Experience

Budget Rent a Car, UAE

• United Arab Emirates
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Customer Service Specialist

  • Jul 2016 - Present

  • Increased retention rate up to 35% in a year, by revamping customer service experience with an excellent services to the customer from different nationalities.• Reduced customer complaints 20% in a year through effective interpersonal skills and grew revenue by 32%.• Generated 40% revenue in a year at the Fujairah location through professional ties with hotels, banks & schools.• Attained a “Customer Services Expert” title from management in recognition of receiving commendation from 5 clients in six months.• Up sold ancillaries with rental contracts through effective communication; resulted in meeting 80% penetration monthly target.• Managed monthly contracts of 15 key customer, whilst maintaining high satisfaction ratings that meet company standards.• Successfully built a strong official bond in a diverse team environment through effective communication & interpersonal skills, across the UAE.• Responsible for helping customers to choose right vehicle, explaining the rental procedure, up selling the ancillaries to maximize the revenue, boosting ties with hotels and schools for business expansion, building up relation with customers across the world. • Meeting high standards at work place, working and sharing knowledge with colleagues across the UAE.• Managing contracts & completing payments through POS machine, preparing & submitting documents, training new staff and reporting to Management on daily basis.• Contributed to relocate a suitable office in a FUJAIRAH location with reduction in cost about 30,000 AED per year.• Managed 30 + fleet in RAK & Fujairah branch to make sure vehicle deliveries on time.to customers against international & walk in bookings



Eurotech Dmcc

• Procurement & Logistics Supervisor

  • Nov 2013 - Jun 2016

  • Responsible for overall supply chain operations & revamping customer service experience, whilst ensuring the progression on each stage of the distribution process, that meets high quality standards, in term of on time delivery, quality of product within the allocated budget. • Processed all orders local and International franchisees after analyzing gross margin, verifying payments with accounts and INCOTERMS for Import method.• Prepared price comparison sheet for the high value orders and evaluated offers from vendors to negotiate better prices.• Ensured 100% order processing by daily follow up with sales team in UK, Pakistan and UAE; that helped the sales department to meet their monthly targets.• Preparation of necessary documents for Instance delivery advise, master Invoice and master packing list• Preparation of BOE by declaring Import & export shipments using Mirsal II - Dubai trade system.• Coordinated with overseas suppliers & logistic companies to get all relevant documents & Instructions.• Track out IN transit orders through emails, phone calls or tracking out with AWB to expedite timely delivery.• Updated data base of vendor invoices & contracts, purchase orders, sales orders, import & export and AWB, bill of lading record etc.• Resolved and claimed defective items and invoicing issues with vendors & suppliers.• Monitored and replenished stock levels in warehouse with a prior monthly planning to keep the sufficient material ready to meet purchasing needs.• Reconciliation of physical stock according to the part number or bar code and cross checked with SAP report every fortnight and to make sure of eliminates the discrepancies with coordination with warehouse, sourcing, and Finance dept.• Trained the staff in warehouse on all aspects of packing, goods in & out, inventory control, shelving, and organization of warehouse.• Produced reports to update purchasing manager for future reference and cost effective operations.



Eurotech Pvt. Ltd

• Customer support & Purchase Supervisor

  • Nov 2012 - Oct 2013

  • Resolved pending 25% of back log by prioritizing work with team collaboration on daily basis.• Assisted with negotiation and purchase of products and services for Eurotech Pvt.LTD and conducted ongoing effective communication with suppliers, vendors, internal & external customers, peers and management.• Offered alternative purchase solutions to customers, with match of the part number and technical requirements of obsolete products.• Trained team of 7 members on customer orientation at Eurotech Pvt. Ltd and successfully built a good customer base, which later helped the team to increase customer service levels from 75% to 90%.• Evaluated supplier performance based on quality standards, INCO Terms & best prices and ensured all the criteria are met according to the organizational requirements and expectations.• Responsible for team handling, coordination with sales department, negotiating terms with suppliers, placing orders, coordination with logistic companies to book shipments, follow up with suppliers and courier companies for the delivery, filling up all important supplier & customers' docs, material quality etc.



Pakistan Telecommunication Pvt. Ltd - PTCL

• Floor In-charge

  • May 2010 - Nov 2012

  Attained 90% customer satisfaction level through demonstration of highly effective query response.Drastically increased 25 % of the sales by up selling ancillaries and new launched products through effective communication.Conducted post shift meetings for the staff consoling, as well as trained new batches on product knowledge and shadowed them forbetter execution of call handling.Collaborated with exchanges to expedite the installation of services; that increased 100% deployment rate of services withinstipulated time.Trained new batch of 10 agents on product knowledge and shadowed them for better execution of call handling.Offered a suitable resolution to irate customers, which resulted a 15 % reduction in complaints every month.Promoted as a team leader in recognition of achieving 85 % customer service level consistently in a year.