Hammad Ahmed
Business Manager
Karachi
Summary
Results-driven Business Manager with a proven track record in leading coordination projects and optimizing operational workflows. Expertise in spearheading cross-functional teams to enhance efficiency and streamline processes, fostering collaboration and innovation. Proficient in conflict resolution and strategic resource allocation, consistently achieving optimal outcomes that drive organizational success. Committed to leveraging analytical skills and industry insights to implement effective solutions aligned with business objectives.
Overview
19
19
years of professional experience
Work History
Manager- Coordination
K Electric
12.2022 - Current
- Secured Promotion Through Competitive Selection: Outperformed company-wide candidates in rigorous assessments and interviews to earn promotion to Manager Coordination.
- Led Cluster-Wide Administration: Directed administrative operations across 3 Commercial Integrated Business Centers and Technical Domain, overseeing housekeeping, security, canteen, and asset maintenance, reducing operational downtime by 15%.
- Streamlined Repair & Maintenance Processes: Facilitated approvals and support for maintenance activities, cutting repair turnaround time by 20% across cluster locations.
- Boosted Employee Engagement: Spearheaded cluster-wide events, increasing employee participation by 30% and enhancing team morale.
- Optimized Financial Operations: Collaborated with Manager Finance to develop the annual cluster budget, achieving 98% adherence to financial targets, and managed IMPREST with zero discrepancies in expense tracking.
- Enhanced Cross-Functional Communication: Maintained seamless coordination with HR, Fleet, Head Office, and HODO, improving response times to stakeholder queries by 25%.
- Drove Operational Excellence: Managed fleet operations and HR matters, improving service delivery efficiency by 18% and elevating customer satisfaction scores by 10%.
- Delivered Strategic Insights: Produced comprehensive reports for leadership, enabling data-driven decisions that improved cluster performance by 12%.
Deputy Manager – Customer Accounts
K Electric
01.2019 - 11.2022
- Promoted as “Deputy Manager – Customer Accounts” after effectively serving as “Assistant Manager – Customer Accounts”
Assistant Manager – Customer Accounts
K Electric
07.2017 - 12.2018
- Boosted Legal Electricity Usage: Reduced losses by 15% by promoting metered connections and streamlining new connection processes per K-Electric regulations.
- Enhanced Complaint Resolution: Analyzed customer complaints with department head, improving resolution rates by 20%.
- Optimized Operations & Performance: Coordinated business operations and evaluated employee performance, increasing team efficiency by 10%.
Assistant Manager – Customer Care
K Electric
10.2014 - 07.2017
- Led Customer Service Team: Resolved queries and complaints, achieving 95% resolution within TAT.
- Tracked & Reported Interactions: Maintained customer records and delivered weekly management reports.
- Ensured Quality Service: Oversaw operations, improving service delivery speed by 15%.
- Drove Process Improvements: Managed counters, led meetings, and trained staff, boosting satisfaction by 20%.
- Key Achievement: Secured ISO 9001:2008 certification in 2015.
Marketing Analyst
Dealtoday.pk
07.2013 - 09.2014
Floor Manager
Contact Centre Summit Bank
01.2013 - 06.2013
- Led Contact Center Operations: Managed recruitment, training, and KPIs, boosting efficiency by 20%.
- Enhanced Training: Delivered soft skills training, improving customer satisfaction by 15%.
- Set KPIs & Quality Checks: Implemented evaluations and quality systems, cutting errors by 10%.
- Drove Performance: Launched awards for top officers, increasing productivity by 30%.
- Ensured Compliance: Aligned team with SBP guidelines, achieving 100% compliance.
Customer Relation Executive
Emaar Malls L.L.C
04.2012 - 12.2012
Customer Service Representative
Contact Centre PTML – UFONE
11.2006 - 02.2012
- A first step of Professional Life which polished my career by offering challenges, trainings, learn to face challenges, sense of ownership, Customer Centric, Telephonic etiquettes.
- Major responsibilities included to taking an ownership of each call answered, listening to the Customer complaints, getting them resolved with coordination of other support departments. Promoted to Back up team leader gleamed my skills of leading a team of 23 individuals, making weekly roster of them, training them on newly launched products, evaluating their calls according to the KPI’s set by the company.
Education
MBA - Business Administration
Bahria University
Karachi 04.2001 -
Skills
- Customer service optimization
- Customer satisfaction enhancement
- Customer-focused strategy
- Optimization of processes and resource allocation
- Analytical skills in business strategy
- Cross-functional teamwork
- Relationship management
- Collaborative decision-making
- Adaptability to change
- Critical thinking ability
- Data-driven decision making
- Conflict resolution expertise
- Quality improvement initiatives
- Project coordination
Websites
KEY HIGHLIGHTS
- Successfully implemented ISO 9001: 2008 Certification for Customer Care Department at K Electric
- Represented Customer Care Department in all Internal & External Audit prior to certification at K Electric
- Resourcefully increased customer satisfaction ratio from 2% to 20% within one year at K Electric.
- Delivered excellent service to customers and achieved customer satisfaction & appreciation at Emaar, Dubai
- Due to regular training sessions conducted increased customer satisfaction up to 28% at Summit Bank.
Timeline
Manager- Coordination
K Electric
12.2022 - Current
Deputy Manager – Customer Accounts
K Electric
01.2019 - 11.2022
Assistant Manager – Customer Accounts
K Electric
07.2017 - 12.2018
Assistant Manager – Customer Care
K Electric
10.2014 - 07.2017
Marketing Analyst
Dealtoday.pk
07.2013 - 09.2014
Floor Manager
Contact Centre Summit Bank
01.2013 - 06.2013
Customer Relation Executive
Emaar Malls L.L.C
04.2012 - 12.2012
Customer Service Representative
Contact Centre PTML – UFONE
11.2006 - 02.2012
MBA - Business Administration
Bahria University
04.2001 -
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