Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Network Power<100 people
Roles
💸100%
Marketing
🗿100%
HR
Geos
Work Background
DHL Express PakistanKey Account & Customer Care Manager
Jan. 2024Pakistan• Establish and maintain a Service Recovery System to ensure service failures (primarily claims and complaints) are promptly handled, ensuring customer satisfaction (e.g. NPA Feedback), and thereby minimise the negative impact on long term customer loyalty
• Work closely with Commercial Team to align Key Account and Customer Care resources as per Commercial customer segmentation
• Enabling technologies and systems that will enhance performance and quality. Work with other functions to enhance customer experience and add-value
• Work on improvement of DHL’s tracing and service recovery system and processes while ensuring cost efficiency to ensure quality customer experience
• Establish and maintain a system (covering processes and systems) for collecting, analysing and communicating Root Causes for Traces/Claims to relevant parties (including other functional areas and the network) to pre-empt recurrence of preventable trace actions
• Co-ordinate legal cases arising from shipment related incidents and claims and liaise with assigned legal counsels
• Create workload forecasts based on historical trends and other relevant factors and do manpower planning for the Customer Care and Key Account team. Regularly review the plans to manage workload accordingly.
• Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes
• Develop and manage annual budget, staffing, performance management, employee development and satisfaction, reward and recognition, training and development to build a high-performing Key Account and Customer Care team
• Implement corrective and preventive actions to pre-empt recurrence of inefficiencies in line with the focus on achievement of customer service excellence
• Place a comprehensive contingency plan to cover all possible scenarios of system failures, power outage, manpower shortage and workload spikes etc to ensure our customers get the best experience uninterrupted.
DHL Express PakistanCustomer Service Development Manager
Oct. 2019 - Jan. 2024Karachi, Pakistan- Responsible for all reporting on Global and Regional Key Performance Indicators to CS regional team
- To play a pivotal role assisting retention and enhancing performance of the customer service advisors through smart individual development plans
- To act as an integral part of the team responsible for formulating employee incentive and advisor/seller of the quarter scheme
- Responsible for conducting an in-depth root cause analysis to identify service failures and collaborate cross functionally to implement remedial actions leading to an ‘Insanely Customer Centric Culture- ICCC’
- Restructuring of reporting framework on the basis of departmental needs to monitor ongoing performance to enhance operational efficiencies and recommending procedures for process improvements.
- Monitor and analyse reports on Multi-Channel Tool (MCT) for Chat and Email interactions for customers - Lead planner for identifying training needs for CS and execute programs based on Certified International Specialist (CIS) modules
- Facilitating CIS training for ensuring 100% roll out of a comprehensive CS Induction training program for new frontline representatives including post training evaluations, knowledge assessments and feedback
- Developing local trainings as per the training need analysis and train employees on the same
DHL Express PakistanCustomer Service Analyst/Trainer
May. 2017 - Oct. 2019Karachi- To develop all reports and provide data analysis related to the department using the Global Systems of DHL (CS Combine for GEMA, CSV, Avaya Reporting for Agent and Customer Experience and Multichannel Tool for Customer Interactions). - To develop and execute trainings within the department and the company under the DHL’s Global CIS Program.
- Monitor and compare performance with KPIs and provide root cause analysis to ensure continuous improvement.
DHL Express PakistanCustomer Service Analyst
Oct. 2016 - May. 2017PakistanReporting Analyst in Customer Service Department. Other Responsibilities include:
• Daily, weekly and monthly reporting of Frontline, Backline, Key Accounts and Global Remote Booking services.
• Handling reports related to Key Accounts of DHL.
• Conducted Trainings for rotational plans within the department.
DHL Express PakistanIntern
Apr. 2016 - Oct. 2016Karachi, PakistanData analysis and reporting in Customer Service Development department.
Siddiqsons GroupStudent Intern
Jul. 2015 - Aug. 2015KarachiStudied the procurement, import and export procedures respectively and followed up with the SOPs and recommendations under each department.
Learned the planning and execution of the orders at the factory site.
Pakistan State OilSummer Internship
Jun. 2014 - Jul. 2014KarachiWorked as team member in the Brand Audit Research.
Made a short TVC as part of the secondary objective.
Intch is a Professional Networking App for the Future of WorkSee more people like Ibad on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1785112 people
26
Owner @ G sakhi Minerals Pakistan
21
Unit Head HR Off boardings and Services @ Faysal Bank
21
UX Designer & Researcher
168326 people
16
Aircraft Maintenance Engr. @ Pakistan Air Force
18
Virtual Assitant
30
Customer Experience Specialist @ Get Dandy