MUZAMMAL ASLAM
Summary
Professional with strong background in sales and customer service, equipped to drive revenue growth and enhance client satisfaction. Skilled in relationship building, problem-solving, and strategic planning. Known for adaptability in dynamic environments and fostering teamwork to achieve goals. Reliable, results-driven, and adept at aligning with evolving business needs.
Overview
20
20
years of professional experience
Work History
Quality Assurance Specialist
ibex. Pakistan
08.2022 - Current
- Currently engaged in the DGS Sales and Marketing Campaign, with four years of hands-on experience driving strategic growth and customer engagement.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
- Enhanced efficiency of QA department, introducing metrics-driven performance evaluations.
- Reported problems and concerns to management.
- Developed and implemented procedures to meet product quality standards.
- Liaised between quality control and other departments (WFM/Business Order) and clients.
- Conducted investigations into questionable test results.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
Executive Sales Representative
ibex. Pakistan
07.2021 - 08.2022
- Consistently achieved and surpassed monthly sales targets by skillfully converting customer service interactions into valuable sales opportunities.
- Developed customized solutions for clients'' specific needs, resulting in higher customer retention rates.
- Collaborated effectively with marketing teams to develop targeted campaigns that drove interest and generated leads.
- Generated quality leads(ADT/Alder Home Security Cameras) and transfer those leads to relevant departments
- Utilized CRM systems effectively for maintaining updated client records leading to improved organization of client information.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Negotiated prices, terms of sales and service.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Greeted customers and offered assistance with customizing packages. Finding out customer's need and requirements
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Customer Service Specialist
Supersonicz Money Transfer UK Limited
10.2018 - 07.2021
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Managed an average of 20 customer chats daily,delivering timely and effective responses.
- Act as POC (Point of contact) between customer s and management,ensuring compliance by reporting transaction issues.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Educated customers about billing, payment processing and support policies and procedures.
Dispatcher Coordinator
FedEx
10.2012 - 01.2018
- Initially joined the organization as a Station Service Agent and was subsequently promoted to Dispatch Coordinator in recognition of performance and capabilities.
- Promoted a culture of accountability within the department by setting clear expectations for performance and holding team members responsible for achieving results.
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Established key partnerships both internally and externally that contributed significantly toward achieving organizational objectives.
- Improved safety protocols, significantly reducing workplace incidents by conducting regular audits and training sessions.
- Enhanced team productivity with comprehensive training programs on new software tools.
- Boosted overall customer satisfaction, resolving complaints and inquiries in timely and empathetic manner.
- Trained new dispatchers on company procedures, software applications, and communication protocols.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
Operations Specialist
Zajel Courier Company
01.2010 - 10.2012
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Collected, arranged, and input information into database system.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Streamlined warehouse operations, improving efficiency by redesigning layout and workflow.
- Spearheaded digital transformation project, modernizing legacy systems to enhance operational agility.
- Developed and maintained operational procedures to ensure compliance with industry standards and regulations.
- Conducted regular reviews of operations and identified areas for improvement.
- Educated staff on organizational mission and goals to help employees achieve success.
Senior Service Executive
DHL Express
05.2007 - 01.2010
- Provided exceptional customer service at service points, resolving inquiries and issues promptly to ensure high customer satisfaction.
- Assisted in monitoring and maintaining service quality standards at the service points to enhance operational efficiency.
- Evaluated staff performances regularly through KPIs monitoring; recognized top performers while addressing skill gaps through targeted coaching/training sessions.
- Analyzed comprehensive data sets to make informed decisions regarding resource allocation and budgeting requirements.
- Managed a high-performing service team, consistently exceeding performance targets and maintaining exceptional customer satisfaction levels.
- Handled cash transactions and accurately uploaded financial details into the systems.
- Organized promotional events and interacted with community to increase sales volume.
Retail Sales Specialist
Eros Group E- Dubai-United Arab Emirates
04.2005 - 04.2007
- Increased customer satisfaction by providing expert product knowledge and personalized recommendations.
- Provided exceptional customer service by attentively listening to needs and offering tailored solutions.
- Consistently met or exceeded individual sales goals while contributing to overall store success.
- Delivered in-depth information on product features so customers could make educated decisions before purchase.
- Helped customers complete purchases, locate items, and join reward programs.
- Trained new staff members on company policies, procedures, and best practices for retail sales success.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Collaborated with team members to achieve monthly sales targets and maintain high performance standards.
- Greeted customers and helped with product questions, selections, and purchases.
- Managed day-to-day staffing and handled scheduling for all sales merchandisers in different locations across all Emirates (Carrefour/LuLu Hypermarkets).
- Supported store marketing initiatives through participation in promotional events and merchandising activities.
Education
Associate's degree - Business Administration and Management, General
London Metropolitan University
01-2018
High School Diploma -
Pakistan Education Academy Dubai, UAE
Dubai, UAE03-2005
Certificate - Arabic Language Course
Atlas Institute Dubai UAE
Dubai UAE01-2005
Diploma - Airline & Airport Customer Care
Stone Bridge Institute UK
Dubai,UAE07-2007
Skills
- Detail-oriented
- Quality assurance
- Analytical thinking
- Problem-solving skills
- Team collaboration
- Customer service
- Quality improvements
- Data analysis
- Decision-making
- Documentation and reporting
- Internal audits
- Project management
- Customer focus
- Warehouse operations
- Verbal and written communication
- Collaboration skills
- Staff training
- Corrective actions
Additional Information
I have a Valid Light Vehicle Driver's License. While doing my High School, I used to do a job as a Sales promoter in GITEX Dubai ,
with different companies like Jumbo Electronics/Ashraf & Partners, Plugins Dubai UAE.
LANGUAGES
English: Proficient
Bilingual or Proficient (C2)
Arabic: Intermediate
Upper intermediate (B2)
Timeline
Quality Assurance Specialist
ibex. Pakistan
08.2022 - Current
Executive Sales Representative
ibex. Pakistan
07.2021 - 08.2022
Customer Service Specialist
Supersonicz Money Transfer UK Limited
10.2018 - 07.2021
Dispatcher Coordinator
FedEx
10.2012 - 01.2018
Operations Specialist
Zajel Courier Company
01.2010 - 10.2012
Senior Service Executive
DHL Express
05.2007 - 01.2010
Retail Sales Specialist
Eros Group E- Dubai-United Arab Emirates
04.2005 - 04.2007
Associate's degree - Business Administration and Management, General
London Metropolitan University
High School Diploma -
Pakistan Education Academy Dubai, UAE
Certificate - Arabic Language Course
Atlas Institute Dubai UAE
Diploma - Airline & Airport Customer Care
Stone Bridge Institute UK
KEY ACHIEVEMENTS
- Customer Satisfaction Boost: Increased customer satisfaction by 20% through improved service protocols.
- Quality Assurance Excellence: Reduced quality assurance errors by 15% year over year.
- Sales Targets Exceeded: Surpassed sales targets by 30% consistently for 6 months.
- Team Training Success: Trained and onboarded 50+ new team members efficiently.
COURSES
- Time Management
- MS Excel
- Aviation Skills
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