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概要
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12+ years professional experience in the field of Customer Care/Operations, in two reputable organizations i.e.IBEX Global Pvt Ltd and currently associated with UFONE Pvt Ltd in the post of Business Partner,I have Providing operations leadership to the company having 600+employees globally.
Looking a management level position in a well established organization that will enable me to utilize my strong organizational skills and educational background,
Expert Working in Essential Operations Work codes & categories as following.
• Negotiation Management
• Complaint Tracking & Complaint Stats Management
• Workforce Management / Forecasting Management
• SOP's / Law's Implementation Management
• Time Management/ Conflict Management –Operations
• Operations Financial Reporting & Analysis/Market Comparison
• Client Follow-up
• Sales Part
• MIS/Reporting Analysis (WTD,MTD,QTD&YTD)
• People Management – Operations
• Recruitment & Performance Management
• Human Resource Functions
• Procurement
• BPO/Call center mechanism
• IT
• Business Process Improvement Specialist
• Customer Interaction Specialist
• Performance and Process Audits
• Business Analysis
• Strategic Planning
• Project Management
• Team Player
• Motivating
项目
工作经历
Zonal Sales Manager
Working as an Zonal Sales Manager & Taking care of Zone K1 under the Team of 25 People
Regional Distributor
Business Partner
Complete documentation for assigning anything to the retailers.
To assist in implementation and maintenance of highest level of quality systems within the Franchise.
To resolve retailers/FSOs/Customers/Ufone management Issues on timely manners
Providing suggestions that how to increase retailers satisfaction & how to Increase sales part on Monthly basis
To implement and support company policies and procedures
To resolve employees issues.
To motivate the employees to meet given targets and ensure continuous improvement.
Market back checks to ensure the availability of product at retail universe.
Promoting new offers /launches at retail level through channel.
Special focused on high revenue generating sites/areas.
Promoting ROPs and execution of different promos till grass root level i.e. retail universe, to facilitate/oblige both the retail and franchise channel.
Promoting location based promos and offers to get maximum out of it.
Regular monitoring of sales and distribution KPI.
Ensure achievement of monthly assigned secondary sales targets
Training of franchise and retail staff.
Roll out of new products at distributor and retail level.
Ensure new outlets development/ re-activation of outlets.
Ensure compliance with all company policies, procedures and practices.
Senior Operations Supervisor
Complete documentation for attendance tracking including absences and tardies.
To assist in implementation and maintenance of highest level of quality systems within the call center.
To supervise the regular monitoring and evaluation of the performance of each CSE with respect to the quality matrix
Provide agents the support, guidance, and necessary training required for the successful handling of calls
To implement and support company policies and procedures
To create sense of ownership among the employees.
To resolve employees issues.
To motivate the agents to meet given targets and ensure continuous improvement.
Ensure compliance with all company policies, procedures and practices.
Operations Team Lead
Complete documentation for attendance tracking including absences and tardies.
To assist in implementation and maintenance of highest level of quality systems within the call centre.
To supervise the regular monitoring and evaluation of the performance of each CSE with respect to the quality matrix
Provide agents the support, guidance, and necessary training required for the successful handling of calls
To implement and support company policies and procedures
To create sense of ownership among the employees.
To resolve employees issues.
To motivate the agents to meet given targets and ensure continuous improvement.
Ensure compliance with all company policies, procedures and practices.
Customer Service Representative
Follow-ups with customer concerns.
Provide resolutions to customer.
Positive attitude.
Ability to work under extreme pressure
Met targets in define timeline
