Results-oriented professional with over 10 years of experience in the field of supply chain management. Recently promoted to the position of Incharge, Customer Services Department, in the Cadre of Deputy Manager.In addition to my extensive supply chain expertise, I am entrusted with the responsibility of overseeing nationwide activities within the Customer Services Department. With a strong focus on customer satisfaction, I lead a diverse team and manage various channels, including call centers, social media platforms, and other official and unofficial mediums for addressing complaints.Throughout my career, I have consistently demonstrated my ability to optimize processes, improve operational efficiency, and enhance the overall customer experience. Leveraging my supply chain background, I bring a unique perspective to managing customer service operations, aligning them with broader organizational goals.My proficiency in team management, coupled with my expertise in call center management and utilization of social media platforms, allows me to drive excellence and ensure timely resolutions for customer queries and concerns. I am also adept at leveraging technology and data-driven insights to identify opportunities for improvement and implement effective strategies.I have a proven track record of collaborating with cross-functional teams, including Board of Directors, to develop customer-centric initiatives and align them with the organization's vision. With a strong analytical mindset and strategic thinking abilities, I continuously seek innovative solutions to enhance customer satisfaction and deliver tangible results.I am eager to connect with professionals in the supply chain and customer service domains, fostering collaboration, exchanging best practices, and staying updated with industry trends. Please feel free to reach out for networking opportunities, collaborative projects, or discussions on supply chain and customer service strategies.Results-oriented professional with over 10 years of experience in the field o

=>Customer Related:*Ensure timely closure of customer complaints by tracking and follow up*To monitor call center performance and initiatives through call center (Nationwide)*Social Media Complaints Management*To take new initiatives and follow up of all past initiatives to add value in business (Nationwide)*Utilizing in-house automation to facilitate customers ensuring compliance on policies / procedures=>SCM Related*Stock arrangement for delayed orders*Replenishment against low-stock / non-stock items and entertain delayed deliveries*Coordination with production & SCM in head office for fulfilling region’s requirement=>Operational*Critical / high profile complaints resolutions (delayed orders & Product related)*Critical / high profile complaints resolution related to product / fixing & others *Conflict identification, resolution & C&R Measures*Audit of complaints escalated to management & preparation of report (Nationwide)* Supervision of CSRs Nationwide* CRM Reconciliation *Training of Team members* Daily / Weekly / Monthly sessions to reduce complaints & strategy planning for closure within given parameters*Performance Evaluation of Team Members=> Reporting (Weekly, Monthly, Quarterly & Annuall)* Ensure department performance evaluation and share report* Follow up with installation teams & CSRs nationwide & share report* Follow up on closed sites & share customer's feedback analysis monthly* Monitor Call center agents, inbound calls traffic & share report* Monitor Complaint Tickets & share its performance analysis report of CSRs nationwide * Sales Leads Management => Call Center Management* Monitor Agents Performance on prescribed parameters* Liaison for critical updates & Marketing Campaigns* Training of Newly hired agnets* Performance Evaluation Reports Management & its escalation to management* Monitor Trends, designate resources, and define roasters* Leads Management (generated from Call Center)

=>Customer Related:*Ensure timely closure of customer complaints by tracking and follow up (Regional)*Timely action on all complaints received about delayed deliveries & update to customers (Regional)*To monitor call center performance and initiatives through call center (Nationwide)*To provide timely solution to our customers who are complaining at our social media (Nationwide)*To take new initiatives and follow up of all past initiatives to add value in business (Nationwide)=>SCM Related *Stock arrangement for delayed orders. (Regional)*Replenishment against low-stock / non-stock items and entertain delayed deliveries. (Regional)*Coordination with production & SCM in head office for fulfilling region’s requirement (Regional)*Preparing Ready Orders Report, segregation on merit, and circulate to concerns for closure (Regional)*Escalate matters of high profile and critical in Bi-weekly SCM Coordination Meetings=>Operational*Critical / high profile delayed orders arrangement & delivery (Nationwide) *Critical / high profile complaints resolution related to product / fixing & others (Nationwide)*Conflict probe, investigation & resolution on mismanaged cases (Nationwide)*Audit of complaints escalated to management & preparation of report (Nationwide)*Social Media Complaints Management

• Preparing Inventory Availability Summary Report for ordering purpose• Preparing Return Summary Report for shipping the refunded phones to vendor• Preparing Trade up devices report to find out not shipped and awaiting receipt devices• Preparing Return devices credit received report for removing the devices from inventory on which we have received credit from vendor• Prepare Return Authorization forms on vendor website• UPS shipping labels creation from UPS web to schedule on time pick up• Pulling invoices and refund invoices from RQ4 for return phones• Store wise emailing with bright point RA form, shipping label, invoice and refund invoice as per standard draft• RMA (Return Merchandise Authorization) creation in RQ4 after RA confirmation from stores• RMA follow up with stores either its shipped or not and update in tracker • Inventory Reconciliation• Follow up on the devices on which we not received the credit with bright point• Ordering of clover kits to vendor for shipping trade up devices• Schedule pick-ups for trade up devices twice in a week with packing slips and UPS labels• Trade up devices emails to stores market wise of old and new clover devices as per given SOP• Follow up with stores for clover signed packing slip either its shipped or not and update in tracker• Resolving issues of retail stores / Sales team for device / Accessory addition, replacement, transfer to other location, clover, and keeping their track on RQ software.• Phone ordering at bight point portal following approved phone order report and create its POs in ERP-RQ4• Follow up on RQ4 overdue orders with stores if phones/ accessory status showing delivered as per given SOP• Phone shuffling from one store to another store as per requirement and instruct stores to follow FIFO method• Phones PO creation in RQ4 of all vendors following orders / invoices on daily basis• Any additional task assigned by line managers.

Making sure availability of required items against corporate orders, in system (SAP).
Preparation of relevant documents and liaison with concerned departments for delivery at site.
Handle the processing of all corporate orders with accuracy and make sure production meets timelines.
Update clients for any unforeseen delays & productions issues.
Follow-up with factory & Warehouse for timely manufacturing & Delivery at site/Warehouse.
Keep corporate sales updated for their orders.
Facilitate corporate sales team for smooth execution of orders, and 100% delivery at site.
Keep track of ready orders in factory.
Keep track of orders in production.
Coordinate with corporate sales team to manage delivery / order payment schedules and update in Order
Management module of SAP.
Keep track of data base, maintain and present reports whenever, wherever required by corporate head.
Monitor team’s performance, identify shortcomings, and propose improvements.
Ensure adherence to laws & policies.
Track billing of delivered/installed orders
Work with other departments to bring in additional help on creating sales presentations when needed.
Provide operational support and guidance to ensure maximum productivity of the corporate sales team.
Prepare system based (SAP) reports for pending delivery documents, pending system updates, billings,
executed / in process/delivered orders.
Planning of upcoming order in coordination with sales team.

Prepare, update and maintain intimation log and further distribution of intimations as per requirements.
Align site supervisors, contractors and labor for timely execution of site.
Verify measurements; provide store issuances to concerned supervisors for smooth execution of open sites.
Prepare and update reports related to shortfalls, update site schedules and FFR on SAPHANA.
KPO of Sites Department for SAPHANA.
Manage bills and prepare advance in coordination with accounts and audit.
Effectively coordinate with sales persons and clients.
Supervision of team of carpenters & Polish man for retail installations in South region (Sindh & Baluchistan)
Supervision of Site Supervisor for Corporate projects (Office Furniture)
Follow up of complaints, execution of their rectification, and follow up of replacements (If needed)
Supervision of outsource contractors for smooth and timely execution of projects (Office Furniture)
Facilitate sales team for their requirements on account of order preparations.
Showrooms display rectifications, after Sales Service / Complaints & its rectifications.
Follow up with clients for Feedback on FFR Verification by QA Department and resolution of their complaints till their satisfaction and report back to secretary to DS&M.
Frequent site visits to ensure customer satisfaction.
Execution of special tasks assigned by Dy. Manager Operations & Manager Operations.
Maintaining petty cash of sites, for on-site expenses occurred by site supervisors, clearance from ledger.
Tie-up with accounts department for smooth payment procedure of contractor summaries, advances, and retention money, furthermore, liaison with accounts department for documentations, inventory related issues, and petty cash ledger clearance.
Providing support to QA department for completed / on-going site’s audit.
Project planning / management for installations of corporate clients’ i.e. Allied Bank Limited, Musl

* Prepare, update and maintain intimation log and further distribution of intimations as per requirements.

* Align site supervisors, contractors and labor for timely execution of site

* Verify measurements and provide SIN to concerned supervisors

* Prepare and update reports related to shortfalls, update site schedules and FFR on ERP

* Manage bills and prepare advance in coordination with accounts and audit

* Effectively coordinate with sales persons and clients

* Prepare site reports and other documents wherever necessary

Operations of Group & affiliated companies

• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
• Manage and increase the effectiveness and efficiency of Support Services (HR, IT, Production House, Kennel Club, IPR and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Organization of fiscal documents.
• Responsible for Corporate documentation, registrations with Regulatory Authorities.
• Contribute to short and long-term organizational planning and strategy as a member of the management team
• Maintains equipment by planning equipment procurement and maintenance; evaluating products, service, and warranties.
• Prepares reports by collecting, analyzing, and summarizing operational data and trends.
• Operations of Kennel Club of Pakistan across the country, including records of members, their pets,, documents of pets and organizing Dog Shows/Championships.
• Surveillance, profile (corporate / individual) scrutiny, verifications on different levels.
• Online research, news/media, corporate, litigation, reverse directorship.
• Visa processing, travel itinerary, protocols & security arrangements for foreign delegations.
• Maintains records by defining procedures for retention, protection, retrieval, transfer and disposal of records.
• Logistic support for media house, pre-production & post production.
• Schedules and ensures proper utilization of organization's facilities and personnel for production.
• Coordination with Directors to determine most efficient execution of production design including staging and lighting environment

• Evaluate requisition forms, as assigned, to ensure purchases meet requirements.
• Initiate and process requests for quotations for department purchases, researching, evaluating, and making appropriate selection of commodity or service classification from the market.
• Update vendor database files in order to establish authorized vendor status.
• Facilitating assigned branches and its BTS/Core sites within the region, for their monthly requirements, documentation for purchase order, follow up with suppliers and timely deliveries.
• Market survey for best possible material in a competitive rate.
• Keep track of all systems, devices etc. being procured and coordination with HR/department for its arrangement and disbursement.
• Pre-delivery quality control for supplied material.
• Coordination with Procurement Manager for approval of rates & quality.
Complete follow up of order from branch requisition till clearance of bill.
Coordination between supplier and transporters for on-time deliveries.
• Preparation of monthly, weekly, and daily update reports for supply chain.
• Research for alternative items with economical prices & good quality.
• Logistic support to management for domestic & Int. Movement (with / without cargo)
Other tasks as assigned by Procurement Manager

• Joined as Regional Marketing Manager for Mazar-e-Sharif, Balkh.
• Promoted to Regional Administrator within 8 months with added responsibilities of administration and HR.
• Best Team Manager Award for the year 2009 (for starting & setting up the region, marketing & sales, and become 2nd best performer of the year among 9 regions.
• Regional sale was increased up to 250% within six months.
• Company’s focal person for commercial WIFI internet service to NATO soldiers.
• Inventory Control for office Telecom equipment, procuring assets