Kiran Saeed Butt
Operations Manager
Lahore
Summary
Operations professional with strong background in streamlining processes and enhancing productivity. Skilled in leading cross-functional teams and executing strategic plans to achieve organizational goals. Known for flexibility and reliability in dynamic environments, with excellent problem-solving abilities and focus on delivering results.
Overview
20
20
years of professional experience
2008
2008
years of post-secondary education
Work History
Head of Operations & Customer Services
AFKO Global Engineering Pvt Ltd.
08.2020 - Current
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Streamlined operational processes & Implemented risk assessment procedures by identifying inefficiencies and implementing best practices.
- Oversaw supply chain management, ensuring timely delivery of products and services to customers.
- Coordinating cross-functional teams to achieve market penetration and sales targets.
- Assisted in recruiting, hiring and training of team members.
- Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
- Evaluated emerging market trends to inform strategic decisions affecting the organization's future direction.
- Achieved significant cost reductions by renegotiating supplier contracts and optimizing inventory management practices.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Operations & Aftermarket Service Lead
VPL Ltd_ HILTI Division
06.2017 - 07.2020
- Skilled at working independently and collaboratively in a team environment.
- Participation for Strategy planning every year, Target setting, weekly Sales meetings with Principal to identify challenges, advantages & how opportunities can be utilized to convert challenges.
- Field Visits to Key Accounts for business development & customer’s feedback.
- Ensuring achievement of Sales Targets by Lead generations.
- Planning for right stock levels in coordination with Sales, Supply chain & Finance by monthly stock planning meeting & quarterly forecasting.
- Counterpart of marketing team for all marketing activities. I.e. new product launch, marketing wave & customer events from planning till execution.
- Assisted with day-to-day operations, working efficiently and productively with all team members of aftermarket service department.
- Developed, Refined and implementation of Repair center (tools service center) SOPs.
- Coordination with Principal (HILTI) for AMS objectives, steering numbers & planning to achieve company goals & customer satisfaction.
- Proved successful working within tight deadlines and a fast-paced environment.
Customer Services Team Lead (Countrywide)
VPL Ltd_ HILTI Division
12.2013 - 06.2017
- Developed Centralized Customer Services Department, Help line & back end sales support teams for construction and industrial sector.
- Developed & conducted Pre-Launch marketing awareness campaign for introduction of call center and centralized Customer Services.
- Conducted regular performance evaluations to provide constructive feedback on areas of strength or needing improvement, enabling continuous professional growth within the team.
- Led weekly team meetings to discuss goals, review progress, address challenges, and celebrate successes together as a cohesive unit.
- Handling Customer Care as owner of Complaint handling process with in turnaround time. Communication with concern departments, Resolution of complaint to customer and ensuring procedural changes to avoid similar complaints.
- On site visits to identify the root cause of complaint, if any. Follow-up for resolution.
- Active/Passive communication with Sales & all support departments.
- Ensuring timely delivery of materials according to commitment with customer (s) in coordination with Supply chain & Finance teams.
- Planning, Training & execution for different Outbound calls Campaigns.
- Ensuring all team KPI’s achievement as well as self KPI’s.
- Conduct Trainings for all new joiners, Sales & support, for systems & processes.
- Practicing effective leading & Sales skills by managing team & achieving Sales results through inbound/outbound calls.
- Developed, Refined and implementation of Customer services department SOPs.
- Developed CS ticketing system, a plate form to get feedback from all stake holders for continuous service improvements.
- Ensuring achievement of CS target to increase the productivity of Sales teams by 25%.
- Ensuring right utilization of Display center, Stock availability, stock audits.
Team Lead Customer Services
AbacusConsulting
01.2009 - 11.2012
- To ensure smooth operations of First Call Activation (Telenor Pakistan) by certifying the expected results and meeting client expectations.
- Ensures that Team performance is in compliance with established processes and meets or exceeds departmental performance measurement standards & Sales targets.
- Facilitates team members to ensure effective communications and to ensure that all team members have the necessary information and resources available to provide the highest levels of satisfaction to client(s).
- Communicate and support goals and objectives established by the management and decisions which impact the group and/or individuals.
- Ensure over all team discipline, by reducing absenteeism and employee turnover.
- Practicing effective leading skills by managing team.
- Guide and monitor Team members in achieving client defined daily KPI's and Sales.
- Assist in implementation and maintenance of highest level of quality assurance systems and Quality Sales within the team.
- Ensure Team bonding, motivational activities and satisfaction with in team.
- Ensure that the daily service level requirements are as per the client set standards (Additional).
- Handled queries, control the inbound calls from customers and provide resolution for their problems in coordination with other departments.
Senior Research agent
AbacusConsulting
04.2007 - 01.2009
- Worked as senior research agent.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Worked on different sites and ensured quality work as per standards or client requirement.
- Awarded as Agent of the month for maintaining high quality and lower error rate.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Coordinated with cross-functional teams to ensure seamless service delivery.
Internee
National Bank of Pakistan
08.2005 - 10.2005
- Managed records of different Accounts.
- Dealt with Cheque books, cash deposit and withdrawal accounts.
- Maintain clearing accounts.
- Managed pension Accounts.
- Dealt with different loan accounts i.e. Salary Loan, gold loan etc.
Education
Masters - Accounting and Finance
University Of Central Punjab
Bachelors - undefined
Punjab College of Commerce
Intermediate - undefined
Punjab College of Commerce
Matriculation -
Comprehensive School
Lahore, Punjab, PakistanSkills
Operational excellence
Decision-making
Organizational development
Cross-functional coordination
Logistics management
Problem-solving abilities
Operations management
Adaptability and flexibility
Customer relations
Teamwork and collaboration
NIC
35202-1108801-0
Personal Information
- Date of Birth: 07/14/85
- Nationality: Pakistani
- Marital Status: Single
Workshops And Trainings
- Attitude for Service, PSTD, Clifford Luces, 11/2017
- Situational Leadership, Bruno Beck Head of HILTI NEEA region, 07/2017
- Effective Sales management & Commercial Crew, internal Trainers VPL, 08/2016
- Situational Selling Skills, HILTI Country Head, 2014
- Strategic Planning and brain storming, Habib Saqib Head Telenor Pakistan, 11/2009
- Training of Leader ship skills, 09/2009
- Call Centre Fundamentals, Habib Saqib Head Telenor Pakistan, 07/2009
- Abacus Academia, 2011
- Leadership lessons, Steve Jobs, 2012
- Managing change, 2012
- Crisis as opportunity, 2012
- Net promoter Score, 2012
- Situational Selling Skills, 2014
- Mastering the art of Business Communication & Presentation Skills, Karen.S Allawala, 2014
Timeline
Head of Operations & Customer Services
AFKO Global Engineering Pvt Ltd.
08.2020 - Current
Operations & Aftermarket Service Lead
VPL Ltd_ HILTI Division
06.2017 - 07.2020
Customer Services Team Lead (Countrywide)
VPL Ltd_ HILTI Division
12.2013 - 06.2017
Team Lead Customer Services
AbacusConsulting
01.2009 - 11.2012
Senior Research agent
AbacusConsulting
04.2007 - 01.2009
Internee
National Bank of Pakistan
08.2005 - 10.2005
Bachelors - undefined
Punjab College of Commerce
Intermediate - undefined
Punjab College of Commerce
Masters - Accounting and Finance
University Of Central Punjab
Matriculation -
Comprehensive School
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