Wajih Ur Rehman Shaikh
Service Delivery Specialist
Regina,SK
Summary
MBA qualified, experienced operations & customer service professional having 10 years of successful track record in developing and implementing successful operational and service policies. Well-versed in B2B and real estate business practices, standards and regulations. Recognized strengths in successfully running real estate business operations, after-sales services, planning, implementation, problem-solving, reporting and staff training. Proactive hands-on experience with developing and implementing loyalty systems on CRM and tailored situations to boost customer loyalty & revenue. Passionate about creating new processes and system modifications to achieve cost reduction, increased productivity, and revenue growth for the organization.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Manager - Operations/Service Delivery Manager
Zameen Media Pvt Limited
Karachi, Pakistan
11.2015 - 08.2022
- Supervised operations team of 45+ executives to support operational excellence and exceptional customer service.
- Developed and implemented loyalty systems and tailored solutions for customer satisfaction.
- Conducted daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Liaised with cross-functional departments to deliver results as per the client's requirements & defined SLAs.
- Continuous engagement with the tech team to add new developments, and enhance user experience in the existing processes/products.
- Monitored department's performance, prepare statistical reports for senior management and plan for changes to bottom-line results.
- Recruit personnel, assess expertise, assign resources and manage KPIs.
- Lead, coach, and develop staff; work with employees to set goals in training and development.
- Participation in various company sales events and exhibitions with the responsibility of managing different administrative tasks.
Assistant Manager - Sales & Service Delivery
Tradekey Pvt Limited
Karachi, Pakistan
10.2010 - 10.2015
- Key-Account Management, responsible for managing accounts of the Senior and VIP premium customers through proactive customer service strategies, and monitored them for maintaining service non-conformance.
- Responsible for Customer Relationship Management (CRM), Customer Loyalty & Revenue.
- Conducted daily scrum to motivate team members, addressed concerns and questions, planned improvements and evaluated progress toward service and sales goals.
- Introduced new products or services, increased dedicated activities and improved customer service to drive sales for the premium customers.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Liaised with the digital marketing team on SEO and SEM campaign for premium clients.
- Documented & communicated new initiatives to internal teams & product developers.
- Managed online social forums to increase positive word of mouth on different forums of the company and its clients.
Education
MBA - Marketing Management
Institute of Business Management (IoBM)
Pakistan 09.2012 - 09.2014
BBA - Marketing
National University of Computer &Emerging Sciences
Pakistan 08.2005 - 07.2009
Skills
Operational Excellence
Service Delivery
Team Management
Microsoft Office
Team Player
Process Improvement
Training & development
Customer-centric approach
Timeline
Assistant Manager - Operations/Service Delivery Manager
Zameen Media Pvt Limited
11.2015 - 08.2022
MBA - Marketing Management
Institute of Business Management (IoBM)
09.2012 - 09.2014
Assistant Manager - Sales & Service Delivery
Tradekey Pvt Limited
10.2010 - 10.2015
BBA - Marketing
National University of Computer &Emerging Sciences
08.2005 - 07.2009