Customer Service Sales

Muhammad Salman Qureshi

Email: acqvbc@r.postjobfree.com

Skype ID :salmanqureshi949

Express Entry Profile No. : E000392382

Contact No. : +923*********

Address: A-466, Sector 11-B, North Karachi,

Karachi-75850, Pakistan

Professional Objective

An ambitious, highly motivated and energetic Business Manager with excellent marketing and business development skills. Experience of managing sales and established retail outlets and franchises. A result orientated professional with a proven ability to get results, generate revenue and improve services. Over seven years marketing experience of working in competitive industries and successfully identifying, developing and managing new business opportunities within these markets.

Educational Qualifications

[2003-2005] M.B.A., Marketing, Shah Abdul Latif University,Khairpur, Pakistan

[1994-1998] B.E., Electrical, NED University of Engineering and Technology,

Karachi, Pakistan

Experience

1-Business Manager Oct, 2007 – Till date

Pakistan Telecommunication Company Limited (PTCL)

Main Activities:

1-Business development and service solutions for business customers

Managed a team of three sales executives, forty one Field Sales Agents (FSAs) with twenty five strategic locations.

Planning and execution of BTL and other marketing activities

Operating outbound call center of 40 Tele Sales Agents (TSAs)

Deputing and assigning task and guiding sales executive for client handling

2-Planning and implementing marketing activities

Developing a marketing team to implement strategy and delivering on objectives

Constantly improving business development activities

Develop partnerships and relationships with third parties to meet strategic objectives

Identifying key marketing opportunities

Making sure that campaigns run to deadline and on budget

3-Fault Rectification & Complaint Handling

Provided high standard of internal quality assurance and employee management-utilizing direct communication across all business units in regards to retention, fraud, billing and troubleshooting

Dealing with and resolving the communication breakdowns

Public Dealing and addressing all type of public complaints of excessive billings regarding international and NWD local calls

Point of contact for various internal and technical problems resolution, managing escalations from customer

Building customer relationship and loyalty

Pro-active coordination with different departments and regions for quality customer service and service resolutions

4-Ensure Completion of Sales & revenue Targets

Meeting sales targets and NTC targets regarding copper, as well as DSL

Facilitating the increase in revenue per subscriber line by providing faultless smooth communication to the valued customers

Monitor the financial regulatory

Monitoring the recovery from defaulters through TRI (Telephone Revenue Inspector), SROs and ROs

Promoting products and services like PSTN, Broadband. IPTV and EVO

Preparing daily, weekly and monthly reports for senior managers

2-Senior Engineer (Maintenance) Dec, 2006 – Oct, 2007

Pakistan Telecommunication Company Limited (PTCL)

Main Activities

1-Vital in providing a high volume of quality customer support related to daily complaints log in Complaint Management System (CMS).

2-To supervise the routine testing of primary and Secondary Cables.

3-To perform preventive maintenance of Overhead lines / Underground cables.

4-To prepare estimates/BoQs for renovation/rehabilitation of OSP network.

5-Provision of new network to the concerned Exchange in order to full fill the pending demand.

6-In time provisioning of store and other resources in order to overcome the trouble shooting/break down.

7-To keep close contact with different companies to achieve the assigned target of provisioning and close contact with VAS Customers to resolve their all telecomm problems.

3-Sub Divisional Officer Phones Line and Wire Jun, 2002 – Dec, 2006

Pakistan Telecommunication Company Limited (PTCL)

Main Activities:

1-Achieved operation goals by keeping up to date on features, insurance regulations, and processes while maintaining brand dependability and creating loyal customers.

2-Manages Line and Wire Staff, monitors theirs performance and provides support on escalated issues on daily basis.

3-Tracks pending customer provisioning requests and faults and ensures all outstanding jobs are completed.

4-Ensures established SOPs are followed to clear all faults and verify all provisioning requests.

5-Ensures to meet all KPIs (Key Point Indicators) that is repeated faults, number of pending faults, number of pending NTC provisioning requests and pending NTC verifications.

6-To supervise rectification of underground Cable/ Line and Wire faults and provides fault free services to PSTN and Broadband customers.

7- Arrange marketing campaign in open areas in order to get healthy orders from customers.

8-Hiring of private labour in order to perform underground cable activity.

9-Ensures store is available on a timely basis to allow smooth functioning of all processes.

10-Arranged weekly, monthly meeting with valued customers in order to gain their confidence in our products.

Professional Training

Managerial Trainings:

1-Attended One day workshop on “living PTCL Values” on dated 16-10-2014 at Karachi.

2-Attended Two day in house workshop on “Fostering Creativity and Ownership for Business Excellence” by Dr Sunil Gupta, Lifetime Master Trainer on dated 01-10-2013.

3-Attended One day workshop on “Service Leadership Workshop” by RON KAUFMAN on dated 05-09-2012.

4-Attended One day workshop on “Leading Team” on dated 18-07-2012 at Karachi.

5-Attended One day workshop on “Talk, Solve and Resolve Training” on dated 15-03-2012 at Karachi.

6-Attended Two days training on “CRM End User Training” from 08-03-2012 to 09-03-2012.

7-Attended One day workshop on “Team Building for Performance Excellence” on dated 30-07-2010.

8-Attended One day workshop on “Communication and presentation Skills for better Customer Services” on dated 08-02-2010.

Technical Trainings:

1-03 days training on “NLM-PS System User” from Regional Telecom Training School (RTTS), Karachi, Pakistan, July, 2009.

2-9 Months certification of “Engineering Supervisor Phones” from Regional Telecom Training School (RTTS), Karachi, Pakistan, Oct, 2000

3-1.5 Years certification of “Telecom Technician” from Regional Telecom Training School (RTTS), Karachi, Pakistan, September, 1996.

Computer Skills

SAP

Billing and Customer Care (BnCC)

Customer Relationship Management (CRM)

Success Factor

MS-Office

Windows 7, 8.1

Managerial Skills

Influencing

Decision Making

Strong Networking skills

Critical and Strategic thinking

Negotiation Skill

Conflict Management

Result Oriented

Hire, train and motivate staff

Liaise with departmental and corporate officials and with other organizations

Ability to supervise more than 20 people and staff in various areas of responsibility

Sales and Marketing Skills

Dealing with customers and clients in a courteous, professional and diplomatic manner.

Capable of influencing the opinions of customers.

Winning over customers.

Establishing and maintaining positive customer relationships.

Able to adapt tone, language and style for different customers and situations.

Able to handle complaints, aggressive customers and difficult situations.

Visiting important accounts and clients to maintain good relations.

Delegating work according to an employee’s abilities and skills.

Effectively presenting information.

Building up effective customer service teams.

Willing to work nights, weekends, and holidays.

Ability to lead and motivate.

Root-cause analysis.

Analyzing and planning workflow.

Able to handle unreasonable expectations.

Personal Information:

Language Proficiency: English (IELTS=6.5 Bands)

Date of Birth: 14th Oct, 1974

Marital Status: Married

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