Munazza Sami
Customer Services
Sharjah
Summary of Career
1. • Coordinate with Helpdesk & Network operations for resolving customer complaints.
2. • Responsible for customer account payment collection and updated to finance department • Reconcile credit notes on Terminus (ERP Billing system). • Prepare monthly sales report
3. • Conduct regular sales and operations meetings. • Brief employees on current sales goals, promotions, and other relevant information. • Organize marketing activities and events for the branch.
4. • Acquire a thorough understanding of key customer needs and requirements. • Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition. • Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
5. • Play an integral part in generating new sales that will turn into long-lasting relationships. • Prepare service license agreements, MOU, and other legal documents to generate a smooth sales procedure. • Lock the leads in the sales funnel.
6. • Ensure the correct products and services are delivered to customers promptly. • Serve as the link of communication between key customers and internal teams.
7. • Increase brand awareness for the company within the community. • Interacting with customers regularly to ensure satisfaction and gain useful feedback
8. • Administrate Activation and Termination of internet Services. • Administrate all Field activities regarding internet Services Deployment.
9. • Reconciling customer complaints with Field activities. • Managing internal SLA for services deployment and incident resolution time.
10. • Prepare and deliver an appropriate presentation on products and services. • Ensure the availability of stock for sales and demonstrations
Experience as Ghostwriter
Ebook Consultant
09 January 2021
To date
Research and gather data from different websites, articles, blogs as per client requirment and paraphrase to make it plagiarism free
Experience as Customer Services Executive
Sybrid
03 June 2009
01 December 2012
• Inform and guide about new promotions and activities.
• Log the concern of customers in CRM regarding different products.
• Forward complaints, suggestions, and feedback of customers to the relevant department.
• Making outbound calls for market research.
• Extract monthly stats of complaints and information calls.
• Give training to new agents regarding products and call handling.
• Update client about new scenarios
• Update agents about new products and activities.
• Compile a complete call log and send it to the client.
• Assisting in software application training for CSEs
• Use of convincing skills to resolve Operational issues and complaints.
• Inform about new promotions.
• Order punching.
• Send order to the relevant branch.
• Note down complaints on CMT.
Experience as Account Manager - Branch incharge
Cyber Internet Service Pvt Ltd
12 December 2012
05 October 2016
• Administrate Activation and Termination of DSL Services.
• Administrate all Field activities regarding DSL Services Deployment.
• Administrate, update, and synchronize the database of Customers.
• Reconciling customer complaints with Field activities.
• Managing internal SLA for services deployment and incident resolution time.
• Coordinate with Business partners regarding mutual customer status.
• Actively seek out new sales opportunities through cold calling, network, and social media
• Set up meetings with potential clients and listen to their concerns.
• Prepare and deliver an appropriate presentation on products and services.
• Ensure the availability of stock for sales and demonstrations
• Manage Cyber net Customer Care as a branch in charge.
• Facilitate & guide customers for Cyber net products
• Coordinate with Helpdesk & Network operations for resolving customer complaints.
• Coordinate with Billing department & update Terminus Billing System.
• Responsible for Cyber sites payment collection and updated to finance department
• Reconcile credit notes on Terminus (ERP Billing system).
• Prepare monthly sales report
Experience as Branch Manager
Stormfiber Pvt. Ltd
24 November 2016
15 June 2017
• Organized and execute training programs for branch personnel.
• Evaluate employee performance and provide feedback and coaching as needed.
• Recognize employee achievements and encourage excellence in the work environment
• Develop and implement sales plans.
• Conduct regular sales and operations meetings.
• Brief employees on current sales goals, promotions, and other relevant information.
• Organize marketing activities and events for the branch.
• Increase brand awareness for the company within the community.
• Interacting with customers regularly to ensure satisfaction and gain useful feedback
• Resolving customer problems as needed
• Responsible for Storm Fiber payment collection and updated to finance department.
Experience as Relationship Manager
Gerrys Information Technology
01 October 2017
03 July 2019
• Acquire a thorough understanding of key customer needs and requirements.
• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Ensure the correct products and services are delivered to customers promptly.
• Serve as the link of communication between key customers and internal teams.
• Resolve any customer issues and problems and deal with complaints to maintain trust.
• Play an integral part in generating new sales that will turn into long-lasting relationships.
• Prepare service license agreements, MOU, and other legal documents to generate a smooth sales procedure.
• Lock the leads in the Avaya sales funnel.
Matric 26 April 2000
Matric in computer sciencesIntermediate 17 July 2003
Intermediate in pre-engineeringBachelor 05 May 2005
Bachelors degree in Economics and psychology