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خلاصہ
I bring along almost 10 years of experience with an excellent set of leadership skills and commitment. I believe I would make a significant contribution towards the benefit of your company.
I have a highly accomplished career with a clear and traceable record of success in field of Product, Customer Service Management and Consultancy. I am also an expert of providing technical, preventive and developing strategies for high end customer support management. With my post-graduation degree under my belt from a Foreign University (Blekinge Institute of Technology), I am fully capable of running successful Customer Management Projects keeping in view the best practices and provide consultancy services for better and smooth operations.
My key skills comprise of Consulting, Advising, and creating different programs to fill the gaps which may arise between situations in daily official life cycle.
I have been engaged with prestigious organization such as Samsung, where I was responsible for spearheading Service Operations Management and Service Policy implementation. Due to the same reason I got to work closely with the senior management.
Attached is my resume which showcases my progressive experience and successful track record for leading successful initiatives. My professional background and great industrial exposure coupled with an excellent track record makes me an ideal candidate to help companies achieve customer satisfaction and loyalty.
As such, I would welcome a discussion regarding opportunities with your organization that fits my background. Please feel free to contact me by phone or email.
پراجیکٹس
تجربہ
Manager Product And Aftersales
Responsibilities to bring about from concept, to design, sample production, testing, forecast, cost, mass production, support, and finally product end of life.
Recommends the nature and scope of present and future product lines by reviewing product specifications and requirements appraising new product ideas and/or product or packaging changes.
Assesses market competition by comparing the company's product to competitors' products.
Obtains product market share by working with sales team to develop product sales strategies.
Brings new products to market by analyzing proposed product requirements and product development programs, establishing time schedules with engineering and manufacturing.
Field Test Monitoring and Operation with FTR Engineer and provide FTR Report with HQ PICs for production.
Completes operational requirements by scheduling and assigning employees following up on work results.
Contributes to team effort by accomplishing related results as needed.
Achieves customer service objectives by contributing customer service information and customer-service standards resolving problems completing audits identifying customer service trends determining system improvements implementing change.
Determines customer service requirements by maintaining contact with customers Improves customer service quality results by studying, evaluating, and re-designing processes establishing and communicating service metrics monitoring and analyzing results implementing changes.
Maximizes customer operational performance by providing help desk resources and technical advice, resolving problems, warnings, and new techniques detecting and diagnosing repair problems.
Service management and Service Policy Implementation
Technical and Parts Support Handling and Implementation of Parts Policies as per company policy.
Coordinate Payment and Tracking delivery with Supplier
Daily Operation and KPI's monitoring / Monthly Service Network ROI.
Customer Service and Support Consultant
- Provide Consulting Services
- Advising and creating programs to fill the gaps between actual situations and desired ones.
- Identify opportunities to offer information and make product or service suggestions based on a customer\'s needs.
- Improving work performance.
- Improving organizational communication.
- Increasing employee motivation and morale.
- Defining the companys mission, goals and objectives.
- Achieving customer satisfaction.
- Improving on customer loyalty.
- Employee coaching, guidance and training.
- Raising the companys customer base and market segment.
Manager Service Operation
- Provide Service management
- Implementation of Service Policy
- Maker service Agreement Management with GCS
- Warranty Claim Management and support (Service Expense Claim to Samsung GCS via GSPN by distributor)
- Product return Management under DOA, DAP, LPR, FWR & DNA
- Network expansion and optimization on sales targeted cities.
- Yearly over $300K budget planning, vendor’s selection, monitoring and execution timely.
- Technical support to Distributors through GCS technical Support department.
- Managing Parts Support
- Implementation of Parts Policies for Distributors through GCS parts Department.
- Coordinate Payments with Distributors
- Monthly SOA sharing, adjustments of warranty credits for parts purchasing.
- Tracking Delivery of Parts
- Sharing Documentation of Parts shipment with Distributor from GCS
- Provide Customer Service System Support to Distributors
- Global Service Partners Network (GSPN)
- Samsung Technical E Learning System (STELS)
- Providing regular training support to Distributors, through GCS. (Invitational Training, Online Training, Onsite Training)
- Service Network Monitoring, Operation and KPI\'s of Distributors and with GCS.
- Customer Service Plaza \"CSP\" location & budget planning with distributors & GCS.
- Establishment of 25 Service Centers, 65 QRS, 250 CP’s all across Pakistan.
- Field Test Monitoring and Operation with FTR Engineer and provide FTR Report with HQ factory for production.
- Application Certification Monitoring.
- Application Testing and providing further support.
- Customer Spec Management Managing Customer Spec for Pakistan on Mobile Phone Specification System. (MPS)
