Salesforce
Mirza Fahad Baig
Supply Chain & Logistics I Customer Relationship Management I B2B Market Research
Karachi
Summary
Customer Support and Supply Chain Professional with an numerous pace of working in an BPO, IT and Automobile industry.
Experienced Business Development Executive with a demonstrated history of working in the IT and Logistics Industry. Skilled in Management, SCM Software, Teamwork, Research Management, Data Mining, Customer Relationship Management (CRM), Change Management, Lead Generation, Business-to-Business (B2B), Team Management, Leadership and Data Analysis.
Overview
11
11
years of professional experience
20
20
years of post-secondary education
2
2
Certifications
Work History
Senior Back Office Executive
Ibex Pakistan
11.2022 - Current
- Process and evaluate customer claims related to extended warranties.
- Communicate with customers via email and other channels to request information or provide updates.
- Utilize Salesforce Lightning and Microsoft Dynamics 365 for claims tracking, data management, and reporting.
- Manage reverse supply chain activities, including processing returns and exchanges related to warranty claims.
- Ensure claims are resolved within Service Level Agreements (SLAs).
- Maintain compliance with company policies and industry regulations.
- Collaborate with other departments and participate in ongoing training.
- Provide training and mentorship to new and existing team members.
Associate Manager, Market Research
Zaphyre
11.2019 - 11.2022
- Manage the Market Research department with 15 resources that includes both evening and morning shift accurately.
- Extract and analyze data from multiple sources using analytical tools. Prepare records of all research finding, prospect building and analyze all documents and prepare reports to be submitted to the management.
- Coordinated resources from stakeholders and mapped out project deliverables.
- Utilized different tools to analyze marketing and financial trends and suggested measures to reduce costs and improve business processes.
- Gathered data on competitors to analyze prices, sales and methods of marketing and distribution.
- Oversaw training and onboarding process for all newly hired employees within market research.
- Forecasted and tracked marketing and sales trends by thoroughly analyzing collected data.
- Collated information to interpret data for clients.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Mentored team members to enhance professional development and accountability in workplace.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored and supported 22 department employees to create strong workplace culture.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Created and managed database of information gathered from research.
Supply Chain Specialist
Toyota Indus Motor Company
10.2017 - 10.2019
- keep track of logistics and update the company's inventory and SAP database.
- Analyze operational performance and resolve issues. Collaborate with vendors and suppliers to ensure all operations (e.g. shipping, delivery) meet quality and safety standards.
- Improved consistency of on-time arrivals through effective logistics management and travel route planning.
- Worked with suppliers to manage schedules, specifications and quality compliance.
- Improved quality assurance operations by inspecting materials and verifying delivery compliance.
- Maintained optimal inventory levels to meet operational requirements.
- Analyzed real-time customer histories to identify issues and anomalies before problems occurred.
- Supervised quality control and reduced process lags to maximize revenue.
- Improved project efficiency by prioritizing equipment tasks and operation while adhering to safety protocols.
- Revised production schedules to meet dynamic conditions such as supply shortages and backlogs.
- Supervised 7 staff members tasked with handling materials management, planning, purchasing, and customer service duties.
- Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
- Established inventory targets, stock level, and risk mitigation targets and managed flexibility strategy to optimize inventory.
- Improved, standardized and documented planning and scheduling processes.
- Monitored and tracked supplier performance to enforce adherence to quality standards and established timelines.
- Formulated demand planning and generated supply chain management metrics.
Quality Assurance Analyst
Electromech Engineering
02.2017 - 07.2017
- Identify and remedy defects within the production process.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Compile and analyze statistical data. Ensure that user expectations are met during the testing process.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
Senior Student Counselor
Ilma University
01.2015 - 04.2016
- Assist and help the students in achieving their academic and other queries
- Provide valuable assistance to students through
Leadership, advocacy and collaboration. - Promoted critical thinking skills by incorporating inquiry-based learning activities into daily lesson plans.
- Followed school and classroom policies, regulations, dress codes, and schedules.
Customer Service Manager
Zong
01.2014 - 11.2014
- Act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Boosted customer retention rates through personalized follow-up strategies.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Collaborated with IT department to streamline customer data management.
Education
Associate Degree in Commerce - Commerce
BBSUL
Karachi 01.2018 - 06.2022
Intermediate - Commerce
Jauhar Degree College
Karachi 01.2014 - 01.2016
Diploma Associate Engineer - Mechanical Engineering
Ivotech Institute
Karachi 01.2014 - 01.2017
Matrculation - Computer Science
KMH High School
Karachi 01.2003 - 01.2014
Skills
Customer Relationship Management
Supply Chain and Logistics
CRM Software
B2B Market Research
Data Management
SLA
Compliance Management
Data Analysis
Time Management
Project Management
Communication
Software
SAP
Hubspot
LinkedIn Sales Navigator
Zoominfo
MS Excel
MS Office
Certification
Learning Excel: Data Analysis
Languages
Urdu
Bilingual or Proficient (C2)
A1
English
Advanced (C1)
A1
Timeline
Market Research Foundations
11-2022
Senior Back Office Executive
Ibex Pakistan
11.2022 - Current
Learning Excel: Data Analysis
11-2021
Associate Manager, Market Research
Zaphyre
11.2019 - 11.2022
Associate Degree in Commerce - Commerce
BBSUL
01.2018 - 06.2022
Supply Chain Specialist
Toyota Indus Motor Company
10.2017 - 10.2019
Quality Assurance Analyst
Electromech Engineering
02.2017 - 07.2017
Senior Student Counselor
Ilma University
01.2015 - 04.2016
Customer Service Manager
Zong
01.2014 - 11.2014
Intermediate - Commerce
Jauhar Degree College
01.2014 - 01.2016
Diploma Associate Engineer - Mechanical Engineering
Ivotech Institute
01.2014 - 01.2017
Matrculation - Computer Science
KMH High School
01.2003 - 01.2014
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