Najeeb Pasha

Managed merchant service desk operations, including new merchant sign-ups and day-to-day helpdesk issue resolution. Oversaw RPA creation and validation, coordinated with operations during UAT, and monitored RPA reports for discrepancies. Generated merchant acquisition and performance reports using Cognos, handled merchant lists and payment gateway sign-up operations, and maintained POS/IPG databases. Updated policies and supported compliance activities, including MCC mismatch analysis across Prime, Oracle, and Base-24 and UAT coordination using Microsoft Teams.

Provided technical support for POS terminals and merchant acquiring systems across multiple merchant locations. Installed, configured, tested, and maintained POS hardware and software, including deployment, replacements, relocations, and decommissioning. Performed key injection, software updates, parameter downloads, and security configurations, and trained merchants on card acceptance and troubleshooting. Produced MIS reports for installations and support cases, coordinated with NOC/telecom teams for connectivity issues, and managed terminal inventory and uptime targets.

Sold Vodafone postpaid mobile plans by assessing customer needs and recommending suitable packages. Assisted with SIM activations, registrations, recharges, and service inquiries for prepaid customers. Sold home broadband and related internet solutions, and handled sales of mobile devices and accessories with product demonstrations and guidance. Managed plan migrations, renewals, and billing inquiries while maintaining compliance with internal policies and telecom regulations.

Supervised daily sales operations and coached the sales team to achieve monthly and annual targets. Followed up on leads, customer inquiries, and quotations to improve conversion rates and implemented sales strategies to grow revenue. Managed customer databases and coordinated with accounts receivable for outstanding payments and collections. Prepared sales forecasts and performance reports, conducted competitor analysis, and supported field sales and marketing activities.

Provided customer service and maintained relationships through regular store visits with managers and staff. Supported merchandising activities by organizing product displays and removing damaged or expired items to keep shelves compliant and attractive. Coordinated call schedules based on priorities, promotions, and price changes, and communicated product features and updates to stakeholders.

Handled customer inquiries and resolved issues via phone calls and emails while maintaining accurate call records. Managed call handling tasks such as transfers, callbacks, holds, and addressing unintended disconnects. Followed professional telephone etiquette to handle angry callers and support service commitments, ensuring timely and effective communication.