Re-Birth my Career as Branch Manager Customer Services. Promoted as Zonal Manager North.
My main responsibilities were to ensure smooth operations of service centers, branches & suthorized workshops in North Region of Pakistan by achieving

KPIs
Infrastructure improvment
Skill improvement of all technical & other staff
Dealer satisfaction
Sales team satisfaction
Profitibility of service centers
Timely parts availability

Currently performing role as compliance manager customer services. In this role my main responsibilities are to implement & ensure all above tasks are being performed nation wide as per defined policies & procedures.
Highlight grey areas with respect to automation, skills & others and improve on timely so that it will facilitate the owners of operations efficiently. 

• Organize deals to achieve maximum profitability while keeping best level of customer satisfaction.
• Administer dealership activities such as recognition and award functions, dealership teamwork /recreational activities, and group meetings.
• Establish countrywide infrastructure of service centers and formulate strategic business plans to assure profitability, revenue growth, maximum market penetration, brand awareness and client satisfaction.
• Develop and retain strong customer and aftermarket sales team relationships to drive customer satisfaction and revenue growth through customer visits.
• Efficiently formulate monthly report for management about utilization and quality of service work.

• Developed Standard Operating Procedures (SOPs), Complaint Process Simplification & Automation, Tracking, Analysis & Reporting and coordination and facilitation with all territories.
• Sustained high level of professionalism, integrity, customer satisfaction and growth by utilizing a diversity of marketing methods; address needs and requests, adhered to customer service standards.
• Organized and submitted budget/forecasts exercise within timelines; monitored budget accuracy and delivered explanation on deviation from plan to aid management in planning.
• Served as Cooler Refurbishment Executive as part of the Head Office Procurement team and held the credit for redesigning R & M setup.
Key Achievements:
• Created complaints tracking, parts tracking, and inventory management system and initiated cold asset reconciliation and preventive service to all potential customers to reduce complaints by 2% and redo ratio by 50%.
• Led 100% cooler verification activity at location (Asset Management) as well as quality maintenance program of McDonald with the help of TCCEC.
• Established a Model of Cooler Repair & Maintenance in Pakistan as well as reporting line for Cold Asset Department at location.
• Played a key role in enhancing capability of Mobile Workshop: Present at 1800-2000 vs 200-300 before starting project.
• Started refurbishment of compressor of new compressors and devised OE tool to save 2.25M in a year and mature the warranty claims by 7.8M.
• Played a key role in SPPM and CIC formation and implementation and handled approx. 90% complaints.
• Managed outsource feasibility and complaints as well as improved the capability of technical staff by conducting OJT training sessions.

• Organized appropriate training, operated business within the company\'s mission statement, and reviewed working practices to devise an alternative while following safety regulations,
• Served as titleholder of all key quality related initiatives to guarantee smooth operation of customer service center, budget planning, & controls, and delivery of KPIs set.
• Delivered professional and friendly customer service, greeted all customers, and resolved all inquiries and complaints in a prompt manner to ensure client satisfaction and retention.
• Sustained and controlled Redo complaint ratio (not more than 4%) and achieved set bench marks of attending and resolving complaints.
• Regularly provided feedback to the department and corporate management regarding service failures, product needs, and customer concerns.
• Established the Model contract workshops (CWS) in remote areas to generate revenue (against parts and service) as well as reduce warranty cost per complaint.
Key Achievements:
• Improved the benchmark of attending complaints in out station from 70% to 90%, by establishing CWS and base complaint attending percentage from 80% to 99%.
• Acted as member of team being awarded the ISO 9000 certificate & retaining it till end of tenure.
• Awarded 1st position in Service Quality Index during while achieving revenue targets for three consecutive years: 120% (2004-2005), 105% (2005-2006) and 110% (2006-2007).
• Discovered and established five partners of spare parts (Distributors) in base and outstation area and reduced warranty cost up to 10% by delivering training on fault diagnosing to all technical & non-technical staff
• Returned savings of more than 50 units per year from by conducting researches and saved cost by s.1M per year
• Launched mobile workshop on two wheels & four wheels and entertained additional 700 complaints.