Deputy Manager - Customer Services
K-Electric Formerly Karachi Electric Supply Company Ltd
Total years of experience :18 years, 4 Months
Plan and implement the strategies in order to increase the sale as well as revenue of Business Operation Centre.
Manage and improve the quality of Customer Services in order to augment the good will of the company.
Supervise & manage all Business Operations activities / functions, listening Customers to resolve their problems aiming to increase Organization Reputation and improve Customer Satisfaction as per Rule.
Supervise customer service activities at the Customer Service Centre; for all contacts not handled & resolved by Central Call Centre
Supervise programmes & activities at the Customer Service Centre which are designed to provide information to the public regarding electrical safety, energy conservation, load shedding schedules, & KESC activities, plans, & progress; maintain public areas of offices to project good image of KESC to visitors
Provide suitable work place & environment for all employees that report to me; assure that offices are safe, clean, tidy & attractive; assure all necessary equipment and supplies are provided.
Recommend solutions & negotiate with customers and others in the resolution of complaints and problems; provide feed-back; made decisions according to the delegated authority; made company management aware of issues affecting productivity, profitability, or customer relations and propose solutions
Reinvented the Customer Care wheel to create a visible impact to improve the image as a customer friendly company.
Involved in deployment of SAP CRM utility which is aimed to overcome the loops holes of the existing CRM.
Preparation of Para-wise comments/reports against consumer complaints to express the view point of the company at different legal forums (including NEPRA, Electric Inspector, Federal Ombudsman, District & High Courts
In-charge for sales of vehicle tracking systems.
Identifying and developing new business opportunities and initiatives through strategic alliances and dealer-distributor compendiums.
Formulating business strategies and strategic utilization and deployment of available resources to achieve organizational business objectives.
Establishing business goals, short term and long term budgets and developing business plans for the achievement of these goals.
Preparing technical & commercial offers/ proposals/tender documents, along with handling contract / billing related formalities & documentation.
Utilizing the public information and personal network to develop marketing intelligence for generating leads.
Implementing innovative promotional campaigns and ensuring business development.
Reviewing & interpreting competition strategies, monitoring market behaviour and generating MIS reports for the top management to fine-tune strategies
Maintaining cordial relations with customers to sustain profitability of and increased referrals
In-depth analysis of current prices & mode of operations offered to customers by other Non-3S dealerships of Pakistan with respect of Used cars.
Looking after all the customer based requirements & services for more leads across the country at the widest network of Dealerships.
Provide guide line & training to the dealer’s sales staff as well as the owners for buying and selling of used vehicles.
Responsible to create marketing campaign, advertisement & promotional material for the dealerships with creativivity.
Target Setting & allocation of points grading system in Business Score Manual.
Settlement of Auto Insurance Claims & other related issues of dealerships
Develops buyers by maintaining rapport with previous customers; suggesting trade-ins; meeting prospects at community activities; greeting drop-ins; responding to inquiries; recommending sales campaigns and promotions.
Demonstrates automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services.
Closes sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; collects payment; delivers automobile
Negotiation with different Banks for Better acceptable premium rates and other value additions to cater the needs of Auto Finance of Potential Customers.
Contribute to the Company’s goals and objectives and improve market share, customer satisfaction and productivity performance
Co-ordination b/w Pak Suzuki & Pak Suzuki Dealerships for smooth practices of Insurance related services across Pakistan.
Expertise in formulation of Service Level Agreements, memorandum of understandings & insurance based legal issues.
Development and delivery of new product development (NPD) plans
Deal with Insurance Surveyors & Vehicle Tracking companies.
MOTOR DEPARTMENT (NON-LEASING & LEASING)
Provision of Motor Insurance Policies Private & Commercial in timely manner.
Educating Customers regarding motor insurance Clauses for Comprehensive private as well as commercial vehicles.
Claim settlement co-ordination between Claims department & Clients.
Extensive local traveling for new ventures and prospecting around the country.
Dealing with reputed automotive manufacturers of TWO & Four Wheelers, such as PAK-Suzuki Motors, DYL Motors, Hino Pak Motors, Toyota Indus Motors & Optimus Ltd.etc
FIRE (HOUSE MORTGAGE) DEPARTMENT
Dealing with top most Banking Clientele of Pakistan including Standard Chartered Bank, Faysal Bank, MCB Bank, Prime Commercial Bank & Pak-Libya Holding Co.
Renewal Letters Issuance
Dealing with Standards of PLC.
TRAVEL INSURANCE DEPARTMENT
Creating Packages for International as well as local tour for Schengen and Non Schengen Countries.
Work Close with all Tour Operators for Further Business Expansion
Efficient dealing with advertising agencies for redesigning and making of other POP material for travel agencies across Pakistan.
Correspondence at national level.
>Miantain record of the inflow and out flow of the inventory
>Sales order support management
>Report to the key account manager daily at the day end.
>Compile worksheet for slaes department.
>Maintain petty cashbook
>Payroll making
>Co-ordination with other departments.
MAJOR COURSES IN MBA •Marketing Management •Sales Management •Brand Management •Consumer Behavior •International Marketing •Advertising •Strategic Management •Integrated Marketing Communications RESEARCH WORK / PROJECTS Assignment on Motivational & Conflict factor in Organizational Management. Term report on Product Marketing (All rounder Matt Enamel) of Berger Paints Pakistan Limited. Advertising campaign of Gillette Blue II. Marketing plan of Lifebuoy Gold. Analyzed marketing strengths and weaknesses of Unilever products Ways of Story board making and accounts handling in Advertising Agency Technological intervention in selling by Kodak Cameras and lap tops of Toshiba Research work on launching online shopping website in Pakistan Project on role of a leader and leadership in organizational management Assignment on role of government & its intervention in the economic development
