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
Customer Focus
Time Management
Problem Solving
Team Development
Performance Management
Leading and motivating a team to achieve customer service goals
Providing direction and support to team members
Setting a positive example for professionalism and customer-centric behavior
Clear and effective communication with both customers and team members
Active listening to understand customer needs and concerns
Ability to convey complex information in a simple and understandable manner
Identifying and resolving customer issues in a timely and satisfactory manner
Implementing strategies to prevent recurring issues
Empowering team members to find creative solutions to customer problems
Flexibility to adapt to changing customer needs and business priorities
Ability to thrive in a fast-paced and dynamic work environment
Willingness to embrace change and implement new strategies to improve customer service delivery
Reliability
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