Farooq Khan

Experience

• 

  Pakistan International Airlines

  May 2007 - Dec 2012

  • Working side by side with center for reservation control (CRC).• Professional handling of telex internal and external emails implies working on cancelled/schedule affected/rerouted flights and others.• Handling of general/divisional and special queues for various procedural action purposes.• Worked on pre-flight check procedures.• Worked on ticket home delivery service facility.• Worked on web ticketing service facility and handling of web tickets related emails.• Preparation of daily reports of action in the form of summary defining all areas and their count.• Training and Coordination.• Managing floor as a proxy on numerous occasions.• Working with Quality Assurance department as a proxy on numerous occasions. Show less • Voice, email and chat communication with airline customers.• Online reservations and ticketing of domestic and international airline customers. • Handling general queries regarding airline operation, travel documents and visa eligibility. • Ensuring maintenance of performance and quality standards. • Handling of PIA Frequent Flyer (Awards Plus Program) members.• Complain handling by registering the issue, investigating, compensating and follow ups to ensure customer satisfaction. • Coordination with CRC (Central Reservation Control), booking offices and airport counters for ticket confirmation, alternates and re-routing, connecting flights, web ticketing, excess baggage handling, ticket home delivery, value added services etc. • Properly accommodate passengers with disabilities, unaccompanied minors and other special needs to ensure their safety and protocol. • Consultation regarding holiday packages, tours and discounts, partner hotel reservations and other global special deals. • Managing general queries regarding PIA Speedex tracking, Air Cargo tracking and missing or delayed baggage status. Show less

  • Team Leader

    Nov 2012 - Dec 2012

  • Customer Services Representative

    Jul 2008 - Nov 2012

  • Customer Service & Support

    May 2007 - Jul 2008
• 

  Cisco

  Jan 2013 - Aug 2016

  • Manage and control scope, schedule and quality of multiple projects.• Lead the project throughout the project life cycle including initiating, planning, executing, controlling and closing phases.• Responsible for statement of work development, risk assessment, identifying and documenting client’s requirements, resource requirements, project budget and change control.• Ensure projects are completed on-time, within budget and within client expectations for quality and functionality.• Manage clients’ acceptance of the solution and managing clients’ expectations in line with the agreed statement of work.• Manage day-to-day relationship with clients and stakeholders and resolution of issues.• Maintain and communicate project status to all stakeholders in reports and status review meetings.• Translate business needs into a process flow for both technical and non-technical teams. • Closely working with business analysts, engineers and sales teams to ensure the quality of services. • Training and Mentoring of New Hires on Products/Services and Process Flow of handling different cases.• Establishing and communicating service metrics, monitoring and analyzing results and implementing changes.• Provide a global “one-stop shop” for pre-sales and commerce support on new solutions, new acquisition or new business model during the pre-normalization phase. Show less Responsibilities:• Pre-Sales / Post-Sales support and Sales retention with Channel Account Teams.• Keeping a Sales Track and escalation management on Salesforce.com CRM.• Identifying Opportunities, Partner’s requirements and Potential Business by conducting Business / Technical Meetings with Business Unit and Partners.• Handling and Troubleshooting of Escalations, order delivery Expedite and Complain management.• Track progress against targets on an ongoing basis and take necessary actions to refocus efforts if targets are not being met.• Data Processing, Analysis, Spotting Trends and document various Reports by coordinating with various Teams including Business Analysts, Business Unit, Technical Marketing Engineers and other Stake Holders.Achievements in Cisco Systems:• Assigned as a Lead for Americas Theatre from Sales Acceleration Center for monitoring and approving Cisco Service Software Partner Program Pilot for (Energy Wise, Service Grid and Data Virtualization).• Achieved Employee of the Year Award for FY13.• Achieved Employee of the Quarter Award for Q4FY14 and Q1FY15.• Achieved Mentor-ship Award for the Month of Dec 2012.• Constantly achieving Employee of the Month Award.Additional Responsibilities:• Worked on SAP & SAP HANA Opportunities with Account Manager and Partners.• Worked on Physical Securities and established the process flow.• Worked on VMware program with Stake Holders.• Working with Stake Holders and Partner for onboarding process of Cisco Service Software partner Program Pilot for (Energy Wise, Service Grid and Data Virtualization).• Training and Mentoring of New Hires on Products/Services and Process Flow of handling different cases.• Managing stakeholders and keeping them informed all the time for project progress.• Submitting/Reviewing weekly project status reports to Program Manager. Show less

  • Project Manager

    Oct 2015 - Aug 2016

  • Customer Services & Support

    Jan 2013 - Sept 2015
• 

  Majid Al Futtaim

  Sept 2016 - Sept 2017

  Section Manager

  ● Manage and control staff, their scheduling timings and leaves.● Directly dealing with suppliers to get attractive promotions in best price.● Manage section which includes initiating, planning, executing, controlling and closing phases.● Manage and complete monthly inventory to compare stock value with physical quantity of stock.● Responsible for statement of work development, risk assessment, identifying and documenting customers’ requirements.● Dealing with customers to resolve their issues.● Performing of duty as Store Duty Manager in which strong decision making require. Show less

• 

  METRO Pakistan (Pvt) Limited

  Sept 2017 - Jun 2021

  ● Monitor sales and take initiatives to increase sales (B2C and B2B).● Responsible for stock management, shrinkage, refunds, NPS and do analysis and share with team.● NPS Champion by keeping customers concerns in view and provide resolution to them.● In charge of main cash and customer services department.● Maintain floor decorum and get it ready for customers.● Manage and control staff, their scheduling timings, leaves and also the induction of new staff.● Manage floor which includes initiating, planning, executing, controlling and closing phases.● Responsible for best merchandising to enhance sales.● Manage and complete monthly inventory to compare stock value with physical quantity of stock.● Direct coordination with Head Office for availability of best product at the best price and best time. Show less ● Manage and control staff, their scheduling timings and leaves.● Directly dealing with suppliers for timely deliveries, to get attractive promotions in best price.● Manage section which includes initiating, planning, executing, controlling and closing phases.● Responsible for best merchandising to enhance sales.● Manage and complete monthly inventory to compare stock value with physical quantity of stock.● Responsible for statement of work development, risk assessment, identifying and documenting customers’ requirements.● Dealing with customers to resolve their issues.● Direct coordination with Head Office for availability of best product at the best price and best time. Show less

  • Floor Manager

    Mar 2020 - Jun 2021

  • Acting Floor Manager

    Jul 2019 - Feb 2020

  • Department Manager

    Sept 2017 - Jul 2019
• 

  Ibex. Pakistan

  Jun 2021 - now

  ● Preparation of Monthly and quarterly business reviews (MBR and QBR) of team and present to stake holders.● Generate monthly reports for performance calculations and maintain dashboard for internal users and stake holders.● General salesforce.com administration, setup, and configurations.● Good knowledge of salesforce standard and custom objects and fields, validation rules, process flow, permission sets, etc.● User Stories, UAT, BAT, Regression and Sanity testing for new releases, functions, and tools. (JIRA)● Salesforce community builder and workspace, custom components (banners, tiles, focus tiles etc.), tab and sub-tabs, page variations, languages, and translations.● Setup and manage files and content, public groups, libraries, permissions, and content visibility. Show less

  • Assistant Manager Process Coordinator Digital Reality

    Dec 2024 - now

  • Assistant Manager Sales Ops Analyst Equinix

    Jul 2022 - Nov 2024

  • Sales Ops Support Analyst Equinix

    Jun 2021 - Jun 2022