خلاصہ

Having worked within Customer Services / Support, Operations, Complaint Management, and Management for over 8 years, I have developed a wide range of skills like Internal Management, Team Management, Process Management, Complaint Management, Turn Around Time Management, Team Planning Customer Services, Performance Appraisals, Time Stress Management, Team Building and Quality Checking. I have strong Customer Relationship, Employee Relations, Strategic Leadership and Cross Functional Team Management skills. I am currently engaged with Al-Fatah Electronics working as Manager After Sales Delivery Department, where I am responsible for contributing with my skills to enhance customer support and provide timely services to internal and external clients

تجربہ

کمپنی کا لوگو
Manager After Sales and Delivery Dept.
Al-Fatah Electronics
اگست ۲۰۲۰ - موجودہ | Lahore, Pakistan


* Managing After Sales Service and Installations network of 10 branches/shops around the Lahore.
* Delivery Services of 6 branches Deliveries Task around the Lahore..
* Lead, Train & Motivate the teams of After Sales (CSRs, Technicians, Riders) and Delivery Department (Delivery Coordinators, Loaders, Drivers).
* Enhance, develop and implement policies and procedures of After Sales Services & Delivery Services that improve the image of the organization and increase client loyalty.
* Providing services for out of warranty products & enhance profit by gaining customer satisfaction.
* Develop CRM software to have complete Customers data to improve the services structure.
* Develop “Call Center” for centrally timely registration and prompt feedback to customer’s complaints.
* Built technician team to provide after sale service of Al-Fatah own Kitchen Appliances brand, Rays & Corona.
* Evaluating the performance of Customer Complaint Handler Staff, Technical & Delivery Teams.
 

کمپنی کا لوگو
Assistant Manager After-Sales.
Al-Fatah Electronics.
دسمبر ۲۰۱۷ - اگست ۲۰۲۰ | Lahore, Pakistan

·         Enhance, develop and implement policies and procedures of after sales services that improve the image of the organization and increase client loyalty.
·         Managing after sales service network of 9 branches/shops & installation task around the Lahore.
·         Providing services for out of warranty products & enhance profit by gaining customer satisfaction.
·         Develop CRM software to have complete Customers data to improve the services structure.
·         Develop “Call Center” for centrally timely registration and prompt feedback to customer’s complaints.
·         Evaluating the performance of customer complaint handler staff & technical team.
·         Start new policies solely focusing on customer satisfaction such as consumer interaction and experience e.g. visiting customers, services quality, turn-around-time, staff behavior & commitment.
·         Built technician team to provide after sale service of Al-Fatah own Kitchen Appliances brand, Rays & Corona.

کمپنی کا لوگو
Manager Delivery Dept.
Al-Fatah Electronics.
دسمبر ۲۰۱۹ - دسمبر ۲۰۱۹ | Lahore, Pakistan


کمپنی کا لوگو
Customer Facilitation Officer
Ufone
اپریل ۲۰۱۳ - دسمبر ۲۰۱۷ | Lahore, Pakistan

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.

تعلیم

Peak Solution College
ڈپلوما, ‎
Computer
مکمل
2012
University of the Punjab
بیچلرز, , Bachelors in Arts‎
Arts
فی صد 46%
2012
Lahore Institute of Technical Education (LITE)
سرٹیفیکیشن, Web Development Course‎
HTML, DIffrents Tags and Usage of Dreamweaver
مکمل
2012
BISE Lahore
انٹرمیڈیٹ / اے لیول, فیکلٹی آف آرٹس, Intermediate‎
Chemistry
فی صد 45%
2009
Lahore Board
میٹرک / او لیول, سائنس, Matriculation‎
Chemistry
درجہ A
2005

پیشہ ورانہ مہارتیں

ماہر 5 Years Experience
ماہر high energy
ماہر management skills
ماہر Multitasking Skills
ماہر Positive Attitude
ماہر team leader
ماہر Accountable
ماہر Adminstration Knowledge
ماہر Analytic Thinking
ماہر Call Center Development
ماہر Call Handling
ماہر communicattion
متوسط Computer Hardware software
ماہر Conservation Awareness
متوسط Corporate - Procurement / Administration Departmen
ماہر Creative Abilities
ماہر Custom CRM
ماہر Customer Focus
ماہر Customer Service Operations
ماہر Decision Analysis
ماہر effective planner
ماہر Excellence Standard
ماہر Food Knowledge
ماہر Front Desk Responsibilities
ماہر Good Communicator
ماہر Haircut Consultation
متوسط Individuals / Consumers
ماہر Inter-department coordination
ابتدائی Live Chat Handling
متوسط Logistics Management
ماہر Management Skills
ماہر Managerial Skills
ماہر Monitoring Performance
ماہر Negotiation Skills
ماہر Official Assignments
ماہر Organisation
ماہر Peoples Management
ماہر Positive Attitude
ماہر Product and Process Knowledge
ماہر Pursuing News Stories
ماہر Reciptionist Duties
ابتدائی Remote Management
ماہر Reporting Skills
ماہر SAP Knowledge
متوسط Strong Sales Skills
ماہر Supervisor
ماہر Team Management Skills
ماہر Time Management
ابتدائی Trainers
ماہر Training Developement

زبانیں

متوسط پنجابی
ماہر اردو
ماہر انگریزی

آپ کن کمپنیز کی پیروی کر رہے ہیں

مزید دیکھیے

Mirza آپکے جاننے والے

Muhammad Bilal Awan
Amadeus Pakistan