MOHAMMAD MOHI KHAN
Dubai,Al
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Sr. Marketplace Specialist
01.2021
- Develops and implements innovative, branding programs
- Sales Growth: Ensuring sales growth of top sellers by analyzing various aspects which impact their potential such, Danube Home, Danube Fashion, Landmark, Fragrance house, etc
- This involved analysis of competitor pricing, understanding market trends in product & category, identifying gaps & plan product marketing
- Marketing Activities: Identify various avenues on our site to promote seller products
- Negotiate attractive deals with top sellers that benefit both the sellers and our customers
- Catalogue Management and Content Enhancement: Identifying catalogue gaps on the website and working with top sellers to ensure that new items are sourced and listed to fill any existing gaps
- Monitoring the seller's content to ensure that it is as per the site guidelines and coordinate with our content team to ensure the content is rightly marketed
- Coordinating with various teams like technical team, finance team & content team to ensure the smooth running of all day to day operations for top sellers
- Developing strategies for Incremental growth of sellers with maximum selection and retention of existing sellers
- Point of Contact for all operational queries related to Fulfilled by Noon (FBN)
- Involved in coaching & Performance development needs for the associates besides coordinating with the other sites to do the Best Practice Sharing for the improving of process Level SLAs
- Maintaining quality at or above published standard for skill group
- Worked and managed operations of Fulfillment Center, Middle Mile and Last Mile Delivery
- Actively engaged in Vendor Management in a cost effective and best utilization of resources
- Conducting Team building and leadership skills training for the staff of all branches
- Working on Warehouse layout for effective and hassle free operations
- Internal projects: Seller reactivation program
- Lead a team of 4 members in analyzing the reasons and how to retain existing seller on Noon platform,
- Successfully Managed to reactivate seller accounts
- Played instrumental role in building Seller support team.
Operation Supervisor
Yango.Com
Dubai, United Arab Emirates
07.2022 - Current
- Developed mentorship and rewards programmed, increasing staff retention by [30]%.
- Managed [100]+ operational queries per [2-4 hours] with [90]% client satisfaction.
- Oversaw staff planning, ensuring adequate resources and capacity to meet prioritized demand.
- Constantly met profitability targets by monitoring operational performance against agreed KPIs and promptly addressing areas for improvement.
Customer Relationship Officer
Lenskart.com
10.2015 - 07.2017
- Achieve the sales target set every month
- Using different methods like cold calling, references and social media to discover new customers
- Meeting with clients and understanding their needs, aims and objectives
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
- Provide quality service and support in a variety of areas
- Troubleshoot customer issues over the phone and E-Mail
- Use automated information systems to analyze the customers situation
- Maintain a balance between company policy and customer benefit in decision making
- Handles issues in the best interest of both customer and company
- Providing thought leadership around planning, roadmaps and execution
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience
- Handle customer concerns and assisting them via email/chat
- Contact the Customers regarding their issue sent and responds to their queries and guide them accordingly
- Handles customer inquiries, follow ups and complaints
- Handle complicated chats or advice Level 1 agent with correct resolution to be responded to customer
- Giving first class professional advice, accurate product information, best practical solution to resolve customers query.
Key Account Manager
Noon.com
Dubai
09.2017 - 02.2017
- An incisive professional over 8+ years of experience in multiple roles with in e-commerce platform
- Currently working as a Sr
- Marketplace Specialist, Marketplace
- Worked as Customer service representative and promoted to Team Leader
- Served as Team Leader for Customer Service NA Operations at lenskart.com
- Lead Customer Service Team of 12 personnel
- Functional areas are - Account Management, Business Development, Vendor Management, Performance
- Management, Content/Catalogue Development, training and development & Customer Service
- Demonstrated leadership qualities - Ownership, Invent & simplify, Deliver results
- Have experience using in built application system and Salesforce.
Sr. Service Advisor
One World Teleservices PVT. LTD
06.2015 - 10.2015
- Troubleshooting at telephone exchange sites for networking and for the Customers SIM Cards and data services that are not working properly
- Visiting the sites as per the opened tickets to resolve the issue as per the required technical parameters
- Involved in answering call/mails, Troubleshooting (SIM card, Blackberry, I-phone and smart phone)
- Making call back to the client to get his problem/complain solved
- Working as a link between customer and network partner for rectifying the issue for data and voice as well
- Visiting and monitoring the site stations for preventive maintenance with the coordination of the senior
- Resolving network related issues of customers.
Service Advisor
Matrix Cellular International services LTD
06.2011 - 06.2015
- Troubleshooting at telephone exchange sites for networking and for the Customers SIM Cards and data services that are not working properly
- Visiting the sites as per the opened tickets to resolve the issue as per the required technical parameters
- Involved in answering call/mails, Troubleshooting (SIM card, Blackberry, I-phone and smart phone)
- Making call back to the client to get his problem/complain solved
- Working as a link between customer and network partner for rectifying the issue for data and voice as well
- Visiting and monitoring the site stations for preventive maintenance with the coordination of the seniors
- Resolving network related issues of customers
- Working to provide a proper network with the help of healthy team work and respectively when needed.
Education
Bachelor of Business Management -
University of Allahabad
2013
Skills
- IT SKILLS
- Operating system : Windows 10, win Vista & win XP
- Word processor : MS Office
- Internet operations : Internet explorer, outlook express, net surfing
- Order management
- Logistical support
- Induction and training programmes
- Quote production
- Supplier performance management
- KPI management
- Process improvement strategies
- Inventory control
- Solutions development
- Multi-site operations
- Financial and cash flow analyses
- Communication improvements
- Cost reduction and containment
- Quality compliance procedures
- Policies and procedures implementation
- Warehouse operations
- Resource planning and allocation
Certification
Cost Efficiency
Effective Communication
Team Building
Languages
English
Advanced
Timeline
Operation Supervisor
Yango.Com
07.2022 - Current
Sr. Marketplace Specialist
01.2021
Key Account Manager
Noon.com
09.2017 - 02.2017
Customer Relationship Officer
Lenskart.com
10.2015 - 07.2017
Sr. Service Advisor
One World Teleservices PVT. LTD
06.2015 - 10.2015
Service Advisor
Matrix Cellular International services LTD
06.2011 - 06.2015
Bachelor of Business Management -
University of Allahabad
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