Asstant Manager Customer Service
Telenor Pakistan Pvt Ltd.
مجموع سنوات الخبرة :27 years, 4 أشهر
• Plan the operation of the Sales & Service Centre, including manpower, facilities forecasting and problem identification.
• Decision making in order to continuously improve performance of the Sales & Service Centre and meeting KPIs.
• Identifying Sales & Service Centre requirements and coordination with the relevant department to fulfill the said needs.
• Reinforcing rules, regulations and policies of the Organization.
• Implementation and maintenance of effective management systems.
• Keeping the motivation and commitment level of the Sales & Service Center staff high to keep them focused. Aligned Customer Service with strategic business objectives.
• Identifying and arranging trainings through Training and Development team of the Sales & Service Center.
• Designed and implemented the long term Customer Experience Enhancement Program with focus on continuous improvement.
• Review and monitor the current end-to-end customer life cycle to identify measures that will enhance customer experience and satisfaction.
• End to end development and implementation of Customer Service policies, procedures and processes.
• Lead and Drive Quality Management within CS division
• Lead and Drive CRM business requirement documentation and implementation.
Assigned as Senior CSE, responsibilities are to assist S&SC Assistant Manager in running day to day S&SC operations, customer services, inventory management, scheduling, administration, finance, sales, cash handling, and managing all kinds of activities at the WIC as a shift in charge.
- Training & Development. Responsible for the system, product knowledge & process refresher .
- Appointed as Key Person for dealing & guiding the Postpaid Customers and resolving their queries.
- Achieved more than 70 % of total targets assigned to the Sales & Service Center.
- Assisting the S & SC Assistant Manager & team in achieving sales targets & streamlining the sales strategies and Service Center Operations.
- Interfaced with diverse departments across the designated business entity to identify key relevant requirements, and provide service solutions to prevent, incompatibility in service and product flow.
- Enhancing Telenor Pakistan operations, customer services & profitability in Central Region.
Monitoring the Direct Sales as well as the Distribution channels in Local market.
- Monitoring the Import & Exports matters and keep the records of all imported Machinery.
- Supervision of ordering process and timely execution of delivery to the customer.
- Preparation of feedback to client and retailers as per their queries
Develop a Business Plan for Pioneer Industry Pvt Ltd. In which we covered the whole Process for its products, Developed comprehensive Marketing & HR Plan and also did financial analysis.
I got “Post Graduate Diploma” in Management Information System (M.I.S) in 1995 from Punjab University. The major areas of study at Post Graduate Diploma level had been Rational Data Base Management System(RDBMS) in Oracle, Unix Operating System and Local Area Networking (LAN). Have acquired a deep knowledge of function and operation of Lotus 123, Windows 98, Windows XP 2000, MS Office. Principal of Accounting. I have a deep knowledge of Graphics Designing in Corel Draw, Adobe PhotoShop and Photo paint.
Fountain House, Sanat Zar, Leo Club International