1. MANNAN ALI ZEB
____________________________________________________________________________
Address: 628-F Satellite Town Rawalpindi-Pakistan
GSM +92321-5000717
E-Mail Address: zeb.mannan@gmail.com
Objectives:
To use my quantitative expertise to pursue career growth and superior results to its excellence by
accepting challenges, and effective utilization of professional skills and hard work, for a well reputed
organization.
Professional Summary:
Highly personable professional with ample experience in Customer Care, Sales, MFS, Churn
Management, and Administration.
 Talent for identifying customer needs and presenting appropriate company product and sales support.
 To create a unique product, services for better customer experience.
 To Observe and Coach Staff members on customer handling skills gaps identification during observation.
 Ensure proper behavior, disciple, grooming and punctuality as per requirement and image of the company.
 Strong Follow ups on customer queries and providing solutions to ensure customer satisfaction and loyalty.
 Define requirements essential for creating an efficient and unified sales environment.
 Complete special projects by organizing and coordinating information and requirements; planning, arranging,
and meeting schedules; monitoring results.
 Obtain a clear understanding of the people who are making buying decisions.
 Ability to attain customer trust and provide exceptional follow-up, to earn referral business
 Expertise in resolving escalated customer’s issues.
Professional Experience:
Feb 2005- Till Date- Currently working as Business Centre Manager in Warid Telecom Sales and Service Centre-
Peshawar.
Job Objective: Lead, direct and implement all prime tasks pertaining to Business Centre including activity reporting,
staff motivation and schedule adherence, churn Management , center ambience, project management and
management of routine operations within the defined key performance parameters and standards.
 Managing Business Centre Operational activities including Sales, Customer Services, MFS,
Inventory and Billing.
 Responsible for achieving defined KPI’s and service level for the Business Center.
 Responsible for smooth Mobile Financial Services (MFS) operations in Business center.
 Successfully launched Mobile Financial Services (MFS) for Warid at Peshawar Business center.
 To understand and implement the mobile financial services policies and procedures.
 To facilitate irate customers in case of utility bill arrears management, utility bill errors, DR
sending/receiving issue.
 Training and counseling of staff to deliver excellent customer services and sales of product.
 Monitoring of KPIs and performance.

2.  Being involved in Staff recruitment and annual appraisals of Business Centre Staff.
 Compiling Monthly Management Report for Warid Board Members for Nationwide CS Team
 Retention of customers to reduce churn.
 Collaborate with Line Managers to create strategic plans and to enhance customer satisfaction,
loyalty, revenue and cost effectiveness of Business Centre.
 Ensuring monthly Postpaid/Prepaid sales and VAS targets achievements of Business Centre.
 Monitoring daily Sales report for Peshawar Business Center for reporting purpose.
 Preparing daily cash collection and stock reports of Business Centre at Close of Business.
 Update financial transactions in the system & maintain data base related to financial and
accounting data.
 Reconcile daily cash report with inventory report on day to day basis.
 Ensure accurate and timely monthly closing of related accounting system modules.
 Coordinate with internal auditors and reply to audit queries in line with Finance.
 Closely coordinate with GR department for issues related to Government officials.
 For assigned projects, coordinate with internal departments to enhance efficiency and timely
execution and closing of projects.
 Ensure provision of personalized services to high value customers visiting at Business Centre.
 Develop rapport and strong relationship with all priority customers to build a long term
association with the company for enhanced customer loyalty.
 Ensure that Business centre is properly maintained administratively and resolve all the issues
pertaining to Business Centre smooth functionality.
Oct 2003- Jan 2005-Worked as Business Development Officer in Strongman Medifur System Pvt (Ltd) Islamabad.
 To promote and supervise the company’s business operations and interaction with customers.
Apr 2002 – Sept 2003-Worked in Customer Services Division in NCR Corporation, Islamabad- Pakistan.
 Training of employees by assisting them in development and implementation of product-awareness
program
 Received customers’ comments about the services as well as exceptional feedback from senior
management.
Projects:
 Usage intimation of Dongle on other number-2016
 Implementation of successful postpaid Port-in numbers intimation- 2015
 Implementation of rejected postpaid port-in numbers intimation- 2014
 Soft launch of Mobile Financial Services ( MFS) in Peshawar region-2013
 POC nationwide Business centers for the Integration of new TABS 7 CRM system. (Warid Telecom)-2013
 Pilot Project of One Window Operations in Islamabad and Peshawar Sales and Service Centre. (Warid
Telecom) 2012.
 PTA 668 project in Rawalpindi Region. (Warid Telecom)-2009
 Renovation of Rawalpindi Sales and Service Centre for the Launch of Warid Telecom.- 2005
 International Organization for Standardization ISO-9001:2000 (QMS) certification for Strongman Medifur
System.

3. Achievements:
 Successful launch and completion of BVS project for Pakistani and non-Pakistani customers in Peshawar
Sales and Service Centre -2015
 Successful launch of Pilot Project of Mobile Financial Services in Peshawar Sales and Service Centre- May
2013
 Nominated POC for nationwide Business center during integration phase of TABS 7 CRM- 2013.
 Successful launch of Pilot Project of One Window Operations in Islamabad Sales and Service Centre-
January 2012
 Conduct successful staff training on preparing daily cash collection and stock reports of
nationwide Business Centers. January 2012
 Manage PTA 668 Project in Rawalpindi Business Centre- Oct 2009
 Successful Launch of Kiosk Project at MacDonald Islamabad for Warid Telecom. Jun-2008
 Integral part of Warid Telecom launch Team - May 2005
Education
 Master of Business Administration (MBA)- Preston University ISLAMABAD
Professional Certification
 Completed 35 credit hours certification training on “Project Management Professional (PMP)” by Maven
Projects
Trainings Attended (Warid Telecom)
 Attended training on “Vision of the Winner” Arranged by Warid Telecom, Conducted by Golden
Blue
 Attended training presented on “Excelling in Internal Customer Service” Arranged by Warid
Telecom, Conducted by The Konsultants
 Attended training on “Synergizing Performance” Arranged by Warid Telecom, Conducted by
NAVTIOUS
 Attended training on “Service Excellence and Leadership” Arranged by Warid Telecom,
Conducted by Golden Blue
 Attended training on “Organizational Working, Values and Culture” Arranged by Warid
Telecom, Conducted by Activ8.
 Attended training on “Customer Centricity”, Arranged by Warid Telecom, Conducted by
Corporate Training & PR.
Trainings Conducted (Warid Telecom)
 Delivered Customer Service/System training to nominated team members of
Rawalpindi/Islamabad Franchises before the launch of Warid Telecom.
 Delivered TABS 7 launch training to CS team and Franchise CS team of Peshawar region.
 Delivered Finance training related to Financial Reports, Cash reconciliation and inventory
reporting to North region.
REFERENCE
Will be provided upon request