Summary
Overview
Work history
Education
Skills
Certification
Right to Work
References
Timeline
Generic

Syed Daniyal Ahmed

Manchester,UK

Summary

Customer Service and Retail Supervisor with over 8 years of experience in high-volume settings at Etisalat UAE. Demonstrated ability to manage customer inquiries with empathy, resolve escalations effectively, and consistently meet service delivery and sales KPIs. Proficient in CRM systems such as Siebel and Oracle, as well as POS terminals, ensuring efficient branch operations. Recognized for exceptional communication skills and team leadership, fostering strong customer relationships.

Overview

9
9
years of professional experience
19
19
years of post-secondary education
1
1
Certification

Work history

(Acting) Duty Manager

ETISALAT BY E&
Dubai, UAE
04.2023 - 01.2025
  • Managed daily retail branch operations, leading team of over 6 customer service and sales staff.
  • Achieved KPIs in sales, customer retention, and service quality metrics.
  • Resolved escalations and high-priority complaints to reduce churn and enhance satisfaction.
  • Trained staff on SOPs, upselling techniques, and troubleshooting procedures.
  • Utilised CRM (Siebel), CIR, and POS systems for transaction management and service activations.
  • Delegated tasks according to staff skills to ensure efficient business operations.

Senior Sales Executive

ETISALAT BY E&
Dubai, UAE
04.2016 - 03.2023
  • Delivered in-person and digital customer support for telecom services, including billing and accounts.
  • Executed Emirates ID verifications and service setups using Oracle and CIR systems.
  • Ensured service continuity by supporting branch operations during Duty Manager's absence.
  • Surpassed monthly sales targets by leveraging product knowledge and engaging with customers.

Sales Executive

3M GULF
Dubai, UAE
09.2015 - 03.2016
  • Managed stock levels and product displays for consumer electronics and accessories.
  • Delivered tailored customer recommendations and processed accurate sales orders.
  • Secured large-scale contracts through high-level B2B sales meetings, significantly enhancing market presence.
  • Handled high-volume telesales enquiries, consistently meeting call-time targets.
  • Negotiated optimal pricing to maximise profit levels.

Education

B. TECH - ELECTRONICS

Preston University
Lahore Pakistan
09.2011 - 09.2015

DIPLOMA ASSOCIATES OF ENGINEERING (DAE) - ELECTRONICS

Sharif Institute of Technology
Lahore Pakistan
10.2008 - 09.2011

MATRICULATION - SCIENCE

Oxford Grammar High School
Lahore Pakistan
03.1996 - 09.2008

Skills

  • Retail management
  • Customer satisfaction
  • Upselling and cross-selling
  • Complaint resolution
  • Visual merchandising
  • Sales tracking
  • Promotional campaigns
  • Account management
  • Team leadership
  • Market analysis
  • Administrative reporting
  • CRM systems (Siebel, Oracle)
  • POS operations
  • Microsoft Office proficiency

Certification

  • IELTS
  • Multimedia Engineering
  • Best Customer Service Experience
  • Agent Elite Program
  • Agent Elite (2.0) Program
  • Retail Expert Online Certification Program
  • TDRA Customer Satisfaction 2018
  • iPhone Certification Program 2018
  • Apple Certification Program 2019
  • MATCH Expert Training Program 2019
  • Pay Attention & Sell More Program 2019
  • Be Fast Learn Fast -Agent 2020 Program
  • Be Genuinely Curious-Agent 2020 Program
  • Mastering Sales Excellence 2024

Right to Work

Yes (Spouse Visa) valid until 23/01/28, 

Share Code Available

References

References available upon request.

Timeline

(Acting) Duty Manager

ETISALAT BY E&
04.2023 - 01.2025

Senior Sales Executive

ETISALAT BY E&
04.2016 - 03.2023

Sales Executive

3M GULF
09.2015 - 03.2016

B. TECH - ELECTRONICS

Preston University
09.2011 - 09.2015

DIPLOMA ASSOCIATES OF ENGINEERING (DAE) - ELECTRONICS

Sharif Institute of Technology
10.2008 - 09.2011

MATRICULATION - SCIENCE

Oxford Grammar High School
03.1996 - 09.2008

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Syed Daniyal Ahmed