Development & Implementation of Customized Services Software System at Changhong Ruba after Sales & Services Department. Development & Implementation of position-wise new JDs, KPIs, and SOPs as per Operational activities. Conducted departmental internal audits to explore weaknesses and gaps for further improvement. Highlighted the openings of new departments, key positions, and changes in the current system and structures of cross-department to top Management that were implemented successfully. Established Main Spare Parts Inventory store for the timely supply to Service Branches for complaints resolutions. Recommended certain policies and directions to improve company productivity to top Management that was implemented successfully.

 Primarily responsible to oversee the everyday operations and function of the complete business unit.
 Managing the daily running of the call center inbound & outbound campaign. (3rd party)
 Recording statistics, user rates and the performance levels of the center and preparing report.

• Ensure the day-to-day effectiveness of the Customer Care team by ensuring that all systems and procedures are followed, and customer expectations are met in a timely and professional manner. Generate daily status reports (Pending Complaint Status, Dealer Visit, ASC Complaint Visit & attending, Parts availability, resolved complaint) and investigate any deviation and implement corrective action.
• Achieves customer service Satisfaction objectives by contributing customer service information and recommendations to strategic plans (Weekly & Monthly& Quartile) and reviews, Maximizes customer operational performance (In time report/ Analysis/ Risk Management/Audit/ Appraisal); disseminate advisories, warnings, detecting and diagnosing Service network problems.
• Managing budgets of Service Network at Training/ Visiting/ Infrastructure/ IT/ SC Development structure/ Assets.
• Establish and implement departmental policies, goals and procedures (Incentive/ Penalty).
• Adaptation of personal business commitment (PBC system) with key performance indicators (KPI) definition and execution.

•Coverage line includes over 10+ employees out of which my direct reporting line is Operations which is the helpline First Call Activation (FCA), Sales& Up sell.
• 100% Implementation of ISMS (International Security Management System) amount Team member as per company policies
• Actively train and manage new employee in order to handle their teams in a more efficient way while producing desired results.
• Revenue generates through 90% Call.
• Achieved 100% FCR/ FCR score on New SIM Activation Project.
• Quality Assurance Score maintain at 95% over work task for cultivate team performance.

• Responsibility for recruiting, selecting and training new team members
• Maximize productivity and minimize costs while maintaining a high standard of customer service
• Document all calls with regards to participant inquires accurately using Call Tracking System (Inbound/Outbound).
• Recommends potential products or services to management by collecting customer information and analyzing customer needs (Product Wise/ Model Vise)
• Listen to and critique recorded conversations for purposes of improving customer skills.

• Maintain the Computer lab-- Make sure all the system working properly. Troubleshoot problems with computer systems, including hardware and software; make repairs and corrections where required.
• Assist Council’s staff in various applications, Windows XP, E-mail, Word, Excel, Power Point and other application being used.

• Performs program support tasks such as organizes forms; photocopies; files; orders and maintains program materials & makes reminder calls for visits as requested by the supervisor.
• Utilizes computerized data entry equipment and various word processing, spreadsheet and file maintenance programs to enter, store and/or retrieve information as requested or necessary, and summarizes data in preparation of standardized reports understanding and project team challenges.
• Continuously review performance levels and make recommendations for new procedures or system developments to drive improved productivity.

• Prepare, compile and sort documents for data entry, Check source documents for accuracy. Backup data files on daily basis, Check completed work for 100% accuracy
• Store completed documents in systematically on designated locations, Maintain records of activities and tasks on daily basis, Comply with data integrity and security policies.