• Managing whole operations of “sales and customer services” in a UK based company, doing online retail business through their 14 different online shops through different channels including web store, social media, and different E-commerce channels like Wayfair, eBay and Amazon. • Taking care of Wayfair, eBay and Amazon stores Queries, returns, resends and claims. • Managing and updating the product listings, prices, promotions and stock figures of website and E-commerce stores. • Liaising with the warehouse regarding stock, deliveries and technical queries. • Process returns with warehouse and refunds or adjustments in system. • Dealing with customer complaints and issues to assure 100% customer satisfaction within the given SLA time frame. • Communicate effectively and professionally with all customers via phone, email and live chat to track and resolving any issues regarding products. • Manages complex transactional or emotional customer situations professionally and escalate priority issues that need immediate attention. • Communicate with UK based courier companies to booking deliveries and get the order status, tracking of parcels and update onward to customers accordingly. • Identify opportunities for improving the customer experience and share those with the Customer Service leadership. • Assist with reconciling open orders weekly with sales team and 3rd Party Logistics Provide tracking and Vat invoices to customers upon request (Oct 2018 to Continue)

â€Â¢ Providing Technical Support to clients/end users to ensure the successful implementation and Error-Free operations for Nestle’s proprietary Database driven application on more than 45 assigned branches across central region.
â€Â¢ Regular field visit to ensure software is working properly in all local and out stations branches spread in different areas of central zone.
â€Â¢ To manage technical support and assisting end user through “Remotely Desktop Management services” to protect their IT infrastructure.
â€Â¢ Responsible for the prompt resolution of all application level problems as per the trouble tickets with in defined SLA time.
â€Â¢ Advance level troubleshooting of Client Application including SQL Server, restored data base and Android App.
â€Â¢ Provide the training and refresher to clients on server and their software applications.
â€Â¢ Coordination with Nestle SAEs/ASMs regarding changings/up gradation and update the database as per client requirement.
â€Â¢ Q.A testing of every new Client Application release, both for Windows and Android and making test cases/nuggets.
â€Â¢ Q.A Testing of SQL Scripts and their effect on Database and application.

• As Service Desk Engineer monitoring Application Infrastructure and providing Technical Support team of almost 26 Support Specialists across Pakistan.
• Monitor team’s core activities and routine operations.
• Assigning the tasks and issues regarding application to relevant Field Support Engineers.
• Resolve escalations raised by Client or Internal Team.
• Trouble shoots the problems in run time environment, verifies the level-2 issues and escalates them to level-3 if required.
• To ensure that the SLA is met for every incident as per agreed with client.
• Manage the Ticketing System of request/issues received from client and end-user for monthly reporting.
• Works closely with Field Support Staff for monthly audit reports.
• Prepare monthly audit Calendar for Field Support Staff to schedule various routine activities.

Installation and of broadband connection (DSL and Wireless).
• Installation of IP-TV.
• Troubleshooting, maintenance.
• LAN and Wireless Network configuration.
• Customer Care.
• To manage LAN on customer end.