BILAL SAIF UR REHMAN

[email protected] • 0570067579 • Riyadh, SA

PROFESSIONAL SUMMARY

Accomplished Supervisor Order Management Team at NOON with extensive experience in customer service and operational oversight. Proven track record in mentoring and managing teams, enhancing process efficiency, and ensuring compliance with industry standards. Demonstrated expertise in quality control, workforce training, cost-reduction strategies, and customer service excellence. Adept at resolving customer complaints swiftly and maintaining high performance through effective leadership and communication skills. Career goal: to leverage extensive experience to drive continuous improvement and operational success in a dynamic organisation.

WORK EXPERIENCE

Supervisor Order Management Team

01/2018 - Present

Noon , UAE & KSA

• Leadership: Mentor and manage a team of 50 professionals, fostering a collaborative environment to achieve high performance, and professional growth

• Operational Oversight: Oversee daily logistics operations, including transportation, warehousing, and inventory management, ensuring adherence to best practices and company standards

• Process Improvement: Identify opportunities for process enhancements and implement strategies to boost efficiency, reduce costs, and improve overall operational effectiveness

• Coordination: Act as a key liaison between departments, suppliers, and customers, facilitating smooth communication and resolving operational challenges

• Performance Management: Monitor and analyse key performance indicators (KPIs) to drive data-driven decisions and continuously improve operational outcomes

• Compliance: Ensure all operations comply with industry regulations, safety standards, and conduct regular audits and inspections to maintain high operational quality

• Resolved customer complaints swiftly, turning negative experiences into positive outcomes

• Monitored worker behaviours and enforced standards for consistent safety protections

• Assisted in the recruitment and training of new staff members, building a strong, efficient team

• Planned and communicated daily manufacturing tasks and targets

Customer Service Supervisor

01/2018 - 01/2020

Jollychic , UAE

• Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback

• Strategising and monitoring the daily activities of the customer service operation

• Assisting customer service staff with their duties where required

• Training staff in areas of customer service, company policies, and procedures

• Managing cashier coverage and customer flow to ensure proficient customer service

• Monitoring and authenticating returns, exchanges, and voids

• Investigating and resolving customer service complaints

• Assisting with the development and implementation of service policies

• Resolved customer complaints swiftly, turning negative experiences into positive outcomes

• Led staff training sessions on customer service excellence, enhancing team skills and knowledge

• Coordinated training to improve operations, team morale and customer service

• Maintained smooth-running operations through staff coordination and budget control

Customer Service Supervisor

01/2017 - 01/2019

Noon , UAE

• Build relationships with customers to better understand their unique needs

• Achieved outstanding customer satisfaction through effective team management

• Fulfil requests and answer questions for internal and external customers

• Respond to customer enquiries via email

• Electronic filing and retrieval of documents

• Maintain and update customer records

• Experience managing all office functions related to customer satisfaction, and order processing

• Identified ongoing issues and implemented solutions to maintain optimum service levels

• Managed team of customer service representatives, fostering an environment focused on high-quality client support

• Addressed and solved customer issues and complaints without difficulty

• Developed and implemented standards and procedures to guide staff activities

• Organised and chaired weekly team meetings to discuss performance metrics, sharing best practices and addressing challenges

• Maintained smooth-running operations through staff coordination and budget control

• Oversaw the update of the customer service database, ensuring accurate recording of interactions and resolutions

Customer Services Lead - b2b

01/2016 - 01/2017

Etisalat , UAE

• Conduct market research to find answers about consumer requirements, habits, and trends

• Assist in outbound or inbound marketing activities by demonstrating expertise in various areas (content development and optimization, advertising, events planning, etc.)

• Collaborate with marketing, and other professionals to coordinate brand awareness and marketing efforts

• Plan and execute initiatives to reach the target audience through appropriate channels (social media, e-mail, TV, etc.)

• Assist in analysing marketing data (campaign results, conversion rates, traffic, etc.). to help shape future marketing strategies

• Undertake individual tasks of a marketing plan, as assigned

• Collaborated with team members to achieve target results

EDUCATION

Bachelor's Degree in Computer Science

01/2012 - 01/2015

Aptech Inc, Karachi