概要

Having worked within Customer Services / Support, Operations, Complaint Management, and Management for over 7 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

工作经历

公司标识
Manager After Sales and Delivery Dept.
Al-Fatah Electronics
Aug 2020 - 代表 | 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.
 

公司标识
Manager Delivery Dept.
Al-Fatah Electronics.
Dec 2019 - 代表 | Lahore, Pakistan


公司标识
Assistant Manager After-Sales.
Al-Fatah Electronics.
Dec 2017 - 代表 | 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.

公司标识
Customer Facilitation Officer
Ufone
Apr 2013 - Dec 2017 | 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.

学历

Peak Solution College
大专, ‎
Computer
Completed
2012
University of the Punjab
学士, 艺术学士, Bachelors in Arts‎
B.Sc (Hons)
所占比重 46%
2012
Lahore Institute of Technical Education (LITE)
证书, Web Development Course‎
HTML, DIffrents Tags and Usage of Dreamweaver
Completed
2012
BISE Lahore
中级/A级, 艺术系, Intermediate‎
Chemistry
所占比重 45%
2009
Lahore Board
大学入学/0级, 科学, Matriculation‎
Chemistry
等级 A
2005

技能

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

语言

中级 旁遮普语
熟练 乌尔都语
熟练 英语

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Mirza Waqas 联系人

Muhammad Bilal Awan
Amadeus Pakistan