Sarah Ali Jafari
Egham
Summary
I am seeking a long-term relationship with your company and I hope that you offer me new experiences and prospects of growth to ameliorate my interpersonal, practical and executive skills.
To apply my knowledge of Marketing and Finance in an organization and to grow with it; in long term, nurture my skills to enable the team and management to contribute positively towards the expansion of the organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sales, Services & Customer Services Manager
Sonraj Pakistan
12.2011 - 02.2013
- Promoted to Manager Sales, Services & Customer Services after handling Brands and Marketing in 2012
- Correspondence and follow up with Brands regarding, placement of orders for spare parts, catalogues, tools, equipment and machines and addressing all action points timely
- Handling customer queries, regarding after sales, prices, brand specifications etc, follow up on any complaints, returns, suggest quick & immediate decisions to solve unplanned issues
- Making presentations for International events such as SIHH( Switzerland), Basel World ( Switzerland), Mini Basel World ( Dubai), The Kidney Centre Youth Initiative 2015 etc
- Assisted management with strategic planning regarding 3 S Sales, Service & Spares, and Human Resource
- Updated stock control department with the support of service centre of watches for repair
- Manage & facilitate corporate day to day operations and spear head projects within a given division from concept to completion in accordance with company policy and agreed parameters
- Project management of new stores all over Pakistan with the support of distribution department
- Keeping record of all activities done in the entire year
- As brand & marketing manager, responsible of getting the art work designed (ad copies, visiting cards, standees etc) as per the requirement of brands
- Managed events like Sindh festival and The Kidney center youth initiative 2015 from Branding, Designing & printing of stalls and art work till the final execution of the event
- Prepared the corporate video & script for after sales service from planning till the execution & final editing
- Designed Logo for the retail store 'Movements'
- Resolved customer complaints promptly & effectively
- Designed logo for a retail store 'movements'
- Provided support & assistance in setting up the state of the art watch service centre for the first time in Pakistan, 3S, Sales, services & Spares
- Provided assistance and support for making the corporate video and company profile for the first time in the company
- Written the script for the corporate video
- Build strong interpersonal connection with officers, executives & clients globally and locally
- Mentored junior staff members on best practices in customer service management, fostering professional development within the team.
- Reduced customer complaints by developing and enforcing service standards and protocols.
- Balanced competing priorities effectively, ensuring all tasks were completed efficiently while maintaining a keen focus on quality control.
- Enhanced customer satisfaction by implementing streamlined processes and timely issue resolution.
Complaint Officer
National Bank of Pakistan
06.2006 - 04.2012
- Worked with Product Development & Collection and Recovery Team in the following areas: Complaint Management
- Provide customers with personal financial counseling and lending service in order to discover opportunities to up sell lending products
- Meeting with clients to identify needs & goals & provide them with the tools, information, and benefits to assist them in attaining their financial goals
- Process & close Personal Loan applications
- Provide customer issue resolution; research & inquiries regarding services on Regional, Branch & Head Office Level
- Provide customer issue resolution; research & inquiries regarding services on Regional, Branch & Head Office Level from Special Government Bodies (SBP- Complaint Cell, NAB, Presidents & Prime Ministers, Chief Ministers, & Provincial Secretariats, Ministry of Finance etc)
- Reporting Product Managers, SVP /Credit Head – Collection & Recovery through MIS about the resolution of complaints
- Manage Complaint Files & relevant documents
- Organize & arrange Air tickets (TADA), Hotel reservations for Executives with the protocol office
- Prepare Job description & objective for HR & Administration department
- Arrange Training programs for the PDT& Senior management
- Prepare stationary requisition for the PDT
- Prepare lunch reimbursement bills for PDT& Internal & External auditors
- Follow ups on resolution of HR & administration issues with the HR & Administration department
- Managing Files & relevant documents related to HR and Administration, according to Banks policy & procedures
- Resolved customer complaints promptly & effectively
- Provided excellent customer service by answering queries timely
- Build strong interpersonal connection with Bank officers, executives & Clients
Education
Association of Chartered Certified Accountants - Accountancy
ACCA Global
Egham, Surrey, United Kingdom12-2026
Montessori Teacher's Training
D.H.A CSS School , Phase 5
Karachi, Pakistan08-2019
MBA - Marketing
Greenwich University
Karachi, Pakistan12-2017
Master in Business Administration - Marketing
Greenwich University
12.2016
B.A - History, International Relations, Sociology
University of Karachi
Karachi, Pakistan03-2013
Bachelors in Arts -
University of Karachi
12.2011
H.S.S.C - Higher Secondary School Certificate
DHA CSS School, Phase 4
Karachi, Pakistan04-1998
Secondary School Certificate (S.S.C) - Science
D.H.A CSS School, Phase 4
Karachi, Pakistan04-1998
Skills
- Product Development & Designing
- Customer Service Management
- Company Image Marketing
- Customer Satisfaction Enhancement
- Designing Marketing Campaigns (ATL & BTL)
- Sales & Margin Improvement
- Team Building & Training
- Cost Reduction Strategies
- Forecasting
- Job Description & Specification
- Distribution
- Human Resource Management
- After sales services
- Strong Work Ethic
- Microsoft Outlook, Word, and Excel
- Problem-Solving
- Time Management
- Decision-Making
- Cash Handling
- Relationship Building
- Adherence to high customer service standards
- Training and mentoring
- Team Building and Leadership
- Handling Escalations
- Deadline-oriented
- Product Knowledge
- Customer-focused
- MS Office
- Complaint resolution
- Exceptional telephone etiquette
- Issue Resolution
- Quality Assurance
- Continuous Improvement
- Call Monitoring
- Administrative Support
- Policy Enforcement
- Customer Retention
- Customer Relationship Management (CRM)
- Call Center Operations
- Schedule Coordination
- Audit Support
- Staffing coordination
- Technical Support
- Purchasing and procurement
- Product and service solutions
- Staff education and training
- Report Preparation
- Inter-department collaboration
- Research and due diligence
- Budgeting and reporting
- One Call Resolution
- Telemarketing expertise
- Customer Assistance
- Patience and Empathy
- Time management skills
- Written and verbal communication
- Merchandise Restocking
- POS Systems
- Guest inquiries
- Inventory Management
- Daily Reporting
- Purchase assistance
- Records Maintenance
- Ordering and stocking
- Credit and cash transactions
- Honest and Dependable
- Active Listening
- Creative Thinking
- Banking software expertise
- Banking product familiarity
- Banking services knowledge
- Banking Systems
- Banking Policies and Procedures
- Phone Banking
- Consumer Banking
- Mobile Banking Solutions
- Rapport and relationship building
- Sales Presentations
- Business development and planning
- Client Relationship Management
- Continuous improvements
- Event Coordination
- Marketing Communications
- Creative Direction
- Media Planning
- Photography Direction
- Trade show management
- Content Development
- Team Recruiting and Hiring
- Market Research Analysis
- Marketing and Advertising
- Promotional Events
- Creative and Innovative
- Social Media Marketing
- Logo design
- Writing, editing, and proofreading
- Visual storytelling
- Interview filming
- Storyboard creation
- Branding Content
- Brand consistency
- Venue research
- Video Storytelling
- Attention to Detail
- Multitasking Abilities
- Team Collaboration
- Exceptional proofreading
- Dependable and Responsible
- Flexible and Adaptable
- Computer Skills
- Critical Thinking
- Organization and Time Management
- Problem Resolution
Accomplishments
- Resolved customer complaints promptly & effectively.
- Designed logo for a retail store 'Movements'.
- Provided support & assistance in setting up the state of the art watch service centre for the first time in Pakistan.
- Written the script for the corporate video.
Cover Letter
Human Resource Department, Please find enclosed my resume for a position in your reputed organization. I have completed my Master degree in Marketing from Greenwich University in Fall Semester 2016 and Bachelors in Arts from University of Karachi in 2011. I am currently enrolled in the Association of Chartered Certified Accountants. I have around 7 years experience in Consumer Banking with National Bank of Pakistan and around 3 years experience as Sales, Services and Spare Manager with Sonraj Pakistan. I am seeking a long-term relationship with your company and I hope that you offer me new experiences and prospects of growth to ameliorate my interpersonal, practical and executive skills. I assure you that my determination and dedication to work will prove me as an asset to your company. I am excited at this prospect and would like to meet you personally to discuss this further. I can be contacted at 07397390390 or email sarahalijafari@gmail.com, if you need to get in touch with me. Thank you for taking the time to review my resume.
Honorsandparticipation
- Team Leader, International Marketing Project 'Potential Pakistan', Promoted the exports of Pakistan in the International Market.
- Team Leader, Lux Style Awards 2005 and Ary the Music Awards 2006, Organized by Pakistani television channel ARY and Unilever Pakistan.
- Participant, Seminar on Finance, Marketing & Hospitality Business, University of Waikato New Zealand
- Participant, Public awareness session for youth on need of effective RTI law in Sindh
- Participant, Seminar on CPEC, 'Ways to Invest', Atlas Bank
- Writer, Two short films for a private Pakistani channel
Training
- Research Workshop, Greenwich University, 06/16
- HR for Non HR Professionals, Institute of Bankers Pakistan, 01/08
Area Of Expertise
- Product Development & Designing
- Customer Service Management
- Company Image Marketing
- Customer Satisfaction Enhancement
- Designing Marketing Campaigns (ATL & BTL)
- Sales & Margin Improvement
- Team Building & Training
- Cost Reduction Strategies
- Forecasting
- Job Description & Specification
- Distribution
- Human Resource Management
- After Sales Services
Certification
freelance writing as a drama writer, two short films have been aired on private Television channel
certificate from intitute of b bankers pakistan on HR for non hr professionals
research workshop certificate from greenwich university
Additional Information
looking for part time, remote roles to work around my child
Languages
Urdu
Native language
Urdu
Proficient
C2
English
Proficient
C2
Sindhi
Intermediate
B1
Timeline
Sales, Services & Customer Services Manager
Sonraj Pakistan
12.2011 - 02.2013
Complaint Officer
National Bank of Pakistan
06.2006 - 04.2012
Master in Business Administration - Marketing
Greenwich University
Bachelors in Arts -
University of Karachi
Association of Chartered Certified Accountants - Accountancy
ACCA Global
Montessori Teacher's Training
D.H.A CSS School , Phase 5
MBA - Marketing
Greenwich University
B.A - History, International Relations, Sociology
University of Karachi
H.S.S.C - Higher Secondary School Certificate
DHA CSS School, Phase 4
Secondary School Certificate (S.S.C) - Science
D.H.A CSS School, Phase 4
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