概要

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

项目

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

工作经历

公司标识
Manager After Sales (Customer Support).
Al-Fatah Electronics
Aug 2022 - 代表 | 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.

公司标识
Service Center In-charge
Airlink Communication Ltd.
Oct 2021 - Jun 2022 | 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.

公司标识
Manager After Sales and Delivery Dept.
Al-Fatah Electronics
Aug 2020 - Oct 2021 | 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.
 

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, , Bachelors in Arts‎
Arts
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 Accounts'Administration
熟练 Adminstrative Assistance
熟练 Analytic Thinking
熟练 Assignments Handling
熟练  Cash Handling
熟练 Call Center Development
熟练 Clienmt Dealing
熟练 Client Focus
熟练 Committed to Customer Services
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 Customer Services Operations
熟练 Customer Servuce Skills
熟练 Decision Analysis
中级 Delivery Planing
熟练 effective planner
熟练 Employee Engagement Skills
熟练 Excellence Standard
熟练 Front Desk Responsibilities
熟练 Good Communicator
中级 Individuals / Consumers
熟练 Inter-department coordination
熟练 Legal Documents Management
初学者 Live Chat Handling
中级 Logistics Management
熟练 Managerial Skills
中级 Microsoft Excel
熟练 Monitoring Performance
中级 MS Office
熟练 Negotiation Skills
熟练 Network Management 
熟练 Organisation
熟练 Peoples Management
熟练 Product and Process Knowledge
熟练 Pursuing News Stories
熟练 Record Keeping 
初学者 Remote Management

语言

中级 旁遮普语
熟练 乌尔都语
熟练 英语

关注的公司

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Mirza 联系人

Muhammad Bilal Awan
Amadeus Pakistan