M.SHAKEEL Tahir
Riyadh
Summary
Dynamic and accomplished professional with strong strategic skills and customer focus and a thorough understanding of the wider issues affecting the relevant markets. In addition, Established clear accountability measures for enhancing performance by leading and developing a senior operational management team. By identifying new tools and technologies to better serve the customers, one creates a culture and processes that will help the business achieve its customer service objectives, and by using Customer Insight and Root Cause Analytics to identify companywide improvements and eventually apply for Senior Stakeholder Peers. Having proven experience managing and leading relationships at a senior, strategic level, and establishing a track record of exceeding targets, KPIs, and SLAs, while working in an environment where quality is paramount and compliance is mandatory. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Project Manager Pakistan
Maitrox 迈创集团
12.2021 - Current
- Managed Middle East countries' daily 0perations
- Identified issues, analyzed information, and provided solutions to problems.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Developed strong communication and organizational skills through working on group projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated leadership skills in managing projects from concept to completion.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Organized and detail-oriented with astrong work ethic
- Proven ability to develop and implement creative solutions to complex problems
- Developed and maintained courteous and effective working relationships
- Exercised leadership capabilities by successfully motivating and inspiring others
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Applied effective time management techniques to meet tight deadlines
Head of Service Telecom Division
Muller & Phipps Pakistan (Private) Limited
07.2018 - 06.2021
- Managed over 22 customer service centers across the country
- Demonstrated leadership skills in managing projects from concept to completion.
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Gained extensive knowledge in data entry, analysis, and reporting.
- Resolved problems, improved operations, and provided exceptional service.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Excellent communication skills, both verbal and written.
- Proven ability to develop and implement creative solutions to complex problems.
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling, and networking.
National Operations Manager, Customer Service
Muller & Phipps Pakistan Pvt.Ltd.
06.2015 - 06.2018
- Managed over 12 customer service center operations countrywide
- Presenting insights and recommended strategy changes to customer merchants and senior leaders.
- Implemented in-store point-of-purchase initiatives and updates.
- Developed strategic business plans to deliver mutual and sustainable growth consistent with along-term strategy.
- Maintained and built trusted partnerships with key strategic accounts.
- Contributed to monthly and annual business forecasting.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Oversaw new business development to generate sales leads, negotiate client pricing, and forecast revenue.
- Implemented process and cost-saving initiatives to enhance operational efficiencies.
- Developed and enforced regional service policies and procedures.
- Led regional service team meetings to facilitate communication and collaboration.
- Implemented and enforced regional service quality assurance processes.
- Confirmed compliance with local, state, and federal regulations at all times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Product Manager
Haier Pakistan Pvt Ltd
04.2013 - 06.2015
- Prepared Monthly Competitive Market Analysis
- Prepared Monthly Road Map Review & Plan
- Revised Business Objectives, Marketing Plans & Mid Term Plans Monthly
- Go-To-Market Strategy
- Smart Phone Launch Strategy
- Continued All the Activities of Product Management
- Implemented and managed local product support processes
- Managed overall planning and execution across all ranges of devices
- Managed overall product management budget for all operations and processes
- Managed and coordinated product localization and validation
- Provided support on project basis for all agreed channels and Go To Market activities
- Implemented and managed Device related projects for selected customers and products/experiences
- Planned and managed 4 New Product Introduction sessions per year for customers
- Managed all aspects of product management including product validation, variant creation, customization capabilities, approval processes, product support, product certification, and product policy management
- Prioritized roadmap in order to achieve product goals and metrics.
Regional Manager Sales & Services
3G Mobile Pakistan
04.2009 - 08.2011
- Sale & Service Operation of Mobile Phone :
- Responsible for Sale & Service operation of Mobile phones (GSM/CDMA) for Punjab Region
- Coordination and Planning for Mobile Sets Sales and After Sales Services through Out Pakistan
- Management of After Sales services and Customer Care Departments through out Pakistan
- Planning and deployment of New Services Centers
- Planning and Implementation of New Collection Points Through Out Pakistan
- Departments Under My Management :
- Customer Care department.(around 50 Persons are working Through Out Pakistan)
- Technical Support Department (around 30 Persons are working Through Out Pakistan)
- Logistics Department
- Strategic Planning
- Network Expansion
- Implementation of policies/strategy
- Implementation of new activities
- Ensuring motivated team
- Accountable for warehouse defectives and pending approvals
- Ensuring Service Delivery targets are achieved
- Service Cost Reduction
- Coordination between Branch stores /Regional stores.
- Developed vendor network of contacts to drive down costs and increase revenues.
Senior Regional Service Manager
United Mobile Pakistan
03.2003 - 04.2009
- Responsible for Service operation of Mobile phones (GSM/CDMA) for Punjab Region
- Coordination and Planning for Mobile Sets Sales and After Sales Services through Out Pakistan
- Management of After Sales services and Customer Care Departments throughout Pakistan
- Planning and deployment of New Services Centers
- Planning and Implementation of New Collection Points Through Out Pakistan
- Customer Care department. (Around 50 persons are working across Pakistan)
- Technical Support Department (Around 30 Persons are working across Pakistan)
- Logistics Department
- Strategic Planning
- Network Expansion
- Implementation of policies/strategy
- Implementation of new activities
- Ensuring motivated team
- Accountable for warehouse defectives and pending approvals
- Ensuring Service Delivery targets are achieved
- Service Cost Reduction
- Coordination between Branch stores /Regional stores
- Engineers Skill Matrix/training
Executive Coordinator CS
Computer Marketing Company Limited,Pakistan
03.2001 - 03.2003
- Look after the overall service department and share complete reports with the Managing Director of Services on daily basis.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong communication and organizational skills through working on group projects.
- Strengthened communication skills through regular interactions with others.
- Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Customer Care Executive
Systek Mrketing Co. Pvt. Ltd. Pakistan
03.1999 - 02.2001
- Look after customer complaints and provide the solution on daily basis.
- Took ownership of customers' issues to follow problems through to resolution.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Developed and implemented customer care policies, procedures, and regulations necessary to satisfy the customer base.
- Communicated with customers to identify needs and expectations.
- Maintained and managed customer files and databases.
Education
B-TECH - ELECTRONICS
Al-Khair University
AJK, Pakistan2002
Diploma of Associate Engineer - Electronics
Ahmed Hassan Polly Tech Institute
Lahore,Pakistan2000
Skills
- Telecommunications Services
- Team Management
- Product Management
- Analytical and Critical Thinking
- Decision-Making
- Self-Motivated
- Teamwork and Collaboration
- Planning and Coordination
- Interpersonal Communication
- Problem-Solving
- Training and Development
- Project Manager
- Project Manager Supervision
- Manager Support
- Workgroup Manager
- Project Planning
- Project Proposals
Accomplishments
- Accomplished the in-house operational change throughout the nation with accuracy and efficiency.
- Implemented new telecom industry software (Repro) for maintaining customer databases to achieve TAT.
- Managed 120 staff members across the country.
- This new concept was shared with management to increase the return on investment after starting of the rework dump products.
Certification
- Nokia Products Master Training-Pakistan -UAE
- I-Mate Product Training -UAE
- HTC Product Master Training - Singapore
- Apple Certified IOS Technician 2017 - Singapore
- Apple Service Fundamental 2017 Certified -Singapore
- Certificate of Management Training - Pakistan & Singapore
- Apple Certified IOS Technician 2016 - Singapore
Languages
Urdu
Native language
English
Proficient
C2
Arabic
Intermediate
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Project Manager Pakistan
Maitrox 迈创集团
12.2021 - Current
Head of Service Telecom Division
Muller & Phipps Pakistan (Private) Limited
07.2018 - 06.2021
National Operations Manager, Customer Service
Muller & Phipps Pakistan Pvt.Ltd.
06.2015 - 06.2018
Product Manager
Haier Pakistan Pvt Ltd
04.2013 - 06.2015
Regional Manager Sales & Services
3G Mobile Pakistan
04.2009 - 08.2011
Senior Regional Service Manager
United Mobile Pakistan
03.2003 - 04.2009
Executive Coordinator CS
Computer Marketing Company Limited,Pakistan
03.2001 - 03.2003
Customer Care Executive
Systek Mrketing Co. Pvt. Ltd. Pakistan
03.1999 - 02.2001
B-TECH - ELECTRONICS
Al-Khair University
Diploma of Associate Engineer - Electronics
Ahmed Hassan Polly Tech Institute
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