JAMIL KHWAJA

4 Green Hill Lane * West Haven, Connecticut 06516

203-931-1589 * jk64d2f2@westpost.net
DIRECTOR OF SALES & CUSTOMER CARE OPERATIONS
Dynamic, results-driven senior executive with extensive experience impacting the
corporate bottom line with global leadership of sales, marketing, and customer
service initiatives for technical and medical device enterprises. Spearheads the
redevelopment of processes and procedures that drive efficiency and effectivene
ss while enhancing customer satisfaction. Directs business activities, and devel
ops business strategies for high-performance organizations. Interfaces with key
decision makers, driving sales and providing product and service education. Buil
ds and leads highly professional teams that deliver increased revenue generation
and superior business results.

Leadership * Sales & Marketing * P&L Management * Strategic Planning * Business

Development
Process Enhancement * Product / Service Launch * Manufacturing Operations
Relationship Building * New Franchise & Startups * Supply Chain Development / Ma
nagement

PROFESSIONAL EXPERIENCE
PTCL / ETISALAT, Islamabad, Pakistan * 2004-Present
A multinational telecommunications company operating across Africa, Middle East
and West Africa.
Executive Vice President / HQ, Customer Care (December 2009 - Present)
Leads the nationwide turnaround of Customer Care to redevelop the ease of custom
er experience online, over the phone and at PTCL's 130 One-Stop-Shop (OSS) locat
ions. Drives customer win-back by improving OSS and Service Support Center (SSC)
service provisioning and fault rectifications. Envisioned customer experience r
oadmap with analytics modeling to generate 360 degree customer view and Voice Po
rtal to improve accessibility to customers.
Major Achievements:
* Led the redevelopment of 90K customers within 3 months with the rollout of a h
ighly effective, structured win-back initiative, including state-of-the-art IT s
ystems, offering products such as Order Booking for PSTN, Broadband, Smart TV, W
ireless Local Loop and EVO Wireless.
* Empowered customers' at-home and outside to access PTCL services with the esta
blishment of 4 Contact Centers with 1800 trained customer service representative
s.
* Facilitated a 360 customer view, resulting in maximized company sales and prof
its by championing the effort to launch a web portal, including a voice portal.
* Improved service provisioning, fault rectification times and customer satisfac
tion by instituting 10 Service Support Centers. Enabled customers to view and pr
int their bills at their own convenience through the implementation of a web-bas
ed bill printing facility.
* Participated in the development of a 5-year strategic business plan.
* Produced incentive proposals for customers, and improved the customer care org
anization and its capabilities.
Executive Vice President Business Zone North & Central (March 2007 - December 20
09)
Directed all regional business activities, including sales and marketing, operat
ions and maintenance, technical, development, HR, Finance and consumer sales of
all products and services, as well as institutional sales of all data products a
nd services. Owned full revenue responsibility for Rs15B (US$200M) and oversaw ~
5000 employees in multiple departments and regions.
Major Achievements:
* Launched IPTV service, described as the future of the company for the 1st time
in Pakistan from the North Business Zone.
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PTCL / ETISALAT (continued)

* Honored twice with the President & CEO Award (April-2009 and Aug 2008) for lau
nching powerful commercial initiatives, and achieving superior business performa
nce.
* Improved service for business customers by rolling out successful initiatives,
including Rapid Response Unit.
* Introduced a number of local marketing and sales initiatives, including Custom
er Facilitation Camps.
Executive Vice President / HQ, VAS (December 2006 - December 2007)
Oversaw Rs 5B (US$65M) in revenue for both the wire line and wireless technology
platforms.
Major Achievements:
* Increased the number of VAS and streamlined the value proposition of the VAS p
latform.
* Established new revenue streams by pursuing joint ventures with partners, incl
uding mobile carriers and distribution channels for scratch card sales.
* Selected by the President & CEO to serve as the PMO for a company-wide initiat
ive to re-brand PTCL.
* Created a new revenue stream worth Rs 1B (US$12M) by launching new Voice Mail
Services (VMS).
Vice President / HQ, Customer Care (December 2004 - December 2006)
Directed all customer care functions for all products and services spanning wire
line, wireless, and data services.
Major Achievements:
* Instituted PTCL's 1st customer care function.
* Established the Key Account Management (KAM) function to serve top revenue bus
iness customers.
* Identified improvement opportunities by conducting yearly customer satisfactio
n surveys spanning all products and services for both consumer and corporate sec
tors.
* Facilitate customers' access to PTCL, and improved sale and service by initiat
ing the building of new Call Centers.
EMAAN INTERNATIONAL, Lahore, Pakistan * 2002-2004
An entrepreneurial medical devices startup company.
Country Director
Interfaced daily with sales team, distributors, hospital administrators and key
decision makers to achieve daily sales targets. Communicated with the Ministry o
f Health (MoH) on matters concerning the medical device business. Facilitated su
ccessful marketing through professional education of hospital nursing staffs. Pa
rticipated in seminars and marketing communication to improve brand recognition
and quality perception. Led the hiring and development of the sales team, and si
gned on new distributor partners.
Major Achievements:
* Launched this new startup company and drove the consumer Medical Device busine
ss with full P&L responsibility.
* Initiated and implemented an effective supply chain and distribution network.
* Built and maintained strong working relationships with regulatory authorities
and high-value clientele.
* Developed sales and distribution teams throughout the country.
* Achieved profitability during first year of operations.

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JOHNSON & JOHNSON

Kuala Lumpur, Malaysia; Karachi, Pakistan; New Brunswick, New Jersey USA * 1995-
2002
A global American pharmaceutical, medical devices and consumer packaged goods ma
nufacturer.
Franchise Director
Developed and executed business plans, and a number of sales and marketing initi
atives. Improved internal support systems such as IT and tender management to su
pport the sales team in the field. Continually visited key customers, including
doctors, surgeons and nursing leadership. Partnered with sales staff on business
tenders. Hired and developed a highly effective sales and marketing team. Colla
borated with the back-end support office in support of the front-end sales team.
Performed selling-in-surgery, and facilitated the professional education of sur
geons and OR/OT staffs. Led the daily and weekly monitoring and reporting of sal
es numbers.
Sales & Marketing Director, Ethicon, Inc., Kuala Lumpur, Malaysia (2001-2002)
* Spearheaded sales and marketing functions, and held full P&L responsibility fo
r Johnson & Johnson's Ethicon and Women's Health (WH) franchises throughout Mala
ysia.
* Boosted growth 33% in the Ethicon business and 18% growth in the WH business.
* Developed relationship with the Ministry of Health and key hospital administra
tors.
* Spearheaded the development of Johnson & Johnson's 1st primary sales school ou
tside of the United States to train sales and marketing managers from across the
Asian-Pacific region.
Sales & Marketing Director, Ethicon & EES, Karachi, Pakistan (1998-2001)
* Oversaw Johnson & Johnson's Ethicon franchise, and launched the Ethicon Endo-S
urgery franchise, holding full P&L responsibility for both.
* Led triple digit growth for EES and 25% growth for Ethicon business.
* Drove new business innovations, including Peer-to-Peer Learning and RADAR to e
nhance customer relationship management and increase sales.
* Chosen by Johnson & Johnson Asia-Pacific leadership as champion of EBiz and Ta
lent Management programs for Pakistan.
Senior Project Engineer, Ethicon Inc., Cornelia, Georgia USA (1995-1998)
* Improved products and processes by partnering in the delivery of results for t
echnical and manufacturing R&D projects.
* Assisted in the creation of the facility business plan to support the commerci
al / sales plan.
* Built valuable relationships with R&D organizations to monitor and capture new
products and technological trends.
PREVIOUS POSITIONS
ALCON SURGICAL, Reading, Pennsylvania
Project Manager
* Spearheaded process and product improvements, as well as cost containment thro
ugh the effective management of advanced engineering and technology projects rel
ated to computer-integrated manufacturing.
* Participated in the creation of business and strategic planning to drive opera
tions.
* Enhanced quality and improved operational productivity through the implementat
ion of flexible automation, and the utilization of simulation and modeling.
* Served as a core team member for the implementation of ISO-9000 quality manage
ment systems.
* Facilitated FDA compliance by directing computer system validations.
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SARNOFF RESEARCH COPORATION / RCA, Princeton, New Jersey

Associate Member of Technical Staff (AMTS)
* Improved quality and productivity while containing costs by participating in t
he delivery of projects for RCA's consumer electronics division, including Robot
ics deployment, Machine Vision, Expert Systems, 3D computer simulation and model
ing.
* Developed and implemented software tools related to statistical quality assura
nce, expert systems, and real-time machine control for client funded projects.
* Decreased cycle-times and inventory shrinkages by identifying gaps, and initia
ting improvement procedures.
* Acquired funded projects through strategic interaction with key RCA internal c
ustomers.

EDUCATION
Master of Business Administration
Mercer University, Atlanta, Georgia
Master of Science in Engineering
Villanova University, Villanova, Pennsylvania

PROFESSIONAL DEVELOPMENT
Creative Thinking * Problem Solving * Quality Team Leadership * Project Manageme
nt
Simulation & Modeling * Quality Control / Assurance * Artificial Intelligence Ap
plications
ISO-9000 * Manufacturing & Computer Systems Validation * Executive Presentations
Business Driven User-Centered Applications * Joint Development Approaches

COMPUTER COMPETENCIES
Microsoft: Word, Excel, PowerPoint, Outlook, Project
Social Networking Sites * Engineering Hardware / Software
Modeling Software * Quality Assurance Software * Artificial Intelligence (for ma
chine control)

LANGUAGES
English * Urdu * Hindi

AWARDS
President & CEO Award - PTCL (April-2009 and Aug 2008)
Outstanding Young Man of America - Who's Who of America
Honors Society for International Scholars - School of Business & Economics Merce
r University