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Muhammad Rahat, Asst Manager Operations

Muhammad Rahat

Asst Manager Operations

Rocket Internet

Location
Pakistan - Karachi
Education
Bachelor's degree, Electronics/Communications
Experience
19 years, 4 Months

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Work Experience

Total years of experience :19 years, 4 Months

Asst Manager Operations at Rocket Internet
  • Pakistan - Karachi
  • My current job since March 2013

 Customer Services & Customer Satisfaction
 Business Intelligence (BI)
 Organizational Development (OD)
 Supply chain (Logistics/planning)
 Ware House Management (WMS)
 Inventory Control
 Training & Development
 Vendor Management (Invoicing/Audit)

Asst Manager Customer Services at Dawlance Group of Companies
  • Pakistan - Karachi
  • August 2011 to February 2013

 Complaint Management
 Quality & Training
 Business Development
 People Management
 KPIs & Processes
 Strategy & Planning
 CCR's recruitment via Assessment Centers
 Ensures daily and monthly Customer Care KPIs are achieved
 Ensures improvement in ARPU by up selling higher packages
 Gagging Market Noise and collaboratively working on the resolution of it (Customers & Dealers)
 Quality Root Cause Analysis
 Implemented Skill based Routing
 Product Manager : Microwave, Washing Machine & Induction Cooker
 Enhancing Branch Ambiance

Supervisor Customer Care Operations at Augere (Qubee)
  • Pakistan - Karachi
  • September 2008 to July 2011

 Responsible for managing Customer Care, Churn & Collections
 CCR's recruitment via Assessment Centers
 Ensures daily and monthly Customer Care KPIs are achieved
 Training Need Analysis and execution of timely training for Customer Care Staff
 Ensures improvement in ARPU by up selling higher packages
 Analyzing and raising Voice of Customer
 Root Cause Analysis based upon complaint trends
 Initiated campaigns to urge customers to pay early
 Developed checks & processes to ensure quality sales
 Implemented Skill based Routing
 Budget management
 New sales support/coordination
 CRM understanding
 Achieved Complain handling time (TAT) for Karachi
 Achieved CPE Collection Target
 Report Writing
 Customer Care Coordinator for all regions
 Inter Departmental Coordination

Key Account Manager at Standard Chartered Bank
  • Pakistan - Karachi
  • August 2007 to August 2008

 To brief the products of the bank to customers
 To introduce SME clients to the bank
 Creating, managing & after sales support to the clients
 Generating new clients through existing customers
 Follow up for new sales

Floor Supervisor Productions at A.Z Engineering
  • Pakistan - Karachi
  • June 2004 to December 2006

 Creating and implementation of new processes
 Managing production staff
 Report Writing
 Responsible for all back end Operations
 Internal Audit
 Inventory control
 Product distribution to distributors
 After sales support
 Inter Departmental Coordination

Education

Bachelor's degree, Electronics/Communications
  • at Sir Syed Uni OF Engg & Tech
  • December 2006

1st division

Specialties & Skills

Customer Focus
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Warehousing Operations
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After sales
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Supply Chain
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Warehouse Management
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Communication
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Languages

English
Expert
Urdu
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Hindi
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