Malik Muhammad Shan Afzal

Managing and developing new business opportunities in international logistics and freight forwarding Building and maintaining strong relationships with clients and partners Coordinating with operations and pricing teams to ensure competitive quotes and smooth execution Handling end-to-end shipment coordination including FCL/LCL bookings Monitoring market trends and identifying growth opportunities Achieving monthly sales targets and contributing to overall revenue growth

Supporting sales initiatives, coordinating with clients and operations teams, and assisting in developing new business opportunities within the logistics and supply chain industry.

Actively supporting sales growth by coordinating with clients and internal teams, assisting in lead generation, rate management, and contributing to new business development within the global logistics and supply chain sector

Management of 40+ Staff. I have managed multiple Campaigns i.e. Real Estate, Final Expense & ACA. Currently I am managing Solar Campaign. I am working with HR, Training & development department for smooth hiring and coaching the staff according to the client requirements. I am well aware of VICI Dialer, Data & VoIP and smooth grip how to operate things accordingly

Managing the count of 23 team members Responsible for their QA, AHT & CSAT. Trained, mentored, and motivated employees to maximize team productivity. Explained goals and expectations required of trainees. Coached staff on strategies to enhance performance and improve customer relations.

• Reviewing the current systems • Presenting ideas for system improvements • Working closely with project managers, analysts, mobile application developers, designers and staff • Producing detailed specifications and writing the program codes • Testing the product in controlled, real situations before going live • Maintaining Repository and program documentation • Maintaining the systems once they are up and runing

• Customer handling is the main feature of my job description. Responsible for Customer complaints logging and tracking. • We are given sales targets which we have to complete every month. • We work under the standard operating procedure to do our all activities related to Ptcl&Ufone customer services. • Customer satisfaction is the very important part of my job description. • Responsible for managing Service Level for business center: ◦ Monitoring business center executive activities and time management. ◦ End of day reports generation. ◦ Daily financial reconciliation for the business center. • Monthly scorecard monitoring and maintenance for the business center executives. • Main responsibility includes, customer management and facilitation. • Managing customer Vas activation and deactivation. • Customer’s new and duplicate SIM issuance. • Customer’s Ufone bill, Utility bill & Customer's Upaisa payments.

• Cold-called customers to up-sell services. • Maintains customer records by updating account information. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the issues; expediting correction or adjustment; following up to ensure resolution

• Manage a team of call center agents. • Be available to affect the entirely of the team’s operations. • Manage by walking around. Be visible to answer questions. • Take calls that the agents can’t handle and be available when an agent appears to need assistance. • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting abandonment rate, etc. • Motivate and encourage agents through positive communication and feedback.

• Obtains client information by answering telephone calls; interviewing clients; verifying information. • Determines eligibility by comparing client information to requirements. • Informs clients by explaining procedures; answering questions; providing information. • Maintains communication equipment by reporting problems. • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. • Updates job knowledge by studying new product descriptions; participating in educational opportunities. • Accomplishes sales and organization mission by completing related results as needed.

• Ensured Good customer services • Welcomed & greeted customers • Organized Meetings and other various activities  • Admission Dealing and file management • Record keeping and register preparation