Experience

• 

  Sawa International UAE

  • Business Bay, Dubai, United Arab Emirates

  • Head of SME Department

    • Mar 2017 - Present
    • Business Bay, Dubai, United Arab Emirates

    working with SAWA INTERNATIONAL as Head of SME Department and managing a team of 25 to 30 staff including Sales Executives, Tele Sales executives, Retention Managers, Team Leader & Sales Coordinators. Responsible to achieve Company's Target and KPI's. Responaible for smooth day to day activities.Responsible for P&L for the company. in order to maintain the P&L keeping a close eye on revenue generation.Responsible for hiring new recruits and providing necessary training. Responsible to keep an eye on all staff monthly performance. Responsible for running day to day smooth operations.

• 

  Mabeaat - Hadaf Al Khaleej Commercial Services L.L.C

  • Sales Manager

    • Jan 2016 - Feb 2017

    Handling a team of 40 Persons (Including Team Leaders, Coordinators & Sales Tele sales Executives) and responsible for day to day activities to ensure smooth operations. Achieving Sales Targets, Hiring & Training new staff, reporting to higher management.

• 

  Mabeaat - Hadaf Al Khaleej Commercial Services L.L.C

  • Dubai, United Arab Emirates

  • Senior Team Leader

    • Apr 2013 - Sep 2015
    • Dubai, United Arab Emirates

     Handling a team of 15 Sales officer and responsible for preparing work schedules to ensure appropriate coverage and delegate it to the team on daily basis. Screen & share Target V/S Achievement statistics on daily basis to the senior authorities as well as with individual sales officers. Liable for scrutinizing applications and verifying documents submitted before sending them to the clients. Responsible to be vigilant about customer’s documents/ incomplete documents / over writing or any fraudulent documentation. Accountable to Train team members on new or enhanced operation procedures & policies and advance system usage i.e. Siebel, BSCS , Du Verse , My Cops , PAN etc.  Responsible for maintaining cordial relations with clients for smooth functioning of operations. Responsible for all after sales queries & complaints & billing Disputes, to facilitate and maintain an effective corporate approach  Responsible for all  Based on monthly aging, sending reminder email to Authorized signatories to clear their overdue amount.

• 

  Innovations Group UAE

  • Retail Sales Executive

    • Apr 2011 - Apr 2013

     Joined Innovations UAE (Outsourcing Group) on 1st May 2011 and worked for DU Telecom as Retail Sales Executive and working in different retail shops in different shopping malls. Got proper training on Customer Service, System and products. Being a Retail Sales Executive my core responsibilities includes build relationship with new and existing customers and interacts with them over the inbound and outbound calls and face to face interaction. Troubleshooting and answer their queries with the help of different software’s i.e. Siebel, BSCS, E-serve, Pre-check and Q-link Analyzing and improving productivity and the team’s profitability. Promoted as Shift Supervisor & was responsible for all operations during shift. Responsible for the administrative activities like leaves, time management, and absenteeism. Check stock inventory manually and in system on daily basis in shop opening or shop closing by working different shifts i.e. morning, mid & evening.  Check posting of documents manually and on the systems. Managing the floor and Q-System, Customer waiting & Serving Time.  Achieving monthly targets and KPI’s with up selling and Cross selling  Handle cash Transactions

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  Telenor Pakistan

  • Pakistan

  • Customer Relations Officer

    • Feb 2007 - Feb 2011
    • Pakistan

    Point Person Dec 2009 –Feb 2011(Assistant Team leader)Roles & Responsibilities:Monitor the performance of agents through call evaluations, call simulation and live barge-ins and guiding them on Commercial platform.Further, training these agents on new or enhanced operation procedures & policies.Setting up Learning culture and platform among the agents.Ensure agents acquire necessary skills and performance attributes, in line with business and personal development needs and to identify the training needs of such agents.Facilitate fortnight team calls/meetings / one-on-one sessions with agents for evaluate their performance.Coordinating and interacting with the management to ensure consistency in providing superior service delivery.Attending monthly reviews with different cross functional teams.Backup Support Officer Jan 2009 – Dec 2009Roles & Responsibilities:Being a backup support officer, I was responsible to complete given tasks on rotation bases with different department i.e. GPRS Team, Network Operation Center, Corporate payment posting and Service Intelligence & Retention Team.Dealing with customer’s queries & Complaints regarding Network, Billing & GPRS receiving through emails and internal sources.Resolving I-N related complaints and strong follow-up with technical teams and customers.Resolving & Close Trouble Tickets within given TAT..Automation and bulks for different VAS’sMaintaining and updating handsets and process data with the help of System & Process department.Customer Relation Officer Feb 2007–Jan 2009Being a Customer Relation Officer was responsible to providing excellent customer service & resolution to customers by taking inbound calls, Achieving monthly sales targets and KPI’s.