Incharge Sales & Service Center/Assistant Manager (Sales and Customer Service)
Telenor Pakistan
Total years of experience :22 years, 11 Months
The key responsibilities for the above mentioned post included
• Ensuring smooth operations of banking products & sales & service center.
• Managing the team of Executives and customer support officers.
• Ensuring Financial targets of banking and gsm products are met.
• Ensuring smooth operations of domestic and international remitances.
• Inventory management.
• Dealing with scheduling issues.
• Managing and conducting audits to ensure zero discrepencies in external audits.
• Overall management of the queues and making sure that daily and monthly service levels are met.
• Creation of strategies to improve over all customer experience and productivity.
• Training and Escalation of serious issues with other Departments.
• Management and distribution of work flow with other departments.
• Running operations for effective Customer Support.
• Creating strategies to reduce Average Handle time of Call Center.
• Restructuring of redundant policies and procedures.
• Coordinating the team in terms of administration and management and advising and assisting team customer related issues.
• Employees counseling and helping them to achieve there targets.
• Making strategies to achieve the targets and reduce un-usual shift activities.
Apart from the above tasks I was responsible for
• Compiling daily and monthly achievements and evaluation reports.
• Deliver Training on Products and soft skills.
• Market Analysis & feed back.
• Effective Team Coordination and dealing with team conflicts.
• Fully trained for Assessment Center operation.
• Looking after other admin issues of the branch.
Areas of Responsibility:
The key responsibilities for the above mentioned post included
• Ensuring Service levels are met.
• Ensuring sales targets are set.
• Managing the team of Customer Relation Officers.
• Escalation of serious issues with other Departments.
• Management and distribution of work flow with other departments.
• Customer Support.
• Escalated Calls handling.
• Coordinating the team in terms of administration and management and advising and assisting team customer related issues.
• Employees counseling and helping them to achieve there targets.
• Making strategies to achieve the targets.
• Training and coaching.
• Traffic Controlling (effective que management)
• Ensuring compliance and over all adherence of call center.
Apart from the above tasks I was responsible for
• Compiling daily and monthly achievements and evaluation reports.
• Quality evaluations of the team and identifying the weak areas for training.
• Market Analysis & feed back.
• Effective Team Coordination.
• Training and counseling of team members.
• Conducting Assessments for the new hiring of the department and fully trained on Assessment Center Operation.
Areas of Responsibility:
The key responsibilities for the above mentioned post included
• Revival of Old and Creation of new Accounts.
• Responding to all sort of Bids, proposals and queries.
• Coordination with several OEM and local vendors and manufacturers to get the best pricing and availability of stock.
• Placing orders for Clients in USA.
• Management and distribution of work flow with other departments.
• Maintaining sales accounts of USA Clients.
• Creating Reports for Quotes and Orders.
• Managing Backorder reports, solving customer issues.
• Pre-sales and post-sales technical and sales support.
• Coordinating the team in terms of administration and management and advising and assisting team members on accounts/customer related issues.
• Team Coordination and Planning.
• Compiling individual and team daily and monthly evaluation and performance reports and etc............
Apart from the above tasks I am responsible for
• Working as a part of the sales team to make effective coordination.
• Clients Query handling.
• Providing training on all of the above as well as customer handling, customer care and all other job related disciplines.
• Updating SAP with required information regarding customers and vendors.
• Escalation of serious issues.
Areas of Responsibility:
The key responsibilities for the above mentioned post included:-
• Managing the team of 20 -30 Customer Service Executives.
• Training and Escalation of serious issues with other Departments.
• Management and distribution of work flow with other departments.
• Customer Support..
• Creation of GPRS and MMS Configurations and techniques to help troubleshoot the errors in Value added services.
• Corporate clients handling.
• Employees counseling and helping them to achieve there targets.
• Making strategies to achieve the targets.
Apart from the above tasks I was responsible for
• Compiling daily and monthly achievements and evaluation reports.
• Market Analysis & feed back.
• Effective Team Coordination.
Areas of Responsibility:
The key responsibilities for the above mentioned post included:-
• Introduction/launching of the new products in the market.
• Leading a team of 10 Sales Representatives.
• Walk-In clients handling.
• Direct Selling.
• Making leads for different business unit managers.
• Retaining and reviving the old accounts as well as creating new accounts.
Apart from the above tasks I was responsible for
• Conducting promotional activities.
• Market Analysis & feed back.
• Clients Query handling.
• Effective Team Coordination..