Sales Operation Specialist
Nayef Al Harbi Group
Total years of experience :18 years, 10 Months
Area of Responsibilities:
Help maximize volume and revenue in a defined territory.
Provide support to management and frontline employees with varying job responsibilities including logistics, distribution and customer service.
Build and maintain strategic partnerships with customers and drive customer satisfaction through superior service and execution
Maintain high levels of execution through efficient route sales and delivery, customer orders, productivity attainment, analysis and effective staffing
Activate local and national marketplace initiatives and promotions to build brand development and maximize brand performance
Effectively lead overall warehouse operations through consistent product availability, warehouse productivity, inventory, asset preservation and cost reduction efforts
Develop the organization by managing performance and developing individual capability
Ensure the team delivers volume and revenue results while managing costs
Using ERP, CRM and Microsoft Office suite for my work management with full professional on hand experience.
Area of Responsibilities:
Plan, schedule and prepare production order details;
Correlate planning and scheduling with machine loading section;
Compile and prepare material requirement orders for inventory;
Issue requisitions for new and special materials;
Revise and reschedule orders when necessary;
Establish manufacturing lead times; collaborate with inventory control, purchasing, engineering, tool room to coordinate schedules;
Prepare reports; maintain files and records; assign work, instruct production clerks.
Distributes work orders to departments, denoting number, type, and proposed completion date of units to be produced.
Compiles reports concerning progress of work.
Maintains inventory of materials and parts needed to complete production.
Additional responsibilities included scheduling and supervising deliveries all over kingdom.
Worked on ERP, and Microsoft office suite as per job requirements.
Area of Responsibilities:
Supervision of the Quality Department Customer Operations.
Keen monitoring of team member’s performance in order to keep profiles.
Preparation of Performance Reports. Customer Operation’s Performance Dash Board based on CRM.
Monthly, Weekly & Daily Performance Analysis.
Trends & Complaints Analysis.
Complaints & Aging (Resolved & Pending) Analysis.
Customer Operations Department Performance Report Monthly. Product, Area and Fault wise Complaints Analysis.
Quarterly, Half Yearly & Yearly Comparison Reports.
Preparation of Bench Mark Report Monthly. Preparation of Employee of the Month in Customer Operation Department.
Customer Service Center’s Walk-Ins & Revenue Analysis. Ensuring first Call Resolution with successful execution of plans devised by Head Contact Center to keep service level as per industry standard.
Following the directions given by Quality Manager Customer Operations. Execution of plans devised by Quality Manager Customer Operations to keep the services level (Contact Center) as per the defined target and expectation
Effective queue management of shift by Hourly Calls Load Analysis.
ASA (Average Speed of Answering) & ATT (Average Talk Time) Analysis.
Trained newly hired employees on company’s policies and procedures and provided daily refreshers regarding business updates.
Evaluated the CSR’s calls for quality assurance on daily basis and made sure to provide the proper feedback.
Conducted one to one counseling sessions to exceed work quality and provided the coaching sessions as and when demanded by the team members.
Created training modules for CSR’s on motivation, team building, customer handling, value added phrases and intra departmental working procedures.
Skills in Use: CRM, Analysis, Customer Services, Quality Assurance, KPIs & SOPs Monitoring, Training, Mystery Shopping, MIS Coordination, Dash Board, Departmental Performance Analysis, In House Application Deployment, Team Building.
MBA (Marketing) Allama Iqbal University Islamabad
Major subjects were Journalism & Persian.