Moiz Dhorajiwala

Email: moizhasan2018@gmail.com

Mobile: +971-521739889 / 543059513

Professional Abridgement

Goal oriented professional with 7 years of experience in Process auditing, Logistics Team leader, Project Executive, Team handling and Customer services.

Experience in managing & resolving customer complaints & ensure customer satisfaction.

An effective communicator with excellent communication skills, relationship building skills, interpersonal skills & problem solving skills.

Working knowledge on MS office work, Excel, Power point and Outlook.


Quality Internal Auditor

 Documented standard operating procedure for the complete organization.

 Acted as an objective source of independent advice to ensure validity and goal achievement.

 Closely audited and monitored support cases as a part of case management.

 Provided regular feedbacks to agents to maintain high quality of service to deal with our clients.

 Identified loopholes and recommended risk aversion measures and cost savings.

 Travelling to different sites to meet relevant staff and obtain documents and information.

Logistics Team Leader

 Negotiate with external vendors to secure advantageous terms and approve the ordering of necessary goods and services.

 Control spend and build a culture of long-term saving on procurement costs.

 Liaising between suppliers, manufacturers, relevant internal departments and clients

 Develop and maintain Contracts & Procurement strategy & policies

 Providing commercial advice to Project Management and Operations Teams


Project Executive

 Maintaining and monitoring project plans, project schedules, work hours, budgets and expenditures

 Documenting and following up on important actions and decisions from meetings.

 Act as the point of contact and communicate project status to all participants

 Use tools to monitor working hours, plans and expenditures

 Issue all appropriate legal paperwork (e.g. contracts and terms of agreement)

Sales and Collections

 Managing a sub skill set to retain customers on legacy plan and delivering the best results with 0 compliance errors.

 Managing an add-on campaign to sell Handset insurances to existing clients.

 Communicating with customer in clearing / settling their debts.

Team management

 Monitoring calls of players and providing feedbacks

 Acting Team Coach - Handled a team of 12 for on the job training.

 Providing day to day support to all players.

Work Experience

Key Information Technology LLC Dubai - From 25/06/2018 until Present

 Employed as - Quality Process Auditor / Procurement Supervisor / Project Executive

Accountabilities

 Audit support cases, to ensure they are logged correctly by support agents.

 Weekly feedback to agents who have compliance errors.

 Reading of all sales agreements like NDA’s (Non-standard disclosure), Code of ethics, Confidentiality agreement, Service agreement, Renewals clauses, New contracts, etc. Acting as a Legal body for the organization to ensure no clauses are accepted which are not in favour of the company.

 Update the complete Standard operating process (SOP) document for all the departments.

 Worked 6 months as Procurement Team leader – Handling Inventory, Purchase orders, Sales orders, Warehouse requisitions, etc. Worked on Sage 300, Sage X3, CRM.

 Worked 6 months as Project executive (Major project - Overlooked Dubai EXPO 2020 Link MMS Infrastructure for Alstom Transport SA – Dubai)

Tech Mahindra Business Services – From 11/01/2016 till March 2018

 Employed as - Customer Complaints Specialist

Accountabilities:

 Handle escalation calls transferred by 1st line agents and team leaders. (When a customer would request to speak to a Manager)

 Ensure utmost customer satisfaction and resolve customer complaint in the most effective manner.

 Meet the set KPI (key performance incentives) on a monthly basis

 Team Coach – Trained 12 employees for the complete process and provided on the job training for 6 months.

Awards & achievements:

Received Awards for being a good & consistent performer.

Awarded for giving Good Quality performance by Quality Department in the month of March 2017.

Serco Global Services – From 13/05/2014 till 12/04/2015

 Employed as - Customer Service Associate (Process for EASYJET Largest European Airline in UK)

Accountabilities:

 Managing inbound calls from UK clients related to flight bookings and queries.

 Help customers in managing there bookings for e.g.: cancellation, date changes, flight change, add a luggage, add a car seat, select seat, etc.

 Handle escalations if customer would like to speak to a manager.

Awards & achievements:

Awarded Top Performer in the department for various times.

Have kept the consistency in performance being the best in the department

First source solutions Pvt ltd – From 12/10/2012 till 01/01/2014

 Employed as - Customer service Associate

Accountabilities

 Managing inbound calls from UK Clients related to technical issues they may face on their home DTH box

 Pitch for upselling an upgrade to existing clients.

Educational Qualification

 Bachelor in Commerce from Mumbai University

 Year of Passing: 2014-2015

Personal Profile

 Date of Birth: 15th December 1993

 Passport number: M1442424

Available immediately

On Visit visa - 6th Feb to 6th March 2020