Travelling
Umair Jamshed
Customer Operations & Sales Management
Lahore,Punjab
Summary
Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving assigned goals by monitoring employee performance and coaching staff on effective methods. Skilled in solving complicated issues and making proactive operational changes. Experienced Floor Supervisor well-versed in directing, motivating and enhancing teams of 30 to 60 personnel focused on day-to -day operations. Excellent leader, decision-maker and time-manager with 10-years career in customer operations.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Floor Supervisor
Pakistan Telecomuication Limited (Ufone)
Lahore, Punjab
08.2013 - Current
- To manage team & supervise team Min 25 to Max 60 CSE’s to meet team based qualitative and quantitative KPI’s and required performances.
- To ensure self and agents adherence to schedules & office ethics and performance optimization in day to day operations.
- To keep themselves updated about all current/updates & processes and to conduct shift refresher sessions for the same.
- To monitor, coach and guide CSRs during the shift for performance improvement and better customer handling. To talk to the irate/escalated customers as and when required during the shift.
- To interact with the internal & external customers in an efficient, friendly and professional manner.
- To participate in management meetings by contributing ideas for improvement & enhancing customer satisfaction.
- To analyze/follow up the current hot issues and irate customers complaints & escalate to Floor Manager/Concerned departments (As required) during the operations.
- Various Innovative process and sub process developed to make the operation even more effective and productive.
- Reduced employee turnover with hands-on leadership and coaching.
- Trained team members in successful strategies to meet operational and sales targets.
Customer Service Exceutive
Ufone
Lahore, Punjab
12.2008 - 07.2013
- Top performer among 200 team members 7 times consecutively
- Maintained 98% quality in delivering and facilitating the customers for 5 years.
- Achieved 97% performance in achieving daily targets for 5 years.
- Provide excellent customer services while in contact with customers over the telephone in accordance to the defined SOPs.
- Communicated effectively and efficiently, while handling customers online and display strong and effective call management techniques
- Remained updated on all current policies, procedures, promotions, products, and value added services offered by the company by attending shift meetings and refresher sessions.
Education
Master of Science - Marketing Management
09.2006 - 11.2008
Skills
Team Supervision
Customer Relations
Employee training
Staff Management
Performance Optimization
Quality controls
Accomplishments
- Nationwide Top performer among supervisors multiple times.
- Resolved product issue through consumer testing.
- Achieved growth 10% by completing of IVR utilization with accuracy and efficiency.
- Supervised team of 60 staff members.
- Collaborated with different teams in the development of USSD based blocking restoration of number.
- Achieved 9% growth in upselling through effectively managed and analyze data by using Microsoft excell with the help of post analysis.
Certification
Quality & IC policy (ISO)
Additional Information
Nestle Pakistan Limited July-Aug 2008
Intern(Sales & Distribution)
Project classifying the shops according to Nestle Chilled Dairy stock depth and check the stock availability, visibility and accessibility in the Lahore region.
Project on Supply Chain Management and Distribution Management in Nestle Chilled Dairy
MBE Projects
Project on Sales Management to explained the Sale Management Strategies of Nestle and arranged stalls of nestle products being sponsored by Nestle .It was a practical presentation.
Project Management to explain the Organizational Structure and Design.
Project carried on the Nestle Pakistan Limited
Project Marketing Launching of a new product with complete specification (Idea, Marketing Research, Plan, Distribution Channel, Targeting etc) and covered all aspects
Matrix Sourcing Jun-Aug 2006
Intern(Merchandizing)
Worked as an Accessory approval in NIKE Production Department
Additional Skills & Experience:
- Excellent interpersonal and communication skill
- Strong attention to detail and ability to work under pressure
- Have creditentional to operate MS Office
- Delivered 40 lectures to B.com class in Model Town Degree College Lahore
- Delivered 52 lectures of Mathematics to Inter class in Ahmed Hassan Poly Technical College Lahore
Part time 10 Years retail shop experience in AUTO SPARE PARTS BUSINESS
Interests
Snooker
Cricket
Timeline
Conflict Management
06-2018
Project Management
02-2017
Time & Stress Management
12-2016
Smart Phones Training
11-2014
Quality & IC policy (ISO)
09-2014
Floor Supervisor - Pakistan Telecomuication Limited (Ufone)
08.2013 - Current
Customer Service Exceutive - Ufone
12.2008 - 07.2013
University of Punjab - Master of Science, Marketing Management
09.2006 - 11.2008