Muhammad Yousaf Mirza

Experience

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  EMC Consultants

  Jun 1990 - Mar 1991

  Design Engineer - HVACR

  By reporting to CEO, I was responsible to complete HVAC projects regarding Heat load calculations, piping & ducting size and drawings, BOQs, Tender books & Buddings etc. A List of Some major HVAC completed projects is as under;o Design of Pediatrics Hospital Ferozpur Road Lahoreo Design of New P & D Block Civil Secretariat Lahoreo Design of Kurram Chemical Industries Kahuta-Rawalpindio Design of Amber Capacitors Multan Road Lahoreo Design of Arid Agricultural University Rawalpindi. Show less

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  Dawlance Group of Companies

  Apr 1991 - Dec 2003

  Dawlance group of companies is also one of the leading manufacturer and market leader in home appliances Pakistan.I was the ever first service manager who was promoted as Regional Manager. I was responsible of overall service performance of the north region including Lahore, Gujranwala, Sialkot, Gujrat, Faisalabad, Sargodha, Jehlum, Rawalpindi, Islamabad and Peshawar. My tasks and Achievements are as follows;o Built the Service Network, Expansion & Training,o Developed & Implemented First Service SOP – 1996o ISO-9001 Representative for first ISO-9001 Certification-1999o Played a vital role to Improve Sales via Customer & Dealer Satisfactiono Introduced Revenue Generation apart from Warranty Services o Built Regional Spare Parts Store at Lahore for Punjab & KPK supplies Show less As Branch Manager at Lahore; I got appreciation letter from the Senior Manager & HOD in 1992. I also achieved first best performance award from the MD in 1994 at Dawlance. I introduced & implemented a lot of new things that was proved to be the part of future policies.By reporting to HOD, My Tasks and Achievements are as follows;I got appreciation letter from the HOD in 1992 & I achieved 1st Best Performance Award from MD in 1994. o Introduced Market Visit System to Resolve the Dealer Issues Directlyo Introduced Customer Residence Visits along with Field Technicianso Introduced Parts Selling through Technical Team & at Branch levelo Introduced Technical, Product & Customer Care Training at Brancho Introduced New Complaints Resolution System at Branch Level Show less

  • Regional Manager Services

    Jul 1997 - Dec 2003

  • Branch Manager Services

    Apr 1991 - Jun 1997
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  Waves cool industries pvt ltd

  Jan 2004 - Aug 2004

  National Manager After Sales

  Waves; Cool Industries private Ltd; is one the manufacturer of Home Appliances in Pakistan.By reporting to the Executive Director, My major Tasks & Achievements are as follows;o Designed & Executed Service Software Systemo Conducted Product & Technical Service Team Nationwideo Feed-Back to Factory regarding Product Quality Improvemento Established Main Spare Parts Store for Service Departmento Established Display for the Sale of Factory Second Productso Settled down all legal cases of Annoyed Customers Nationwide Show less

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  Haier Pakistan Pvt Ltd

  Aug 2004 - Dec 2007

  Country Manager Customer Services

  Haier Pakistan is a manufacturer of consumer electronic products in Pakistan. Haier is multinational company having its factories in different countries of the world and Head Quarters at Qingdao - China.By reporting to CEO, My Major Achievements are as follows;I achieved Best Global Service Award at Haier HQ-China during annual Global Service Conference-2007. o Built the Service Network, Service Team & Service System,o Design & Implementation of Service Procedures & Policies,o Established the In-House Call Center for Complaints Handling,o Conducted frequent Training on Products & Customer Care Nationwide,o Product Feed-Back to Haier China for Quality Improvement & Innovations, o Built the Main Spare Parts Store at Lahore & Regional Store at Karachi Show less

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  Pak Elektron Limited

  Jan 2008 - Feb 2012

  National Manager PEL & LG

  Pak Elektron Limited (PEL) is the pioneer manufacturer of a range of quality electrical equipment and home appliances in Pakistan.By Reporting to Director Operations, I was responsible to assure customer satisfaction by smooth Service operations. My Major Tasks;I achieved Performance Improvement Award at LGEME - Dubai UAE 2011, while working at PEL o Built the in-house & Customized Call Centero Improved the Service Quality & Software Systemo Conducted Nationwide Training & Re-Structured the departmento Recovered the Customer Confidence on LG Products by offering good serviceso Analyzed Danfoss Compressor issues by Service Complaints, that accepted by Manufacturero Monthly Complaints Feed-back to GM Manufacturing regarding Product quality & innovationso Planning & Managing of Spare Parts Inventories Warranty Issuance and Sales Improvement Show less

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  Haier Pakistan Pvt Ltd

  Mar 2012 - Feb 2015

  Country Manager Quality & Services

  Haier Pakistan is a manufacturer of consumer electronic products. Haier is multinational company having its factories in different countries of the world and Head Quarters at Qingdao - China.My Major Tasks & Achievements during my second tenure;o Ensured the Service Quality for quick resolution of complaints,o Design & Execution of SPI (Service Process Improvement) Global Services Software System, o Design & Execution of Haier Laptop & Haier Mobile Phone Sales & Service Projects, o Centaurus Tower Islamabad HVAC Installation, Operation & Maintenance Project, o Restructuring of Haier Call Center, After Sales & Supply Chain Team & Need based Training, o Complaints based product feedback to Manufacturing Facility for Product Quality Improvement, o Established the Haier Training Institute inside the Haier Factory for Factory Workers Training, Show less

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  Changhong Ruba

  Mar 2015 - May 2019

  General Manager After Sales

  Changhong Ruba is a Manufacture of LED TV, DC Inverter Air Conditioners, DC Inverter Refrigerators, Water Dispensers and Micro Wave Ovens at Sunder Industrial Estate Lahore Pakistan having its HQ at Miangyong China. Changhong Ruba started its Business in 2011 in Pakistan and decided to build the own service network in 2015. By reporting to CEO, my Major Achievements are as follows;o Built the Service Team & & Designed SOPs & KPIs,o Established ASC & DSC Network & Product Training, o Established the Call Center & Complaint Handling Training, o Designed & Implemented CMS-Complaints Management System,o Built Main Spare Parts Store & Designed/Implemented SPM-System, Show less

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  R&I Electrical Appliances (Pvt.) Ltd.

  Aug 2019 - now

  General Manager Services & Quality

  R&I is engaged in Manufacturing and Trading of Refrigerators, Air Conditioners, Washing Machines, Microwave Ovens, Water Dispensers, Deep Freezers, UPS Invertors and Kitchen Appliances from last 20 years in Pakistan with the Brand Name of Ken Wood & Homage, having its Head Office at Karachi. By reporting to CEO, my Major KPIs are as follows;o Focus on Planning and continual improvement for service and qualityo Review & Design Service & Quality JDs, SOPs & KPIs,o OJT of Service Managers, CCOs, CSEs, Accounts, Store Officers & Call Center, o Establishment of MPS / Main Parts Store at Ken Wood Factory Port Qasim Karachi. o Implementation of ISO-9001 & 6-S Quality System at all 23 Service Centers in Pakistan Show less