Muhammad Ajmal Hotiana

Ph.: 03454001138, 03424222210

Objective:

To obtain challenging position in a dynamic environment where I can utilize and enhance my knowledge and skills regarding my education.

Professional Experience:

Telenor Pakistan (Pvt) Ltd

Business Services Specialist (Secondment) (October 2016 to January 2017)

Business Corporate Support – Regional and Nationwide B2B
Business Restoration – Regional and Nationwide B2B
Business Activations – Regional Level
Product Life Cycle Management
Providing support B2B (Business Relations Business Relations and Business Solution Teams) regarding managing corporate accounts
To fulfill stakeholder’s requirement regarding VAS i.e. applying and managing Add on, billing mode, discount deals, etc
To identify and resolving the root causes of the problems that may affect customer experience directly or indirectly
To provide end to end resolution to corporate customers and bring innovations and take initiatives to perform routine tasks efficiently and effectively
Sales & Customer Services Specialist (August 2014 to October 2016)

On a project of Telenor Pakistan and Tameeer Micro Finance Bank (Telenor Micro Finance Bank)
Providing Relationship Services to Tameer Bank Employees across Pakistan
Devise & execute different strategies to uplift digital products sales.
Supporting in the achievement of digital penetration and digital service provider ambitions of the organization
Ensuring complete customer satisfaction & retention
To handle subscribers queries including product usages, up to date product knowledge & tariffs and complaint handling by ensuring customer satisfaction
Promoting, encouraging and enabling customers to increase utilization of Telenor digital products and services
SME client dealing and avoid churns
To monitor closely and keep the record of direct sales activities
Worked as Brand Ambassador for Telenor digital product and services
Give excellent experience to the customer to ensure optimum NPS results
Achieving monthly Service, Experience and Revenue / Sales KPIs targets
Maintaining desired customer wait and service time at the designated center
Achieving digital penetration and digital service provider ambitions and targets / KPIs
Promoting, encouraging and enabling customers to increase utilization of Telenor digital products and services.
Inventory/Cash management for all transactions at the counter

Customer Relations Executive (September 2011 to April 2012)

Had been responsible to provide an efficient and high quality service to customers, by responding to incoming calls in a prompt and polite manner- whilst maximizing all opportunities to enhance the relationship with each customer
Made a positive contribution to achievement of service standards and department objectives, by flagging operational issues and making recommendations for process improvements via Team Leader
Establishing and maintaining a professional relationship with all customers, internal and external and represent company Brand values to best effect
Worked with Customer Relations Division (CRD) System and Process Team for the betterment of existing processes and developing new processes
Sales & Customer Services Executive (February 2005 to August 2011/April 2012 to August 2014)

Worked as Postpaid Champ (Telenor Business Product)
Worked as Backup for Assistant Manager
Worked as Regional MNP Coordinator,
Worked as Floor manager, leading a team by taking best output while keeping their moral level high
Worked as Business Development Representative of Telenor and handle queries regarding Telenor Products for consumer’s satisfaction (Shop n Shop)
Had been POC for FnF campaign to promote use of Telenor numbers among the Friends and Families of Telenor Employees
Conduct training sessions to my team to update system and product knowledge
Inventory Management by maintaining stock level and also includes Issuance and receiving and represented my office during monthly and spot Audits
Liaison with other departments i.e. Finance, S&D and Trade Marketing for any sort of business matter and resolution of key problem
Doing Cash management, reconciliation and coordination with finance for funds clearance
Monitoring my team for achievement of service oriented targets of S&SC including service quality, service time management and an assertive output of consumer satisfaction level
Reporting to higher management regarding overall operation of S&SC on daily and monthly basis
Promoting Telenor’s GSM and Financial products & services
Look after customers’ queries according to set standards and processes
Handling customers with slogan “Here to Help” under the Customer Centricity Concept
Dealing corporate clients
Being the part of Cross Functional Team (CFT), develop or modify the processes and forward the system requirements for achieve operational excellence
Rahman Foundation

Customer Services Officer (May 2004 till January 2005)

Maintained the brief record of every client
Had the responsibility to deal the clients’ queries
Had the responsibility to make follow-ups with clients when ever required
Ghani Glass Limited

Assistant Accounts Officer (August 2002 to May 2004)

To manage day to day operations of the accounts department
To manage accounts payable (bill payments, salaries, petty cash etc.) and receivable through cash / cheque / voucher in a timely manner
To establish and maintain fiscal files and records to document transactions
To maintain and reconcile cash / financial accounts
To maintain spreadsheets for monitoring and analyzing accounting data and prepare financial reports
To prepare table of accounts, assign entries to proper accounts to ensure proper accounting methods, principles and policies are being followed
To enforce credit control
To complete and coordinate annual audits and provide recommendations for improving procedures and systems for initiating corrective actions
To allocate cash to different departments / divisions and ensure that the direct staff complies with it
Conducted physical stock taking at plants of Ghani Group
Worked as Coordinator for the development and implementation of new software at Head Office
Developer Zone

Team Lead Marketing and Sales (October 1997 to December 2000)

Assist Managers in Sales Strategy Development
Keep Informed of New Products and Services
Recruit, Train, and Coach the Sales Team
Delegate Tasks and Set Deadlines
Set Sales Targets and Motivate Sales Team
Prepare Sales Reports
Co-ordinate for implementation of software
Education:

· MBA The University of Lahore 2001-2002

· LLB Baha ud Din Zikria University 2011-2014

· DBL The University of Punjab 2015-2016

· B.Com The University of Punjab 1994-1996

Trainings:

· Soft Skills by Telenor

· Customer Customer by Navitus

· Choose your Attitude by Telenor

· Fish Training by Telenor

· Who moved my cheese by Navitus

· Train the Trainer (MNP)

· Train the Trainer (Easy Paisa Mobile Account)

· Developing Effectiveness by ICMAP

· Excel Reporting and Dashboard by ICMAP

· Workshop on Innovative Agriculture -LUMS

Personal Skills:

· Can lead team perfectly well by understanding individual needs

· Adaptable to changing business environment

· Take initiatives

· Motivating, developing, and directing people as they work,

· Management of Financial Resources

· Management of Material Resources

· Systems Evaluation and Analysis

· Coordination

· Negotiation

· Critical Thinking

· Active Learning

Achievements:

· Identified fraud , kept follow up, and then process revamped

· Satisfactory Audit. No material observations

· The Member of Team who took part in the pilot launch of CFL project at SSC

· Certificate of Appreciation from Director Postpaid Telenor as a Postpaid Champ

· Had been the Member of Team who won the SSC Champions Trophy twice

· Had been the Member of Team who won the Semi-Annually Performance Award

· Best Representative for the year 2004 at Rehman Foundation

· Had been Class Representative during my stay in University for MBA studies

· Had been the Team Leader for MBA Projects

· Had been member of most prestigious society, Quaid e Azam Society in school

Computer Skills:

· MS Office

Hobbies:

· Reading books

· Research Work

References:

· Available on request

Muhammad Ajmal Hotiana Customer Services Professional