Nasar Arafath Dhasthagir
Sales Quality Manager
Coimbatore
Summary
To join an organization that offers a constructive workplace to improve my customer service skills and abilities. I love to learn and I am always up to a challenge whenever the situation. I get along well with others, while also working efficiently on my own.
Overview
17
17
years of professional experience
5
5
Languages
Work History
Sales Quality Manager
Sundaram Honda
Coimbatore
01.2018 - Current
- Received best performance award for every half yearly
- Handling customer complaints and maintaining zero Honda 121 complaints
- Performed various coaching sessions & KPI monitoring & providing feedback to CREs
- To ensure Honda 121 complaints are closed within 24 hours
- Arrange for proper data flow from various stages in sales process and ensure contact to 100% prospects/ customers through CRE
- Random check of call and script quality by auditing of few recorded calls made by CREs
- Sharing of customer complaints from all sources with SM/ TL/ SC and ensure timely resolution
- Generate detailed complaint analysis report SC wise and draw counter measure plan with sales team
- Prepare the action plan with Sales Manager and ensure implementation by respective role holders in the dealership
- Share MIS of calling activity/ DFS & Honda 121 with Dealer Principal
- Highlight dealership strengths and areas for improvement
- Ensure proper usage of Showroom Checklist, Process Time Chart, Delivery Checklist, Test Drive Vehicle Checklist, Test Drive Feedback Forms
- Be present at the time of car delivery and manage the delivery ceremony Daily Implementation of best practices and new customer centric initiatives.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Team Lead
Souq.com
Dubai
01.2015 - 09.2017
- Assigned the tasks of implementing project plan as well as gaining agreement with client
- Handled the tasks of developing and executing online acquisition generation marketing activities like Search Engine Marketing, Online Advertising
- Performed various coaching sessions & KPI monitoring & providing feedback to agent to enhance Customer experience
- Handling Manager calls in terms of high level escalations
- To ensure tickets are resolved within SLA.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Maintained database systems to track and analyze operational data.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Sales Support Agent
Emirates Integrated Telecommunication PJSC (Du Telecom)
Dubai
04.2013 - 01.2015
- Handling Trouble Tickets for VIP customers regarding Mobile Number Portability (MNP), Value Added Services, Migration and other Technical issues
- Handle client issues and enquiries to enhance customer support
- Managing the correspondence between the sales team and their client
- Work in a team to meet and exceed assigned goals
- Monitoring customer accounts and tracking of Account Transfer details and providing data, reports to help the sales team
- Ensuring that documents provided by sales team are verified before send to Sales order-OMT creation team to eradicate delay in order processing
- Liaising with other departments such as Accounts, Procurement and Dispatch.
Service Desk Specialist
Marvel Mobiles & Computers
Coimbatore
09.2012 - 02.2013
- Desktop Support Team Lead for Marvel Mobiles and computers where I am supporting over 20+ employees
- My primary objective is to train my team on any new process or applications being introduced
- Handling Sev1 and Sev2 Incidents; also suggesting process improvements and ensuring that correct resolution is performed
- Analyzing the number of misrouting incidents which helps in reducing the resolution time
- Updating Daily Status Report about the created records, pending records and closed records and updating the management team
- Providing regular updates to the Documents created and after approval from the client added to database
- Analyzing trends of process misses and implementing a strategic approach
- Suggesting the development team with any changes needed in the infrastructure during the meeting.
Customer Service Officer
M.H.Alshaya Co.W L.L.C
Kuwait
03.2010 - 12.2011
- Maintain customer database and respond to their queries
- Manage Events and trade shows for the organization Food and Services outlets
- Collect customer feedback on the new launch products and services and report the brand team
- Prepare reports on the performance of various new launches and do a feasibility study
- Identify potential suppliers and wholesale buyers and report to the Business Alliance Manager.
Technical Support Engineer
Sutherland Global Services
Chennai
08.2007 - 02.2010
- Provided technical support to the Business software of the company
- Updating the daily sales and sales lead details to the central database systems
- Outbound and Inbound calls for technical assistance
- Earliest resolution of Technical issues using troubleshooting skills
- Prepared quotations and filled in RFP (Request to Proposal) for new Business Development.
Education
Bachelor Of Technology - Information Technology
Hindusthan college of Engg & Tech
Coimbatore 05.2006
Skills
Consistently top performer for past 5 years in Honda
Personal Information
- Age: 38
- Date of Birth: 09/18/84
- Nationality: Indian
Computer Proficiency
BSCS, CRM, Sales Tracker, ERP, Oracle, MS Office XP, Outlook, Eudora
Driving License
Holding 2 and 4 wheeler license of India and UAE
Timeline
Sales Quality Manager
Sundaram Honda
01.2018 - Current
Team Lead
Souq.com
01.2015 - 09.2017
Sales Support Agent
Emirates Integrated Telecommunication PJSC (Du Telecom)
04.2013 - 01.2015
Service Desk Specialist
Marvel Mobiles & Computers
09.2012 - 02.2013
Customer Service Officer
M.H.Alshaya Co.W L.L.C
03.2010 - 12.2011
Technical Support Engineer
Sutherland Global Services
08.2007 - 02.2010
Bachelor Of Technology - Information Technology
Hindusthan college of Engg & Tech
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