Experience

• 

  ICI Pakistan Limited

  • Pakistan
  • Chemical Manufacturing
  • 700 & Above Employee

  • Customer Service Officer

    • Nov 2019 - Present

    • Develop an understanding of customers' needs and take actions to ensure that such needs are met. Compute prices, discounts, commissions and shipping charges as required. Prepare quotes, invoices and delivery orders through Company's ERP systems (SAP) in a timely manner.• Carrying out of daily orders dispensation of Animal Health Products in order to meet the sales requirements of the business.• Posting and record in system of all payments related to Animal Health Business of cash /cheque/DD/pay-order.• Maintain a close liaison with our NSMs to ensure the correct discounts and commissions as per the approvals and in order to meet the sales targets/budgets • Introduced the e-mail systems to sales persons for improvements in the sales processing on track and giving info to Sales persons/SMs/NSMs of while ensuring that all orders on track within the time lines.• Maintained credit limits & days approvals received from CFO/Finance department for processing sales.• Provide stocks reports on weekly basis to sales persons/SMs/NSMs.• Provide Sales reports on monthly basis to NSMs.• Handle customer complaints related to orders processing / discounts / commissions and stocks.•Communication with customer with respect to payments and attaining clarity in order execution.•Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.•Maintain relationships with carriers and customers.•Coordination with origin colleagues in ensuring timely follow up and reporting of deviations.•Continuously identify operational improvements and drive process changes. Drive improvements forward in the team through our Tactical Implementation Plan tool.•Coordination with origin colleagues in ensuring timely follow up and reporting of deviations.• Liaison with distributors for damaged / expiry/ near expiry claims for settlement as thru stocks and cheques.

  • Sales Support

    • Mar 2018 - Nov 2019

    •To establish a support framework and monitor the process of order execution, Sales analysis, credit evaluations and product systemization of the GC & PU function.•Monitoring the process of order execution of Chemicals Business (GC & PU), point out the bottlenecks and provision of support for smoothness of process until delivery. Facilitating the sales team so that they focus on enhancing their sales performance.•To obtain current month LV’s, forecasts & rolling forecast from the Sales Team (PU & GC) at the start of each month.•Co-ordinate with supply chain & finance for timely import deliveries, port clearances and systemization.•Co-ordinate with WH for on time deliveries of products to customers.•Send orders on behalf of & as per the instructions of Sales Team.•To get orders released from concerned authorities in case of blockage either on Credit Limit exceeded, Overdue or none of advance by providing necessary info.•Circulate stock reports and analysis reports with MM, NSM, BDM & MRM.•Daily/Weekly Reporting: Share daily / Weekly standings OD sales numbers against LV/budget with MM, MRM, BDM & NSMs.•Communication with customer with respect to payments and attaining clarity in order execution.•Co-ordinate with shipping department to clear the shipments on time.

• 

  Emirates Industrial Gases LLC.

  • Dubai

  • Senior Customer Service Assistant

    • May 2012 - Sep 2017
    • Dubai

    *Customer Support under the supervision of the Sales Manager/Zone Manager and provide action plan to Distribution Dept to one day prior for all the deliveries of gases.*To provide general support for sales team in matters related to customer orders & related enquiries.

• 

  Habib Bank Ltd

  • Pakistan
  • Banking
  • 700 & Above Employee

  • Assistant Manager -Team Leader

    • Mar 2006 - May 2012

    Job Description*Monitor the performance of agents.*Motivating and boosting the morale of agents.*Continuous training of agents enabling them excels in performance.*Ensuring daily TSF level targets are meet.*Conducting quality sample check of agent's courtesy and accuracy monthly.*Ensure punctuality and discipline in the unit.*Developing and re-engineering processes to increase productivity and control.*Ensure adherence of policies and procedures. *Capacity planning and scheduling of manpower.*Update call center management on service related issues and recommend solutions.*Coordinating with other units of the bank to resolve complaints at the earliest.*Hired, trained and currently managing a team of following individuals.*Supervise daily and monthly MIS of the team.*Conduct performance reviews and team meetingsOther Responsibilities*Extra projects as desired by the management*Making of MIS such as Individual Performances, Call Volume, Half Hourly & Daily MIS*Making the overall Mistakes of the Online Bankers

  • Assistant Manager

    • Mar 2006 - May 2012

  • CRU Specialist

    • Sep 2010 - Feb 2011

    Job Description*Experience of working in a diverse team comprising of people responsible for complaint resolution in HBL*Proposed focus group training for Phone Banking staff*Proficient with current CRU reporting mechanism enabling CRU to extract reports on time and measure its performance.*Extensive coordination with other HBL departments and Branch network for timely resolution of all complaints enabling HBL to enhance its service standards and meet regulatory guidelines. *Supporting Team Leader in carrying out routine activities and also providing support to other units as and when directed by Team Leader*Investigating and taking ownership of complaints and complex enquiries received (through written inbound communications) up till resolution.

• 

  Telecard Ltd.

  • , Karachi, Pakistan

  • Customer relation Officer (CRO) in Operation Center

    • Oct 2004 - Feb 2006
    • , Karachi, Pakistan

    •Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult clients.•Document requests for help desk support and outcome resolutions to monitor and track recurring problems.•Effective communication/interpersonal skills and a team player; interact positively with a wide range of people on phone, and establish relationships based on respect. Generate spirit of enthusiasm in personnel, prompting ready implementation of recommended processes.•Motivated to work efficiently without direct supervision in busy environment, handling many tasks simultaneously; able to prioritize workload and multi-task. Consistently "get the job done" and exceed expectations.•Trained new staff & played key role during several telecom conversions and operational help.•Dealt with customer service concerns and complaints, by phone.•Supported SCO (Special Communication Organization).•Working on the IN (Intelligent Network) of Lucent & ZTE also.

• 

  CRO

  • Customer relation Officer

    • Oct 2004 - Feb 2006

    Developing and re-engineering processes to increase productivity and control.Ensure punctuality and discipline in the unit

• 

  Nina Industries Limited

  • Assistant to Management Representative

    • Mar 2002 - Jan 2004

    Job Description*Look after all the Social & Compliance issues in the industry.*Preparation of the required documents asked by the customer.*Weekly Audit off all the Production Departments that they are running according to ISO 9002 and regulations.*Correspondence with the Customers via emails.*Exercise independent judgment, decision making & problem solving abilities

• 

  Sons

  • Assistant Accountant cum Computer Operator & Sales Representative

    • Jul 1999 - Mar 2002

    Job Description*Handled all activities in accounts payable and receivable.*Provided administrative support to upper management via drafting all official company correspondence, typing, filing and performing data entry.*Strong organizational skills and excellent interpersonal communication*Reconciled daily invoice transactions and entered daily sales into main database *Produced a variety of financial reports. *Maintaining post-dated cheques.*Responsible for employee timecards and payroll distribution. *Responsible for contacting customers regarding account collections and past due accounts.*Assisted on completion and maintenance of general ledgers.*Monitored supply of Carpets & Furniture's inventory. Duties included retail shelf stocking and back-up inventory ordering. *Consistently provided excellent, informed customer service and maintained strong reliable work ethic. Maintained clean, organized and well-stocked environment*Demonstrated superior public relations skills and vital ability to placate unsatisfied customers.