Ishtiaq Rafiq
Summary
Seasoned Customer Relations Specialist with a strong foundation in Business, Management, and Marketing. Dedicated to enhancing customer satisfaction and driving business growth. Leveraging expertise in Customer Relationship Management (CRM), effective communication, and analytical skills. Builds strong client relationships while increasing customer engagement and loyalty. Proficient in utilizing tools such as Microsoft Office and Salesforce.com to streamline workflows, efficiently manage data, and support informed decision-making.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Relations Specialist
Sawani
06.2024 - Current
- Present and explain healthy products to customers, emphasizing benefits and quality
- Collect and analyze customer feedback to improve service delivery and product offerings
- Address customer inquiries and resolve issues promptly to ensure a positive experience
- Maintain product quality standards through regular inspections
- Implement strategies to attract new customers and retain existing ones
- Educate customers about new product features and health benefits
- Monitor sales performance, customer feedback, and inventory through daily reports
- Manage inventory and stock levels efficiently to ensure availability
- Handle customer payments, including cash and bank transactions, and perform daily closing procedures
- Stay updated on product knowledge to provide accurate recommendations
Sales Representative
Arabian Trading Supplies
05.2023 - 06.2024
- Managed key modern trade accounts, including Lulu, Nesto, Alwafa, and Madina Supermarkets
- Delivered excellent customer service and resolved inquiries efficiently
- Advised senior management on strategic decisions regarding account management
- Organized promotional events to boost brand awareness among key accounts
- Negotiated contracts to meet profitability objectives
- Utilized CRM tools to track sales performance and customer data
- Monitored competitor activities and provided insights into industry trends
- Fostered long-term partnerships with key clients through competitive pricing strategies
Sales Representative
Mars
01.2021 - 04.2023
- Managed modern trade accounts, including Lulu and Bin Dawood
- Delivered exceptional customer service and resolved customer concerns professionally
- Achieved sales targets and collection goals consistently
- Responded to customer objections while maintaining product satisfaction
- Ensured timely receipt of goods and maintained quality standards
- Scheduled and conducted customer visits, providing updates on inventory and supplies
Sales Representative
Arabian Trading Supplies
03.2020 - 01.2021
- Managed modern trade accounts, including Bin Dawood and Al RAYA
- Executed promotional events to increase brand visibility and customer engagement
- Negotiated contracts to align with profitability goals
- Achieved sales and collection targets and maintained customer satisfaction
- Implemented pricing strategies and monitored competitor activities
Sales Representative
Arabian Trading Supplies
01.2014 - 03.2020
- Managed credit sales for PANDA and RAYA
- Delivered excellent customer service and maintained high levels of customer satisfaction
- Conducted market research and implemented sales strategies to achieve targets
- Developed and maintained strong relationships with customers
Merchandiser Team Leader
Tarweej
07.2013 - 12.2013
- Led a team to drive sales and profit through effective product placement
- Developed merchandising strategies to enhance customer experience
- Educated and motivated team members for optimal performance
- Ensured compliance with company procedures, policies, and standards
Cash Van Sales Executive
Arabian Trading Supplies
08.2012 - 07.2013
- Drove a van and sold products to customers
- Delivered purchase orders and informed customers of new products
- Promoted products, analyzed competitor behavior, and increased sales
- Managed safe and timely product delivery and collected payments
Merchandiser
Arabian Trading Supplies
04.2009 - 08.2012
- Developed and implemented merchandising strategies to meet customer expectations
- Collaborated with suppliers and distributors to negotiate prices and quantities
- Forecasted profits and sales, monitored stock movement, and planned budgets
- Maintained inventory and store displays to maximize sales
Van Salesman Helper
Arabian Trading Supplies
03.2008 - 04.2009
- Assisted in maintaining van stocks and ensuring product availability
- Supported the salesman in delivering products and ensured customer satisfaction
- Managed the cleanliness and upkeep of the van, ensuring product quality
Education
High School Diploma - Business, Management, Marketing, and Related Support Services
The Islamia University of Bahawalpur
12.2007
High School Diploma - Computer Science
Pakistan International School Jeddah - PISJ AZIZIA
12.2005
Skills
- Salesforcecom
- Microsoft Office
- Oracle
- Internal Customer Relations
- Product Knowledge
- Retail Sales
- Direct Sales
- Key Account Management
- Promotional Activities
- Sales Coaching
- Training
- Team Leadership
- Strong verbal and written communication
- Contract Negotiation
- Stock Rotation
- KPI Implementation
Languages
Arabic
English
Urdu
Hindi
Punjabi
Personal Information
Nationality: Pakistani
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved implementing contract which led to 100%.
- Supervised team of 50 staff members.
Certification
- CSP - Certified Sales Professional
- CPSP - Certified Professional Sales Person
- Certified credit salesman keyaccount, Arabia trainingsupplies- Timeframe
Timeline
Customer Relations Specialist
Sawani
06.2024 - Current
Sales Representative
Arabian Trading Supplies
05.2023 - 06.2024
Sales Representative
Mars
01.2021 - 04.2023
Sales Representative
Arabian Trading Supplies
03.2020 - 01.2021
Sales Representative
Arabian Trading Supplies
01.2014 - 03.2020
Merchandiser Team Leader
Tarweej
07.2013 - 12.2013
Cash Van Sales Executive
Arabian Trading Supplies
08.2012 - 07.2013
Merchandiser
Arabian Trading Supplies
04.2009 - 08.2012
Van Salesman Helper
Arabian Trading Supplies
03.2008 - 04.2009
High School Diploma - Business, Management, Marketing, and Related Support Services
The Islamia University of Bahawalpur
High School Diploma - Computer Science
Pakistan International School Jeddah - PISJ AZIZIA