Experience as Customer Complaint Handler

• Employer

• From

  11 January 2011

• To

  31 October 2012

• Detail

  ? Undertake customer complaints received via various communication channels, which include but are not limited to phone, walk in, and email and postal mails.
  ? Record and appropriately assign all customer complaints and queries in the available complaints management system as per defined standard operating procedure.
  ? Follow-up / Escalate customer complaints as per defined Process.
  ? Implement pro poor Outreach program as per defined by the organization which
  May include field visits to poor households to record customer complaints.
  ? Must approach all matters in a non-biased and professional manner.
  ? Draft documentation as required and requested.
  ? Prepare daily, weekly and monthly statistical reports as appropriate.
  ? Maintain complaint data backups on the hard drive as prescribed by Customer.
  ? Customer Complaint Supervisor (CCS) or the Assistant Manager Operation (AMO) at Customer Relation Units (CRUs) Meeting the defined objectives and performance measures with the CCS.
  ? All Responsibilities will be carried out in coordination with fellow CCO and all operational team.

Experience as Incharge Customer Care

• Employer

• From

  01 November 2012

• To

  01 February 2017

• Detail

  ? Undertake customer complaints received via various communication channels, which include but are not limited to phone, walk in, and email and postal mails.
  ? Record and appropriately assign all customer complaints and queries in the available complaints management system as per defined standard operating procedure.
  ? Follow-up / Escalate customer complaints as per defined Process.
  ? Implement pro poor Outreach program as per defined by the organization which
  May include field visits to poor households to record customer complaints.
  ? Must approach all matters in a non-biased and professional manner.
  ? Draft documentation as required and requested.
  ? Prepare daily, weekly and monthly statistical reports as appropriate.
  ? Maintain complaint data backups on the hard drive as prescribed by Customer.
  ? Manager Customer Care (MCC) or the Assistant Manager Operation (AMO) at Customer Relation Units (CRUs) Meeting the defined objectives and performance measures with the MCC.
  ? All Responsibilities will be carried out in coordination with fellow CCO and all operational team.

Experience as Area Sales Manager

• Employer

• From

  13 February 2017

• To

  13 April 2019

• Detail

  Intimae Completion of Special Assignments Given by Head Office/Zonal Office.
  ? Maintenance of Office Discipline and Decorum in the Assigned Jurisdiction.
  ? Responsible for Improving Service Quality by Implementing Company’s SOPs.
  ? Identification of Staff Development & Training Needs.
  ? Administration & Sales Team.
  ? Arranging Necessary Repairs for Organization the Office Layout.
  ? Conducting Periodic work meetings with Admin, Operation and Sales Stuff.
  ? Surprise Visits to all related Branches for the Betterment in Performance.
  ? Regular Checking of Couriers Uniforms, Staff Dressing and Attendance.
  ? Keep Open Eyes on all Activities of Competitors in assigned Jurisdiction.
  ? Surprise Checking of Pending Mail and Take Corrective Action.
  ? To Visit Key Clients of all Branches and Solve Their Problems.
  ? Enter all Instructions by H.O or Z.O in Daily Check List & Ensure Compliance.
  ? Marketing, Sales, Recovery Pending Bills.
  ? Special Assignment for Cash on Delivery (COD) Business.

Experience as Area Manager

• Employer

• From

  15 April 2019

• To

  23 October 2019

• Detail

  ? Establish and implement business plan by surveying potential market. Assess market conditions and identify current and prospective sales opportunities.
  ? Develop business strategies to expand customer traffic at Sites and optimize Sales.
  ? Confer with customers and/or potential customers time to time for strengthening business relationship, find out their real problems and provide timely solutions.
  ? Identify & Evaluate Competitors.
  ? Develop Quarterly/Monthly Business target and ensure 100% achievement of those Targets.
  ? Design desired sales report and customer database. Share that information with management.
  ? Achieve Operations Target in GOLDEN.
  ? Ensure 100% compliance on HSSE matters at sites.
  ? Ensure timely repair & maintenance related activities (of Dispensers, Generator, Electric Supply, Lighting, CCTV and other tool/equipment) at sites through site managers. Liaison with Operations Team for timely actions.
  ? Ensure proper cleanliness and allied facilities for customers.
  ? Ensure outstanding maintenance of Site Environment.
  ? Ensure proper and efficient utilization of company resources.
  ? Ensure proper stock management at sites.
  ? Maintain strong alignment with Supply Chain team for timely and accurate delivery of fuel orders at Sites.
  ? Support Site Management in solution of Government related issues.
  ? Ensure achievement of Site KPI Targets.
  ? Analyze risks at sites and take corrective actions.