Md Sartaj Aziz
New Delhi
Summary
A dynamic and result oriented professional with over 5 years of experience in customer relationship management, service excellence, and regional operations leadership. Experienced in consulting, training, and crafting strategies that enhance service quality and support business growth.
Skilled in leading high-performing teams, streamlining processes, and consistently surpassing performance goals. Proficient in developing customer-focused solutions, resolving complex challenges, and ensuring smooth service delivery to drive satisfaction and loyalty.
Fostering collaboration and implementing operational best practices to boost efficiency and align team efforts with organizational objectives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Regional Service Manager
Kärcher Cleaning Systems Pvt. Ltd., India
Noida
01.2024 - Current
- Managed regional budget and expenses associated with servicing customers.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Created and managed budgets for travel, training, and team-building activities.
- Developed strategies for improving overall customer experience through better communication practices.
- Analyzed data from customer surveys to improve services provided across the region.
- Reviewed completed work to verify consistency, quality, and conformance.
- Created reports that tracked trends in customer service issues over time.
- Provided guidance and advice on best practices for resolving difficult customer service cases.
- Analyzed business performance data and forecasted business results for upper management.
- Conducted monthly performance reviews with staff to identify areas of improvement.
- Established relationships with key stakeholders such as suppliers, distributors, dealerships.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Worked with cross-functional teams to achieve goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
Assistant Manager-Customer Support
Kärcher Cleaning Systems Pvt. Ltd., India
Noida
01.2022 - 12.2023
- Analyzing daily workloads for team members and assigning them as per the business requirements.
- Motivating the team to achieve the operational KPIs as per organizational goals.
- Providing CRM training to end users for bringing efficiency and setting best practices.
- Budget allocation for the departmental expenditures and resource management.
- Setting the goals for the team (department), monitoring, coaching, and feedback as per the organization's policy to ensure expectations are met.
- Delivering exceptional service to our customers, ensuring high satisfaction, and bringing positive survey results.
- Reviewing branch leaders for meeting operational and financial KPIs.
- Performance review and maintaining day-to-day shrinkage and overall attrition of the team, focused on the retention of resources.
Team Leader- Customer Support
Kärcher Cleaning Systems Pvt. Ltd.
Noida
05.2021 - 12.2021
- Led a team of customer support representatives, ensuring high-quality service and timely resolution of issues.
- Managed daily operations and coordinated with other departments to streamline processes and improve customer satisfaction.
- Trained and mentored new team members, fostering a collaborative and efficient work environment.
CRM- Executive
Kärcher Cleaning Systems Pvt. Ltd.
Nodia
03.2020 - 04.2021
- Analyzed customer data to identify trends, behaviors, lead management and opportunities for business growth.
- Streamlined lead management process, improving lead quality and conversion rates through CRM system.
- Used change methodologies to increase sales and led projects for increased productivity.
Trainee
Kärcher Cleaning Systems Pvt. Ltd.
Noida
01.2020 - 02.2020
- Joined the company as a trainee, actively participating in training sessions and practical assignments.
- Engaged in comprehensive training sessions and hands-on assignments during the trainee program.
- Gained comprehensive knowledge by working across different departments.
Education
Bachelor of Technology (B.tech) in Mechanical Engineering. - Mechanical Engineering
MDU, Rohtak Haryana India
05-2017
Freedom English Academy
New DelhiPersonality Development Program
New DelhiSkills
- Operations management
- Performance monitoring
- Service delivery optimization
- Compliance management
- Staff training and development
- Productivity measurement
- Training and Consultancy
- Forecast accuracy
- Budget and revenue
- Operational efficiency
- Business analysis and reporting
- Profit and loss management
- Collaborate cross-functionally
- Performance evaluation
Certification
- Dale Carnegie- Winning with Relationship Selling
Accomplishments
Extra-curricular activities & Achievement's
- 7th National Teacher's Science Congress -2013 (A Programme of Ncstc, Dst, Govt. Of India) - Volunteer
- National Conference On Advancement In Mechanical Engineering- 2015 – Volunteer
- National Conference On “Solid State Lighting” 2015, In Collaboration With Unesco – Volunteer
- Organized Afiesta 2016- Coordinator (Student)
- Enlighten- One Day Workshop On Photonics 2016- Volunteer
- Got 1st Prize For Poster Presentation On National Science Day, 2014.
- Got 1st Prize In Power Point Presentation, Seminar On "Evolution Of Modern Sciences" 2015
- Got 2nd Prize In Power Point Presentation, National Conference On "Solid State Lighting” 2015, In Collaboration With Unesco.
- Got 2nd Prize For Power Point Presentation On National Science Day 2015.
- Got 1st Prize For Debate In Fiesta Vistoso, 2k16.
- Got 2nd Prize For Technical Quiz In Fiesta Vistoso, 2k16.
- National Science Day 2016 - Delivered Speech
- Got 1st Prize For Creative Writing In Zest 2016, At Lingaya's University.
- Got 2nd Prize For Extempore In Zest, 2016.
- Got 2nd Prize For Boggle Toggle In Zest, 2016.
Timeline
Regional Service Manager
Kärcher Cleaning Systems Pvt. Ltd., India
01.2024 - Current
Assistant Manager-Customer Support
Kärcher Cleaning Systems Pvt. Ltd., India
01.2022 - 12.2023
Team Leader- Customer Support
Kärcher Cleaning Systems Pvt. Ltd.
05.2021 - 12.2021
CRM- Executive
Kärcher Cleaning Systems Pvt. Ltd.
03.2020 - 04.2021
Trainee
Kärcher Cleaning Systems Pvt. Ltd.
01.2020 - 02.2020
Bachelor of Technology (B.tech) in Mechanical Engineering. - Mechanical Engineering
MDU, Rohtak Haryana India
Freedom English Academy
Personality Development Program
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