Amna Zafar

House # B-19, Block 1, Gulistan-e-Johar, Karachi, Pakistan - / -- AMNA ZAFAR SHEIKH OBJECTIVE To acquire a managerial position in a reputable organization where I can utilize my skills and gain further experience while enhancing the company’s productivity and reputation. EDUCATION MBA – FINANCE, JINNAH UNIVERSITY, KARACHI PAKISTAN - 2012 3.6 CGPA BBA – FINANCE, JINNAH UNIVERSITY, KARACHI PAKISTAN - 2010 3.3 CGPA HSC (COMMERCE), SIR SYED COLLEGE, KARACHI PAKISTAN - 2006 GRADE : A WORK HISTORY ASSISTANT MANAGER CUSTOMER SERVICES & LOYALTY PROGRAM – HABITT (IBL GROUP) 1ST OCTOBER 2012 – 31st JANUARY 2020 INTERNSHIP – PAKISTAN INTERNATIONAL AIRLINE, KARACHI, PAKISTAN 1ST JUNE 2010 – 31ST JULY 2010 INTERNSHIP – HILTON PHARMA, KARACHI, PAKISTAN 13TH JUNE 2008 – 12TH JULY 2008 ASSISTANT MANAGER CS & LP TASKS ▪ ▪ ▪ ▪ Being initiator and responsible to maximize productivity and minimize cost while maintaining a high standard of marketing, customer services and loyalty program. Data Analysis of customer reports for stake holders Develop, Lead and revamp the designated departments and teams. Implement, marketed and manage e-solutions for Loyalty Program and Customer Services LOYALTY PROGRAM MANAGEMENT: ▪ Making sure all eligible clients become part of loyalty member of company. ▪ With marketing team and alliance partners planned and generated different campaign for loyal customers’ engagement with brand. ▪ Group alliance management within IBL (Tarzz and Dunkin Donuts) ▪ Generation of formal policies of loyalty program. ▪ Loyalty program data management and update software as and when required. ▪ Manage and share courier team track report of dispatch card with branches on requirement. ▪ All other necessary actions to retain customer loyalty towards the brand. ▪ Achievement: Introduced and marketed Habitt loyalty program and software to company successfully. ▪ Successfully implemented the program on website and stores. COMPLAINT MANAGEMENT: ▪ Generate and manage a pool of all complaints and services queries received from all touch point channels like Stores, Social Media, Feedback forms, Webchat, emails at info and UAN. ▪ Provide a weekly schedule of planned activities and resolving complaints through CS Team. ▪ Followups on complaints with team and vendor for on time execution and qualitative work. ▪ Record and update data, and share with concern departments for their record. ▪ Share analysis report to reduced frequent complaints and support all stake holders where to improve in customer services and help vendor to correct quality of product where required. ▪ Achievements: Initiate and develop the complaint management center - CRM and trained the team CUSTOMER FEEDBACK MANAGEMENT: ▪ Making sure customer get feedback call after furniture delivery within 3 days to confirm correct order delivered with satisfaction and get feedback or complaint recorded. ▪ Share analysis report of furniture feedback with Shops and management ▪ Achievement: Generate forms and initiate standard processes. Got exceeded customer satisfaction. Implement e-forms solutions and application for client feedback. FACEBOOK / INSTAGRAM (SOCIAL MEDIA) ▪ Improve Facebook and other social media response rate by making sure all visitors’ queries and complaints are handled on time with satisfaction and quick response. ▪ Making sure with all concern departments to resolve all queries or provide required information on time for client satisfaction. ▪ Help ecommerce team for new order queries and conversion into sales. ▪ Achievement: More than 97% page response rate. UAN / CALL CENTER MANAGEMENT: ▪ ▪ Manage and lead the work flow of UAN and call center team. Achievement: Design and deploy IVR and call center system (CRM) SYSTEMS & PROCESS MANAGEMENT: ▪ Designed and upgraded the system by changing work style like from manual to systematically ▪ Achievement: ▪ Loyalty program manual work to systematic integrated work with Candela and other POS ▪ Customer complaint & feedback management manual processes to applications and online portal software with integrated work. PRESENTING CUSTOMER EXPERIENCE: ▪ ▪ Presentation showing customer concerns and its frequency to Senior Management, Vendors, Shops, Portfolio, QC, and Logistics for improvement and decision making and propose new working styles where required. Achievement: Improved the customer experience and processes with rectifications. CAMPAIGN DESIGNING: ▪ Page | 2 Part of Designing and proposing different marketing strategies especially for focused / complaint customers and loyalty card holders. Achievement: Added 15k new members in Habitt Loyalty Program in one year. Amna Zafar Sheikh SOP DEVELOPMENT: ▪ Make formal SOPs and Process Flow Documents of all procedures to have them approved and acknowledged by all Stakeholders. ▪ Achievement: Design and published majorly Terms & conditions, warranty policy, FAQs, Loyalty program policy, work flows of Customer Services (end to end), call center, Loyalty Program and Quality Assurance Processes. CS OPERATIONAL AND FINANCIAL EFFICIENCY: ▪ Making and presenting a report stating expense on Loyalty cards making and dispatch, month-wise comparison of Late Deliveries, Minor and Major Dissatisfied Orders, Expenses on Minor and Major Claims, Earning on Services, and Net Impacts. OTHER: ▪ Build a good customer relationship by providing satisfactorily services to all clients to the best of my ability. ▪ Encourage all employees in team to display the highest standards of service at all times. ▪ Liaise with other Sales Team and ecommerce team to actively exchange information, increase professionalism and provide quality customer service to every client. ▪ Providing trainings on: Call handling to subordinates and how to communicate clearly and effectively with customers, how to make customer loyal and training on all work process mention above. ▪ Represent company in a professional manner. ▪ Performs other duties as may be assigned from time to time. Ensure safe working area and work procedures in line with Company’s health and safety policy. ▪ Leadership ▪ Decision making ▪ Problem Solving ▪ Determined ▪ ▪ Initiator Planner LANGUAGES ▪ ▪ English Urdu COMPUTER SKILLS ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ PERSONALITY TRAITS Page | 3 Microsoft Word Microsoft Excel. Microsoft PowerPoint. Microsoft Outlook. Smart Points System SPSS Candela ECR System Advance Booking Management System Amna Zafar Sheikh