Iheshan Musafer

Experience

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  DHL Keells Pvt Ltd

  Apr 2007 - Aug 2013

  • Corresponded with the DHL counterparts in different countries to ensure the achievement of the expectations of our corporate (B2B) and individual (B2C) customers.• Responded to customers consistently and confidently by providing accurate information to suite customer requirements such as transit time, prices, dispatching information etc.• Liaised with operation department and ensuring to respond within strict delivery timelines.• Issue resolution with customers by negotiating for alternative arrangements for convenient of both parties.• Building rapport with customers to maintain long-term relationships. Show less • Management of the front-line team as well as assisting them with their day-to-day activities by providing guidance.• Responsible for achievement of the primary KPIs of the Front Line operations on a daily basis.• Conducted training programmes and knowledge sharing inductions for new staffs on-boarded with regards to the relevant areas.• Take Quality Assurance initiatives by evaluating each team member, in order to ensure delivering quality services to all customers as well as improve the effectiveness and efficiency of all staff members. Show less • Customer Account management - I was responsible for processing customer orders and take follow up actions for the customer orders processed thereby to ensure timely delivery of the goods and improve customer satisfaction.• Handled walk in customers at counters and Express centres. • Adhering to CS scorecard and KPIs – This refers to the meeting performance targets such as sales targets and meeting the expected rates of customer query handling through the modes of telephone and e-mail and also meeting the lowest turnaround for customer queries.• I also participated in on the job training programs such as leadership and improving customer service quality, which helped me to develop my skills and provide better service. Show less

  • Senior Customer Service Executive - (Back Line)

    Oct 2011 - Aug 2013

  • Team Leader - (Customer Service - Front Line)

    Jun 2009 - Sept 2011

  • Customer Service Executive

    Apr 2007 - May 2009
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  DHL Keells Pvt Ltd

  Oct 2013 - Mar 2015

  Key Account Executive

  • Took corrective measurements to fulfill key customers’ requirements to maintain efficient service and loyalty.• Maintained close personable contacts and built rapport with the management and important personal of the key merchant through structured and quality visits to ensure customer feedbacks and needs are addressed accordingly.• Regular follow-ups and coordination with other departments and DHL counterparts globally to ensure that key customer requirements are fully met.• Regularly liaising with existing key clients to identify new business opportunities as well as develop and execute effective action plans to maximize sales and profitability of the portfolio of accounts.• Progressively managed opportunity pipelines and exploiting all possible opportunities to achieve a Gross Profit result in line with company targets and proposed internal function departments to facilitate enhancements internally. Show less

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  Inbay

  Mar 2015 - Feb 2017

  Client Service Executive

  • Provided assistance to customer on-boarding team to evaluate the service we offer and customer expectations.• Provided professional and efficient service to new and existing customers by acting as the liaison between technical team and the end user.• Worked collaboratively in a client first-manner with all functions in the organization and evaluate customer satisfaction and retention level and improve it to maintain high quality of service with customer focus initiatives.• Delegated and escalated support requests to the technical team and ensure client issues are resolved in a timely manner.• Provided timely update to the end users about their support requests and escalate long pending work to the next level.• Looked in to day-to-day administration of the CRM and ticketing systems to improve the business. Show less

• 

  ABC Trade & Investments (Pvt) Ltd

  Feb 2017 - May 2017

  Account Manager

  • I was heading the Vehicle Management System (VMS) brand, which consists of two main products; VMS CRM system and GPS Solutions.• Responsible for sales and marketing operations, managing existing clients, initiating and driving new business leads to meet set targets.• In charge of branding, advertising and social media platforms.• Managing, training and leading after sales support to ensure timely product delivery as per customer expectations and company standards.• Identifying areas of internal improvements and provide industry research feedback to the top management for customer retention and business sustainability.• Coordinating and working with internal departments on product improvements and support services. Show less

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  Boutique Agency

  Jun 2017 - Dec 2018

  Digital Media Specialist & Client Leader

  • Design digital media campaigns according to the business goal including paid search• Coordinate and manage the creation of all digital content such as social media posts, website, blogs, press releases, info-graphics, videos etc.• Work to improve on client’s brand presence and maintain & manage all social media channels • Suggest and implement integrated marketing solutions to improve brand visibility• Liaise with designers (Freelancers) and other partners to provide best in class strategies to develop brands• Stay up-to-date with digital media technologies and latest trends• Regular track and get insights into competitors’ strategies and develop and monitor ROI & KPIs• Responsible for planning and budgetary control of all digital marketing and provide track reports for clients Show less

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  Freelance

  Jan 2020 - now

  Freelance Digital Marketing Specialist

  • Helping brands to develop their Digital Footprint in online market place by identifying the most reliable and suitable digital channels where brands can gain higher prominence and opportunity to grow.• Collaborate with other partners and freelancers to provide best in class service to clients.• Create Digital Marketing Strategy and campaigns by creating the content idea, budget planning and implementation schedules.• Measuring and reporting on the performance of all Digital Marketing campaigns. Show less