Bilawal Siddique
Lahore
Summary
I have more then 12 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
12
12
years of professional experience
Work History
Manager Business Operation & Strategy
Hammad Abdulaziz EST Ltd (Honda Service Centre)
10.2016 - 11.2023
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Customer Service and After Sales Supervisor
Rocket Internet Pakistan (Pvt) Ltd.
01.2014 - 01.2016
- Responsible for the management, organization and co-ordination of the day to day work of a team of customer service officers
- Ensure a high level of technical knowledge within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently
- Relaying information in a concise and clear manner
- Managing customer expectations
- Building customer relationships and loyalty
- Quickly researching and investigating issues that concern a customer
- Ensure agents are meeting attendance requirements and are adhering to floor ethics
- Assign and monitor the Customer contracts by area and implement action plans and escalation procedures to address problematic areas
- Interact with customers in an efficient, friendly and professional manner as and when required
- Responsible for gathering and highlighting trends, related issues & rate customer’s complaints & coordinate with relevant department for effective resolution
- Assessing the customer service department’s operational performance against set targets
- Promoting products and services.
NPS & CS Officer at Telenor Project 345
Abacus Consulting (Pvt) Ltd.
10.2011 - 01.2014
- Leading team of 20+ agents in Call Center & ensuring that all targets are achieved with required service levels & quality standards
- Ensure agents are meeting attendance requirements and are adhering to floor ethics e.g
- Dress code, mobile usage etc
- Coaching to Call Center staff on handling variety of customers including irate, demanding, facts-oriented and passive callers
- Coaching to Call Center staff on call wrapping, call leading and call completeness skills
- Providing hands on training on CRM to new and old recruits
- Presenting the performance of department with detailed reports and analysis with graphical presentation on weekly basis to Call Center management
- Also dealing with escalated Customers to offer customized solutions.
Education
Bachelors In Commerce -
University of the Punjab
01.2011
Intermediate In Commerce -
Lahore Board
01.2009
Matriculation -
Lahore Board
01.2007
Skills
- Capability to solve problems under any circumstances with excellent leadership qualities
- Ability to work in a team environment
- Well versed with MS Office, Internet, Email and Reporting
- Excellent problem solving and comprehension skills
- Self-motivated, energetic, dedicated, enthusiastic and willing to accept new challenges
- Willing and able to take responsibility and result oriented
- Able to communicate with cross section of people
- Potential for progression and hard working
- Microsoft Word
- Microsoft Excel
- Microsoft Power Point
- Internet & E-mail
Personal Information
- CNIC Number: 35201-6862369-7
- Father's Name: Muhammad Siddique
- Date of Birth: 12/31/89
- Marital Status: Singles
References
To be furnished on request.
Languages
Urdu
Native language
English
Intermediate
B1
Arabic
Upper intermediate
B2
Timeline
Manager Business Operation & Strategy
Hammad Abdulaziz EST Ltd (Honda Service Centre)
10.2016 - 11.2023
Customer Service and After Sales Supervisor
Rocket Internet Pakistan (Pvt) Ltd.
01.2014 - 01.2016
NPS & CS Officer at Telenor Project 345
Abacus Consulting (Pvt) Ltd.
10.2011 - 01.2014
Bachelors In Commerce -
University of the Punjab
Intermediate In Commerce -
Lahore Board
Matriculation -
Lahore Board
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