Mafraz Muzammil

Experience

• 

  Dialog Axiata PLC

  Jul 2005 - Sept 2008

  Enterprise Contact Management Executive (ECM)

  • Attending to customer queries.• Updating customers on feedback.• Preparing daily, weekly, monthly reports. • Reporting to management on the development team.• Act as an Organizer managing and coordinating events.• Experienced in BPO operations handling online contacts and market / sell products to its customers.• Handling complaint management unit of the BPO operations.

• 

  Jumbo Electronics Company Limited (LLC)

  Oct 2008 - May 2009

  Supervisor - Telcommunication Section

  • Team Leader - consumer products. • Dealing with customer escalations and inquiries. • Meeting deadlines and targets given by management.• Enhancing team work.

• 

  Du

  Jun 2009 - now

  Achievements • Received a Customer Appreciation Letter from the US Military Base for excellent customer service. • Promoted to the position of Manager on Duty from retail sales executive within a short span of 2 year owing to my outstanding performance.JD• Acquiring geo assessment approvals for new location for Du Express.• Managing/ tracking all Du Express PODs handed over to channel partners & aligning with roll out team on POD collection/ deployment.• Maintaining reports on sales tabs & validate same with Field Sales Executives for each location across UAE.• Validating/ updating vendors to fix the brandings of Du Express locations across UAE.• Engaging with the document verification team on weekly rejection & highlighting the same to the channel partner.• Developing productive relationships with internal/ external stakeholders & dealers for smooth execution. • Engage with Sales/ marketing teams to develop & maintain territory business plans/ programs aimed at revenue growth.• Coordinate with customers/ dealers to identify needs & collaboratively develop solutions/ programs to increase profitability & efficiency.• Provides strategic direction & market intelligence to inside sales team & dealers.• Develop successful dealer prospects, qualify dealer candidates & administer the final placement of best-qualified dealer candidates.• Assist in the development/ implementation of comprehensive dealer development corporate policies/ procedures to maintain standards. Show less • Assisting the Store Manager in managing the shop on assigned shift & supporting/ motivating the team members attain sales objectives.• Ensuring the monthly targets are achieved via coaching/ training staff members.• Monitoring service time/ waiting time/ handling time in real time & attending/ resolving customer queries & escalations.• Sole responsibility of say closure activities & preparing the cash/ financial reports of the day & reporting to the Manager.• Ensure each customer receives outstanding service by providing a friendly environment, which includes greetings/ acknowledging every customer, maintaining standards, solid product knowledge & all other aspects of customer service. Show less • Met monthly sales quotas & activity levels on a consistent basis.• Handling consumer/ enterprise products sales, prepaid, post-paid, handsets, broadband, landlines & TV services.• Designed/ implemented strategies to cross & up-sell services to existing customer base & prepared/ compiled sales proposal documents on a regular.• Consistently provided superior customer service & maintained exceptionally positive productive account relationships.• Controlled quality & maintained a high standard of customer satisfaction. Show less

  • Dealer Support Executive

    Aug 2019 - now

  • Service Fulfilment Agent

    Mar 2016 - Jul 2019

  • Manager On Duty - Du Retail

    Mar 2012 - Feb 2016

  • Retail Sales Executive

    Jun 2009 - Feb 2012