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概要
I am an electrified, goal-oriented and highly skilled Operations Management Professional leveraging over ten years of diverse experiences in all facets of management, operations, sales and customer service within courier industry. Achieves the desired results for on-time deliveries, system updates, productivity, and cost per piece, profit and courier route management. I am a highly committed professional with strong experience identifying customer requirements, implementing a scheduling system, and creating a work culture that rewards teamwork and co-operation. Consistently achieve record-high customer contentment rankings, improvements to the bottom line, and turnaround of underperforming operations in fast-paced environments. Respected builder and leader of customer-focused teams; instil a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.
My key skills include Operational Performance, Staff Training & Leadership, Fleet Management, Customer Satisfaction, Performance Evaluation, Relationship Management, Team Leadership & Training, Client Satisfaction Enhancement, Inventory Control, Effective Communication, Complex Problem Solving, Time Management, Administrative Support and Cold-Calling Proficiency
Currently I am engaged with TCS Private Limited, as an Operations Manager, where I achieved continuous improvement and innovation in all aspects of business processes and operations to increase revenue, sales, client satisfaction, and operational effectiveness. Attached is my resume which showcases my progressive experience and successful track record for leading successful initiatives. 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.
工作经历
Operations Manager (Officiating)
• Played a key role as an Operations Manager and supervised overall operations of entire Faisalabad area spread over 81 active locations across Punjab and KPK.
• Achieved continuous improvement and innovation in all aspects of business processes and operations to increase revenue, sales, client satisfaction, and operational effectiveness.
• Created a positive environment for staff to promote teamwork and collaboration within different functional units.
Manager Customer Care
• Formulated customer care team performance reports by collecting, analyzing, and summarizing data trends, and resolving customer issues and queries by collaborating with operations team member.
• Successfully hired, trained, and developed customer service agents and cultivated an environment to create engaged customers, facilitate organic growth, and improve customer service experience.
• Formulated and retained accurate records, documented customer service actions, retained industry’s developments, and utilized assets to achieve qualitative and quantitative targets.
Assistant Manager Customer Care
• Actively liaised with customers by telephone or face-to-face and addressed customer complaints by collaborating with employees to assure swift resolution of issues to preserve customer loyalty in accordance with company policies.
• Established productivity statistics for the agents to compliment corporate-specific metrics. Cooperated with team members to achieve customer goals, while providing quality customer service.
• Evaluated all relevant information to handle product and service inquiries, process orders, forms, applications, and requests, and organize workflow to meet customer periods.
• Established and executed customer service procedures, policies and standards in department and steered meeting with other managers to discuss possible improvements to customer service.
• Delivered feedback on efficiency of the Customer Care process and represented legal consumer courts queries with legal council on the behalf of TCS.
Assistant Manager Customer Services
• Interacted with customers by telephone, email, letter, and face to face to investigate and resolve customers’ complex or longstanding problems passed on by customer service assistants.
• Efficiently created and retained accurate records of discussions and coordinated with customers to examine statistics or other data for providing level of customer service.
• Implemented customer service procedures, policies, and standards in the department and conducted meeting with managers to discuss possible improvements to customer service.
Customer Service Officer
• Increased customer satisfaction by quickly responding and directing calls to appropriate individuals. Developed long-term client relationships by effectively communicated with team members.
• Created a work culture that rewards teamwork and cooperation to identify customer requirements. Engrossed potential customers by suggesting information about products and services with features and benefits.
Customer Services Assistant
• Attracted potential customers by answering product and service questions, suggesting information about other products and services, and determining product or service problems by clarifying the customer's complaint.
• Generated service reports by collecting and analyzing customer information as well as selected and explained best solution to solve problem, expedite correction or adjustment, and followed up to ensure resolution.
