SAP
ALI AHMAD
Deputy Manager Customer Support
Lahore
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
Work History
Deputy Manager Customer Support
Fresenius Medical Care Pakistan (Pvt) Ltd.
09.2013 - Current
- In 2013, I served as the primary representative from my department for SAP SD (Sales and Distribution) and MM (Materials Management) project implementation. This project was a critical initiative aimed at optimizing company's operations through the integration of SAP's advanced enterprise resource planning (ERP) solutions.
- in 2020, our company undertook a significant initiative with the launch of TechServe, a new global software platform used by Fresenius Medical Care across more than 150 countries. I played a crucial role in this transition, specifically overseeing the transformation of our engineering department's data from our legacy local software to the new global TechServe system.
- Leverage new and established customer relationships to deliver ROI and expand and renew service level agreements of 4000 HD machines while providing a high-level of service for clients.
- Preparation & timely submission of tenders & follow up of tender’s renewal through Public Procurement Regulatory Authority (PPRA)
- Managing complete quote to cash cycle for technical service department.
- Sales order processing in SAP Sales & Distribution module on daily basis after getting purchase orders from customers
- Preparation of delivery notes & invoices in SAP MM and FICO module
- Processing of purchase orders of HD machines and spare parts and ensure the timely supplies to the customers.
- Onboarding of new customers/ business partners through JIRA software for smooth operations.
- Inventory Management of approximately Rs 50 Million of spare parts for Haemodialysis machines.
- Proactively coordinate in aspects of machines service from Engineering teams to meet the targeted uptime of machines.
- Biannually stock takes of spare parts for smooth inventory operations and reporting.
- Complete audit of technical services department for ISO, GDMPD audits
- Submission of monthly accounts receivables reports to all the sales and engineering persons and give proper update to the Finance Director on it
- Supporting a team of more than 30 engineers from Head office for the maintenance of life saving haemodialysis machines across Pakistan
- Issuance of spare parts from warehouse and maintain proper record
- Collaborating with sales and technical service team to provide them sales report on monthly basis to achieve their targets
- End user experience of SAP – Material Management, Sales & Distribution and FICO modules
- Managing a call center of our company help line to provide support to all our stake holders across Pakistan
- Handling Customer complaints regarding dispatch and supply of products due to late delivery, short delivery, wrong delivery and goods damage in transit
- I have direct link and coordination with internal supply chain department and courier/dispatch services provider
- It is my responsibility to investigate the problems regarding delivery and dispatch of goods and resolve the issue
- Analyze customer satisfaction Survey of service delivery together with internal function and compare with our service level and keep proper record for tenders.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Implemented new systems for tracking key performance indicators, resulting in improved decision-making capabilities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Customer Support Executive
Pakistan Telecommunication Company Ltd
01.2009 - 01.2012
- Sales of PTCL Broadband & EVO devices all over the Pakistan
- Answering the calls of the customer for the proper working of broadband
- Handling customer record and maintain their data in different portals.
Education
Master’s in Business Administration (MBA Marketing) - Marketing
University of Lahore
Lahore, Punjab, Pakistan04.2012
Bachelor of Science -
University of The Punjab
Lahore, Punjab, Pakistan 05.2001 - 05.2009
F.SC-Pre Engineering - undefined
D.P.S Model Town Lahore
Matriculate (Science) - undefined
D.P.S Model Town Lahore
Skills
Presentation
English
SAP Power User
Microsoft office 2016
Team Player
Basic IT expertise
Operations Management
Decision-making capabilities
Sales and Marketing
Purchasing and planning
Customer Relationship Management (CRM)
Project Management
Sales Reporting
Teamwork and Collaboration
Problem-solving abilities
Trainingsachievements
- SAP S/4 Hanna, FMC Germany Team, Lahore, 2021-22
- Tech Serve Software, FMC Thailand Team, Lahore, 2021
- JIRA Software, FMC Germany Team, Lahore, 2020
- Employee of the Quarter (Q2), Fresenius Medical Care, Lahore, 2020
- Leadership & Change Management, Lahore Chamber of Commerce, Lahore, 2016
- SAP ECC 6 power user SD & MM Module, Fresenius Net Care, Lahore, 2013
- Employee of the Year, PTCL, Lahore, 2012
Personal Information
- Father's Name: Muhammad Allah Bukhsh Bhutta (Late)
- Date of Birth: 07/04/87
- Gender: Male
- Nationality: Pakistani
- Marital Status: Married
Software
TechServe
JIRA Onboarding Software
Timeline
Deputy Manager Customer Support
Fresenius Medical Care Pakistan (Pvt) Ltd.
09.2013 - Current
Customer Support Executive
Pakistan Telecommunication Company Ltd
01.2009 - 01.2012
Bachelor of Science -
University of The Punjab
05.2001 - 05.2009
Master’s in Business Administration (MBA Marketing) - Marketing
University of Lahore
F.SC-Pre Engineering - undefined
D.P.S Model Town Lahore
Matriculate (Science) - undefined
D.P.S Model Town Lahore
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