Husnain Javed

Work History

Sales and Business Development Manager

Pronto Spaces (Pvt) Ltd.

Lahore, Punjab, Pakistan

09.2017 - 08.2023

Developed and implemented effective strategies to expand customer base and increase sales.
Created and maintained relationships with key clients, partners, vendors, and industry professionals.
Managed the process of identifying potential customers and developing new accounts.
Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
Built sales forecasts and schedules to reflect desired productivity targets.
Supported sales team members to drive growth and development.
Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
Enhanced sales volume through skilled support to both new and inactive customers.
Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
Resolved customer complaints regarding sales and service.

Postpaid Customer Relationship Management

Jazz, Pakistan

Lahore, Punjab, Pakistan

01.2014 - 03.2017

Developed customer service policies and procedures to ensure consistent and professional customer interactions.
Conducted regular reviews of customer feedback, identified areas for improvement, and implemented changes accordingly.
Identified opportunities to upsell products or services to existing customers.
Assisted with the development and implementation of marketing campaigns targeted at current customers.
Collaborated with other departments within the organization to ensure customer satisfaction.
Analyzed data from customer surveys to identify trends in customer needs and preferences.
Developed strategies for improving customer retention rates through loyalty programs.
Implemented quality assurance processes designed to monitor customer service levels.
Utilized CRM tools effectively in order to manage relationships with customers.
Responded promptly to all incoming calls, emails, letters, or other communications from customers.
Provided training sessions for new Customer Relationship Officers on best practices for interacting with customers.
Facilitated communication between management teams and clients regarding issues or concerns that arise during projects.
Supervised team of 15 customer service and front-line personnel, meeting needs of more than 100 customers per day.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Zonal Manager/Area Manager

Jazz, Pakistan

Lahore, Punjab, Pakistan

01.2009 - 12.2013

Provided guidance on the implementation of new policies and procedures in stores.
Analyzed financial data such as sales reports, budgets and payroll records to identify areas of improvement.
Scheduled regular meetings with store teams to discuss objectives, performance metrics and customer feedback.
Reviewed staffing needs to ensure adequate coverage at all times in stores.
Oversaw the recruitment process for new staff members including interviewing and training.
Inspected store facilities regularly to ensure compliance with safety regulations and standards.
Managed daily operations of the store, including opening and closing procedures.
Hired, trained, mentored, and evaluated staff members on a regular basis.
Reviewed sales figures regularly to determine staffing needs during peak times.
Monitored inventory, cash and payroll processes to keep location running smoothly.
Performed regular price checks on competitor stores in order to remain competitive.
Staged merchandise and stocked sales floor to stimulate impulse sales.
Oversaw retail operations to ensure all stations were operating efficiently and maintaining customer service standards.
Coached, managed and developed teams to provide exceptional service and achieve sales goals.
Prepared staff work schedules and assigned team members to specific duties.
Formed and sustained strategic relationships with clients.

Regional Business Operations

Jazz, Pakistan

Lahore, Punjab, Pakistan

01.2007 - 12.2008

Managed the daily operations of the business, including staff scheduling and resource allocation.
Developed and implemented reporting procedures to ensure accuracy of data.
Provided coaching and guidance on report writing to team members.
Generated daily, weekly, monthly, quarterly, and annual reports using various software tools.
Responded quickly to requests from senior management for additional information or clarification on existing reports.
Developed strategies to improve customer satisfaction ratings.
Provided detailed reports on market trends and competitive analysis.
Identified key performance indicators to track progress against objectives.
Managed multiple projects simultaneously while maintaining quality standards.
Maintained an up-to-date knowledge base of relevant industry information.
Researched industry and technologies to identify and integrate optimal tools for analytics needs.

Quality Assurance Supervisor

Jazz, Pakistan

Lahore, Punjab, Pakistan

01.2005 - 12.2006

Managed the daily operations of the call center quality department, including scheduling, training and coaching.
Monitored customer service calls to ensure that agents adhered to company policies and procedures.
Developed performance metrics and monitored team performance against established targets.
Conducted regular audits of customer service calls to identify areas for improvement in customer satisfaction, accuracy, and efficiency.
Provided feedback to call center agents on their performance as well as identified areas for improvement.
Analyzed voice recordings and written documents to assess agent compliance with regulations, policies and procedures.
Coordinated with other departments such as IT, HR and Training to ensure that all necessary resources were available for successful implementation of new processes or initiatives.
Worked closely with senior management to develop strategies for improving customer service quality standards across the organization.
Created reports detailing key findings from quality assurance reviews and presented these findings at monthly meetings with executive staff.
Collaborated with operational teams on process improvements related to call handling times, resolution rates.
Trained new employees on proper call handling techniques while providing ongoing support during their transition period.
Reviewed scripts used by agents during customer interactions to evaluate effectiveness and recommend modifications where appropriate.
Managed a team of Quality Assurance Analysts responsible for ensuring adherence to set standards within the contact center environment.
Resolved customer inquiries and complaints requiring management-level escalation.
Recruited and trained new employees to meet job requirements.
Created and managed budgets for travel, training and teambuilding activities.

Contact Centre Team Leader

Jazz, Pakistan

Lahore, Punjab, Pakistan

01.2003 - 12.2004

Explained products or services to customers ensuring they fully understood benefits being offered.
Answered incoming customer inquiries via telephone and email.
Utilized various systems such as trouble ticketing software to track customer inquiries and resolutions.
Assisted customers with product information, order placement and tracking, billing questions, technical support.
Maintained records of customer interactions and transactions in a CRM system.
Followed up with customers to ensure their issues were resolved satisfactorily.
Participated in team meetings providing updates on progress towards goals.
Contributed ideas for process improvements that would increase efficiency of contact center operations.
Monitored call queues to ensure efficient customer service operations.
Took special orders in person and over telephone, generating additional revenue every month.
Recommended improvements in products, service and billing methods to management to prevent future problems.

Summary

Overview

Work History

Sales and Business Development Manager

Postpaid Customer Relationship Management

Zonal Manager/Area Manager

Regional Business Operations

Quality Assurance Supervisor

Contact Centre Team Leader

Education

Master's in Business Administration - Accounts & Marketing

Diploma in Tourism & Hotel Management - Tourism & Hotel Management

Bachelors in Computer Sciences - Computer Sciences

Skills

Short Chronology Of Experiences

References

Work Availability

Timeline

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