UMER SHAHZAD Riyadh, Saudi Arabia

Email: u_s83@hotmail.com

Contact: +966-533583670

Akama Status (Transferable) Driving License (Saudi Arabia) Joining: Immediately

OBJECTIVE

Having 12years experience working with fast paced industries of Telecom, Manufacturing and Services, I have gained on hand experience on conducting and supervising business operation in tight and pressure environments. Looking forward to learn and groom more by joining any growing, renowned organization and be the part of development.

WORK

EXPERIENCE

NAH Group (KSA) (Aug 2015 to till Date)

Operations Coordinator - Sales Riyadh, Saudi Arabia

Area of Responsibilities: Execution and assurance of smooth Sales operations in Central Region, was my core responsibility. In my Domain I used to coordinate and assist Sales team and procurement. Provided support and documents to existing and potential customers. Preparing delivery schedules and supervising shipping operations. Reprocessing of returned material and ensuring redelivery. While reporting to sales manager I was assisting him and 4 sales engineers in order to ensure Sale optimization, Customer Services and Sales administrative operations. Assisting accounts and finance from budgeting to recovery. Preparing Sales, performance and pipeline reports on weekly and quarterly basis. I had been participating in marketing activities in Riyadh Region. Record management and archiving are all under my supervision for business use. Using ERP, CRM and Microsoft Office suite for my work management with full professional on hand experience.

Power Solution Industries (KSA) (July 2013 till Aug 2015)

Operation Coordinator - Production Riyadh, Saudi Arabia

Area of Responsibilities:

My position was responsible for duties related to production Operations administrative requirements. Prepare production planning and forecast reports to assist production unit, based on monthly and quarterly sales forecast. On winning bids i used to prepare and initiate work order which hold in it sales order and delivery orders systematically. Assisting purchase department with production requirements for raw material and

WORK

EXPERIENCE

ACHIEVEMENTS:

logistics. Acquiring required testing and standards certificates from independent third parties. Acted as point of contact between PSI KSA and GCC sisters companies of PSI. Asset and manpower management for overall production units in KSA for PSI. Supervising Quality assurance team with maintaining production standards of ISO and local authorities. Worked on ERP, CRM and Microsoft Office suite as per job requirements.

World Call Telecom Ltd. (July 2005 to June 2013)

Quality Analyst, Lahore, Pakistan

Area of Responsibilities:

Supervision of the Quality Department Customer Operations. Keen monitoring of team member’s performance in order to keep profiles. Preparation of Performance Reports. Customer Operation’s Performance Dash Board based on CRM. Monthly, Weekly & Daily Performance Analysis. Trends & Complaints Analysis. Complaints & Aging (Resolved & Pending) Analysis. Customer Operations Department Performance Report Monthly. Product, Area and Fault wise Complaints Analysis. Quarterly, Half Yearly & Yearly Comparison Reports. Preparation of Bench Mark Report Monthly. Preparation of Employee of the Month in Customer Operation Department. Customer Service Center’s Walk-Ins & Revenue Analysis Ensuring first Call Resolution with successful execution of plans devised by Head Contact Center to keep service level as per industry standard. Following the directions given by Quality Manager Customer Operations. Execution of plans devised by Quality Manager Customer Operations to keep the services level (Contact Center) as per the defined target and expectation Effective queue management of shift by Hourly Calls Load Analysis. ASA (Average Speed of Answering) & ATT (Average Talk Time) Analysis. Trained newly hired employees on company’s policies and procedures and provided daily refreshers regarding business updates. Evaluated the CSR’s calls for quality assurance on daily basis and made sure to provide the proper feedback. Conducted one to one counseling sessions to exceed work quality and provided the coaching sessions as and when demanded by the team members. Created training modules for CSR’s on motivation, team building, customer handling, value added phrases and intra departmental working procedures.

Worked on CRM, Analysis, Customer Services, Quality Assurance, KPIs & SOPs Monitoring, Trainings, Mystery Shopping, MIS Coordination, Dash Board, Departmental Performance Analysis, In House Application Deployment, Team Building.

Deputation in Saltanat-e-Oman

Deputed in Saltant-e-Oman in 2009-10 for the Pilot Project of World Call and Oman Tel.

Worked in Oman Tel Call Center and taking inbound calls and responding customers according to their queries.

Got 1st

Position in Presentation Session and 2nd

for Global Call Center

Representative in Oman Tel.

Worked in Oman Tel more than 3months, experience and deal with International Customers with new products and tools.

EDUCATION

Master’s in Business Administration MBA (Marketing) Allama Iqbal University, Islamabad Islamabad, Pakistan

Bachelor in Arts (BA)

Punjab University, Lahore Lahore, Pakistan

PROFESSIONAL

TRAININGS

1. Certificate of Participation in Training of ‘Business Etiquettes & Professional Development Program’ conducted by HR Academy. 4-Days Experience facilitated by World Call Telecom Ltd.

2. Conducted Professional Trainings on:

Train the Trainees.

Leadership.

About You & Your Dress.

3. Certificate of Participation in Training TCS “Total Customer Satisfaction” TCS-101 & 109.

4. Certificate of participation in Training “Effective Communication” Part I & Part II.

COMPUTER &

BASIC SKILLS

CRM, ERP & Database Management

Expert in Microsoft Office Applications including: MS Word, MS Excel, MS Access, MS PowerPoint.

Strong Reporting, Analytical & Presentation Skills.

Able to solve problems, make decisions and establish good public relations

Excellent communicator along with coworkers and line managers

Highly adaptable to changes, willing to complete given task on time and under minimum supervision.

REFERENCES

Available upon request.