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概要
Worked in Smart Zone(Smart Services) PVT LTD. while designated as Branch Manager, Lahore I, II for Samsungs products i.e. LED, Plasma, LCD, Washing Machine, Air Conditioner, Refrigerator, Microwave Oven, Vacuum Cleaners and All Audio / Video Products since Feb17 to Present and the assigned responsibilities are- Responsibilities- Monitor market trends, research consumer markets and competitors activities to identify opportunities and key issues Measure and report performance of all marketing campaigns, and assess against goals (ROI and KPIs) Head of Warranty Claim team (Smart Zone to Samsung). Head of GSPN team (Samsungs dedicated software for Customer Care Services). Prepare monthly and quarterly Field Call Ratio (FCR) and share details with technical wing of Samsung in order to maintain the quality of brand up to the mark. Address / Evaluate and provide urgent resolution for Dealers / Sales personnels issues. Warranty & Paid complaints Operations Monitoring / Management (Nation-wide). Brainstorm new and innovative growth strategies Keep follow up of long pending complaints / issues and provide solution to maintain brand image. Advertisement responsibility in coordination with Marketing team. Focal person for resolution of customer based queries through Samsungs Contact Center (Ufone). Focal person for complaints execution & Monitoring 87 Authorized Service Centers (ASCs) working under domain of the company in all over the country and resolve their issues in order to keep operations smooth. Arrange and execution of third party vendors monthly claim payments in coordination with Accounts & Finance team. Sole Responsible for respond in 12 hours as online customer support email [email protected]. Correspondence with Samsung & resolve issues immediately regarding Service Operations. Arrange & Monitor Dispatches of parts (nation-wide branches and Authorized workshops working with the company) Parts planning in coordination with Parts team for fast moving parts .
项目
工作经历
Senior Operations Manager
Enter Description
Operations Manager
5 Years of experience in customer service in Smart Services .Samsung Official Service partner in Pakistan
Assistant Service Manager
Working in Smart Zone PVT LTD. while designated as Branch Manager, Lahore I, II for Samsungs products i.e. LED, Plasma, LCD, Washing Machine, Air Conditioner, Refrigerator, Microwave Oven, Vacuum Cleaners and All Audio / Video Products since Feb17 to Present and the assigned responsibilities are-
Responsibilities-
Monitor market trends, research consumer markets and competitors activities to identify opportunities and key issues.
Measure and report performance of all marketing campaigns, and assess against goals (ROI and KPIs)
Head of Warranty Claim team (Smart Zone to Samsung).
Head of GSPN team (Samsungs dedicated software for Customer Care Services).
Prepare monthly and quarterly Field Call Ratio (FCR) and share details with technical wing of Samsung in order to maintain the quality of brand up to the mark.
Address / Evaluate and provide urgent resolution for Dealers / Sales personnels issues.
Warranty & Paid complaints Operations Monitoring / Management (Nation-wide).
Brainstorm new and innovative growth strategies
Keep follow up of long pending complaints / issues and provide solution to maintain brand image.
Advertisement responsibility in coordination with Marketing team.
Focal person for resolution of customer based queries through Samsungs Contact Center (Ufone).
Focal person for complaints execution & Monitoring 87 Authorized Service Centers (ASCs) working under domain of the company in all over the country and resolve their issues in order to keep operations smooth.
Arrange and execution of third party vendors monthly claim payments in coordination with Accounts & Finance team.
Sole Responsible for respond in 12 hours as online customer support email [email protected].
Correspondence with Samsung & resolve issues immediately regarding Service Operations.
Arrange & Monitor Dispatches of parts (nation-wide branches and Authorized workshops working with the company)
Parts planning in coordination with Parts team for fast moving parts and safety Stock.
