Muhammad Anshah Email & Phone Number

United Arab Emirates

United Arab Emirates

Dubai, United Arab Emirates

• Formulate the Customer Experience delivery strategy which fits the business requirements of the very diverse region.• Lead the regional Customer Care team of skilled professionals that own the end-to-end customer service experience and delivery across physical and digital support channels.• Member of the Regional Leadership Team and representative of Care at key Leadership forums.• Oversee day to day vendor and operational management, with focus on data analysis and KPI scorecards. • Efficiently manage the regional Warranty Cost budgets• Closely monitor product quality matrices and manage an effective feedback channel to the R&D team.• Identify opportunities and drive Value Added Services sales in key markets

Dubai, United Arab Emirates

• Build and manage key relationships with Telecom Operators and Trade Partners in the region ensuring overall SLA’s and commercial costs for delivering Care support of all Microsoft hardware products are effectively negotiated, managed and controlled.• Key point of contact for Regional Sales Vice Presidents and General Managers. • Provide support to the internal stakeholders responsible for delivering operational performance improvement through KPI development and scorecard management• Key point of contact for escalation management and ensure effective issue resolution to achieve high Trade Partner satisfaction ratings and minimize exposure to financial penalties• Effectively build relationships and manage all support requirements of B2B customers in the region.• Lead Care support related Go to Market activities during the launch of new products in the region.• Lead the Middle East & Africa Markets Care team and represent Care as part of the regional Leadership teams

Dubai, Uae

• Subject matter expert for Channel Management, providing – consultation, guidance and deployment support to the country teams.• Responsible for the Supplier and Partner Management methodology, tools and processes. Develops and modifies according to changing business needs. Ensures consistency of execution across IMEA.• Responsible for developing and increasing the sales revenue of Products and Services sold within IMEA Care Channel. Ensures effective coordination is completed with involved stakeholders including Marketing, Retail and Customer Logistics.• Performance Management- develop and agree KPIs, targets and metrics across the Service Channel.• Responsible for leading Operational and Service Excellence initiatives across the IMEA territory to ensure a high quality consumer facing network is maintained, with consistency and local relevance.

Dubai, Uae

• Acts as a subject matter expert for Channel Management, providing – consultation, guidance and deployment support to the country teams.• Responsible for the Supplier and Partner Management methodology, tools and processes. Develops and modifies according to changing business needs. Ensures consistency of execution across IMEA.• Responsible for sales revenue of Products and Services sold within IMEA Care Channel. Ensures effective coordination is completed with involved stakeholders including Marketing, Sales Operations and Customer Logistics.• Performance Management- develop and agree KPIs, targets and metrics across the Service Channel.• Responsible for leading Operational and Service Excellence initiatives across the IMEA territory to ensure a high quality consumer facing network is maintained, with consistency and local relevance.

Dubai, Uae

• Represent Care as part of the IMEA Operator Account Management team. • Coach and guide country level Care Operator Account managers.• Review and negotiate Customer Care terms and conditions in all Operator contracts.• Accountable for Care TCO management, implementation of software update collaborations, product quality feedback and business services.• Accountable for repair avoidance and customer experience for Nokia consumers in the operator retail, service and contact center channels.• Align operator’s and Nokia’s customer care strategies to provide tangible mutually beneficial services, processes and tools to improve customer experience and maximize profitability.• Responsible for B2B care support modelling.

Dubai, Uae

• Develop mid to long term strategies to develop the Nokia Care network.• Drive best practices in warranty, partner performance and account management.• Coach and mentor local country care teams.• Provide project support and guidance to successfully implement MEA-wide projects • Work with various stakeholders in the regional & global teams to drive solutions support to meet market needs. • Perform periodic operational reviews of local care teams monitoring key scorecard parameters and project deployment status.• Introduction of sales capabilities in the care channel.

Southwood, Uk

International short term transfer to work for the global team in the UK office.Worked on a project to develop new compensation models for the customer care channel.

Dubai, Uae

Active role in MENA service channel development in order to ensure improved & unified Nokia Care visibility, constant service levels for all consumers which ultimately aims to improved and ever better customer satisfaction throughout the MENA cluster.• Restructure and develop the existing care network in the MENA countries to a Nokia Care branded network.• Develop and implement SOP’s, policies and scorecards to improve performance of the care network.• Develop vendor management framework and practices for the local care teams, thereby driving operational efficiency and performance.• Manage and guide country care teams to successfully implement all projects.

Dubai, Uae

• Ownership of the overall care business in the Lower Gulf (UAE, Oman, Bahrain, Qatar & Kuwait) with an annual warranty cost budget of $25m.• Key account management.• Monitor and manage the performance of service partners to ensure sustainable improvements to customer satisfaction levels.• Represent Customer care in all cross functional alignment forums.• Implement global strategies, policies and change initiatives.• Provide technical and product quality feedback to the respective global teams.• Handle and resolve escalated customer complaints.

Dubai, Uae

Responsible for Customer Care activities in the Growth Markets (Pakistan, Iran, Yemen) & a few GCC countries ( Bahrain, part of Saudi Arabia )• Primary point of contact for Care in the assigned region.• Account Management• Monitor and follow up partner performance on a regular basis.• Ensure Nokia specific technical and quality requirements are met in the care centers.• Perform quality audits of care partners in line with ISO 9001 standards.• Implement strategies, policies and change initiatives.

• Develop the MSI brand and sales channel from scratch as a new regional distributor for the Middle East, Iran, KSA and the CIS markets.• Partner account management • Maintain an excellent communication channel; both with the vendor and the reseller channel, ensuring that information from both sides are used in the best way to increase sales and market share.• Conduct roadshows and marketing campaigns to increase brand awareness and sales

Bangalore, India

• Provide hardware and software related technical support for the full range of DELL laptops and desktop PC's.• Support for home / SME customers based in the United States.

Certification, Business Administration And Management, General

Certification, Service Management

B.Tech, Electrical & Electronics Engineering