General Manager (Operations & Trade GCC)
MYGA Trading
Total years of experience :10 years, 8 Months
Directly reporting to CEO and handling Overall Units.
Enterprise Wide Transformation of a trading company. The company deals in premium building material product and is based in UAE with operations across the region.
• Developed business process framework keeping in view leading practices and ground realities.
• Conceptualized, designed, and prepared business process modules of the entire value chain in line with business model.
• Worked directly with client's top management for devising built-in checks and balances to enable process model compliance with internal audit and regulatory requirements.
• Ensured that the process framework enables pre-conceived business model and help the organization perform in line with business strategy.
• Developed policies based on the process model and reflect the adoption of business strategy.
Directly reporting to General Manager and handling Sales and marketing team
Professionally and effectively employs sales skills to achieve targeted sales.
*Increase the level of sales and business mix from individual clients
*Increase share of each market sector
*Research and Database
*Maintain an accurate and current database
*Identify and develop sources of potential clients
*Effectively communicate with clients to gain commitment to purchase
*Maintain regular contact with Key Clients
*Effectively communicate with clients via telephone, face-to-face and written communication
*Develop and maintain relationships which benefit both client
*Overcome client resistance/objections to products
*Advise Managing Director and Sales and Marketing Director of client
*feedback/comments relating to product content and pricing as well as company
performance
*Provide a weekly schedule of planned activities
*Achieve sales activities within specified time scales as directed by Managing Director and Group Sales and Marketing Director
*Targeted tele-sales campaigns to achieve sales
*Be able to match appropriate products to clients’ requirements.
*Be able to demonstrate a full knowledge of all products, relevant selling points and benefits
*Maintain a current and accurate knowledge of competitor products, be able to highlight their disadvantages and promote relevant benefits
*Keep abreast of competitor activity and recommend any necessary tactical action
*Maintain a current and accurate knowledge of products
*Provide time-phased, qualified reports on achievement and activities
*Plan diary to make effective use of working day
*Maintain accurate records of all contacts with clients
*Handle correspondence related to all selling activities
Jan 2008- March 4, 2013
Channel Enablement Department Telenor Pakistan:
Worked as Quality Assurance Officer
Monitoring & evaluating customer’s interaction points and ensuring that these are up to the standards.
Providing awareness on Quality standards, Product, System and Behavioral part
Monitoring Website regarding information placed for the external customers and providing feedback to the System and Process units.
Monitoring IVR to ensure that our customer listen to the right information at the right prompt.
Monitoring Calls of the CROs to control the internal KPI frauds, sales fraud and providing them feedback on daily basis to fix the same.
Monitoring internal Emails replied to the external customers.
Training teams on updated information and processes.
Training the CROs for Behavioral Development. (which is the basic need of today)
Monitoring of sales made by the agent, either they are doing up to the standards or committing frauds.
Fraud Control in sales related calls by evaluating their calls.
Reporting & Analysis (Daily QSL, Weekly Forced VAS Analysis, Fortnightly Team Comparison Reports, Fortnightly Center-wise comparison report, , Fortnightly Callback Analysis, Fortnightly Queue Based Analysis, Fortnightly Unit wise Analysis, Monthly Team Comparison Reports, Monthly Unit Performance Report, Monthly Comparison Report of all centers)
Conduction of Quality Sessions
Daily RYO QSL, CRD Complaints Management, Forced VAS
Development of Huddle Agenda and its Conduction
Identify the areas of development and design/recommend targeted training/coaching for effective and efficient delivery of service.
Process Improvement in accordance with Customer satisfaction
Team Alignment, Calibration, Random Internal Re-Evaluation & External Follow-ups
Conflict Management and coordination with OSPs and other Stakeholders
Process Compliance, AHT Benchmarking, Process Health Check, Maintain Database of Suggestions Shared in Huddles
Act as facilitator between CRO’s and Support Department.
Contribution/ Achievement
Recruitment officer in the process of hiring Quality Assurance and Customer Relation Officers.
Criteria development for evaluation and auditing of contact centre processes, websites, IVR and Emails.
Training on behavioral development.
Training of Telenor Business Partners on Behavioral concerns in Customer Services.
Projects Done:
Behavior Improvement of all call centers including all OSPs.
U Performers improvement
Trainings on soft skills
FTR (Project to control Recall )
Profile Based Routing
Customer Centricity
Customer Insight
CSI (Customer Satisfaction Index)
AHT Reduction
NPS (Net Promoter Services)
CFL (Closed Feedback Loop)
Make It Easy For the customers
October 2006- Dec 2007
TELENOR PAKISTAN Customer Relations Division (CRD)
Working in Centralized Customer Communications in the capacity of Customer Relations Officer since October, 2006 whereby major tasks are:
Handling complaints and solving queries and providing the FCR to Our valued customers.
Catered inbound customer calls and provide First Call Resolution as per company’s policies and procedures.
Follow up on all the activities sharing team workload.
Provide feedback to the Team Leader on issues and challenges with respect to the job and suggest solutions.
Achievement
Awarded as Team of the Month.
Telenor Pakistan CRD Social Club:
In my professional career of Telenor I have also served as 3rd In Command in CRD SOCIAL Club. During that time period I have learned how to entertain the Employees. I have worked for 9 months in CRD SOCIAL Club and my key responsibilities are:
Arranging Different Events
Scheduling of all Employees
Meeting with different vendors for Events
Decoration of whole Premises
Audit Report on all Financial Tasks
Cost calculation of Events
Reconciliation Of Financial Statements
Major Events Organized:
• Worked in the capacity of Sales.
• Marketed the brand Launched By PTC
• Giving awareness about the product by MRM
• Meeting the assigned targets of sale
• Promotion of newly launched Brand
All HR-related queries
Administer HR-related documentation, such as contracts of employment
Ensure the relevant HR database is up to date, accurate and complies with legislation
Assist in the recruitment process
Performance Management
Staff Administration
Payroll & Leave Records
Bank Reconciliation Statements
Filing Returns of Income/Sales Tax
Reconciliation of Financial Statement
Liaise with recruitment agencies
Set up interviews and issue relevant correspondence
Conducting Cognitive and other assessments
Analytic Reports
Company, Business, Corporate and Labor Law
