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خلاصہ
I am a Resourceful Manager credited with +18 years’ experience in customer services, QA/QC, client/vendor relationship building, implementing strategies on all levels, offering broad-based expertise in, encompassing business operations, employee administration, executive and operational management, and client relations. Armed with well-defined communication, organizational, problem-solving, and analytical aptitudes; coupled with customer services and management skills. Recognized for solid ability to independently multitask, plan, and direct demanding operations and complex schedules. Equipped with proven ability in supervising and training employees, handling new processes, reviewing performance and developing innovative solutions to increase reliability and improve productivity.
My key skills include Cost Reduction and Controls, Operation & Process Analytics, Stakeholder Relations, Risk Assessment & Mitigation, Quality Improvement & Compliance, Recruiting and Staffing Initiatives and Internal System & Initiatives
Currently I am engaged with Craft & Cultures, as an Operations Manager, where I administer budget and brand awareness through social media for marketing, operations and technology. Devise strategic operating plans that reflect longer-term objectives and priorities by the board. Establish and implement programs and services, consistent with mission and strategic plan that meet needs of organization. My professional background and great industrial exposure coupled with an excellent track record makes me an ideal candidate for executive roles. As such, I would welcome a discussion regarding opportunities with your organization that fit my background.
پراجیکٹس
تجربہ
Operations Manager
• Devise strategic operating plans that reflect longer-term objectives and priorities by the board. Establish and implement programs and services, consistent with mission and strategic plan that meet needs of organization.
• Administer budget and brand awareness through social media for marketing, operations and technology.
• Function in close collaboration with consultants to streamline and supervise overall supply chain, and assure best online and offline customer experience.
• Demonstrate principled leadership and sound business ethics; show consistency among principles, values, and behavior; build trust with others through own authenticity and follows-through on commitments.
Assistant Manager - Communication Unit
• Successfully directed workload received by the department in the form of requests, complaints and queries within defined Key Performance Indicators.
• Actively liaised with the senior management and highlighted areas of improvement to different teams in a structured format to match expected level of customer care excellence.
• Interviewed and hired team members in order to set and achieve team members’ objectives and evaluations. Took decision on critical cases from different channels and headed team members in responding to customers.
Key Accomplishments:
• Succeeded in achieving 100% service level in quality teams evaluation conducted in 2014
• Attained 99% in the Quality Monitoring Reports during 2014
• Achieved 95% First Contact Resolution (FCR) in 2014 against the target set of 90% FCR
Team Leader - Escalation Team
• Spearheaded team members and worked effectively with management to handle and share findings of the complaints received from Pakistan Telecommunication Authority (PTA).
• Delivered excellent first rate support to the Manager Communication Unit in formulating reports by the Management / Government Relation Department related to complaints received through PTA.
Key Accomplishments:
• Nominated in the top 100 performers and received Century Club Award for hard work and dedication by the President and CEO of Mobilink in 2007.
• Defined and executed a proper evaluation process within the department-Communication Unit to ensure streamlined and fluent correspondence and achieve business objectives.
Customer Care Representative
• Cooperated with various departments to handle written requests and resolve individual/ corporate customers’ complaints on official e-mail customercare@mobilink.net within the prescribed key performance indicators.
• Addressed customer complaints and concerns by collaborating with employees and ensured the swift resolution of issues to preserve customer loyalty in accordance with company policies.
