عارف حسن

Identifying primary thrust areas of business through market surveys and analysis. Designing/ implementing strategic marketing and business development measures to optimize sales, customer service.

Planning, executing and monitoring the integrated marketing and promotion activities for the segment, implementing promotional/ campaign strategies in coordination with other governmental and non-governmental entities to provide tangible results within specified budget.

Researching present/ future market opportunities/ trends with the objective of recommending to senior management suitable strategies and tactics to exploit these opportunities for sound and profitable growth.

Directing overall activities of the sales and marketing team, handling all aspects of their training and conducted performance reviews periodically to maintain a motivated team.

Recommending integrated media and communication solutions against business priorities, revenue goals and customer satisfaction metrics to the senior management.

Responsible for product promotion and brand proposition, performing market research and arriving at right media pathways to promote operations.

Contacting all external marketing support agencies such as advertising agencies, media buying agency publishers, direct marketing agencies etc. Reviewing, negotiating and executing projects with vendors by maintaining quality and ensuring budgets are adhered to.

Evaluating overall results of plans in terms of turnover, profit and share of marketing volume in addition to planning for the future by attending press conferences, economic forums, social events, trade show and exhibitions.

Preparing weekly reports and updates for the use of management, conducting periodical reviews with managers on key accounts critical to revenue achievement.

Contributing to the planning, development and systems integration of service center and managing all operations of the service center to provide excellent delivery service standards and enforcing a positive customer experience.

Recruiting to build a team with requisite skill sets and aptitude. Mentoring and supporting performance appraisals/trainings to maintain a motivated workforce.

Mentoring all the customer service executives by providing them with complete knowledge about the business, system, standards and motivating them by sharing best practices, also offering advisory guidance on a daily / weekly basis to achieve the set targets and standard levels.

Liaising with department heads, including service centers to ensure timely delivery of quality center services for clients across the regions.

Maneuvering the existing business forward by identifying new, profitable opportunities and converting them into commercial contracts, providing prompt, accurate and courteous service to all customers.

Superintending day to day operations and supervising products/ services to manage the centers effectively and profitably and ensuring smooth work flow within branch in both service and teller area.

Developing client specific sales strategies, formulating innovative ways to boost the organizations turnover and through initiating new client relationships.

Ensuring all service clauses are duly adhered to and all complaints are addressed within a reasonable time frame.

Establishing overall directions, process flow and standards in the customer contact center to deliver targeted results.

Enforcing positive customer experience by promptly responding to customer's requests and inquiries via phone, fax, Email and in person.

Supervising various activities viz. performance of team members, achievement of targets on weekly/monthly basis and reporting the same to the Head of Department.