MUHAMMAD ARHAM
Lahore
Summary
I am a Dynamic Operations Manager with a proven track record at well-known organizations, excelling in client relations and project management. Skilled in cross-department collaboration and performance evaluation, I have effectively enhanced customer satisfaction and streamlined workflows, driving qualitative results in high-pressure environments. Adept at problem-solving and team motivation, I consistently deliver impactful outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Experience
SHJ International
Lahore
09.2022 - Current
- Dealing with Domestic and International clients regarding their projects. Ensuring client satisfaction, and gracefully handling any complaints.
- Monitoring the CRM, TMS, and other tools, including LIVE CHAT, ZOHO, CLIQ, and META Portals.
- Assigning tasks to teams to be completed each shift. Managing multiple projects, as well as staff members. Maintaining an orderly workflow according to priorities.
- Effectively addressed problems and troubleshooted issues as they emerged without management guidance.
- Reporting to the CEO and general manager, meeting with management to review goals and metrics
- Controlling resources and utilizing assets to achieve qualitative and quantitative targets
- Keeping accurate records and document customer service actions and discussions
- Developing service procedures, policies, and standards.
- Worked closely with other departments such as marketing, web-development and IT to ensure alignment on company goals and objectives related to customer satisfaction.
Operations Supervisor
LAKSON Group of Companies
Lahore
03.2022 - 09.2022
- As LAKSON holds McDonalds, Palmolive, Fiber Net , Concave-Agri, KESCO, and some national and International projects, I was taking care of their customer care department like chat, email and calling.
- Evaluating and reporting on department metrics to upper management. Evaluating the performance of assigned employees, delivering positive and negative feedback and addressing any shortcomings.
- Motivating and supervising employees. Recruiting quality employees to provide high-quality customer support.
- Coming up with effective strategies to enhance the organization's financial health. Planning and executing departmental budgets.
- Giving presentations to clients about daily, quarterly and monthly reports. Understanding and helping to meet the targets and aims of the client
- Researching industry trends and providing advice to colleagues about client strategy or new sales opportunities.
Floor Supervisor
CHEETAY.PK
Lahore
03.2021 - 02.2022
- Dealing with Cheetay app-related orders (from the app to the client's doorstep). Maintaining dark house/warehouse stocks via ERP.
- Dealing with different clients, such as grocery vendors, restaurant organizations, and handling customers' and riders' queries.
- Planned workflow, coordinated employee scheduling and assigned duties to maintain performance and accommodate fluctuating workloads.
- Preparing reports and analyzing data to assist management as they determine customer care goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Monetizing the call center and email/chats operation.
Operation Team Lead
IBEX.CO.PK
Lahore
12.2019 - 02.2021
- Working in domestic (Jazz Cash) and international (Walmart) campaigns.
- As team lead, I was monitoring customer care department issues. In JazzCash, customer accounts and transaction issues are related. In Walmart, about customers' orders related to contacting vendors.
- Helping supervisors to make a roster of agents, train them on new queries, and improve the quality more accurately.
- Analyzing daily reports so the management can see the highlighted issue.
Escalation Support Lead
MINDBRIDGE
Lahore
08.2018 - 11.2019
- Promoted from agent to Escalation Support Lead, first in the domestic (Jazz) campaign, then in the international (Uber Eats) campaign.
- Customer representative highlighted the issues so with the better assistance they were resolved with client satisfactions.
- Analyze and monitor customer Problem Reports (PRs)..
- Interact with GSS to ensure that appropriate resources have been allocated, and PRs are being actively handled in the right manner.
Public Relation Officer
OPPO Mobile Company
Lahore
01.2018 - 07.2018
- Planning PR campaigns and strategies for high sales.
- Monitoring the public opinion via social media about the OPPO's products and feedbacks.
- Representing the company at events such as exhibitions, open days, and sponsorships.
- Developing good working relationships with the vendors.
- Arrangements for advertising or promotional.
Education
MASS-COMMUNICATION - Research Study
Punjab University
Lahore03-2023
NexSkill - BASIC DEVELOPMENT AND MARKETING STRATEGIES
NexSkill
Lahore01.2022
Associate Degree in Mass Communication - Journalism And Mass Communication
Punjab University
Lahore11-2021
Brain Institute of Computer Science - IT & Internet Marketing
Brain Institute of Computer Science
Lahore01.2019
FSc - Engineering
Govt College Township
Lahore04-2016
Matric - Science
AMS High School
Lahore04-2014
Skills
- Project management
- Performance evaluation
- Cross-department collaboration
- Client relations
- Effective communication
- Operations monitoring
- High-pressure environments
- Schedule management
- Staff training
- Event Organizer
- Team motivation
- Leadership
- Problem Solving
- Time management
Accomplishments
- Best Performance Award, MindBridge, 2018
- Supervisor of the Month, LAKSON Group Companies, 2022
- Team Lead of the Month, Ibex.co, 2020
- Best Performance Award, SHJ International (2022, 2023, 2024)
- Manager of the Month, SHJ International, 2024
Social Contact
LinkedIn: https://www.linkedin.com/in/muhammadarhamb32891218/
Facebook: https://www.facebook.com/arham.mayoo.3
Instagram: @arham_mayoo786
Twitter: @arham_mayoo786
Personal Information
- Gender: Male
- Nationality: Pakistani
- Religion: Islam
Affiliations
- Sports bike racing
- Photographing
- Modifying the stuff
Certification
- Effective communication skills, 2022
Languages
Urdu
First Language
English
Advanced (C1)
C1
Punjabi
Proficient (C2)
C2
Meowati
Proficient (C2)
C2
References
References available upon request.
Golden Words
People do not decide their future, they decide their habits and their habits decide their futures - James Clear
Timeline
Operations Manager, Customer Experience
SHJ International
09.2022 - Current
Operations Supervisor
LAKSON Group of Companies
03.2022 - 09.2022
Floor Supervisor
CHEETAY.PK
03.2021 - 02.2022
Operation Team Lead
IBEX.CO.PK
12.2019 - 02.2021
Escalation Support Lead
MINDBRIDGE
08.2018 - 11.2019
Public Relation Officer
OPPO Mobile Company
01.2018 - 07.2018
MASS-COMMUNICATION - Research Study
Punjab University
NexSkill - BASIC DEVELOPMENT AND MARKETING STRATEGIES
NexSkill
Associate Degree in Mass Communication - Journalism And Mass Communication
Punjab University
Brain Institute of Computer Science - IT & Internet Marketing
Brain Institute of Computer Science
FSc - Engineering
Govt College Township
Matric - Science
AMS High School
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