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概要
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
工作经历
Manager After Sales and Delivery Dept.
* 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).
*Â Enhance, develop and implement policies and procedures of After Sales Services & Delivery Services that improve the image of the organization and increase client loyalty.
*Â 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.
*Â Evaluating the performance of Customer Complaint Handler Staff, Technical & Delivery Teams.
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Assistant Manager After-Sales.
· 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.
Manager Delivery Dept.
Customer Facilitation Officer
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
University of the Punjab
Lahore Institute of Technical Education (LITE)
BISE Lahore
Lahore Board
技能
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