HEENA BEGUM MOHAMMED RAFEE
Riyadh
Summary
Detail-oriented Quality Supervisor with 8 years of experience in successful program development. Known for promoting positive professional relationships and providing exemplary customer service. Skilled in time management and team coordination.
Overview
12
12
years of professional experience
Work History
HOD of After Sales Support | HOD of Quality Control
ENCAP Energy
05.2022 - Current
- Company Overview: https://encap.energy/
- Providing strategic direction and mentorship to a22-member departmental team
- “I am an ideal candidate responsible for ensuring the efficient and sustainable operation of solar installations with energy storage, while staying abreast of industry trends and innovations.”
- Responsibilities as HOD of QAQC – Organization Standards and Policies:
- System Designing & Testing
- Project Management
- Performing Factory Acceptance Tests, Troubleshooting, Testing, Packing and Shipments
- Monitor project performance, track progress, and adjust plans as needed to achieve goals
- Identify and manage project risks, developing mitigation strategies
- Prepare and deliver regular progress reports to stakeholders and management
- Ensure compliance with organizational standards, policies, and best practices
- Quality Planning and Process audits
- Training Team Members
- Risk Management and Data Analytics
- Ensure that all quality-related documentation is accurate, up-to-date, and easily accessible
- Responsibilities as HOD of After Sales Support:
- Supervise and coordinate daily activities of call centre staff, ensuring adherence to company policies and procedures
- Monitor and evaluate team performance through key metrics (e.g., call handling, customer satisfaction, response time)
- Provide coaching, training, and performance feedback to enhance team productivity and efficiency
- Address escalated customer issues, resolving them promptly and professionally
- Prepare and present reports on team performance, KPIs, and operational improvements
- Collaborate with management to implement new policies, technologies, or strategies for better service delivery
- Maintain a positive and motivating work environment to boost employee morale and engagement
- Oversee the resolution of customer inquiries, concerns, and issues related to products or services
- Implement effective processes for handling customer complaints and ensuring timely and satisfactory resolutions
- Leading and managing the after-sales support team, providing guidance, training, and support
- Service Quality Assurance
- Oversee technical support services to assist customers with product-related issues
- Ensure that the after-sales support team has comprehensive knowledge of products and services
- Provide ongoing training to keep the team updated on new products or features
- Gather and analyze customer feedback to identify trends and areas for improvement
- Collaborate with sales, marketing, and product development teams to ensure a seamless customer experience
- Provide feedback on common customer issues to relevant departments for continuous improvement
- Inventory Management of Spare Parts, Training Programs and Regular Reporting
- Performance Monitoring and Optimization
Customer Support Engineer | QC Engineer
Kilowatt labs LLC
05.2020 - 05.2022
- Company Overview: https://kilowattlabs.com/
- Providing strategic direction and mentorship to a22-member departmental team
- “I am an ideal candidate responsible for ensuring the efficient and sustainable operation of solar installations with energy storage, while staying abreast of industry trends and innovations.”
- Responsibilities as HOD of QAQC – Organization Standards and Policies:
- System Designing & Testing
- Project Management
- Performing Factory Acceptance Tests, Troubleshooting, Testing, Packing and Shipments
- Monitor project performance, track progress, and adjust plans as needed to achieve goals
- Identify and manage project risks, developing mitigation strategies
- Prepare and deliver regular progress reports to stakeholders and management
- Ensure compliance with organizational standards, policies, and best practices
- Quality Planning and Process audits
- Training Team Members
- Risk Management and Data Analytics
- Ensure that all quality-related documentation is accurate, up-to-date, and easily accessible
- Responsibilities as HOD of After Sales Support:
- Supervise and coordinate daily activities of call centre staff, ensuring adherence to company policies and procedures
- Monitor and evaluate team performance through key metrics (e.g., call handling, customer satisfaction, response time)
- Provide coaching, training, and performance feedback to enhance team productivity and efficiency
- Address escalated customer issues, resolving them promptly and professionally
- Prepare and present reports on team performance, KPIs, and operational improvements
- Collaborate with management to implement new policies, technologies, or strategies for better service delivery
- Maintain a positive and motivating work environment to boost employee morale and engagement
- Oversee the resolution of customer inquiries, concerns, and issues related to products or services
- Implement effective processes for handling customer complaints and ensuring timely and satisfactory resolutions
- Leading and managing the after-sales support team, providing guidance, training, and support
- Service Quality Assurance
- Oversee technical support services to assist customers with product-related issues
- Ensure that the after-sales support team has comprehensive knowledge of products and services
- Provide ongoing training to keep the team updated on new products or features
- Gather and analyze customer feedback to identify trends and areas for improvement
- Collaborate with sales, marketing, and product development teams to ensure a seamless customer experience
- Provide feedback on common customer issues to relevant departments for continuous improvement
- Inventory Management of Spare Parts, Training Programs and Regular Reporting
- Performance Monitoring and Optimization
Electrical Estimation Engineer
Universal Voltas LLC
07.2013 - 04.2015
- Prepares work to be estimated by gathering proposals, specifications, and related documents
- Identify labor, material, and time required by studying proposals, specifications, and related documents
- Computes best possible costs accordingly
- Resolves discrepancies in quote by asking queries to customers
- Send quotes to customers and coordinates with sales team to follow up with their respective customers
- Reviewing the tender documents, condition of contracts & technical specifications
- Quantity Take Off and BOQ Preparation
- Floating enquiries; Coordinating with the suppliers/manufacturers
- Follow up with vendors
- Preparation of Technical; commercial exclusions
- Electrical Cost Estimation
- Evaluating tender documents, drawings, & schedules
- Comparison Studies based on suppliers Quotations
- Assisting in compiling of tenders
- Detailed study on Low Current Systems
- PRODUCT EVALUATION & TEAM CONCEPT DESIGN:
- A) Product evaluation testing, ensuring all products meet as per design specification
- B) Working with Cross Functional Team in concept design and prototyping to make sure parts can be manufactured, specifications & product requirements are met
- C) Collaborating with mechanical Engineers to resolve the malfunctions and adjust the sizes and fittings feasibly in the Mechanical Design
Education
Bachelor’s in Technology (B. Tech) - Electronics and Communication Engineering
JNTU
01.2013
Skills
- Project Planning: Microsoft Office, ERP- Real-Soft, SAP-Inventory Requisition, ZOHO Desk, ASAANA, ZOHO People, CRM
- Customer satisfaction focus
- Risk assessment capabilities
- Effective communication
- Quality assurance expertise
- Documentation review
- Training and coaching
- Process improvement strategies
- Project management experience
- Corrective action planning
- Data collection and analysis
- Customer service
References
Will be furnished upon request
Accomplishments
- 1. Excellence Award – ENCAP | Amber Waseem LLC | Kilowatt labs LLC | WRL – On20th April2022
- 2. Successfully led training sessions for key customers in Bangladesh (In2020) and Sri Lanka (In2024) Travelled internationally to conduct specialized training programs, enhancing customer knowledge and fostering stronger business relationships. The training sessions resulted in improved customer satisfaction and operational efficiency.
- 3. Developed tailored training materials for diverse markets Created and presented region-specific training content to cater to the unique needs of customers in Bangladesh and Sri Lanka, ensuring high engagement and understanding.
- 4. Strengthened cross-cultural business relationships Collaborated closely with international teams, gaining valuable insights into local market dynamics, while effectively communicating technical concepts to diverse audiences.
Timeline
HOD of After Sales Support | HOD of Quality Control
ENCAP Energy
05.2022 - Current
Customer Support Engineer | QC Engineer
Kilowatt labs LLC
05.2020 - 05.2022
Electrical Estimation Engineer
Universal Voltas LLC
07.2013 - 04.2015
Bachelor’s in Technology (B. Tech) - Electronics and Communication Engineering
JNTU
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