Manager
Mobilink
مجموع سنوات الخبرة :17 years, 4 أشهر
• Achievement of all assigned targets to Business Centers with special focus on postpaid and prepaid sales, pre to post conversions, MNP, VAS, PRBT and Data services upselling
• Ensure smooth operations of branch less banking by opening M-wallet accounts and domestic financial transactions through Mobicash.
• Responsible for achieving maximum Customer Satisfaction through overall results in all the five dimensions of performance criteria, i.e. Customer satisfaction survey, Random activity monitoring, Bi-Monthly snap training and quizzes, Electronic queue management and Mystery shopping survey for service center, and maximize FCR
• Development of Business Center channel in terms of training of team, service level enhancement and improving overall performance
• Overseeing & handling of administrative issues. Maintain overall environment including upkeep of all centers.
• Ensuring that sales are supported through customer care center and staff is fully aware of VAS, bundle offers, handsets, laptop setting, broadband equipment and related products policies and procedures thus retaining customers and avoiding churn.
• Performance evaluation of team and regular feedback and coaching for improving customer experience and scheduling & managing job assignments of team accordingly
• Coordination with different departments to manage overall center's business
• Training needs analysis of team & arrangement of relevant trainings accordingly. Special focus on VAS and data services upselling
• Ensure proper handling & resolution of all escalated cases, availability of systems & tools at business center, assurance of data security and ensure100% implementation of CS charters
• Escalation of Network related issues and keep follow-up with technical department for resolution in order to ensure optimum delivery of network in terms of coverage, quality and connectivity in given area
Franchise network:
• Responsible for achieving maximum customer satisfaction in the dimensions of performance criteria i.e. customer satisfaction and mystery shopper survey, EQM analysis, Bi-monthly quizzes of staff and data posting in CRM.
• Ensuring smooth operations of franchises in given Zone as per SOPs defined
• Ensuring that sales are supported through franchises and staff is fully aware of VAS, bundle offers, handsets, laptop setting, broadband equipment and related products policies and procedures thus retaining customers and avoiding churn.
• Hiring and training of staff for franchises
• Investigation and resolving customer issues on merit and case to case basis and also allowing complementary waivers to redress their grievances to avoid churn
• Evaluating performance of franchises as per KPIs defined and preparing score card to identify weak areas and take effective measures to improve them
• Auditing franchises for Sim inventory, POS material, computer hardware and software and post-paid billing.
• Escalation of Network related issues and keep follow-up with technical department for resolution in order to ensure optimum delivery of network in terms of coverage, quality and connectivity in given area.
Retailer network
• Identification of retail outlet and engaging it to JSP (Jazz service point) contract
• Responsible for achieving maximum customer satisfaction in the dimensions of performance criteria i.e. number of sim changes, recreations, MNPs and VAS upselling
• Ensuring smooth operations of customer care retail network as per given SOPs
• Hiring and training of staff for JSPs
• Monitoring expenditures according to the budget prescribed by the authority
• Auditing expenditure bills as per codes and procedures as per Government legislation
• Maintaining books and accounts as per the procedures of the institution
• Inventory Management through books from various departments of University
• Investigation of financial misconducts if observed from claimants and settle as per codes and procedures
• Handling audit objections raised by the external audit
• Pioneer team member of introducing double entry accounting system through external consultants Ferguson Associates
• Detected duplicate bills and reduced the expenditures to sizeable level
• Effectively monitored budget by prioritizing expenditures
• Reorganized reconciliation of accounts on computers parallel with the manual book keeping of the institution
• Designed computerized module for payroll of employees
• Formulated model of bill tracking and evaluation process.
• Representative of BP Solar power back up systems, CAMP advance defense and hiking solutions, Prom energoremont (Russia) through their agent Trillium Pakistan for Sindh and Lower Punjab
• Consulting clients for alternate products and solutions based on quality to run their projects efficiently
• Explore new accounts and build strong rapport with corporate accounts to enhance business
• Database collection for effective liaison
• Formulate customized packages and corporate deals for various segments
• Won contract for the Company worth 18 million for repair and maintenance of a Russian power generation unit at WAPDA thermal power station Muzafargarh.
• Won contract for supply of power back-up batteries worth 3 million for Lakhra Coal power station.
• Effectively handled and received business worth approx. 10 million from SSGC in terms of small quotation works.
• Received business worth approx. RS. 15 million from different Companies i.e. PPL, PARCO, LASMO and etc.
• Monitoring of site work of 2.8 MGD water filtration plant worth 80million at Sukkur in consultation with NESPAK Engineering and executants Public Health Engineering Department Sindh at Sukkur.
• Execution of work as prescribed in designs
• Ensure timely completion of project
• Hiring and managing human resource at site in such a way that it should be more productive and cost effective
• Inventory management
• Effective working relationship with Consultants and Executants.