Summary

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

Experience

Company Logo
Assistant Manager After-Sales.
Al-Fatah Electronics.
Dec 2017 - Present | 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.

Company Logo
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.

Education

Peak Solution College
Diploma, ‎
Computer
Completed
2012
University of the Punjab
Bachelors, Bachelors in Arts, Bachelors in Arts‎
B.Sc (Hons)
Percentage 46%
2012
Lahore Institute of Technical Education (LITE)
Certification, Web Development Course‎
HTML, DIffrents Tags and Usage of Dreamweaver
Completed
2012
BISE Lahore
Intermediate/A-Level, Faculty of Arts, Intermediate‎
Chemistry
Percentage 45%
2009
Lahore Board
Matriculation/O-Level, Matric in Science, Matriculation‎
Chemistry
Grade A
2005

Skills

1 yearComputer Hardware software
2 Years Corporate - Procurement / Administration Departmen
4 Years Custom CRM
4 Years Customer Care
2 Years Individuals / Consumers
Less than 1 YearREMOTE MANAGEMENT
Less than 1 YearWeb Live Chat

Languages

Intermediate Punjabi
Expert Urdu
Expert English

Companies Followed

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Waqas Contacts

Muhammad Bilal NONE Awan
Amadeus Pakistan