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Summary
Having worked within Customer Services / Support, Service Center Operations, Complaint Management, Vendor Management, SOP Developing and Operational Management for over 10 years with top tier companies like (Ufone, Samsung, Al-Fatah Group, Air Link Communication), I have developed a wide range of skills like Customer Services Operations, CS Relations Management, Complaint & CS Experience Management, Vendor Management, Call Centre & Service Centre Management, Warranty Controls, Quality Checking, Training & Development.
Projects
Experience
Manager After Sales (Customer Support).
I rejoined Al-Fatah Electronics and took the charge of After Sales Department in August 2022. Some of Main JDs are:
· Development and monitoring of Departmental and Vendor Policies/Operations.
· Looking after Customer Services, Complaints and Installations network of 14 Branches/Shops, 3X Warehouses, 2X E-Commerce Departments and franchises network around the Lahore.
· Built Technical Team to provide After Sale service of Al-Fatah own LED & Kitchen Appliances Brand, Rays & Corona and also looking after their warranty and claims approvals.
· Research, Compare, Evaluate and Onboarding of different Service Providers and Vendors.
· Lead, Train & motivate the different After Sales Teams (CSRs, Technicians, and Riders).
· Controlling Technician Activities and Spare Parts consumption on daily basis.
· Enhance, develop and implement policies and procedures of After Sales Services & Complaints.
· Conducting monthly meeting with showroom managers to discuss possible improvement to customer services, distribution and stock handling.
Service Center In-charge
My services are assigned to Service Center Jeff Heights Gulberg III, Lahore where Airlink is proving After Sales Services to MI Xiaomi, TCL & Alcatel. Some of Main JDs are:
· Lead & Develop teams of Frond Desk Officers, Engineers, Finance & Inventory/Store Executives.
· Monitor Service Centre performance against service, process, productivity and cost targets and ensure the implementation of actions to reverse identified areas of under-performance.
· Manage the day to day ordering of parts and consumables, making sure the parts are always ready and available.
· Improve customer service experience, create engaged customers and facilitate organic growth.
· Escalate potential project issues in a timely manner and develop a risk management plan with clients.
Manager After Sales and Delivery Dept.
I Joined Al-Fatah Group as Assistant Manager After Sales, where I successfully managed Operations, Aftersales Services, Support etc. Al-Fatah Management decided to give me another charge of Delivery Project in Corona Pandemic and also promoted me as Manager After Sales & Delivery Department.
Main Job Responsibilities:
· Managing Centralized Complaints and Installations network of 13 Branches/Shops, E-Commerce Department and distribution network around the Lahore.
· Lead, Train & Motivate the teams of After Sales Dept. (CSRs, Technicians, and Riders).
· Enhance, develop and implement policies and procedures of After Sales Services & Complaint Handling Services that improve the image of the organization and increase client loyalty.
· Research, Compare, Evaluate and Onboarding of different Service Providers and Vendors.
Customer Facilitation Officer
I am having experience of working on different campaigns of Ufone as backup i.e. HL333, HL788, HL688, HL789.
Also worked on SAMSUNG Official HELPLINE (project of Ufone, Ufone is Service Partner of Samsung Pakistan in Pakistan) as:
• Remote Management Officer.
• Web Live Chat Officer.
• Email Correspondence.
• Customer Facilitation Officer.
Job Description:
• To provide excellent customer services while in contact with customers on different mediums
i.e. on calls, Web Live Chat, Remote Management in accordance to defined SOPs.
• To achieve assigned quantitative assigned targets effectively as per parameters.
• Attracts potential customers by answering product and service questions; suggesting
information about other products and services etc.
Achievements on Job:
Certificate of Excellence by Samsung Electronics – Dec 2016
For fulfilling all professional requirement and remonstrating exceptional product knowledge and on
Call skills. {In MENA (Middle East and North Africa) Regional Call Center Championship held at Dubai, UAE}.
Top Performer Employee of the month in following months (Ufone):
June 2015, Aug 2015 – Rating: 1st, Oct 2015 – Rating: 1st, Nov 2015, Dec 2016 – Rating: 2nd.
Top Performer in Call Transfer to IVR Project (Ufone): Nov 2013 & Mar 2014.
