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Naval Vaswani

C-103, Naz plaza, Saddar Karachi
Cell: (+92) 300-2237927 , Email:
To pursue my professional career with a dynamic organization at Senior Management level and grow
with the growth of organization by capitalizing upon my skills, strengths, abilities and experience

Visionary, committed, dynamic & accomplished professional with 15+ years of diversified
professional experience and qualification of MBAs and Engineering
Pro-active thinker, Solution-driven, focused on achieving results in competitive environments
demanding continuous improvement and achieving organizational efficiencies
Strong Analytical, Planning, Problem Solving and Organizational skills , excellent Customer
relations, Sales and Marketing skills with strong business & commercial acumen
Strong business acumen & experience with drive and commitment to exceed targets, business
Plan, go-to-market plans, good in Contract Negotiation & Management, excellent negotiator,
presenter and trainer
Extensive & diversified experience of Customer Care, Sales, distribution, vendor & supply chain,
technical Management, trainings, team building, strategic and business plans execution

 Country General Manager- American Flex -Pakistan
March 2014- till date
Focus Areas & Summary of accomplishment
• Customer services–Improved Service delivery for warranties, Repairs & return.
• Business Development, Sales & Marketing -Initiated the project for Customer intimacy, quality
services through Team development & Motivation , conducted sales analytics and initiated the
project of corporate Branding, Product promotions and retail sales
• Streamlined Supply Chain & Inventory management
• Process Improvement- Conducted Gap Analysis, developed SOPs & SLAs
• HRD & Employee engagement: Developed the JDs, KPIs, set Targets and system for monitoring
& rewarding achievements, employee engagement ,trainings &recreational Events, get-together
• Automation: Initiated a project of IT For business, software for inventory, sales etc is installed
and revamping of web portal, social media buzz creation , email & SMSs alerts etc are under way
• Development of retail network
 Manager HRBP , Administration and Services
May 2012 to Jan , 2014
PTCL-Pakistan Telecommunication Company Limited
 Business Analysis; Conducted Performance analysis of business at region/zone- Periodically
• Process Improvement: Redesigned, developed & implemented support services processes/ SOPs
standards and monitoring mechanism, regional inventory Management process
 Customer Service- Planned, established and implemented Employee Facilitation Centre and Help
Desk- first even project in the company of one window solution for 4000+ staff at 70+ locations
 HR Planning: Conducted work Load Analysis, manpower rationalization/optimization for Sales,
Operations and revenue collection departments at Karachi, developed HR Calculator which was
adopted countrywide
 Capacity Development: Conducted TNA, Trainings & workshops for Customer care & Service
uplifting , motivation, Soft skills, management, Operations, Technical tools, Leadership/ Strategy
 Employer Branding and Talent Acquisition: Successfully planned & conducted the employer
branding activities for acquisition of talent at 04 technical universities and 06 business schools
• Health, Safety & Environment (HSE)-Developed a proposal and Policy document for Health, Safety
& Environment (HSE) for Karachi
• Optimization of resources and SOPSs for services to the internal customers including fleet, space,
IT, medical etc
• Recreational Events at BZ South: Successfully arranged several employee engagement activities
like Fungalas, Sports events, get-togethers etc. at BZ South

incentives etc for teams • Operation Management : Managing Direct field sales team of 120 sales agents. 08 supervisors/managers • Team Development : Formed & developed teams for operational success. developed& executed BTL campaigns at Business Zone south. developing and implementation of Direct sales at BZ Karachi Including JDs. ABAD (Association of Builders & Developers) etc  Corporate Customer care: Liaison with trade & industrial associations for timely and quality services. Soft skills. and Acquired and developed 03 New Channel partners • Won several corporate account like ICAP. 2011. KPIs . Arranged BTL activities. designing .June 30. service quality. PTA. Developed retail sales network of 350 retails shops 5. Worked closely with different functions for services improvement • Service Audit & Mystery Shopping: Regularly visited customer care centers physically. taken initiatives of uplifting the services at customer care touch points by focusing on People. touch points. Atomized EVO services 6. Conducted Gap Analysis and taken action for service improvement • Conducted Trainings for Customer care. and sales  Project Manager Sep 2010-Dec 2010 Pakistan Telecommunication Company Limited Accomplishment • Vision & Leadership: Founding thought leader and Team Lead for Planning . arranged mystery shopping to audit the service delivery & ensure the compliance of SOPs and polices • Customer Satisfaction Survey: Conducted several satisfaction survey (CSI) • Monitor customer services processes and quality and redefine processes to facilitate consumers • Gap Analysis . Planned executed and developed the sales structure for direct sales & Marketing 2. Interviews & Hiring of staff on 3rd party outsourced BPOs and coordinated with Distributors and channel partners  Worked for opening of 100 customer centers in city. and sales for 100+ staff. designed and conducted capacity building training for Customer care teams on soft skills and ICT tools upto Manager Level for customer centric culture • Customer services analysis.  General: Sales Generation & Management and Periodic sales Analysis  Conducted Trainings for Customer care. new business and closures. Relationship building with trade & industrial associations  Successfully managed a team of more than 350 people and activities in sales and service  Surveys & Feedbacks: Conducted different surveys on customer satisfaction. market research . Monitoring . Conducted analysis for revenue collections. churn. sales and technical tools for teams. channel partners and franchise network owners  Senior Manager Customer Care & Sales Jan 01. Processes and Physical outlook . KATI. Trainings . 2011 Pakistan Telecommunication Company Limited Summary of accomplishment & Focus Areas • Customer Services Centers Management: Successfully managed 25 customer centers in Karachi. Developed and presented the plan  Conducted Trainings for Customer care. Soft skills.Upgraded 07 customer care into flagship customer care centers • Capacity Development : Planned. conducted trainings • Timely Service Delivery: Coordinated with Operational departments for timely service provision • Conducted several road shows. SITE. Manager Customer Care & Business Development July 2011 to May 2012 Pakistan Telecommunication Company Limited Summary of accomplishment & Focus Areas • Business Development: Won orders of bulk business of around 25K+ PSTN and 6K+ Broadband connections. field drive tests of company’s products  Performance: Star Performer and Star Team Lead for direct sales  Operational Excellence: Designed. Launched EVO wireless internet 4. vendors. established mini service centers at offices of KCCI. Designed and developed Telesales department 3. complaints. vendors and partners . FBAIT. Soft skills. customer churn. BTL activities and sales camps • Target Achievements: Achieved the sales orders of more than 14K from the 03 Exchange areas • Institutionalizing the Success: The project adopted companywide in whole country • Capacity development of teams by trainings etc  Manager Commercial May 2009 to August 2010 Pakistan Telecommunication Company Limited Summary of accomplishment & Focus Areas  Initiatives: 1. Product demand. NKATI etc  Conducted Sales Analysis. Processes .

Highest Sales 2009 9. increased the student’s intake by 62%  Imparted trainings on various subjetcs  Member Syllabus committee (Skill Development Council & Sindh Board of Technical Education)  Editor Monthly Mag: Arranged several workshops. Champion of Operational excellence & Optimization 4. Sport gala etc. team building & proactive planning 3. routers etc and supply systems of WAN Equipment  HONORS & AWARDS FOR PROFESSIONAL EXCELLENCE 1. TiE & INJAZ Pakistan-Mentor . Board of Directors LUMS ALUMNI 2014 3. Appreciations .Jan 2000 Marketing & Technical Support Executive Summary of accomplishment & Focus Areas : Marketing of company Products. Exhibition of company products at Different roadshows  Trainee Engineer.SZATEL Data Com August 1998. Conducted customer satisfaction survey  Achievement : Best Service Centre in South for consecutive 12 Months and earned Star Performer and Best Customer Care Manager for consecutive 12 months  Closely working with different functions for services delivery & improvement  Assistant Divisional Engineer Dec 09. trend analysis for services breakdowns. 2014) 1. Harvard Business Review-Advisory Council Member . Judge and Trainer Check 9.President 8. International & Domestic Satellite earth stations. Radio Modems. Pakistan Engineering Council 6.  Sunrise Systems Pvt Limited ( LG Electronics) Feb 1999. Director . 2002. Best sales Manager Karachi 2009 10. Manager Customer Care Centre Jan 2008. Operation and maintenance of International Gateway exchange. WAN. Technical support to sales Team. International Transmission & Maintenance Center.Jan 2008 Pakistan Telecommunication Company Limited Summary of accomplishment & Focus Areas • Successfully Managed Telecom Projects • Delivery of quality services to corporate customers • Management . Member. International submarine Optical Fiber cables (SEMEWE3 & SEMEWE-4) •Coordination with vendors for installation and maintenance • Periodical reports generations. Appreciation – Process innovation “One windows 2. IT Projects competition. Organizer-International Service Excellence & CEM Conference ( Nov 14.2008  PROFESSIONAL AFFILIATIONS 2. traffic analysis . 2009 Pakistan Telecommunication Company Limited Summary of accomplishment & Focus Areas  Initiatives: 1. Nominated for Presidential award for 2008 11.  Manager Operations & Faculty member Feb 2000-Nov 2002 Lincoln Institute of Computer & Management Sciences Summary of accomplishment & Focus Areas  Successfully managed the center . capital projects.Improved services by collaboration. Star Performer at Customer care center for consecutively 12 Months. Operation & Maintenance of Telecom Installation • Management. Appreciation certificate -Business development 2011 7.Jan 1999 Responsibilities:  R&M of LAN.April 30. Service Quality Checker-International Service 7. Capacity utilization analysis . SHRM Forum Pakistan-Management Lead 4. Optimization Excellence award 2013 2013 5.Designing & successfully execution of customer services as One Stop Shop 2. Performance appreciation . Appreciation certificate -Bulk Business 2012 6. Strategic unit formation for data solution center-Help Desk 2013” management & decision making 2013 3. Project Management Institute –PMI Karachi 5.Zone 2010 8. Professionals Forum Pakistan.

MAJU. One day workshop on Debono Thinking Systems -Fostering Creativity & ownership for Business excellence by Dr. Sybrid. Gujrati and Hindi)  EDUCATION     Master of Business Administration ( MBA) Lahore University of Management Sciences (LUMS) Master of Business Administration – ( MBA) (SZABIST) Karachi Bachelor Of Engineering (Electronics). One day on Uplifting services by Ron Kauf Singapore 9. Sales Management. Creative Leardership-48 Hours training by Dr. Creative Thinking.Two day training workshop on Career Compass by Dr. Entrepreneurship. Organizational Development. Mehran University of Engineering & Technology. Uplifting services etc. Javed Leghari 13. Urdu & Sindhi– Excellent (Read. Write and speak)  Regional Language – Can Speak and understand ( Siraiki. Corporate Governance.2007 1993– 1998 In Progress . One day workshop “Managing the Future” by Roger Harip. Business Law. 04 days Project Management Workshop PMI Karachi 14. Seven moths Trainings on Telecom Networks at Telecom Staff College Haripur  4. Punjabi. Organization behavior. Aziz Rab sb 12. 04 Days SAP .Future of Wireless at Cambridge University. Motivation. Project Management. One Day workshop on distribution & Supply chain Management by Intel Pakistan 5 Days Conference at UK. Marketing Management . Project Management Institute –PMI Karachi 3. One Day Workshop on Emotional Intelligence by Octara  LANGUAGES  English. Business modeling  6.  TRAININGS ATTENDED Attended more than 50 trainings and few of them are 01. Preston University. UIT: Services Marketing. Injaz-Aman Foundation.ERP system 2. SMEDA. TRAININGS IMPARTED Current Trainings  National Bank of Pakistan. Cambridge UK 11. Pakistan MS-PhD (Customer experience Management & Service Excellence) SZABIST Karachi  REFERNCES Will be provided when required 2010-2012 2005. (NBP). SZABIST. 06 Days Training on CRM (Siebel) by IBM  7. Customer Care. Rohit Talwar and Dr. Helix Pharma. Suneel Gupta 10. Jose lous cordeiro 8. Sales.