概要

Results driven professional with over 18 years experience managing and delivering exceptional standards of service & collective business objectives with documented track record in Customer Services, Purchase Planning, Stock Aging Management, Forward & Reverse Logistics Management, Inventory Review & Periodic Audits, Assembly Line Production Planning, Bench Marking, Consumer Market Analysis, Vendor Negotiations, Staff Sourcing, SLA & KPI Control/ Monitoring. 


Experienced in leading operational activities of Production Planning, IQC/OQC (Quality Control), Service Center Management, TV (LED, Android & Smart Series) / Mobile Phones / Home Appliances / IOT gadgets. Instrumental in developing new models of and conducting technical training. Excel at development and implementation of Service Policy & Localization to improve performance output and wow customer experience.


项目

Establishment of Huawei Mobile Exclusive Service Centers in Pakistan
Maitrox Xiaomi Warehousing & Spare Parts Management Project

工作经历

公司标识
Project Manager
Maitrox Enterprise Services Inc.
Jan 2022 - 代表 | Lahore, Pakistan

Supply chain Management, Overseas service Parts & planning, Warehousing, high dimensional Logistics including Reverse Logistics Management, annual/semi-annual & quarterly budget planning & implementation, localization of global service policies, service operation improvement planning, Authorized Service Partners handling, and service experience officer: 
Bi Annual/Annual/quarterly target setting along with action plan, while collaborating with HQ teams and regional office team for achieving the target results. Overall target KPI achievement, service annual budgeting

Formulation of Project Management & Budget
Promotion, Supervision & Control Before Project Landing
Supervision After Project Landing
Risk Control
Emergency situation Handling
Management of domestic & overseas Service Providers
SLA with Local Partners & Vendors
KPI assessment & Improvements
Process Optimization Implementation
Manage & Monitor Domestic & Foreign Logistics for both forward & Reverse Logistics
Warehouse Establishment & Staff sourcing
Setup of Import Export & clearing team hiring
Sales Parts Recycling
Local Company establishment 
Coordination with Government Departments such as SECP, FBR
Local Bank Account opening and coordination with China Finance Team for cross border payment settlement
coordination with Local Partners for account receivables
Conduct Periodic Audit & Reporting

公司标识
Head of Customer Support (Device Business)
Huawei Technologies Pakistan (Pvt.) Ltd.
May 2016 - Nov 2021 | Lahore, Pakistan


Customer Experience 
Monitor & Control Online & Offline Service Teams
Manage Call Center Operation
Service Budget Review & Control
Service Marketing
Service Partners SLA creation & Renewal
Localization of Global Service Policies
Service Network Expansion 
Service Trainings 
KPI Monitoring & Improvements
Service Solutions & Special Customer Handling
Service Campaign Design & implementation
Successfully Organize & conduct Service Trainings to 4 Service Partner Teams (76 Technicians)
Establishment of Service Center Network Expanding from 5 cities to 15 Cities across Pakistan
Design & run Service Campaigns for customer benefit Monthly for consecutive 2 years
Establish successfully 350 plus Service Collection Points in those cities of Pakistan where Service was not available
Collaborate Service Pickup facility with TCS Courier in 500 plus locations in Pakistan

公司标识
Head Customer Services Division
Samsung EC Pakistan (Pvt.) Limited
Sep 2010 - Sep 2015 | Lahore, Pakistan


Direct Policy Creation
Plan Annual Budget & Approve with Regional ME Team
Organize Technical Trainings of Consumer electronics Newly launched Products
Plan & Implement Service Activities including Service Campaigns & Discount Schemes
Implement Localize Service Policies to Samsung Service Distributors  
Manage Service Network Expansion in Pakistan & Afghanistan of Different Consumer Electronics Products such as LED/Plasma/QLED TV, Samsung Commercial displays & Video Walls, All white good including No Frost/ Direct cool Refrigerators, Front/Top Load Automatic Washing Machines, Microwave Owen, Vacuum Cleaners, both Inverter & Non-Inverter AC, Commercial AC including DVM, Samsung IT Product including Laptops, Printers, Scanners, Data Projectors, Samsung Digital Lense Camera    
Service Agreement Management
Spare Parts Procurement & Audit Controls
New Product Launch 
Successfully Create & stand New Product (LCD, LED & Plasma TV) Service Distributor Orient Electronics with localized Service Policies to Support Samsung TV Customers in 2010 & 2011 
Setup & implement New Samsung Customer Call Center with Toll Free No. & with a team of dedicated products Agents to provide both Offline & Online support to Samsung customers in 2011
Establish & expand TV & Home Appliances & Audio Video products Service Network to 20 cities in all 5 Provinces of Pakistan - Orient 2010~2012, Smart Zone 2012~2013
Successfully Monitor & maintain Service KPIs to be top 3 achievers in MEA Region From 2013~2015 

公司标识
Executive CSD with role in Procurement & Technical
Sony Gulf FZE Pakistan Representative Office
Jul 2004 - Mar 2010

公司标识
Manager Customer Service . Manager QC
LG New Allied Electronics
Feb 1998 - Jul 2004 | Karachi, Pakistan

学历

Sir Syed University Of Engg. & Technology Karachi.
学士, , BE in Electronics Engineering‎
1998
KARACHI UNIVIERSITY
, BSc (Pass) (Phy-Math-Stat)‎
Mathematics, Physics, Statistics
等级 C
1993
Aligarh Institute of Technology (AIT)
大专, Diploma of Associate Engineer (Electronics)‎
Digital Electronics, Microwave & Radar, RTV Electronics
Completed
1993

技能

熟练 Business Development Strategies
熟练 Inventory Control
熟练 Managerial Skills
熟练 Process Operations Handling
熟练 Technical Project Leadership

语言

熟练 英语
熟练 乌尔都语
初学者 阿拉伯语
中级 旁遮普语