Travelling
Murtaza Rahnaward
Sharjah,Al Nahda, UAE
Summary
Dedicated business operations and customer experience professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Enterprising personal successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
9
9
Certificates
4
4
Languages
Work History
Regional Manager, UAE & GCC Regions
Setara Dry Fruits, Nuts & Saffron
Dubai, United Arab Emirates
03.2022 - Current
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Defined locations, dealers and investors to drive product sales and foster brand expansion.
- Boosted brand growth by devising strategic network and marketing tactics.
- Spearheaded market expansion plans for senior leadership.
- Grew market share by building strong vendor network and customer-oriented retail store and services.
- Achieved retail market share goals by developing and executing dealer event-oriented marketing promotions.
- Developed brand expansion initiatives across sales, marketing, and advertising campaigns.
- Built and deepened partnerships with industry leaders to strengthen collaborative efforts and promote mutual profitability.
- Targeted prospects in other territories through careful research of competitor products, services and trends.
Director of E-Commerce
Afghan Telecom (Salaam)
Kabul, Afghanistan
06.2018 - 09.2021
- Responsible for collaborating with cross-functional partners to manage all aspects of the E-Commerce & Mobile Money business including, business planning, content strategy and development, promotional campaigns and other online marketing, website design, customer service, web analytics and web technologies
- Provide overall direction for Financial Services by analyzing changes in competitive landscape, analyzing trends, costs, forecasts and implementing them into business plan
- Develop financial and e-commerce & mobile money ecosystem
- Manage overall financial performance of each product and commercial expenses by analyzing and controlling financial reports, creating and administering commercial budgets
- Evaluate operational processes for Financial Services business area and improve opportunities to promote customer focused culture
- Direct responsible individuals to control and supervise annual consumer growth and revenue per category
- Devised and implemented system for researching value of e-commerce products and drove selection of highest-quality products.
- Devised sales strategies to increase points of distribution, shelf space, product positioning, consumer awareness, trial, conversion and user acquisition.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Identified trends, areas of opportunity, scale and potential improvements to drive ongoing business vision and optimization
Sr. Director of Commercial
Afghan Telecom (Salaam)
Kabul, Afghanistan
05.2017 - 05.2018
- Manage & Monitor all commercial departments such as Customer Care, sales and Marketing
- Provide recommendations to top management on major commercial decisions and carry out commercial policy
- Analyze and evaluate effectiveness of sales methods, costs, and results and directly manage sales channels
- Participate in development of new project proposals and establish and implement short- and long-range goals, objectives, policies, and operating procedures
- Supervise/develop company marketing and communication materials and represent company at various community and/or business meetings for promotion
- Supervise and Monitor activities of entire Customer Service Division including activities of support center, business center, resource development, contact centers across country
- Supervise designing/building of customer care centers at different stations and equip them with potential staff and effective procedures/processes
- Establish, recommend and implement policies to ensure quality, timely and efficient design of publications and customer oriented services.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Improved operations through consistent hard work and dedication
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Proved successful working within tight deadlines and fast-paced atmosphere
- Created plans and communicated deadlines to complete projects on time
- Offered friendly and efficient service to customers, handled challenging situations with ease
Director of Sales & Distribution
Afghan Telecom (Salaam)
Kabul, Afghanistan
12.2016 - 05.2017
- Develop and implement sales channel management strategy / sales force management operations and ensure sales are driven through corporate, direct and indirect channels
- Develop distribution network / channels and trade tiers business intelligence processes and analytics for grater insights / inputs to decision making
- Ensure world class efficiency in processing channel partners' orders towards achieving excellent product availability and adequate depth and breadth product distribution
- Ensure proper alignment of commercial objectives in response to specific local market realities Page 3 of 9
- Develop and implement best practice trade management strategies
- Ensure effective sales order processing to ensure efficient fulfillment of products requirement in trade
- Ensure operational efficiency through effective logistics operations
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Established ambitious sales targets, managed deployment strategies and developed go-to-market plans to capitalize on every revenue opportunity.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
Director of Customer Care & Customer Operations
Afghan Telecom (Salaam)
Kabul, Afghanistan
06.2014 - 12.2016
- Managing Customer Care Units:
- -Including Contact Center, Service Centers across country, Customer Profiling, Customer
- Retention & Loyalty.
- -Monitoring of Customer Contact channels and ensuring achievement of predefined Customer journey and Experience Service levels.
- -Implementation of Customer Care Policies, SOPs and KPIs.
- -Ensure Regulatory requirements are met and robust document management system is established to receive, maintain and update customer necessary information.
- Churn Management:
- -Manage focused Churn Management Programs and initiatives.
- -Apply specialized techniques and drive campaigns on several segments, i.e. Win back & Retention.
- -Improvement of customer retention and reduction of customer inactive periods through customer loyalty programs..
- Developing strategies to increase the quality and efficiency of Customer Journey & Contact Channels.
- Coordinated timely responses to online customer communication and researched complex issues
- Spearheaded innovative changes to increase growth across service lines
- Provided clarity to team members of executive-level changes for job visibility
Chief Supervisor Contact Center
Etisalat Afghanistan
Kabul, Afghanistan, Afghanistan
05.2012 - 05.2014
- Directly supervises 18 Team Leaders and indirect supervision up to 350 front liners & carries out supervisory responsibilities in accordance with the company's policies and applicable laws. Under the direction of the Customer Care Director
- Essential Duties & Responsibilities:
- Operations:
- •Supervise & support team Supervisors & leaders in managing personnel in attendance, monitoring & coaching
- •Monitor scheduling & ensure appropriate staffing levels are maintained for smooth operations
- •Analyze & plan workflow & reporting functions against capacity for the team to ensure all targets & set objectives are achieved
- •Enforce policies & procedures & monitor performance results in order to provide structured & consistent support
- •Define the needs of the call center & anticipate potential problems, both operational & staff related. Determine steps to bring about improvement in efficiency & performance
- •Stay up-to-date in new trends & innovations in the call centers field & report to management suggestions for improvement
- Human Resources:
- •Coordinate with HR & staffing agencies as needed to recruit new employees. Provides feedback to HR as needed
- •Promote open communication & coordination between employees within the call center as well as with other departments, supervisors/management
- •Implement corrective actions & assist employees in developing action plans, when needed, to rectify any undesirable behavior & improve performance
- Customer Care:
- •Direct changes in procedures & standards for call handling quality
- •Compile, analyze & report on a regular basis customers' complaints & suggestions & recommend appropriate measures to reduce the number of complaints
- •Maximizing automation processes within contact center and minimize customer dependency on life agents
- Used critical thinking to break down problems, evaluate solutions and make decisions
Customer Support Supervisor
Etisalat Afghanistan
Kabul , Afghanistan
04.2011 - 05.2012
- Provide daily, weekly and monthly reports to Customer Support Manager or any other reports requested by management
- Communicate and Coordinates with departments and sub departments within company for smooth workflow of complaint management
- Oversee progress of all unresolved inquiries & complaints and Ensure availability of a solution
- Ensure all requests for change and written complaints are timely and properly solved according to the internal policies & procedures
- Lead, motivate team. Inform team issue affecting their job
- Ensure proper behavior and discipline is maintained, and attendance is punctual and regular
- Propose continuous improvements of tools, workflow, processes & procedures, according to daily monitoring
- Recommend essential training for agents, to increase quality & performance
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care
Senior Customer Support Representative
Etisalat Afghanistan
Kabul, Afghanistan, Afghanistan
11.2010 - 04.2011
- Communicate and Coordinates with departments and sub departments within company for smooth workflow of complaint management
- Oversee progress of all unresolved inquiries & complaints and Ensure availability of a solution "Achieving quantitative and qualitative objectives
- Alert Customer Support Supervisor/Manager and take appropriate actions to correct any outage and/or deficiency of system/application or/and procedures
- Managed customer support queues on daily basis Directly supported customers with general end-user inquiries and technical issues
- Responded to internal and external customer request via phone, chat and email
- Effectively resolved issues through phone and/or email support
- Performed first-level core troubleshooting on software systems problems and delivered technical solutions
- Maintained accurate customer records professional written and verbal communication.
Senior Customer Care Representative
Etisalat Afghanistan
Kabul, Afghanistan, Afghanistan
09.2010 - 11.2010
- Resolves and inputs provider/client requests into tracking system according to established guidelines
- Ensures proper, accurate records, files, databases are set up and maintained
- Document all inquiries within contact management system, follows appropriate guidelines for notepad documentation, and assigns case accordingly
- Interpret and understand claim systems "Capacity to understand and interpret client and provider contracts while working with callers "Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery "Handle and resolve customer complaints "Process orders, forms and applications "Identify and escalate priority issues "Complete call logs
Customer Care Graduate Trainee
Etisalat Afghanistan
Kabul, Afghanistan
09.2009 - 09.2010
- Document all inquiries within contact management system, follows appropriate guidelines for notepad documentation, and assigns case accordingly
- Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery "Respond to customer inquiries "Handle and resolve customer complaints "Provide customers with product and service information "Process orders, forms and applications "Identify and escalate priority issues "Complete call logs
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Handled 250 calls per day to address customer inquiries and concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Information Technology Consultant
Ali Naisan Constriction Company
Kabul, Afghanistan, Afghanistan
04.2006 - 11.2008
- Assist with administration of company's computer network
- Record and provide first line support for all hardware faults " Report and follow up hardware faults to external support companies as required
- Assist in coaching users in use of PC based software packages e.g. Word, Excel, Power Point and etc.
- Maintain accurate inventory of computer equipment and software
- Maintain stocks of computer consumables
- Carry out installation of hardware and operating system software as required including cable routing
- Provide support for production of reports as requested
- Produce required systems-related documentation.
Education
Bachelor of Science - Biology Teacher Education
Kabul Education University
Kabul 01.2004 - 10.2009
High School Diploma -
Naderia High School
Kabul, Afghanistan 03.2001 - 11.2003
Skills
Coaching and mentoring
Extensive personal network
Strategic planning
Business development and planning
Analytical problem solver
New Business Development
Additional Information
- Honors-Awards, Hardworking Appreciation CertificateCertification of Dedication &CommitmentBest Employee of the QuarterBest Employee of MonthStar Of the MonthMurtaza Rahnaward
Certification
Advance Customer Care Leadership (Cross Borders Development Consultancies)
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Regional Manager, UAE & GCC Regions
Setara Dry Fruits, Nuts & Saffron
03.2022 - Current
Director of E-Commerce
Afghan Telecom (Salaam)
06.2018 - 09.2021
Sr. Director of Commercial
Afghan Telecom (Salaam)
05.2017 - 05.2018
Director of Sales & Distribution
Afghan Telecom (Salaam)
12.2016 - 05.2017
Director of Customer Care & Customer Operations
Afghan Telecom (Salaam)
06.2014 - 12.2016
Chief Supervisor Contact Center
Etisalat Afghanistan
05.2012 - 05.2014
Customer Support Supervisor
Etisalat Afghanistan
04.2011 - 05.2012
Senior Customer Support Representative
Etisalat Afghanistan
11.2010 - 04.2011
Senior Customer Care Representative
Etisalat Afghanistan
09.2010 - 11.2010
Customer Care Graduate Trainee
Etisalat Afghanistan
09.2009 - 09.2010
Information Technology Consultant
Ali Naisan Constriction Company
04.2006 - 11.2008
Bachelor of Science - Biology Teacher Education
Kabul Education University
01.2004 - 10.2009
High School Diploma -
Naderia High School
03.2001 - 11.2003