services, marketing, pricing etc
- In this role I established a Correlation between NPS and churn, Revenue growth and cost reduction
- Established Cell site level Network NPS dashboard
- Developed a team to serve 2500 + ARPU customers
- Two customer first days were conducted nationwide along with achieving Guinness Book of World Record for Longest chain of Clasping hands
- Regional customer first days were conducted to engage regional teams
Assistant Manager CEM & Service Design
Telenor
08.2012 - 12.2014
- Lead establishment of a new domain in Telenor
- Service design was a new area and needed agile product development
- A new team was hired and trained to conduct design process
- Lab was established for first time in Telenor and Design methodologies were executed
Usability Specialist
Telenor
01.2011 - 07.2012
- Ensured embedding of Human centered design techniques in product development
Service Intelligence Executive
Telenor
08.2008 - 01.2011
- Conducting research, analyzing results, benchmarked, and conducted number of improvements and implemented innovative solutions to bring Telenor Pakistan to #1 position in Telenor Group for FCR/CSI
Quality Executive
Telenor
02.2008 - 08.2008
- Established Quality based competency development report
Team Leader
Telenor
09.2006 - 02.2008
- Lead a team of 13 members to be in TOP 3 teams of 2007-8
Education
MBA - Business Administration
NUST
Islamabad01-2016
Bachelor of Science - Information Technology
University of Central Punjab
Lahore 01-2005
Skills
- Change management
- Leadership
- Decision Making
- Strategic Thinking
- Communication
Certification
· Management Development Program |2015 |LUMS
· Service Design Academy |2014 |AHO University Norway
· Leading the Telenor Way |2013 |Navitus
· Emerging Leaders |2013 |Octara
· Project Management |2011 |Comsats
· Software Usability |2011 |Nust
· Lean Six Sigma |2010 |GEM Itl
Languages
Urdu
Advanced (C1)
Punjabi
Upper intermediate (B2)
English
Advanced (C1)
Accomplishments
- Certified CXPA Professional
- Successfully Organized and Achieved Guinness World Record
- Consecutive winner of employee of quarter award in 2015-16
Timeline
Head of Direct Transport CX
Maersk Pakistan
05.2023 - Current
Manager Customer Experience
Maersk Pakistan
08.2021 - Current
Manager Customer Experience/Service Design in B2B
Telenor
10.2018 - 07.2021
Assistant Manager B2B & FS Operations
Telenor
01.2017 - 09.2018
Assistant Manager Customer Centricity
Telenor
01.2015 - 12.2016
Assistant Manager CEM & Service Design
Telenor
08.2012 - 12.2014
Usability Specialist
Telenor
01.2011 - 07.2012
Service Intelligence Executive
Telenor
08.2008 - 01.2011
Quality Executive
Telenor
02.2008 - 08.2008
Team Leader
Telenor
09.2006 - 02.2008
MBA - Business Administration
NUST
Bachelor of Science - Information Technology
University of Central Punjab
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