Haroon Yousaf Rana, WFM Executive

Haroon Yousaf Rana

WFM Executive

contact center company

Location
Saudi Arabia
Education
Master's degree, Marketing
Experience
17 years, 9 months

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Work Experience

Total years of experience :17 years, 9 months

WFM Executive at contact center company
  • My current job since February 2015

• Preparation of Daily, Weekly & Monthly reports on performance of the process.
• Preparation of reports detailing the KPI achievements of the process.
• Preparing reports on the performance of the agents which provides detailed current and historic performance on various metrics like Login hours, Break usage, Average Call Handling Time, Calls taken etc.
• Tracking and reporting the Violations with regard to Shift adherence of the employees, delivering the scheduled login hour etc.
• Preparing (Attendance) report for staff.
• Maintaining Payroll of the employees and Leave management which will act as the input for salary processing.
• Providing data for analytical purpose and for presentations.
• Database maintenance for Outbound Campaigns and daily Lead Allocation to the agents with different strategies provided by Ops.
• Alerting the Management on occasions where there is a drop in the performance of the
Processes by SMS instantly and by E-mail detailing the Intraday performance and
Reasons for Non achievements

Field Controller/Supervisor at Abana enterprise Group Co
  • Saudi Arabia - Riyadh
  • January 2013 to December 2014

• Manage eight to ten teams nationwide.
• Coordinate with Stc for work assignments.
• Manage supply chain of equipments, tools, installation accessories and vehicles.
• Assign areas to teams and send workforce according to workload and area allotted by Stc.
• Extract data from Stc portal and prepare workload for installation teams.
• Allocate workload to installation teams according to the client appointments.
• Coordinate with the Team and follow up with the client.
• Guide all installation teams on the road through GPS and digital mapping for the client location.
• Arrange legal Documents (tasreeh) and access cards for main distribution Frames.
• Follow up with installation team in installation work and configuring the routers. and modems and coordinate with Stc for the confirmation of connectivity.
• Process client satisfaction documents with client through installation team.
• Push them for work and keep track of their activates.
• Maintain daily attendance of the workforce and discourage work related violations through legal actions.
• Prepare daily weekly monthly and yearly work report according to the work completed.
• Maintain and prepare supply chain report coordinating with Stc warehouse and Abana warehouse.

Technical Support Specialist at GO - Etihad Atheeb Telecom
  • Saudi Arabia - Riyadh
  • March 2011 to December 2013

• Serves customers by providing product and service information; resolving product and service problems.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.
• Handling all sorts of problems with customer's
• - Supervising customers with margins & facilities.
• -working on Complaints TKT's processes &procedures, and set the SLA between other departments\sections.
• -Assign Complaints cases to the specialized proper Complaint team members, and produce weekly\daily complaints reports,
• - Initiated & managed GO Customer Care’s internal & external projects serving all its sections (Front Office, Back Office, Telesales, Royal & VIP, Service Center, Complaint & Retention, ).
• - Analyzed different GO Voice & Data products business requirements (CPE, Dongle... etc).
• - Analyzed various GO customer segments’ needs (Residential, SOHO, ... etc).
• Problems Escalation and follow-up of cases requiring further action.
• Dealing with inbound and out bound calls
• Guide inbound and outbound representatives to improve their productivity
• Work with customers to ensure that contractual service expectations are exceeded
• Update the existing databases with changes and the status of each customer/prospective customer
• Adhere to latest training and support standards and procedures.
• Meet established and new productivity, effectiveness, training, sales and quality goals
• Retain and apply large amounts of product, procedure and policy and system information
• work in a highly-structured environment - take scheduled lunches and breaks
• accept and incorporate constructive feedback to improve performance

manager at agricultural farm
  • Pakistan - Faisalabad
  • July 2009 to December 2010

I have been managing my family agricultural farm in Pakistan from July 2009 dec 2010
i haven controlling ten to fifteen people .for different operations

Product development through coordination with marketing /sales /merchandising. at MSTERHAFT (PVT) LTD, Lahore Pakistan
  • Pakistan - Lahore
  • February 2006 to May 2009

• Assist Marketing team in coordinating various integrated communication and marketing activities.
• Interfacing with client and vendor counterparts and building up relationships with marketing suppliers (email, direct mail, online marketing vendors)
• Coordinate for a wide range of marketing communications.
• Execute a wide variety of details that involved in direct mail, email broadcast campaigns, outbound calls, marketing trade shows and events, public relations,
• Customer communications, media advertisements, promotions, and other marketing plans.
• Keep track of campaigns prepare performance analysis reports of previous campaign and making recommendations to concurrent and post programs.
• Maintaining open lines of communication with all organizations and providing prompt answers to client and vendor requests
• Developed standardize presentations and sales scripts.
• Writing and maintaining content and providing monthly updates to company website.
• Producing quarterly newsletter and distributing it to email marketing list of company.
• Developing lead generation plans with targets, measures, and objectives.
• Work with customers in developing case studies, references, and testimonials.
• Coordinate with global teams and assist in development of new products.
• Administer efficient working of cross functional team and maintain interpersonal relations.
• Manage customer services and maintain effective professional relationships with vendors and agents.
• Assist merchandising department and sourcing teams for all product development.
• Assist all vendors to select appropriate color and various components.
• Manage all production problems and ensure timely resolution for same.
• Monitor development process and ensure compliance to schedule and timeframe.
• Evaluate all materials for vendors and ensure compliance to standards.
• Coordinate with agents and design new methodologies for product development.
• Provide appropriate reports and assist in technical production to team.
• Motivate and develop direct reports. Provide appropriate guidance and support.
• Analyze current marketing trends and ensure consistency of styling with same.
• Design and maintain master spreadsheet for product development and prepare appropriate reports.
• Review all new orders and ensure accuracy of all quantities.
• Ensure compliance to all instructions from manufacturer.
• Analyze all customer requirements and industry trends and develop new product development programs.

Education

Master's degree, Marketing
  • at University of Sindh, jamshoro, Sindh, Pakistan
  • September 2005
Bachelor's degree, managment
  • at Punjab university lahore
  • September 2001

I have been studying these all subjects during bachelors and I have solid grip on this fields of arts and humanitarian subjects

Specialties & Skills

Marketing Communications
Import and Export
Call Center
Customer Service
bussiness development
marketing communication skills
marketing management
category management
marketing research
CRM management
competitor analysis
customer care skills
sales coordination
marketing channel management
admin management

Languages

Arabic
Expert
English
Expert

Training and Certifications

customer care training (Certificate)
Date Attended:
March 2009
Valid Until:
March 2009