SIRAJ CK

Experience

• 

  Zeronebs Technologies

  May 2011 - Dec 2011

  Design Engineer
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  SIDCO

  Jan 2012 - Feb 2013

  Assistant Engineer
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  United Matbouli Group

  May 2013 - May 2020

  Support Engineer

  In this role, I led a team of 14 technicians and oversaw technical support and warranty claims for a variety of products. I worked closely with Samsung to ensure timely settlements and optimized operations through strategic inventory management. My project management skills were instrumental in planning, budgeting, and risk mitigation, and I leveraged tools like Microsoft Dynamics GP and Appian BPM for data analysis.I managed daily operations in aftersales service, conducted root cause analyses, and ensured efficient resource allocation. I built strong relationships with customers through effective communication, explaining policies and technology clearly. Prioritizing customer satisfaction, I provided prompt support and resolved complaints. Additionally, I focused on team development through training and motivation, ensuring high performance and job satisfaction among my team. Show less

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  Beko Global

  Sept 2021 - now

  In this role, I have successfully led significant initiatives that have transformed customer service and aftersales operations across the UAE and Gulf nations. By revamping our customer service strategy, I increased customer satisfaction and reduced churn, while implementing cutting-edge technologies like AI-powered chatbots and self-service portals to enhance the customer experience. My leadership in service partner selection and performance optimization ensured our service standards remained competitive and aligned with industry benchmarks. Additionally, I strengthened customer relationships through loyalty programs and expertly managed critical escalations, safeguarding our brand reputation.In managing aftersales operations, I streamlined spare parts and call center processes, leading to faster repairs and greater customer satisfaction. My role in spare parts sales across the MENA and Levant regions contributed significantly to our business, and my expertise in logistics and inventory management ensured efficient operations. I also handled customer feedback, warranty claims, and quality issues, implementing corrective actions to maintain high standards. Through these efforts, I not only optimized service delivery but also contributed to the growth and stability of our business in a competitive market. Show less In this role, I successfully managed customer experience by overseeing key performance indicators, swiftly resolving escalations, and improving overall trade satisfaction. I optimized service delivery by collaborating closely with spare parts and call center teams, resulting in faster repairs and higher customer satisfaction. My strong communication skills allowed me to build solid relationships with clients, ensuring their needs were met with tailored service solutions. Additionally, I streamlined order management using SAP and optimized spare parts inventory through accurate demand forecasting and timely shipments, contributing to efficient supply chain management. Show less

  • Customer Service Specialist

    Sept 2022 - now

  • Customer Service Executive

    Sept 2021 - Sept 2022