Nashal Ahmed
Mount Roskill
Summary
Successful store manager with 4 years of experience addressing customer requests and concerns in the retail department. Expert at providing relevant information and options to resolve issues successfully. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Living Culture
10.2023 - Current
- As Customer Service Manager, I lead the customer service and showroom teams to deliver an exceptional customer experience that reflects the company’s premium outdoor furniture brand.
- My role is responsible for managing day-to-day customer interactions, ensuring smooth order processing, and maintaining high standards of service across all touchpoints.
- Key responsibilities include overseeing customer inquiries and after-sales support, resolving complaints efficiently, and coordinating with warehouse and logistics teams to ensure accurate, on-time deliveries.
- Monitoring team performance, providing coaching and training, and implementing process improvements that enhance efficiency and customer satisfaction.
- The position also involves liasing with our team in managing warranty claims, returns, and exchanges, maintaining accurate records in CRM systems, and contributing to sales growth through proactive communication and service excellence.
- Collaboration with sales, marketing, and operations teams to maintain consistent service standards, and uphold the brand’s reputation for quality and reliability.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries, with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues, and implementing effective solutions.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Co Founder/Director of Operations
Cemex Concrete Works
02.2022 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Overlooking on procurement of raw materials and labor force
- Developed and maintained relationships with external vendors and suppliers.
- Negotiating the tenders and vendors
- Analyzed and reported on key performance metrics to senior management.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained and guided team members to maintain high productivity and performance metrics.
- Trained new employees on proper protocols and customer service standards.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Dispatch Manager
NZ MUSCLE
07.2019 - 09.2022
- Conferred with customers to address questions, problems, and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Task delegation and assignment as needed, Monitoring and reporting productivity to warehouse manager.
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Significant experience in retail/operation management.
- Maintained internal inventory of supplies and equipment.
- Reported to management operational activities and maintained current records.
- Understanding market trends for the launch of Sales/Offers/Discounts
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Drafting staff agreements and records.
- Analyzing company records to improve future sales.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lag.
- Managed procurement requests and acted as a point person for customers on logistics, hardware, and software needs.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Oriented newly hired employees by providing company information, facilitating onboarding processes, and establishing position-related requirements.
- Developed relationships with potential job candidates to promote effective communication throughout the hiring process.
- Followed through with client requests to resolve problems.
Plant and Operations Manager
IMPAL KWALITY CEMENT PRODUCTS
06.2017 - 02.2018
- Collaborating with colleagues to fulfill requirements and Supporting promotional and marketing activities
- Retailing and sales, including stock checks and purchase
- Collaborating in a team to deliver excellent customer service
- Building and maintaining relationships with existing customers and Managing and implementing scheduling facilities.
Education
Graduate diploma - Operations Management And Supply Chain
Unitec
Auckland, NZ, New Zealand04.2019
Bachelors of Business Management -
SDM College of Business Management
India05.2017
Skills
- Strong negotiation and communication skills (Multi-Lingual)
- Demonstrated leadership abilities in academic and
- Professional settings
- Excellent multitasking with keen attention to detail
- Customer-focused approach to deliver exceptional service
- Proficient in administrative tasks, Proactive and can-do attitude
- Effective time management skills
- MS Office
Accomplishments
- Project completion with Gilmour's Auckland in Operational management resulting in cost savings, and efficient inventory.
- Employee of the quarter awards with NZ Muscle for showing exceptional customer service skills.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Customer Service Manager
Living Culture
10.2023 - Current
Co Founder/Director of Operations
Cemex Concrete Works
02.2022 - Current
Dispatch Manager
NZ MUSCLE
07.2019 - 09.2022
Plant and Operations Manager
IMPAL KWALITY CEMENT PRODUCTS
06.2017 - 02.2018
Bachelors of Business Management -
SDM College of Business Management
Graduate diploma - Operations Management And Supply Chain
Unitec