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خلاصہ
I am a highly self-motivated, a very quick learner and forward looking individual who likes to take professional and personal obstacles as challenges and looks upon his role and responsibilities with a positive and eager attitude.
My major study and experience areas are Product management, Development and training of technical and promotion teams, After Sales Services, Quality Standards and Compliance and Project management.
Currently , I am working as Manager Services(QoS, Customer service) Country wide operations at Airlink Communication (Pvt.) Ltd. (An official Gold partner of Huawei and Samsung Mobile phones Pakistan)
I have,
- Initiated, developed and managed End to End processes and SOPs for Product management, After Sales, Product Training, Customer Services, Service Delivery for iNew Pakistan.
- Initiated and effectively implemented at the doorstep Service delivery
- Initiated product response research, employed the results in the required changes including box packaging, software interface and product retail price. Worked on smart pricing.
- Reduced and maintained the service delivery TAT to a minimum of 24 hours for 90 cases
- Developed and managed the direct customer communication through sms and email.
- Developed, managed and trained a team of a maximum 1100 promotors countrywide for OPPO and iNew
- Managed the entire project and achieved targets up to 80.
- Developed and trained teams for Level 2, Level 3 and Quality assurance for iNew, OPPO, Nokia / Microsoft Repair Factory Pakistan.
- Empowered an Integrated Management System according to ISO (QMS-9001/EMS14001), OHSAS-18001 Standards and NOKIA Care Services/Customer Support Vendors Requirements, implement in all processes while bringing continuous improvement to process and productivity
- Achieved the standard compliance certification for Nokia Repair Factory-Pak in audits by Bureau Veritas thrice on ISO 90012008 (QMS), 140012004 (EMS) and 180012007 (OHSAS) Standards
- Initiated and developed VSM m
پراجیکٹس
تجربہ
Operations Manager Local Assembly
- Lead Local Assembly/Manufacturing of Nokia Mobile Phones in Pakistan from ground up- Managing planning, execution and delivery of the project- Local Assembly Partner Management- Coordinating with cross functional teams (business, sourcing, engineering, planning, supply chain, logistics, market access and quality) within and outside organization - Coordinating with business team for feasibility of each product's local assembly - Leading and coordinating SKD BOM structures for all products - Leading quality standards implementation and stock replenishment
Manager Care Operations - Pakistan, Oman And Afghanistan
Managing the end-to-end Care experience and delivery for Pakistan, across all support and reverse logistics channels
- Act as the first point of contact for internal and external teams, escalations, quality and repair and return related issues
- Drive continuous improvement and strive to deliver best service performance
- Act as the voice of the customer and influence the business accordingly
- Ensure (local) legal compliance
- Provide insights and requirements for the repair and support network
- Monitor overall network performance and drive operational improvements through KPIs & Score Card
- Managing T&C, support, repair and returns policies across all channels
- Own the customer relationship and satisfaction
- Manage customer escalations and drive timely resolutions
National Service Manager
- Managed Country Wide After Sales Customer Service Operations- Managed End to End process for 11 collection points and 6 customer service centers- Developed and implemented SOPs and procedures- Managed Service Delivery and QOS- Developed priority service teams- Directly monitored priority service process and service delivery- Maintained Service standards- Provided complete project analysis (profit and loss)- Coordinated with Huawei Pakistan for Policy implementation and review- Developed and trained customer service team- Managed vendors for the entire project- Managing Internal and External audits- Managed E2E logistics operation
Head Technical Support (Product Management, CRM and After Sales Customer Services)
Product Management:
- Product updates and Upgrades
- Urdu Language package updates, corrections and suggestions
- New Product Testing
- PTA Type Approval and Licensing for all new models
- Competitive Product Analysis
- Product Response Analysis
- Market Response Analysis with reference to the product
- Competitive Product Design Analysis
- Analyzing the market requirement for new Product Specifications
- Designing Research Surveys
- Development of training material
- Technical Product Training to Sales teams
- Collaboration with Marketing, Sales, Distribution, Brand Management Marketing and sales promotion teams on product development
- Analyze market trends and recommend changes to marketing and business development strategies based on analysis and feedback.
- Monitor all areas of content generation and production across all advertising platforms
After Sales
- Development and review of After Sales E2E processes and procedures
- Technical training for lab, store and logistics
- Repair process training
- Project Analysis on Repaired, Swapped, Repeated, Rejected and Returned services;
- Internal Auditing
- TAT Policy Control and Compliance
- Development and monitoring of reporting mechanism, verification of internal QC failures & updating technical resource information & Follow-up;
- Development of platform for sharing all information and results
- Preparing and updating all technical training material.
- Establishing and monitoring standards, procedures related to customer service and vendors management according to brand standards
- Development of Customer Services contact and feedback System.
- Training of Customer Services Team
- Gather and analyze after sales customer service through questionnaire surveys and call feedback sessions.
• Assisting in Development of a customized ERP system (In-House Keeping System) for After Sales, Marketing and Advertising, Sales, Finance and Operations
• Managing 5 Customer Service Centers in 5 major cities
Manager Product Management & Brand Image
Brand Image- Planed marketing and branding objectives- Prepared marketing strategies alongside brand management and marketing teams. - Adhered to segmented monthly and quarterly budgets- Lead all areas of content generation and production across all advertising platforms - Approved print ads designs and publications according to VI guidelines. - Finalized print agencies to partner with for advertising materials - Oversaw in-house advertising expenditure accounts. - Identify potential advertising locations. - Maintain brand identity consistency according to VI guidelines - Oversaw creative staff with the design requirements.Product Management - PTA Type Approval and Licencing for all new models - Designed Market Research (MSR- Measurement of Sales Research) - Competitive Product Analysis - Product Response Analysis - Market Response Analysis - Competitive Product Design Analysis - Product road map development - Product Life Cycle Analysis based on the market and product research parameters and product manufacturing limitations - Analyzing the market requirement for new Product Specifications - Manage After Sales RnD - Designing Research Surveys - Technical Product Training to Sales teams - Collaboration with Marketing, Sales, Distribution, Brand Management Marketing and sales promotion teams
Project Manager (Tech Support QA & HSE (Quality Assurance, Health Safety & Environment /Maintenance)
Project Management; Project Analysis on Repaired, Swapped, Bounced and Repeated, Rejected and Returned services;
Analysis of project deviation from required standard threshold levels,
Product Life Cycle analysis based on the product competitiveness, market requirement, changing trends, quality of the product, fault ratios(general and specific) vs sales, stock availability and pricing. All the case studies reported to Nokia/ Microsoft Headqurters, Dubai. (Team Research)
VSM ( Value Stream Mapping ) compliance and implementation;
Internal Auditing (Technical Spot Check, Process Review & Compliance, Standards Compliance);
External audits ( ISO-9001,ISO-14000,ISO-18000 & Nokia Services Audit);
TAT Policy Control and Compliance;
Nokia GENIUS Reporting, verification of internal QC failures & updating technical resource information & Follow-up;
Conducting technical forums and sharing information among the team as member of TMS-MEA region;
Implementation and maintenance of ESD/Electronic Equipments Protection Standard (ANSI/ESD S20.20 & IEC 61340-5);
Preparing and reviewing data sheets/specifications, MSDS, Risk Assessment and Environmental Impact Assessment Report;
Establishing and monitoring standards, procedures related to customer service and vendors management according to Nokia Corp. standards;
Assisting management in the development of Business Continuity and Improvement;
Working with operations staff to review and establish procedures, standards, systems and procedures according to nokia requirements;
Module troubleshooting, schematics study and review, embedded design analysis;
Instruments/Equipment/Testers preventive maintenance, calibrations and testing.
Network & RnD Engineer
BER ( Beyond Economical Repair ) justification and fault analysis on micro-component level with assessment reports
In Depth Fault Ratio analysis
Scrap Rate analysis
Repair activities analysis level 1, level 2, level 3 and level 4.
Preparing Case studies on particular fault finding and solutions (shared on the Global Platform)
Product Life Cycle analysis based on the after sales product response, fault ratios (general and specific) and coordination with the sales management teams for the projected and actual sales data
GSM Calibration on CMU-200 (GSM and 3G TESTing equipment)
Antenna Tunning and Calibration of devices
Repair, Bounce and Swap assessment
Coordination with the technical team for optimum solutions
