概要


  • I am a result focused Business Operations & Customer Service Manager with experience in establishing professional relationships, achievements in operations, customer services, technical support, and new process management.



  • My key skills include Customer Services, Supply chain management, Policies & Procedures Compliance, Strategic Planning & Analysis, Complaint Resolution Skills, Team Building & Training, Customer Service Operations and warehouse management Strategies.


项目

Contact Centre (Social Media, Call Centre)
Implementation of Smart Phone Accidental Damage Program in Business ERP

工作经历

公司标识
Manager Customer Services - Smart phones
Vivo Electric Pvt Ltd
Apr 2021 - 代表 | Lahore, Pakistan


公司标识
Assistant Manager Operations – After Sales Services
Royal Tech Pvt Ltd
Mar 2019 - Apr 2021 | Lahore, Pakistan


Managing & coordinating internally/externally regarding their orders.
Stock Audits, credit notes
Goods Receiving Notes and invoices.
Analysis sales & consumption trends to ensure good stock replenishment plan. Supervise procurement records including order processing sheet (OPS)
Generate reports on procurement and contract activity to meet organizational compliance requirements of Millat Tractors & Al Ghazi Tractors Company.

公司标识
Asst. Operation Manager – Customer Services Smart Phones
Mobile Sales & Distribution Pvt Ltd.
Jun 2014 - Feb 2019 | Lahore, Pakistan


Establish complete Customer Services management regulations, monitoring and evaluate the after sales performance regularly.
Maintains quality of service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
Quarterly on-site inspection and assessment of Nationwide 17 service centers for maintenance of above 100 Personnel’s professional skills, and organize trainings regularly.
Service KPI’s management [Monitoring, Performance Evaluation] for all SVC providers.
Audit spare parts store of customer service centers on site every month, and make reports.
Liaison with Principal/Vendor Companies i.e., Samsung, Motorola, MEIZU, Agility Logistics Pvt Ltd. handling all type of matters & credit management.
Looking after service budget and revenue goals & Manage service cost to be within yearly Target.
Responsible to incorporate the “Best Practices” theory with Current process.
Can be able to handle multiple tasks for multiple individuals, excels under.
Professionally answers to online service portals official website, Facebook page, emails, etc.Advanced computer skills and IT literacy, to include: Word; PowerPoint; Excel; Outlook, ERP and CRM experience.

公司标识
Enumerator/Consultant
Devcon
Mar 2014 - May 2014 | Lahore, Pakistan

Work with team members to reach program objectives. This includes mutual problem solving, providing corrective and positive feedback and arranging organizational support to overcome barriers.
Key Accomplishments:
• Researched numerous verticals to conduct surveys at the sites and formulated survey analysis for senior management.

公司标识
Customer Relationship Officer
Mobilink Telecom
Apr 2013 - May 2014 | Lahore, Pakistan

Optimized team performance and recorded all annual appraisals. Facilitated technical teams in their design and development tasks, rendered keen insight to carrying out team meetings weekly / monthly. Handled customer complaints and queries.
Key Accomplishments:
• Achieved and surpassed business objectives within the time-frames by extensively coordinating with cross-functional team.
• Executed policies & procedures within team and decreased churn by identifying and retaining customer in portfolio.
• Structured processes and procedures for improving revenue against accounts assigned to the team portfolio.
• Conducted trainings for Portfolio Relationship Management team to enhance job & career related skills.

学历

University of the Punjab
硕士, 科学硕士学位, MSc.‎
Business Statistics, Management, Banking and Finance
CGPA 2.5/4
2012
University of the Punjab
学士, 贸易学士, Bachelors in Commerce‎
Business Statistics, Management, Banking and Finance
等级 B
2010
Fazaia Inter College lahore
中级/A级, , Faculty of Sciences‎
Chemistry
2008
Cathedral Higher Secondary School Lahore
大学入学/0级, , Matriculation in Computer Sciences‎
Science
2006

技能

熟练 Business Problems Analysis
熟练 Call Center Development
熟练 Custom CRM
熟练 Customer Experience Management
熟练 Customer Satisfaction Management
熟练 Demand Supply Planning
熟练 Management of Team
熟练 Operational Analysis
熟练 People Management Skills
熟练 Problem analysis and problem-solving
熟练 Purchase Procurement Knowledge
熟练 Record Keeping
熟练 Relations Management
熟练 Solid Computer Skills
熟练 Spreadsheet Navigation
中级 SPSS
熟练 Stress Tolerance
熟练 Strong Management Skills
熟练 Supply Chain
熟练 المهارات الهاتفية
熟练 عمليات خدمة العملاء

语言

初学者 西班牙语
熟练 英语