خلاصہ

Having worked within Customer Services / Support, Operations, Complaint Management, and Management for over 9 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

پراجیکٹس

Delivery at Door Step during Corona Pandemic - Al-Fatah Electronics
Samsung Electronics Call Center Campaign

تجربہ

کمپنی کا لوگو
Manager After Sales (Customer Support).
Al-Fatah Electronics
اگست ۲۰۲۲ - موجودہ | Lahore, Pakistan

I rejoined Al-Fatah Electronics and took the charge of After Sales Department in August 2022. Some of Main JDs are:
·         Looking after Customer Services, Complaints and Installations network of 14 Branches/Shops, 3X Warehouses, E-Commerce Department and distribution network around the Lahore.
·         Built Technical Team to provide After Sale service of Al-Fatah own LED & Kitchen Appliances Brand, Rays & Corona.
·         Research, Compare, Evaluate and Onboarding of different Service Providers and Vendors.
·         Lead, Train & motivate the different After Sales Teams (CSRs, Technicians, and Riders) & monitor their performance.
·         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.

کمپنی کا لوگو
Service Center In-charge
Airlink Communication Ltd.
اکتوبر ۲۰۲۱ - جون ۲۰۲۲ | Lahore, Pakistan

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.

کمپنی کا لوگو
Manager After Sales and Delivery Dept.
Al-Fatah Electronics
اگست ۲۰۲۰ - اکتوبر ۲۰۲۱ | Lahore, Pakistan

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.
 

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 Assignments Handling
ماہر  Monthly Reconciliations
ماہر Cab Controling
ماہر Call Center Development
ماہر Clienmt Dealing
ماہر Client Focus
ماہر Committed to Customer Services
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 Customer Services
ماہر Customer Services Operations
ماہر Decision Analysis
متوسط Delivery Planing
ماہر effective planner
ماہر Employee Engagement Skills
ماہر Excellence Standard
ماہر Food Knowledge
ماہر Front Desk Responsibilities
ماہر Good Communicator
متوسط Individuals / Consumers
ماہر Inter-department coordination
ماہر Interpersonal Skills
ماہر Legal Documents Management
ابتدائی Live Chat Handling
متوسط Logistics Management
ماہر Managerial Skills
متوسط Microsoft Excel
ماہر Monitoring Performance
متوسط MS Office
ماہر Negotiation Skills
ماہر Organisation
ماہر Peoples Management
ماہر Positive Attitude
ماہر Product and Process Knowledge
ماہر Pursuing News Stories

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