Sales Customer Service

B I LAL SAT TAR Page * Cellular: 713-***-****

B I L A L SA T T A R

***** ******** ***** **. ***** Land, Tx 77478

E-mail: ************@*****.***

OBJECTIVE

To secure an opportunity that will allow me to utilize my SAP – FICO knowledge, leadership, project management and

analytical abilities to enhance organization’s performance and support the company’s strategic initiatives.

SUMMARY OF QUALIFICATIONS

An accomplished goal oriented management professional with over 15 years of comprehensive experience in a diverse

customer support environment. Highly knowledgeable in Business principles and processes. An understanding,

innovative individual who has an excellent sense of team work to get results by instilling commitment, trust, fairness

and loyalty. Experience in:

Extensive Care/Tech/Retention experience Strong Customer Focus

Great coach Professional demeanor and strong interpersonal skills

Exceptional Communications skills Strong negotiator and decision maker

Strong analytical ability & problem Solving skills Project Management

Staff Management and Development Proven ability to inspire change and deliver results

EXPERIENCE_

2004 – Present Verizon Wireless (Technical Support Supervisor) Houston, TX

• Point of Contact for Associate Director

• Conduct staff meetings to brief team on updates and align expectations

• Mentor new supervisors on roles and responsibilities and share best practices

• Resolve executive and escalated complaints from subordinates and peers

• Provide peer coaching on maximizing performance and personal development

• Foster an environment of team work, continuous learning and accountability

• Ensure employee quality, efficiency and financial expectations are met

• Perform statistical analysis of performance trends and create actions plans

• Coordinate performance incentive plans, determine program criteria and design themes

• Assist with departmental staffing and interviewing

• Conduct weekly, monthly, biannual and annual performance reviews

• Monitor, measure, train and motivate a team of 12 technical support coordinators

• Assist employee motivation and goals to establish long term career paths

• Provide ongoing and ad-hoc training of new products, services and policies

• Partner with network group, engineers and technicians to ensure resolution of network issues

• Partner with Human Resources to ensure consistency and adherence of company policies

• Execute in various roles on multiple project teams (3 day repeats, OCCs, FCR, M&P)

1998 - 2004 Verizon Wireless (Lead Coordinator/Data Analyst) Houston, TX

• Managing teams with the Supervisor. Tracking and reporting attendance and Adherence issues to the

Supervisor. Escalating customer-facing problems (Trouble Tickets) for the reps. Answering questions and

B I LAL SAT TAR Page 2 Cellular: 713-***-****

concerns for the reps. Help the Supervisor identify and implement the factors that could improve the

performance of the team.

1996 – 1998 Paging Network of Florida (District Inventory Control Supervisor) Ft Lauderdale, Fl

• Managing a team of 32 Programmers and Technicians, Trouble shoot and problem solving of day to day

issues with pagers and/or customers. Responsible for the access of user accounts and the locations within

inventory department. Handling Account, Assisting Sales/Service Representatives, Coordination between

Departments. Maintain budgeted repair level and Payroll. Responsible for the equipment worth

approximately Six Million Dollars and reconciliation with the other departments for the same.

1994 – 1996 Pakistan Mobile Communications Limited (Customer Services Manager) Karachi, Pakistan

• Managing a team of Customer Service Officers and Technicians to achieve the highest level of Customer

Satisfaction at the same time achieving the number of Walk-in Sales.

• Assigned a project to work with Network team, to create feasibility to add new cell site setup. Responsible for

Forecasting, Planning, Budgeting, Organizing and Communicating with realtors and contractors to obtain

bids. Holding pre-bid meetings, releasing bids, evaluating bids, making recommendations for bid awards, and

documenting awards. Managed the selection and implementation phases of contractors – Ensuring all work

performed within schedule, budget and acceptable standards of Mobilink.

1992 – 1994 Paging Network of Miami (Technical Support Programmer) Miami, Fl

• Trouble shooting the broken pagers. Recrystalizing/Tuning pagers from alien frequencies to frequencies

supported by Pagenet.

1983 - 1991 Jaffer Brothers (PVT) Limited (Software Engineer) Karachi, Pakistan

• Providing day to day support to the customers on DEC VAX/VMS and other layered products. The territory

comprised of different cities of Pakistan and Bangladesh. Installation, Upgrading and maintenance of the

systems, training of Managers and the other users (internal/external). Maintain in-house media library. Assist

Sales Staff in Pre/Post Sales Process. Responsible for the testing/trouble shooting of all new products before

marketing. Training Coordinator: Planning, Organizing Seminars and Special Training Sessions.

Create/design/implement Training Curriculum for internal/external Customers.

EDUCATION

• Bachelor of Commerce (Accounts), University of Karachi – Pakistan

• Training on SAP-FICO

• Microsoft Certified Professional – Houston TX

Windows NT Workstation 4, Windows NT Server 4.0, Proxy Server 2.0

• Courses and Seminars attended at Pagenet of Florida

Exemplary Service Skills

Time Quest Training

The Supervisor’s Workshop

• Executive Development Centre - Jaffer Brothers (PVT) Limited

Customer Relations, Human Behavior, Marketing and Selling Skills,

B I LAL SAT TAR Page 3 Cellular: 713-***-****

Advertising, Finance for Non Finance Executives

Computerization in Banking, Expense Control

• Training by Motorola University

Attended courses on Sales, Customer Services, Neuro Linguistic Programming Leadership Quest,

Management Skills and Communication Skills.

ACCOMPLISHMENTS

Selected for CDMA Data Team of 15 employees to start a new Mobile Internet Customer Care Department.

Awarded Employee of the Month Employee of the Quarter (Jul. 2001 - Sept. 2001) Perfect Attendance

Awarded Circle of Excellence 1996 Lowest OCC for the year award Lowest equipment discount for the

year award.

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