What do I do?
I give brands a creative edge, with their Operations and Customer Services as well as helping them in their exponential Operation growth, by providing proven solutions to the problems either at managerial aspects or technical aspects.
Currently, I am experienced in?
I am an experienced Admin HR and Operations Manager.
What is my Educational Summary?
I have received my B.Com in Accounting from the University Of Punjab Lahore in 2005.
Companies That I Have Worked in?
I have been working with Companies like Abacus Consulting, Aenzay, and Mobilink, Toyzone.pk, Stationery.pk Printnpack.pk, I Starz Pvt Ltd Jica and Janab.
Area of Expertise:
1) Operations Management
2) Social Media Customer Services
3) Front and back foot operations
4) Business Operations
6) Hands-on experience in Brand Management, Creative Strategy & Operations, with a demonstrated history of marketing in the Services Business, Local Businesses.
7) Profound knowledge in developing effective strategies to maximize ROI and ensuring customer retention, employee retention.
8) Developing communication strategies to increase brand recall and make the customer life cycle seamless across the board.
9) Knowledge of budgeting & forecasting in order to initiate prompt customer-focused activities to strengthen relations & generate ROI.
10) Presentation Skills, and Administration.
I have an overall experience of 18 years. Presently working as Operations Manager with Toyzone 8 years of experience as a Team Lead in the call center industry. Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence, Service Level, and Average Handle Time (AHT). Daily analysis of Automated Call Distribution reports (ACD) to make certain that all metrics were met by providing ongoing performance feedback, coaching, and motivational techniques. Assisted with freight forwarder inquiries. Coached and developed new hires. Maximized productivity by cross-training CSR's to handle all inquiries to meet all daily cut-off times. Coordinated team-building events. Awarded Team Lead of the month 3 times
warded CRO of the month 3 times.
NPS Champion Winner consecutively 3 Months. Awarded Team of the month. I'm writing to apply to your company. I have 10 years of overall working experience in different International Companies and from the last 7 years I am working as a Team Lead (Customer care) for Abacus Consulting, and I believe I am ready to move up to this position. Within six months, I increased our followers by over 50 percent and increased engagement by 400 percent. I'm very proud of that accomplishment. Currently, I'm working to build a following with the best influences in our niche. When I saw the job opening, I knew it was the perfect opportunity to offer you my Customer care people management data management lead management MS Excel MS Word expert team bonding skills, and people skills. I've included my resume so you can learn more about my educational background and all of my work experience. Thank you for your time and consideration. My long-term experience in the service industry has taught me how to meet and exceed each customer's expectations with service that sells. I have assisted all types of customers in all types of settings. I realize that acquiring and maintaining loyal repeat business as well as spreading the word of your business through these loyal patrons is of the utmost importance in every company. Positioning a company for better exposure and greater marketability is a task that I have performed with success many times. I am an excellent trainer who achieves ongoing success with her teams by building morale, maintaining teams' self-confidence, and training them to build the sale by improving their people skills. I am flexible, reliable, and possess excellent time-keeping skills. I am an enthusiastic, self-motivated, reliable, responsible, and hardworking person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using my own initiative.
-Optimize resource to improve productivity and implement action plans to minimize shrink and improve store compliance-Handle all product items with care to ensure that marked out of stock(MOS) is minimized-Manage Marked out of stock efficiently following company calendar guidelines-Maintain a safe working environment for customers employees-Lead inspire the team to deliver process efficiencies-Responsible for developing the best talent with skills to complete the operational job roles-Set goals, support personal development plans opportunities linked to performance-Manage the operational training of store process-Recognise achievements across all level of employees-Manage teams adherence to the brand dress grooming standards-Embrace demonstrate the service philosophy 3 C Model-Support the consistent communication-Coach support the team to create a customer-first culture within all operational efficiencies-Drive operational efficiencies to ensure that the customer experience team can Connect, Convert and Conclude-Handle customer queries ensure the team is trained to the required level to manage to the required level.-Manage delivery processing inventory flow-To ensure daily replenishment requirements are achieved replenishment targets are exceeded-Monitor manages the RFID IPOD processes to ensure daily compliance-Optimize the customer support space to match seasonal changes inventory levels-Ensure compliance to company policy procedures including, cash management Health Safety-Manage store supply requirements expenses within agree on the budget-Manage store opening, closing elements which relate to registers, cash management efficiently to company guidelines, daily reconciliation call out any financial risk to Line Managers
•Recruit, select, train, assign, schedule, coach, counsel and discipline employees•Communicate job expectations; planning, monitoring, appraising and reviewing job contributions•Plan and review compensation actions; enforcing policies and procedures•Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends•Develop operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and shipping•Analyze process workflow, employee and space requirements and equipment layout; implement changes•Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations•Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations•Accomplish operations and organization mission by completing related results as needed•Meet or exceed operations labor budget expectations•Manage staff levels, wages, hours, contract labor to revenues•Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees•Run a safe, injury/accident free workplace•Responsible for all aspects of vehicle and heavy equipment rentals•Establish contracts and pricing and ensuring proper maintenance and serving as primary liaison with utilities and local government agencies, such as fire, police, health and safety agencies•Manage relationships with key operations vendors•Track vendor pricing, rebates and service levels•Review and approve all operational invoices and ensure they are submitted for payment•Serve as primary point of contact when there are customer issues related to equipment quality, customer service, or accidents and mishaps on-site. In particular, this includes any issues on-site at client facilities, such as breaking a fence or tape residue on flooring•Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints•Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation.•Communicate all operating policies and/or issues at department meetings•Work closely with the inventory manager and team to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data, and reduce sub-rental expenses
Ensure all operations are carried on in an appropriate, cost-effective way
Improve operational management systems, processes and best practices
Purchase materials, plan inventory and oversee warehouse efficiency
Help the organization’s processes remain legally compliant
Formulate strategic and operational objectives
Examine financial data and use them to improve profitability
Manage budgets and forecasts
Perform quality controls and monitor production KPIs
Recruit, train and supervise staff
Find ways to increase quality of customer service
Work as a key part of the Online Sales Team. In this role, will oversee the day to day operations of Toyzone.pk & Elephantu.com e-commerce channel, and is responsible for ensuring a best – in – class online user experience.
Build, lead and drive Quality Assurance within Toyzone.pk & Elephantu.com.fr-Manage test strategies, testing standards, testing procedures, test approaches and define how to ensure overall assurance meets delivery expectations –
Find or develop automated tools for unit, functional and integration testing -Liaise with various stake holders, business analysts and project managers –
Produce reports and documentation to keep stakeholders and management up to date -Contribute to the overall web E-commerce based product, suggesting improvements to the product and overall development and testing process-Ensure the site meets or exceeds key performance indicators and goals –
Form productive and efficient relationships with key stakeholder’s internally and externally across online sales
Provide inspired leadership for the organization.
Make important policy, planning, and strategy decisions.
Develop, implement and review operational policies and procedures.
Assist HR with recruiting when necessary.
Help promote a company culture that encourages top performance and high morale.
Oversee budgeting, reporting, planning, and auditing.
Work with senior stakeholders.
Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.
Work with the board of directors to determine values and mission, and plan for short and long-term goals.
Identify and address problems and opportunities for the company.
Build alliances and partnerships with other organizations.
Support worker communication with the management team.
Provide answers and guidance to staff
Support agents to perform their job
Be a Manager
Lead and Inspire
Communicate company news
Improve technical skills
Take overflow calls
Organise engagement activities
Provide assistance to all customers coming to branch and schedule all services calls for customers.
Perform re service for all customers to ensure optimal level of customer satisfaction and resolve all issues.
Perform survey on all present customers and establish quality for all employees and maintain professional relationships with all customers to maintain effective interaction channel.
Monitor all customer requests for service cancellations and recommend appropriate solutions to resolve all customer service issues.
Provide emergency support to all customers to resolve all issues and prepare and ensure compliance to work schedule to meet all business requirements for clients.
Coordinate with call center customer service representative and service manager to resolve all issues and provide support to all activities to ensure achievement of all customer objectives.
Maintain and update customer contact bases and ensure achievement of all promotional sales targets through effective sales referral process.
Ensure compliance to all cash transactions according to required procedures and performance standards and assist to balance all transactions at end of shift.
Monitor and ensure compliance to all branch cash control and security requirements and maintain knowledge on all company products and services and update knowledge when required.
Worked as a data entry operator data received from all over the pakistan refine the data and upload the data in system also maintain the record of data along side mentaning all the data record of dispatching and receiving data divided data by city by territory and by courier level
Maintaining a procurement calendar for both projects
Working with program and technical staffs at the field and home offices including the Project Manager to plan all procurement for the projects.
Receive and process order requests from field team
Specifying and selecting commodities and products, insecticides, spray equipment, , vehicles, office equipment and supplies, etc.
Managing quality assurance procedures in conformity with donor requirements
Negotiating pricing and payment terms
Managing purchasing, payment (in conjunction with the Finance Department), logistics planning and organization and follow-up
Manage efficient and cost-effective shipment of all procured items
Manage Excel and web-based procurement tracking system and processes (SharePoint) and ensuring that up-to-date procurement documentation is posted to the web for review by the Project Manager, the field offices, and the Donor.
Ensure that paper-based filing system is kept current.