Muhammad Ali
Profile URL Available.
Manager Product Support
Rozee.pk
MA International Management
University of Sunderland UK
Summary
I bring along close to 8 years of hallmark career in field of Telecom/Customer support/Customer Care while significantly contributing in enhancement of the capacity & productivity of the organization, with an excellent set of leadership skills and commitment. Completed MA International Management from University of Sunderland, UK. I possess proven Expertise that include Team Management, Leadership Development, excellent interpersonal skills, negotiation skills, Personnel Management and Cross Cultural Team Management Skills.
My key skills include Internal Management, Team Management, Process Management, Complaint Management, Turn Around Time Management, Team Planning Customer Services, Performance Appraisals, Time & Stress Management, Team Building and Quality Checking. I have strong Customer Relationship, Employee Relations, Strategic Leadership and Cross Functional Team Management skills.
During my carrier progression I have received several recognition. Successfully completed all the projects that were given to me including taking care of the Event Management Team at CMPak Regional Office Lahore.
My professional background and great multinational exposure coupled with an excellent track record makes me an ideal candidate for senior executive roles.
As such, I would welcome a discussion regarding opportunities with your organization that fit my background. Please feel free to contact me by phone or email.
Experience
Manager Product Support - Rozee.pk
2017 - 2017
• As a Manager I'm looking after the team and making sure the tasks assigned to them are being completed on time, and i also assist in meeting the targets on time. Also, making sure that team is successfully providing valuable information to the prospective clients
• Ensure that the team is Escalating calls to the concerned departments whenever required by the customers for getting specific details regarding their accounts that could not be resolved by the team
• Making sure that the team is maintaining a positive attitude while handling irate customers by creating a sense of trust and assured them that the mishap not be repeated. Also, training new team members on how to handle internal departments and external clients
• Ensuring that the payments are being cleared in a timely manner for both internal and external clients. Providing the sales team with up to the minute support required in handling the clients and in case of any issue, a timely resolution as well.
• Engaged in performance monitoring of all key elements of team management including taking corrective action wherever appropriate
• Prepared reports to review the developments in the business along with the weekly and montly reports, ensuring compliance with all regulatory requirements
Team Leader - CMPak Ltd - Zong
2011 - 2017
• Responsible for training newly hired agents on call handling, time adherence, shift scheduling and break scheduling
• Responsible for achieving high customer satisfaction, high quality of service delivery and ensuring first call resolution
• Ensured that customer queries generated are resolved in the specified turn-around time by following up on services requests
• Retained customers by providing best possible service in terms of immediate response to inquiries, quick execution of requests & by keeping the customers updated
• Organized and focusing the plan on special days for the companies to promote their relevant products• Monitored performance of new recruits to ensure targeted performance delivery at par with their learning curve
• Preparing and submitting structured reports relating to team performance including ‘Sales, Quality and Quantity Reports’
• Created and maintained accurate records and information necessary for effective day-to-day management of the team, including responsibilities such as updating and monitoring absence, creating and monitored holiday schedule, shift patterns, break management.
• Collected and collated data and generated periodic reports and carrying out value added analysis of reports to facilitate strategy planning
• Gathered customer’s concerns/suggestion and ensure that customer’s voice is being channeled to the right place and follow up
• Responsible for tasks distribution of the newly hired agents and reporting their progress to the floor manager.
Customer Care Officer - Mobilink
2008 - 2010
• Ensuring customer centric operations and identifying areas for improving and enhancing customer service initiatives
• Managing customer database and updated them about promotional packages and special offers
• Ensuring Customers get the correct and relevant information that they require in a timely manner
• Maintaining the monthly required sales targets and ensuring that average revenue per call is as per company standards
• Observing, analyzing & suggesting correct solutions to customers which will be beneficial both for the customer & the company
• Instrumental in completing the log-in hours on a monthly basis which are decided by the organization in advance• Ensuring that the sales are done as per the compliance standards laid down by the company
Shift Manager - Pizza Hut
2007 - 2008
• Maintain quality branch operations and directing the staff members to follow the standards implemented
• Contributing towards the profitability of the branch & customer satisfaction at all times
• Cash handling and record keeping of inventory and stock required to run the day to day business as per set company standards
• Ensure that customer are satisfied with the services and providing resolution in case of any complaint
Honours And Awards
Zong Champion Award : Zong Champion Award
Letter of Appreciation : Letter of Appreciation
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