概要

I am working with Al-Fatah Electronics as Assistant Manager After-Sales.

Main Job Responsibilities:
• 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 7 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.

I worked with Ufone as a Customer Facilitation Officer in their Customer Operation Department. I worked on different projects of Ufone as backup i.e. HL333, HL788, HL688, HL789.
And also worked on SAMSUNG HELPLINE (project of Ufone, Ufone is Service Partner of Samsung in Pakistan) as Customer Facilitation Officer, Web Live Chat, Remote Management Officer and E-mail Correspondence).


Key Achievements:

• 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}.

• Backup Team Lead in Samsung Project.

• Top Performer Employee in Samsung Project.

• Top Performer Employee - Ufone: Struggled for brilliance by competing with large number of departmental staff and manage to secure the title of “Top Performers of the Month” several

工作经历

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

Job Responsibilities:
• Train, motivate, and lead after sales teams to achieve set objectives and targets.

• 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 7 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.

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

5+ 年 5 Years Experience
5+ 年 high energy
4 年 Leadership skills
5+ 年 management skills
5+ 年 Multitasking Skills
5+ 年 Positive Attitude
4 年 team leader
4 年 Accountable
5+ 年 Analytic Thinking
3 年 Call Center Development
5+ 年 Communication
5+ 年 communicattion
1 yearComputer Hardware software
2 年 Corporate - Procurement / Administration Departmen
4 年 Creative
4 年 Custom CRM
4 年 Customer Care
5+ 年 customer focus
5+ 年 Customer Service Excellence standard
5+ 年 Customer Service Operations
5+ 年 Decision Analysis
4 年 effective planner
5+ 年 English communication
4 年 English Fluency
5+ 年 Excellent Communication Skills (English & Urdu)
5+ 年 Excellent Interpersonal and Communication Skills
5+ 年 Good Communicator
2 年 Individuals / Consumers
4 年 Inter-department coordination
2 年 logistics management
5+ 年 management skill
4 年 Managerial Skills
5+ 年 Microsoft Excel
5+ 年 Microsoft Office
4 年 monitoring performance
4 年 MS Excel skills
4 年 negotiation skills
5+ 年 organisation
4 年 Peoples Management
5+ 年 positive attitude
5+ 年 Product and process knowledge
少于一年REMOTE MANAGEMENT
5+ 年 Reporting Skills
5+ 年 SAP knowledge
2 年 Strong Sales Skills
5+ 年 Supervisor
5+ 年 team lead
4 年 Team Leader
4 年 Team Management
5+ 年 Team Player

语言

中级 旁遮普语
熟练 乌尔都语
熟练 英语

关注的公司

查看更多

Waqas 联系人

Muhammad Bilal Awan
Amadeus Pakistan