Experience

Inbox Business Technologies

• Pakistan
• IT Services and IT Consulting
• 500 - 600 Employee

• IT Operations Team Lead At Standard Chartered Bank .Karachi

  • May 2023 - Present



Benz Lub & Greece Petroleum Company

• Dubai, United Arab Emirates

• Sales Operations Manager

  • Jan 2022 - Oct 2022

  • Coordination Customer related to stock, contracts and new product and take orders and prepare orders records. • Coordinating office activities and operations to secure efficiency and compliance to company policies • Keep stock of office supplies and place orders when necessary. • Manage phone calls and correspondence (e-mail, letters) • Supervising administrative staff and dividing responsibilities to ensure performance. • Managing a client database and preparing reports. • Create and update records and databases with personnel, financial and other data. Show less



Faysal Bank Limited

• Banking
• 700 & Above Employee

• Assistant Customer Service Manager . IT Helpdesk

  • Nov 2019 - Oct 2021

  • Monitoring Customer Complaints Tickets TAT against contracts, Breach Help tickets and review policies of IT Contracts SLAs. • Maintain Quality of IT HELPDESK System nationwide. • Designing the helpdesk, modification, customization with the help of Vendor. • Generating daily/weekly/monthly performance • Making Analytically Reports in a timely and effective manner. • Conduct software helpdesk training accordingly. • Monitoring Customer Complaints Tickets TAT against contracts, Breach Help tickets and review policies of IT Contracts SLAs. • Maintain Quality of IT HELPDESK System nationwide. • Designing the helpdesk, modification, customization with the help of Vendor. • Generating daily/weekly/monthly performance • Making Analytically Reports in a timely and effective manner. • Conduct software helpdesk training accordingly.



Jaffer Brothers (Pvt) Limited

• Pakistan
• International Trade and Development
• 700 & Above Employee

• Customer Service Specialist /Customer Care /SLA Management

  • Mar 2014 - Oct 2019

  Coordinate with BUs teams (Head office and branches) on customer query assigning and closing. maintain and look after Service Level agreement ( SLAs) Conduct training in-house staff ,soft skills & delighted customer. Participate in the planning, development, implementation and support of operational activities, Identify ways to streamline operational procedures between or within departments, Supports day-to-day operations and records management, Continuous and strong follow up and co-ordination with hp Singapore, Liaising with technical crew i.e. system and server engineers, sales, supply chain & warranty dept. Also with hp partner regarding complaints and follow-ups, Communicating, coordinating and follow-up with concerned departments engineers/consultants till completion. Customers services requests logging in Oracle Siebel CRM system. Create and update Customers profile in ERP and CRM. Data management in ERP & CRM systems consciously, accurately and as per time table assigned. Documentation management including filling and record keeping. Generating daily/weekly/monthly performance and analytically reports in a timely and effective manner. Show less



The Team Work

• Pakistan
• Administrative and Support Services
• 1 - 100 Employee

• Assistant Manager Customer Relations

  • Jun 2013 - Mar 2014

  Handles all Serious & Normal Complaints & Working on Customer Satisfaction Note Keeps record of all the complaints received at dealership To do weekly & monthly analysis of the received complaints To take Kaizen on frequent received complaints Working on countermeasures to avoid re occurrence To receive, record & respond to customer inquiries To do Trend Analysis of all the inquiries received at the dealership To take Kaizen on Frequently Received Inquiries To make changes on SOP as and when needed • As a Management: To prepare monthly reports & report to HOD To present Monthly Performance of the department to the management Assist HOD to conduct quarterly trainings Preparation of Monthly & weekly CR Reports & Presentation when required To conduct Facility Audit Supervise other staff with their routine work. Train staff if any change is made in any SOP Worked with HOD on different customer retention activities Take Surveys regarding Sales Experience & Service Experience & gather suggestions in order to bring continuous improvement in the dealership To do Trend Analysis of customer’s suggestion & to present to the Management & HOD Worked for Dream Car Art Contest (DCAC) yearly organized by Toyota for Kids. Had worked on CR ORG audit which was conducted by Toyota Motor Asia Pacific (TMAP) and scored 100% in it. Show less