Syed Kashif Ali Email & Phone Number

Karāchi, Sindh, Pakistan

Results-oriented professional with over 10 years of experience in the field of SCM & 5+ in Customer Services. Recently promoted to the position of Incharge, Customer Services Department, in the Cadre of Deputy Manager.In addition to my extensive supply chain expertise, I am entrusted with the responsibility of overseeing nationwide activities within the Customer Services Department. With a strong focus on to make customer experience, a positive one. I lead a diverse team and manage various channels, including call centers, social media platforms, and other official and unofficial mediums for addressing complaints.Throughout my tenure in this domain, I have consistently demonstrated my ability to optimize processes, improve operational efficiency, and enhance the overall customer experience. Leveraging my supply chain background, I bring a unique perspective to managing customer service operations, aligning them with broader organizational goals.My proficiency in team management, coupled with my expertise in call center management and utilization of social media platforms, allows me to drive excellence and ensure timely resolutions for customer queries and concerns. I am also adept at leveraging technology and data-driven insights to identify opportunities for improvement and implement effective strategies.With a proven track record of collaborating with cross-functional teams, including Board of Directors, i managed to develop customer-centric initiatives and align them with the organization's vision. With a strong analytical mindset and strategic thinking abilities, I continuously seek innovative solutions to enhance customer satisfaction and deliver tangible results.

Karāchi, Sindh, Pakistan

=>Customer Related:*Ensure timely closure of customer complaints by tracking and follow up*To monitor call center performance and initiatives through call center (Nationwide)*Social Media Complaints Management*To take new initiatives and follow up of all past initiatives to add value in business (Nationwide)*Utilizing in-house automation to facilitate customers ensuring compliance on policies / procedures=>SCM Related*Stock arrangement for delayed orders*Replenishment against low-stock / non-stock items and entertain delayed deliveries*Coordination with production & SCM in head office for fulfilling region’s requirement=>Operational*Critical / high profile complaints resolutions (delayed orders & Product related)*Critical / high profile complaints resolution related to product / fixing & others *Conflict identification, resolution & C&R Measures*Audit of complaints escalated to management & preparation of report (Nationwide)* Supervision of CSRs Nationwide* CRM Reconciliation *Training of Team members* Daily / Weekly / Monthly sessions to reduce complaints & strategy planning for closure within given parameters*Performance Evaluation of Team Members=> Reporting (Weekly, Monthly, Quarterly & Annuall)* Ensure department performance evaluation and share report* Follow up with installation teams & CSRs nationwide & share report* Follow up on closed sites & share customer's feedback analysis monthly* Monitor Call center agents, inbound calls traffic & share report* Monitor Complaint Tickets & share its performance analysis report of CSRs nationwide * Sales Leads Management => Call Center Management* Monitor Agents Performance on prescribed parameters* Liaison for critical updates & Marketing Campaigns* Training of Newly hired agnets* Performance Evaluation Reports Management & its escalation to management* Monitor Trends, designate resources, and define roasters* Leads Management (generated from Call Center)

Karachi

=>Customer Related:*Ensure timely closure of customer complaints by tracking and follow up (Regional)*Timely action on all complaints received about delayed deliveries & update to customers (Regional)*To monitor call center performance and initiatives through call center (Nationwide)*To provide timely solution to our customers who are complaining at our social media (Nationwide)*To take new initiatives and follow up of all past initiatives to add value in business (Nationwide)=>SCM Related *Stock arrangement for delayed orders. (Regional)*Replenishment against low-stock / non-stock items and entertain delayed deliveries. (Regional)*Coordination with production & SCM in head office for fulfilling region’s requirement (Regional)*Preparing Ready Orders Report, segregation on merit, and circulate to concerns for closure (Regional)*Escalate matters of high profile and critical in Bi-weekly SCM Coordination Meetings=>Operational*Critical / high profile delayed orders arrangement & delivery (Nationwide) *Critical / high profile complaints resolution related to product / fixing & others (Nationwide)*Conflict probe, investigation & resolution on mismanaged cases (Nationwide)*Audit of complaints escalated to management & preparation of report (Nationwide)*Social Media Complaints Management

Karachi Pakistan

* Inventory Management & Reporting:IASR (Inventory Availability Summary Report) preparation to aid in strategic ordering, impacting stock levels by 15%Return Summary Report for shipping refunded phones back to vendors, reducing return processing time by 20%.Track unshipped & awaiting receipt devices through Trade-up Devices Report, ensuring 98% accuracy in inventory management.Inventory Report for credited devices via the Return Devices Credit Received Report, improving credit tracking efficiency by 30%.* Operational Duties:Creation / managing Return Authorization forms online, facilitating the timely return of 100+ devices per month.UPS shipping labels to ensure prompt pick-ups, reducing shipping delays by 45%Store-wise communication with Bright Point RA forms, shipping labels, invoices, and refund invoices, enhancing the process by 35%.RMA creation in RQ4 & store follow up on shipment status, achieving a 95% resolution rate within the stipulated time* Inventory Reconciliation & Vendor Coordination:Weekly inventory reconciliation, reducing discrepancies by 31% of transactionsDevice followup with pending credits from Bright Point, recovering $12,000 worth of credits monthly.Ordered and managed Clover kits for shipping trade-up devices, scheduling bi-weekly pick-ups and maintaining 100% compliance with SOPs.* Issue Resolution & Store Support:Resolved issues for retail stores and the sales team regarding device and accessory management, maintaining a 95% satisfaction rate among users.Ordered phones via the Bright Point portal, ensuring adherence to the approved phone order report, and created POs in ERP-RQ4 for daily operations.Followed up on overdue orders, achieving a 19% reduction in delayed shipments.Managed phone shuffling between stores, implementing the FIFO method and reducing stock obsolescence by 45%.

Karachi

* Purchase Requisition Verification:Verified purchase requisitions, cross-referencing 100% of items with the master list, clarifying 20% of unclear items, and recommending alternatives that reduced costs by 15%*Inventory Management & Delivery Scheduling:Ensured timely delivery by verifying stock availability, forwarding 95% of inventory items within 48 hours of request, and scheduling deliveries with a 98% on-time rate.*Purchase Order Preparation:Prepared purchase orders, verifying specifications and prices, obtaining supplier recommendations for 10% of substitute items, and securing 100% approval from requisitioning departments.*Order Processing & Supplier Coordination: Forwarded 100% of orders to suppliers, monitored and expedited orders, reducing lead times by 25%. Resolved 100% of shipment errors in collaboration with suppliers.*Document Management:Maintained an accessible information system by sorting and filing 100% of documents, improving document retrieval time by 30%*Data Analysis & Reporting:Provided purchasing planning and control information by collecting, analyzing, and summarizing data and trends, contributing to a 15% improvement in purchasing efficiency.* Project & Event Management:Visited venues, collected data for required items, prepared feasibility reports, budgeting, forecasting expenses, and obtained quotations, reducing project costs by 10%.Supervised the execution of decoration requests at venues, ensuring events ran smoothly, and monitored vendor performance, achieving a 95% client satisfaction rate.*Manpower Management:Managed the hiring, shortlisting, and deployment of manpower, meeting 100% of staffing needs promptly and reducing hiring lead time by 20%*Client Liaison & Task Management:Liaised with clients for additional tasks, agreements, and payment scheduling, ensuring 100% compliance with client requirements and achieving 98% client satisfaction

Karachi

=> Handle the processing of all orders with accuracy and timeliness=> Inform clients of unforeseen delays or problems=> Followup with Factory & Warehouse for timely manufacturing & delivery at site=> Updates to Sales team => Facilitate Sales Team for smooth execution of order, make sure its complete delivery. => Keep track of ready orders in factory / Warehouse=> Coordinate sales team by managing schedules, filing important documents and communicating relevant information=> Store and sort financial and non-financial data in electronic form and present reports=> Monitor the team’s progress, identify shortcomings and propose improvements=> Ensure adherence to laws and policies => Work with other departments within the company to bring in additional help on creating sales presentations when needed

Karachi

- Prepare, & update intimation log with 100% accurate distribution & supervise its ground execution with site supervisors, contractors, & labor, achieving a 95% on-time execution rate.- Prepared and updated shortfall reports, site schedules, and FFR in SAP HANA, improving tracking accuracy by 20%.- Served as Key Process Operator (KPO) for the Sites Department in SAP HANA, ensuring data integrity.- Managed bills and coordinated advances with accounts and audit, reducing processing time by 15%.- Coordinated effectively with salespersons and clients, improving communication efficiency by 25%.- Supervised 20+ carpenters and polish workers for retail installations across Sindh and Baluchistan, ensuring 100% project compliance.- Managed site supervisors for corporate projects, achieving a 98% on-time completion rate.- Followed up on complaints, achieving 90% rectification on the first contact and managing replacements.- Supervised outsourced contractors, ensuring 100% smooth and timely project execution.- Facilitated the sales team with order preparations, reducing lead time by 20%.- Managed showroom display rectifications and after-sales service, resolving 95% of complaints.- Followed up with clients on FFR verification, achieving a 98% satisfaction rate, and reported feedback to the DS&M secretary.- Conducted site visits to ensure 100% customer satisfaction.- Executed special tasks assigned by Deputy and Manager Operations, maintaining a 100% task completion rate.- Handled petty cash for on-site expenses, achieving 100% clearance accuracy.- Coordinated with accounts for smooth payment processing, resolving 100% of inventory issues.- Supported QA department audits, ensuring 100% compliance.- Planned and managed corporate client installations across the South region, delivering 100% of projects on schedule.- Trained site supervisors and carpenters for 100% compliance with company SOPs, improving operational efficiency by 15%.

Karachi, Pakistan

=> Preparation, update, maintaining of intimation log, and its distribution to concerned supervisors. => Site planning on ERP (An Oracle Based module), update regularly, and circulate to designated recipients. => Align site supervisor to their respective projects, hire contractors where applicable, and ensure smooth execution of installations. => Verification of sizes received from supervisors. => Facilitate site supervisors to get their required inventory items through proper channel and prepare documentation for the same. =>Facilitate site supervisors to ensure smooth installation and report any shortfall, complaint, or any other issue that might interrupt site installation. => Update planned site schedule on ERP module and close it by uploading final finish report on completion. => Preparation/management of contractor’s payment documents, issuance of advances, preparing weekly contractor summaries and follow up till payment to contractor. => Liaison with sales team for site related issues. => Prepare reports on site operations whenever & wherever needed.

Karachi, Lahore, Islamabad, Multan

=> Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow, business process, organizational planning, and its implementation. => Manage and increase the effectiveness and efficiency of Support Services (HR, IT, Production House, Kennel Club, IPR and Finance), through improvements to each function as well as coordination and communication between support and business functions.=> Responsible for Corporate documentation, registrations with Regulatory Authorities. Contribute to short and long-term organizational planning and strategy as a member of the management team=> Maintains equipment by planning equipment procurement and maintenance; evaluating products, service, and warranties.=> Prepares reports by collecting, analyzing, and summarizing operational data and trends.=> Operations of Kennel Club of Pakistan across the country, including records of members, their pets,, documents of pets and organizing Dog Shows/Championships. => Surveillance, profile (corporate / individual) scrutiny, verification on different levels.=> Online research, news/media, corporate, litigation, reverse directorship. => Visa processing, travel itinerary, protocols & security arrangements for foreign delegations.=> Maintains records by defining procedures for retention, protection, retrieval, transfer and disposal of records.=> Logistic support for media house, pre. & post production=> Schedule & ensure proper utilization of organization's facilities and personnel for production=> Coordination with Directors to determine most efficient execution of production design including staging and lighting environment=> Invoicing, Payment Follow ups, Online Return Filing=> Media Projects Planning, Budgeting, coordination with Channel & production teams, for purchases & logistic support=> Preparing Quarterly, Half & yearly reports for IPR/CR clients

Islamabad

=> Evaluate requisition forms, as assigned, to ensure timely purchases meeting organizational requirements. => Initiate and process requests for quotations for department purchases, researching, evaluating, and making appropriate selection of commodity or service classification from the market. => Update vendor database files in order to establish authorized vendor status.=> Facilitating assigned branches and its BTS/Core sites within the region, for their monthly requirements, documentation for purchase order, follow up with suppliers and timely deliveries. => Market survey for best possible material in a competitive rate. => Keep track of all systems, devices etc. being procured and coordination with HR/department for its arrangement and disbursement. => Pre-delivery quality control for supplied material. => Coordination with Procurement Manager for approval of rates & quality. => Complete follow up of order from branch requisition till clearance of bill. => Coordination between supplier and transporters for on-time deliveries. => Preparation of monthly, weekly, and daily update reports for supply chain. => Research for alternative items with economical prices & good quality. => Logistic support to management for domestic & Int. Movement (with / without cargo) Other tasks as assigned by Procurement Manager=> Travelling to other regions, for auditing, and conflict resolutions.

=> Joined as Regional Marketing Manager for Mazar-e-Sharif, Balkh with prime task to establish a region, hiring staff, promote the products/services offered by company & look after the sales.=> Promoted to Regional Administrator within 8 months with added responsibilities to look after & supervise Administration, Finance and HR.=> Best Team Manager Award for the year 2009 (for starting & setting up the region, marketing & sales, and become 2nd best performer of the year within 9 regions.=> Support staff segregated in regions for their Finance, HR & Procurement needs.=> Company’s focal person for commercial WIFI internet service to NATO soldiers.=> Inventory Control for office Telecom equipment, procuring assets=> Overall responsible for departments of branches within the territory.=> Specially assigned to facilitate NATO forces for commercial Internet ConnectionsPostings :- => Mazar-e-Shareef (Balkh)=> Kabul => Kandahar => Jalalabad (Nangarhar)

• Maintaining the purchasing policy and ensuring that all purchases adhere to it. An executive would set the policy as well. • Choosing the suppliers that the company will deal with and maintaining the legal interaction with them. • Managing any SLA’s (Service Level Agreements) that may be in place and managing any Master Agreements between the suppliers and the company. • Staff recruitment, training and management. • Liaison with other departments, particularly the accounting, manufacturing and stock departments. • Budgeting, costing and cost saving after reviewing the management information available. • Health and Safety, Quality and other legal requirements. • Overseeing any large procurement that may happen. • Survelliance , Corproate Investigations, Profile Background research

Karachi

• Collate purchase orders and purchase requisitions in order to order materials, goods and supplies & send them to the suppliers. • Review inventories and order as required, interact with the suppliers on a day to day basis. • Review deliveries against the orders, track the status of any orders, Deal with non-supplied, under orders, over orders and damaged goods. • Ensure that any invoices are sent to accounts for payment, Produce and maintain all reports. • Manage any procurement activities including RFP’s (Request for Proposals) • Managing fleet record, Fuel consumptions, maintenance, warranties, monthly services, insurance claims. • Supervision of Janitorial staff, provide with necessary material, looking after their performance. • Building maintenance,

B.Com, Commerce

Choosing a BCom degree as a social butterfly was like trying to dance at a party while balancing accounting textbooks on my head..

Hsc, Computer Science,Chemistry,.Physics, Maths

Activities and Societies: Debate competitions, Cricket

Ssc, Computer Science,Chemistry,.Physics, Maths

Activities and Societies: Drama Society Member of Cricket Team Science & Technology department