MS office
Hafiz Mohsin Saeed
Customer Services
Lahore, Punjab,PB
Summary
While possessing an ideal skill set — a combination of technical, leadership, strategic and business management expertise — I am an accomplished Service Manager with more than one (05) years’ experience of Customer service manager as well as service manager in multinational companies. Or
Overview
2
2
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Service Manager
Orange Line Metro Rail Transit system
- Managed a team of service professionals to ensure timely and quality delivery of services
- Oversaw service operations, including scheduling, resource allocation, and performance tracking
- Developed and implemented service strategies to meet customer needs and improve satisfaction
- Conducted regular performance evaluations and provided coaching and training to team members
- Collaborated with other departments to optimize service processes and enhance overall efficiency
- Monitored service metrics and KPIs to identify areas for improvement and implement corrective actions
- Handled escalated customer issues and worked towards effective resolution
- Maintained relationships with key clients and stakeholders to foster long-term partnerships
- Prepared reports and presentations on service performance and presented findings to management
- Stayed updated on industry trends and best practices to continually improve service delivery
- Led cross-functional teams to deliver exceptional service solutions, ensuring alignment with client needs and company goals
- Developed and implemented service strategies tailored to diverse clientele, optimizing customer satisfaction and loyalty
- Utilized data-driven insights to enhance service delivery processes, resulting in improved efficiency and cost-effectiveness
- Established and maintained strong client relationships, serving as the primary point of contact for addressing inquiries, concerns, and escalations
- Oversaw service quality standards, conducting regular audits and assessments to uphold performance excellence and compliance
- Provided leadership and mentorship to service teams, fostering a culture of accountability, collaboration, and continuous improvement
- Collaborated with sales and marketing teams to identify opportunities for service expansion and revenue growth
- Managed service budgets and resource allocation effectively, maximizing ROI and profitability
- Stayed abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge in the marketplace
- Communicated service achievements, challenges, and recommendations to senior management through comprehensive reports and presentations.
Customer Sales and Service Manager
Suzuki Motor’s
02.2019 - 02.2020
- Directed sales and service teams to achieve revenue targets and exceed customer satisfaction goals
- Developed and implemented integrated strategies to enhance the customer experience throughout the sales and service lifecycle while closing on monthly base sales presentation
- Conducted market research and analysis to identify customer needs, preferences, trends, informing product development and service offerings
- Implemented customer relationship management (CRM) systems to track interactions, manage leads, and nurture client relationships effectively
- Led sales forecasting and pipeline management efforts, optimizing resource allocation and sales strategies to drive revenue growth and offer extra time to achieve sales
- Oversaw the resolution of customer inquiries, complaints, and escalations, ensuring timely and satisfactory outcomes
- Collaborated with cross-functional teams to streamline processes and improve efficiency in sales and service operations
- Provided coaching, training, and performance feedback to sales and service teams, fostering a culture of continuous learning and development
- Developed and monitored key performance indicators (KPIs) to assess sales and service performance, identifying areas for improvement and implementing corrective actions
- Cultivated relationships with key clients and stakeholders, serving as a trusted advisor and strategic partner in achieving their business objectives.
Customer Relation Manager
NATIONAL ENGINEERING SERVICES (NESPAK)
02.2018 - 12.2018
- Managed customer relations throughout the construction project lifecycle, from initial contact to project completion and beyond
- Acted as the primary point of contact for clients, addressing inquiries, concerns, and feedback promptly and professionally
- Collaborated with project managers and teams to ensure clear communication and alignment with client expectations and project requirements
- Conducted regular site visits and meetings with clients to provide updates on project progress, address any issues or concerns, and maintain positive relationships
- Coordinated with internal departments to resolve customer issues and ensure timely delivery of solutions, demonstrating a commitment to customer satisfaction
- Provided guidance and support to sales and marketing teams in identifying and pursuing new business opportunities, leveraging existing client relationships and referrals
- Stayed updated on industry trends, regulations, and best practices in customer relationship management to drive excellence and innovation in service delivery.
Education
Masters in Project Management -
Bahria University
Lahore, Pakistan 01.2017 - 04.2019
Bachelor in Civil Engineering - undefined
University of Lahore
Lahore, Pakistan 01.2012 - 04.2016
Skills
References
Available upon request
Software
Primaver
Auto cad
SAP 2000
Timeline
Customer Sales and Service Manager
Suzuki Motor’s
02.2019 - 02.2020
Customer Relation Manager
NATIONAL ENGINEERING SERVICES (NESPAK)
02.2018 - 12.2018
Masters in Project Management -
Bahria University
01.2017 - 04.2019
Bachelor in Civil Engineering - undefined
University of Lahore
01.2012 - 04.2016
Service Manager
Orange Line Metro Rail Transit system
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