Mohamed Sams

Experience

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  PCH HOLDINGS LIMITED

  Jan 2011 - Jan 2012

  IT Support Technician

  I am an experienced IT Support Technician dedicated to delivering top-notch services to our esteemed corporate clients.As part of our commitment to excellence, I regularly conduct on-site visits to ensure the smooth functioning of your IT infrastructure. My primary focus is on maintaining and providing service inspections for all IT equipment, ensuring optimal performance and minimizing downtime.Key Services:Hardware and Software Maintenance:Thorough inspection of all IT equipment to identify and resolve potential issues.Regular updates and maintenance to enhance system performance and longevity.Swift troubleshooting and resolution of hardware and software-related issues.Technical Support:Immediate response to any IT-related concerns or emergencies.Proactive monitoring to identify and address potential problems before they impact operations.Quick and effective solutions to keep your systems running seamlessly.System Upgrades and Enhancements:Evaluation and recommendation of system upgrades to align with evolving technological standards.Seamless integration of new technologies to improve overall efficiency and productivity.Technical Advice:Consultation on IT infrastructure enhancements and optimizations.Strategic guidance on technology investments to align with business goals.Ongoing support to ensure your technology evolves in sync with your organizational needs. Show less

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   Skynis Software Solution

  Jan 2012 - Jan 2013

  Operations Manager

  I am honored to serve as the Operations Manager at Skynis Software Solution, a dynamic software development company committed to delivering cutting-edge solutions tailored to our clients' unique needs.Key Responsibilities:Client Relationship Management:Conducting field visits to understand corporate clients' evolving needs.Establishing strong relationships as the primary point of contact.Promoting Services and Capabilities:Showcasing our services and capabilities to align with client requirements.Collaborating with sales and marketing for effective promotion.Project Fulfillment and Timely Delivery:Overseeing project timelines for on-time, high-quality delivery.Collaborating with developers, providing support to maintain momentum.Client Support and Collaboration:Acting as a liaison between clients and the development team.Providing ongoing support, ensuring client vision translates into successful solutions.Maintaining and Managing Existing Corporate Clients:Proactively managing existing client relationships.Implementing feedback mechanisms for enhanced service quality.Key Strengths:Client-Centric Approach: Prioritizing understanding and meeting unique client needs.Efficient Project Management: Expertise in supporting the team for timely project delivery.Effective Communication: Ensuring clear communication with clients and internal teams. Show less

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  Tradesmann SL (Pvt) Ltd

  Jan 2012 - Jan 2012

  Customer Relations Executive

  Professional Experience:In my role as a Customer Relations Executive at Tradesmann SL (Pvt) Ltd, I played a pivotal role in fostering strong and lasting relationships with our clients. I managed a diverse portfolio of accounts, ensuring their satisfaction with our products and services. My responsibilities included:Client Communication and Support:Providing prompt and effective communication to address client inquiries and concerns.Offering personalized solutions to meet the unique needs of each client.Order Processing and Logistics Coordination:Managing the end-to-end process of order placement, ensuring accuracy and timely delivery.Coordinating with internal teams to streamline logistics and enhance efficiency.Problem Resolution and Escalation Handling:Proactively identifying issues and resolving them to ensure a positive client experience.Escalating complex matters to the appropriate channels while maintaining transparency and professionalism.Telemarketing Experience:In my previous role as a telemarketer, I honed my skills in effective communication and persuasion. I successfully:Lead Generation:Conducting targeted outreach to potential clients, generating quality leads for the sales team.Implementing strategic calling campaigns to maximize outreach and engagement.Product Promotion:Showcasing the features and benefits of our hardware and electrical equipment to prospective clients.Effectively conveying value propositions to encourage sales conversions.Key Strengths:Client-Centric Approach: I prioritize the needs of our clients, ensuring a positive and memorable experience with our company.Effective Communication: My communication skills, both written and verbal, enable me to convey complex information clearly and concisely.Problem-Solving: I am adept at identifying challenges and implementing solutions swiftly to uphold customer satisfaction. Show less

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  Hutch Sri Lanka

  Jan 2013 - Jan 2018

  Customer Service Executive

  I am honored to serve as a Customer Service Executive at Hutch Sri Lanka, where our commitment to excellence is reflected in our dedicated service to our premium clientele.Ultimate Scope:As a Customer Service Executive, my ultimate scope revolves around delivering unparalleled support to our premium clients. This encompasses a range of responsibilities aimed at ensuring their satisfaction, resolving queries, and enhancing their overall experience with our services.Key Responsibilities:Handling Calls of Premium Clients:Serving as the primary point of contact for our premium clientele, addressing their inquiries and concerns promptly and professionally.Ensuring a personalized approach to meet the unique needs and expectations of premium customers.Service Provision:Delivering top-tier customer service by providing detailed information on our products and services.Offering solutions and assistance in a manner that reflects the premium nature of their relationship with Hutch Sri Lanka.Issue Resolution and Proactive Support:Resolving customer issues efficiently, aiming for swift and effective solutions.Anticipating potential concerns and proactively providing information and support to prevent issues from arising.Maintaining High Service Standards:Upholding the highest standards of service excellence in every interaction with premium clients.Monitoring and ensuring that service quality aligns with the premium nature of our offerings.Key Strengths:Customer-Centric Approach: Prioritizing the needs and expectations of premium clients, ensuring a seamless and satisfying experience.Effective Communication: Clear and empathetic communication to build trust and rapport with premium clientele.Problem-Solving Skills: Swift identification and resolution of issues to enhance customer satisfaction. Show less

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  Daraz

  Nov 2018 - Jan 2020

  Senior Customer Service Executive
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  Daraz

  Sept 2020 - Mar 2023

  Dedicated Product Manager with a proven track record in ensuring core system stability and efficiency. Collaborates with Lazada and Alibaba teams for swift issue resolution. Experienced in seamless teamwork, overseeing projects, and bridging various stakeholders.Key Competencies:Incident Management and Bug Resolution:Skillful in managing incidents, assessing bugs, and collaborating with Alibaba Tech for resolutions.Documentation Expertise:Proficient in creating and maintaining comprehensive operational documentation for stakeholders.Product Lifecycle Management:Prioritizes roadmap projects, manages product lifecycle, and ensures continuous improvement.User Experience Enhancement:Analyzes user data and feedback to enhance the experience, creating user manuals for configurations.Communication and Coordination:Acts as a liaison between teams, ensuring visibility and alignment for effective collaboration.Standard Operating Procedures:Develops SOPs for new features, educating the business on their functionalities.Data Analysis and Reporting:Utilizes analysis tools to gather insights into product performance, conducting feedback meetings.Proactive professional committed to delivering optimal results, thriving in dynamic environments, navigating challenges, and enhancing operational efficiency. Expertise lies in fostering collaboration and streamlining processes. Show less As the Team Lead for Contact Center Operations at Daraz, my role is pivotal in upholding high standards for customer and seller experiences. Key responsibilities include:Supervising Team and Managing SLAs:Overseeing a dedicated team to ensure smooth operations and prompt resolution of client concerns.Consistently meeting standard and regional Service Level Agreements (SLAs).Ensuring SOPs and KPIs Compliance:Guaranteeing adherence to Standard Operating Procedures (SOPs) and Key Performance Indicators (KPIs).Regularly evaluating agent performance to maintain high standards.Continuous Learning and Development:Actively participating in workshops and seminars on new processes and systems.Developing innovative strategies for managing client concerns.Performance Reporting:Generating detailed daily, weekly, and monthly performance reports for the team.Utilizing data-driven insights to identify areas for improvement and excellence.Digital Team Management:Managing and guiding a dynamic team for effective customer handling.Providing ongoing coaching, training, and feedback to enhance performance.Social Media Oversight:Managing voice and digital teams for both sellers and customers.Ensuring prompt responses and effective issue resolution on social media platforms.CRM Software Management:Overseeing the use of CRM software (Xspace) and training new agents for proficient navigation.Coaching and Training:Conducting regular coaching and training sessions to enhance agent skills.Weekly feedback sessions to address concerns and promote continuous improvement.Commitment to Excellence:Demonstrating a commitment to delivering exceptional experiences for both customers and sellers.Fostering a high-performance culture, utilizing data analytics, and staying informed about industry trends to elevate service standards continuously. Show less

  • Product Manager

    Jul 2022 - Mar 2023

  • Team lead Customer Service Operations

    Sept 2020 - Jul 2022
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  Daraz

  Jun 2023 - Mar 2024

  Product Operations Specialist

  As a versatile professional, I've excelled in various roles spanning platform and operations, ensuring smooth operations, swift issue resolution, and improved efficiency. My duties ranged from product specialization to user support and project management. Notable achievements includeActed as the primary product and support specialist, ensuring smooth functioning of the platform domain.Analyzed products, identified issues/bugs, and implemented resolutions promptly.Developed training materials and conducted sessions to educate users and stakeholders on product features.Played a secondary role as a product specialist for the operations domain, contributing to stability and quality maintenance.Wrote PRD to document specifications and functionalities.User Support and Configuration:Conducted UAT to identify areas for improvement and enhancement.Configured products according to specific requirements and user needs.Maintained core configurations of systems and created user manuals for system configurations.Operations Management:Ensured system stability by collaborating closely with stakeholders and managing incident management, bugs/issues, and their business impact.Coordinated directly with Alibaba Tech for incident-level situations.Project Management:Served as a bridge between PD, PMOs, QAs, and stakeholders in project execution, ensuring visibility and alignment.Prioritized and aligned roadmap projects, managing the product throughout its lifecycle.Led the Agents Performance Optimizations project, aiming to enhance agents performance.Stakeholder CollaborationCollaborated effectively with business and technology stakeholders, as well as regional product teams, ensuring effective communication and alignment.My comprehensive skill set, encompassing technical expertise, project management, and stakeholder collaboration, has been instrumental in driving product stability, user satisfaction, and operational excellence within the organization. Show less

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  Cool Planet

  Oct 2024 - now

  Assistant Manager E-Commerce