Farrukh Shahzad

Experience

• 

  Sarena Textile & Emb Mills Pvt Ltd

  Aug 2006 - Sept 2009

  Accounts & Cost Officer

  • Maintain daily Accounts Receivable status, monthly consumption & petty Cash reports• Summarize current financial status by consolidating information; preparing balance sheet, profit and loss statement, and other reports • Prepare payments by verifying documentation, and requesting disbursements• Maintain Job Order Costing and their analysis reports on daily & monthly basis

• 

  Telenor

  Sept 2009 - now

  • Responsible to finalize project plan for each sprint and making sure timely implementation which eases down digital transformation journey both for external and internal customer. • Responsible for new features development and enhancement in existing characteristics on corporate portal.• Responsible to run analysis on a weekly and monthly basis to understand customer usability perspective and map it with our targets.• Being expert in analysing data and information using various tools like Advanced Excel, SQL, Power BI, Google Analytics, & Firebase etc, should be responsible of designing new quality reports and dashboard and making changes in existing quality reports in close collaboration with reporting and analytics team.• Reporting & analysis with monthly dashboard floating of complaints representing issues and their mitigation plans. • Prepare, analyse, and summarize various weekly, monthly, and periodic operational results for use by various key stakeholders, creating reports, specifications, instructions, and flowcharts. Responsible for preparing presentations and sending updates showing various trends and analytics to leadership.• Processes re-engineering keeping customer centric approach to optimize daily business operations • Proactive approach towards resolution & reduction of customer complaints • Report & Resolve IT Issues for B2B & work as a liaison with IT Help Desk, Billing Team & CRM Team • Responsible to work with different teams within organization (regulatory, IS, Data Privacy, etc) ensuring compliance where needed. • Heading delivery of corporate portal application. This include vendor management and alignment of requirements as per business perspective and need. Show less • Reporting & analysis with monthly & fortnightly dashboard floating of complaints (SR&Emails) representing issues and their mitigation plans. • Ensure successful resolution to issues using 4E model (Explore, Engage, Empower & Execute) • Coordination with Product Development, Business Solutions Segment, Vendors, suppliers for daily business operations • Investigating and solving customers' problems, which may be complex or long-standing problems• Meetings with corporate customers where assistance is required to resolve critical issue/conflicts regarding billing/tax calculation/payments• Generating monthly consolidated Invoices for SME customers • Issuing refunds or compensation to customers Show less • Responsible for achieving high customer satisfaction through high quality service delivery and Operational efficiency.• Providing support to different departments for testing/new changes implementation in system• Responsible to provide end to end support to High ARPU Corp / SME clients and to internal customers.• Managing, Liaising and ensuring healthy relationships with Client’s stakeholders, Internal and • External Support Functions, supervisors, third parties, and operatives• Daily Monitoring to ensure 95% SLA achievement of the team and ensuring high level CSI• Improves customer service quality results by studying, evaluating, and re-designing processes• Continuous collaboration with Nationwide Franchises and all physical channels• Ensure all queries/Complaints generated by the team are followed up and are resolved in the • specific Turnaround time Show less • To provide excellent services to the customers. My day to day responsibilities include:• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem• Providing first call resolution by focusing the quality set by System & process parameters• Maintain average handling time as lowest as possible during customer’s query• Maintain Tele Sales Target set by the companies meet their revenue goals Show less

  • Assistant Manager Reporting Analysis & Project Management

    Mar 2021 - now

  • Business Billing Specialist

    Mar 2018 - Sept 2021

  • Business Services Specialist

    Mar 2013 - Mar 2018

  • Customer Relations Officer

    Sept 2009 - Feb 2013