Sheikh Usman Masood

ABOUT ME Sheikh Usman Masood DATE OF BIRTH: 10/06/1984 CONTACT Qualified Individual, solution-focused and proactive management professional with extensive experience of Operations / Customer Experience / Sales & Marketing / Business Development / Product Management / Brand Development / Market Development / Marketing Communications in TELCO/ FMCG sector of over 11 years. Extremely capable to manage challenging projects to promote growth through independent & group achievements High-performing team player who deploys participative management style and sales and marketing expertise in motivating and mentoring team members, tracking performance indicators and developing course of action to achieve on-time targets. Proficient at employing solution selling techniques along with communication and presentation skills to map potential customers, generating sales lead and accelerating speedy business growth WORK EXPERIENCE 01/09/2018 – 01/03/2021 – Gujranwala, Pakistan Operations Manager (Uber Dost Centre Partner) Uber (Self Employed) Nationality: Pakistani · Successfully relaunched and managed Uber platform maintaining maximum growth Gender: Male · Provided high-quality in-person support to driver-partners by effective responded to their queries Naseem manzil, St 15, Wahdat Colony, Gujranwala, 52250 Gujranwala, Pakistan · Conducted training programs for Driver-partners for Uber Pakistan to ensure the high-quality standards of services on Uber platform. · Deployed customer promotions, managed local market to identify and solve operational weaknesses. - · Monitored day-to-day activities of supply growth, performance, and quality with regular analysis (- · Ensured all-time positive customer experience by communication and maintaining professional relationships. LinkedIn: www.linkedin.com/ in/usmanmasood2 · Managed driver-partners on-boarding processes, ensuring that their expectations and goals were fully met. · Liaised between the customer and internal stakeholders to efficiently held customer issues · Streamlined processes with teams to boost customer success creativeness 01/02/2012 – 31/01/2017 – Gujranwala, Pakistan Sales & Customer Services Officer (Customer Experience) Telenor Pakistan · Maintained and ensured FCR · Gross addition of 1.5 million revenue generated from Devices, GSM and Financial Services- with an average score of 5 in NPS · Acted as a liaison between customer and internal-facing teams, effectively prioritized customer issues as required · Optimized existing processes within the company and actively enhanced all Customer Success initiatives · Monitored and ensured all targets and KPI's are met to secure the set goals (Devices, Easy Paisa FS, Promos) · Efficiently completed biometric verification project · Member of Customer Experience Project for Sales & Service Centres and In-house Training · Worked directly with cross-functional internal and external teams creating and delivering online and automated customer success and sales initiatives · Efficiently handled queries of Postpaid, SOHO, Business and Prepaid Customers & Reporting System · Coordinated with other departments (S&D, CCD NOC, FRANCHISE SUPPORT, MNP, S&P, IT) · Executed new assignments and ideas pertaining to performance excellence. . Developed and maintained relationships with new and existing clients in order to capitalize on opportunities to cross-sell Telenor products and services to existing and potential clients. 01/12/2009 – 30/01/2012 – Gujranwala, Pakistan Sales Executive Wateen Telecom · Achieved monthly Sales and recharge revenue targets · Achieved 160% of Wimax recovery target in 2011 · Prospected for a new business to increase the number of new potential Retailers & customers · Maintained a relationship with target customers, customer service and sales · Coordinated in Business Centre and Franchise Operations · Managed sales promotions and cycle plants with effective communication · Observed Brand & Market Trends 01/10/2008 – 30/11/2009 – Gujranwala, Pakistan Sales Officer National Foods · Sales Targets Achievement · Distribution Handling & Stock Management · Visited actively on key accounts · Ensured Availability & Visibility · Lead, guided, motivated and evaluated the performance of the Distributor Sales Representative on a daily basis · Ensured Maintenance of Merchandising Articles & Coverage · Ensured Awareness and deployment of Consumer Promotions, HTH, Trade Offers and special discounts in the market EDUCATION AND TRAINING 01/01/2006 – 30/06/2008 – Islamabad, Islamabad, Pakistan MBA Marketing Riphah International University CGPA 3.20 DIGITAL SKILLS Microsoft/Microsoft Office Traits Customer Success / Sales Planning / Business Development & Business Strategies / Customer Relations / Distribution Control / Key Accounts Management / Team player/ Team leader / Customer Experience / Fast -Learner / Analytical and Problem Solving HONOURS AND AWARDS 01/05/2013 Djuice App development – Telenor Pakistan 1st Position Nationwide in Djuice App Development competition in Telenor Pakistan. Concerted an idea in viewing customer expectations and come up with innovative and easy-to-use apps to meet the existing and growing needs of customers. 31/12/2016 Highest GSM postpaid Sales – Telenor Pakistan Highest postpaid sales on Dec 16 with Revenue and GSM Categories. NETWORKS AND MEMBERSHIPS 01/06/2015 – CURRENT Daraz.pk Dforce, Wholesales localization project, Daraz Dosti And Daraz Dukan Daraz.pk Pakistan I worked as a D-Force member with Daraz.pk since 2015, carried sales of 17.5 Million till 2017 Joined wholesale localization project and Daraz Dosti program, selling out SKUs by capturing local market LANGUAGES English, Urdu, Punjabi POB London, UK