Electrolux Group

Key Achievements: We achieved five Tons of monthly waste collection by successfully designing and implementing a circular economy model in the consumer experience journey, which brings an additional revenue stream to the service business.

- Achieved 88% CSAT and less than 2% Abandon rate with new call centre team. (Involvement in solution development, CRM, team hiring, and talent development)
- Owned and achieved Exceptional warranty cost savings of 1.29% for 2023.
- Achieved 77% Fill rate for new spare hub in UAE in less than 6 months of operation.
- Used data-driven insights to create Action Plans that enhanced the quality of after-sales services and boosted customer retention rates to 45% Net promoter Score in 2023.
- Exhibited strong budget planning skills in managing and allocating funds for various after-sales services, ensuring optimal use of resources.
- Led a team to achieve key business objectives through targeted Development Of Employees initiatives.
- Planned and executed project deliverables while maintaining strict adherence to business requirements of the CSAT target of 80%.

Head of after sales services

Key Achievements: Developed 18 Major service partners' service capabilities in the MENA region for Electrolux, AEG, Zanussi, and Frigidaire brands by offering extensive technical training programs.

- Achieved the lowest Warranty cost, 0.28%, through training progress and timely technical support
- Increased 28% Satisfaction in yearly surveys from service partners in the after-sales service category, securing customer needs
- Developed and executed a comprehensive business strategy to streamline after-sales service operations and boost overall performance
- Successfully managed the application of continuous improvement principles to enhance the overall performance of the after-sales department
- Performed 18 Sessions of onsite field training to ensure the movement reached a significant market, visiting GCC and African countries with 120 Senior tech participants.

Regional training and technical support manager

LG Electronics

Key Achievements: Successfully implemented GCC countries call centre in Dubai involvement solution design, CRM implementation, hiring an 18-member team and training them to achieve 66% CSAT in the first year.

- Overseas the service Operation management, Distributor relation, service quality, product quality, and technician support system to control warranty cost within 1.35%.
- Rewarded with the Year of Best Manager award for successfully leading a team, including two country managers (Pakistan and Georgia) and five direct reports. (overall team performance – Job rotation)
- Oversaw the continual improvement of service processes, enhancing efficiency and productivity within the department.
- Implemented new strategies that significantly improved the financial performance of the after-sales services division, resulting in an annual growth rate of over 20% in Spare and accessories sales.
- Achieved Operational Excellence in after-sales services by standardizing procedures and reducing response time by 15% to get products repaired.
- Exhibited strong leadership skills by mentoring and developing a high-performing after-sales service team that exceeded company targets.
- Applied exceptional motivating techniques to foster a positive work environment and boost employee morale, driving significant improvement in overall after-sales service quality and improving Net promoter score from 40% to 52%.
- Played a crucial role in Supporting the Management by providing insightful data analysis to inform decision-making about after-sales services in a service manager capacity.

Customer Service Manager

Key Achievements: Drive for results, achieved 10K Service technicians' skills capability visibilities by implementing technical core competency test methods. Increased level 2 category technicians by evaluating and offering tailor-made technical training.

- Designed four layer-based tech and soft skills assessment processes to evaluate training programs and professional development courses to facilitate meeting organisational goals and individual professional needs for people skills.
- Led a team to improve customer relationships in the after-sales sector, improving retention rates.
- Developed 28 new courses to fill the service team's tech and soft skills gap.
- Formed a digital team with three new roles (content development, Curriculum design and subject matter experts) and catered to regular training needs with a continuous improvement mindset.
- Implemented a Digital training platform for a regular learning culture.
- As part of senior management, I implemented innovative after-sales service initiatives that increased sales and customer loyalty.
- Maintained high credibility with a track record of exceptional management of after-sales services.
- Strategically shaped the Organisational Culture of the after-sales services team to foster growth, innovation, and improved communication.

Regional Technical Training Manager

Key Achievements:  Developed master trainer concept in the distributor market to overcome challenges related to training expenses.

- Developed master trainer concept in the distributor market to overcome challenges related to training expenses.
- Specialize in Home Entertainment product technical training for call centre agents and senior technicians who service brand customers.
- Support the Distributor in developing an expert service team that meets customer expectations.
- Managed implementing new customer service strategies, leveraging solid communication skills to ensure a seamless transition and improved efficiency.
- Urgently developed new protocols for after-sales services to meet increasing customer demands.
- Oversaw improving operational processes, enhancing the performance and profitability of after-sales services.
- Ensured accountabilities for all after-sales activities, including product returns, refunds, and service inquiries, leading to improved operational efficiency.

Regional Senior Technical Trainer

Key Achievements:  Designed the Return Material Authorization process and policy to overcome product return challenges.

- Product Quality management, testing, IQC, and field support.
- New Product Technical support Tools and training, Service information update, and sharing with the technician and call center agent.
- Exhibited a strong ability to prioritize workload, resulting in timely resolution of customer issues in the after-sales services sector.
- Implemented Safety and Environmental standards in after-sales service operations, significantly reducing risks and impact on the environment.

Senior Technical Support Engineer

Customer-focused Regional Service and Operations Leader with over 17 years of experience transforming after-sales service and operations in the Middle East and Africa consumer electronics industry. I specialise in driving customer satisfaction, optimising operational efficiency, and increasing revenue through innovative service strategies and cross-functional collaboration.

My expertise includes:

My expertise has led to significant improvements in customer satisfaction (CSAT 88%) and Net Promoter Scores (NPS 66%). By implementing proactive escalation management and customer-centric service models, I have enhanced the overall customer experience.
Driving revenue growth, including a 15% increase in spare parts sales and reducing warranty claims by 20% through targeted sales strategies and quality feedback loops.
My leadership skills have been demonstrated in building high-performing teams and upskilling over 10,000 technicians. These customised training programs have successfully aligned service delivery with efficiency and quality standards, instilling confidence in my ability to lead and develop large teams.
My ability to streamline processes and drive operational efficiency is evident in the operational improvements I've implemented. These include a 20% reduction in RTAT, a 15% cut in repair times, and the centralisation of inventory management for enhanced spare parts availability, demonstrating my commitment to operational excellence.
My commitment to sustainability is evident in my work. I have integrated circular economy principles and resource optimization into service operations, advocating for responsible business practices.
I am passionate about delivering excellence in customer experience and operations. My ability to lead diverse teams, adapt to dynamic business environments, and implement innovative strategies has consistently enhanced brand loyalty and operational success.

With a strong foundation in business administration (MBA, MIT Pune), technical expertise, and certifications in Circular Economy and Learning & Development (CIPD Level 5), I am committed to driving impactful results and fostering long-term growth.

Let’s connect to explore opportunities to collaborate and create meaningful change in service and operations management!

Jakir shaikh

♻️ The Circular Economy Will Decide Who Wins in MEA — and Most Companies Aren’t Ready

Everyone is talking about AI, cloud, and digital transformation.
 But the real disruption quietly reshaping MEA?

 👉 Circularity.
Not recycling.
Not CSR.
 But a complete business engine that transforms how we design, use, recover, refurbish, and resell technology.

Here’s the truth most leaders miss:
🔥 Refurbished tech will be the fastest-growing digital category in MEA for the next decade.
 🔥 Governments are tightening e-waste & data regulations.
 🔥 Consumers want affordable, reliable tech — not just “new.”
 🔥 OEMs & telcos are betting BIG on trade-in and reuse programs.
And yet… the majority of companies still treat circularity as an afterthought.
 That’s where the opportunity lies.
The winners in MEA will be the companies that:
 ✅ Build serious reverse-logistics infrastructure
 ✅ Standardize grading & refurbishment quality
 ✅ Create multi-channel resale markets (B2B + retail + C2C)
 ✅ Offer trade-in & affordability programs at scale
 ✅ Use data & automation to optimize recovery value
 ✅ Align sustainability with profitability — not charity

This is no longer optional.
 It’s the backbone of affordable access, market growth, and environmental responsibility.

**The future of MEA tech will be circular.
The only question is: Who will lead it?**
If your organization isn’t already building these capabilities, now is the time.

#CircularEconom #Sustainability #TechForGood #Affordability #DigitalInclusion #GreenTech #RefurbishedTech #ReverseLogistics
 #ESG #SustainableGrowth

♻️ MEA Doesn’t Need More Devices — It Needs Smarter Lifecycles
The future of technology in MEA won’t be driven by faster upgrades or bigger launches.

 It will be driven by something far more strategic:
👉 How well we recover, refurbish, reuse, and re-deploy technology already in the market.
That’s the real power of the Circular Economy.
🔹 1. Lifecycle Intelligence > Traditional Operations
MEA needs data-driven systems that predict recovery value, grading potential, resale velocity, and environmental impact.
 Circularity is now a commercial model, not an afterthought.
🔹 2. Affordability + Sustainability = Market Expansion
Refurbished devices, trade-in programs, and multi-channel resale models aren’t just green initiatives —
 they unlock access for millions of consumers and SMBs.
🔹 3. Ecosystem Collaboration Is the Game Changer
OEMs, telcos, e-commerce players, and distributors must co-create the next wave of Circular Tech solutions.
 No one wins alone.
🔹 4. MEA Is Ready — What’s Missing Is Scalable Execution
With supportive regulation and strong digital adoption, MEA is primed for a circular transformation.

 Now we need leaders who can connect operations, compliance, and market growth.

🌍 The next competitive advantage in MEA will come from lifecycle innovation — not linear selling.
The companies that act now will define the region’s sustainable tech future.


#CircularEconomy #SustainableTech #TechLifecycle #RefurbishedTech #ReverseLogistics #ESG #Affordability #MEA #UAE #TechInnovation #GreenGrowth

•	Work with third-party service providers and internal teams for setting up order outbound processes
•	Be the focal point for all 3PL related outbound activities in developing, implementing, and maintaining procedures for on-time delivery
•	Planning the daily outbound – B2B & B2C
•	Manage the alerting process towards 3PL and support the team on the critical cases related to order priorities
•	Collaborate with 3PL / ISP for Outbound – Gate pass, Bill of entry and transportation management in OTM
•	Secondary freight cost control & provide monthly cost reconciliation to Finance
•	Coordinate with Call centre for delivery scheduling / changes
•	Reverse logistics Planning in case of missed deliveries or return from the retailers
•	Provide monthly freight and 3PL cost reconciliation to Finance
•	Track cost performance against agreed budgets to ensure that requirements are met
•	Monitor and track all Customs charges, OTIF, 3PL, milestones, cost, and performance
•       Working with SAP

Outbound specialist

Apparel Group

•	Achieved 99.5% fulfillment for order fulfillment and planning productivity.
•	Used critical thinking to break down problems, evaluate solutions and make decisions.
•	Set performance standards and goals -person team, using continuous improvement to streamline warehouse processes.
•	Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting.
•	Monitored company inventory to keep stock levels and databases updated.
•	Carried out day-to-day duties accurately and efficiently.
• Forecasting demand of inventory and man hours required 
• Assist in Tactical and Operational planning .

Supply Chain Planner

Agility

(FMCG Products, Automobile and  Electronic devices ) To coordinate with customers in the completion of exports and imports conjointly with warehousing activities.

Operation
* Assists and coordinates with the customer for all local and overseas imports and exports.
* Coordinates with the respective parties for the customs clearance process.
* Develops a good relationship with customers to ensure high customer service levels are maintained at all times
* Supports overall warehouse operations including stock movements, inventory control, logistics and documentation
* Carries out periodic stock audits to ensure stock accuracy
* Monitors the goods received and issued.
* Organises and maintains all daily, weekly and monthly reports from different sources
* Works closely with operations team to promote and implement continuous improvements
* Assist in establishing KPIs and taking proactive action to continuously strive for improvements.
* Manages the Service Level Agreements with internal and external departments
* Use of appropriate project planning tools e.g. Microsoft Project to communicate milestones and critical path activities and responsibilities.
* Usage of WMS reports, Inventory, shipment status correspondence and work-stream / function specific communication related to product supplies for maintaining high visibility with customers.
• Ad hoc reports are generated and sales are tracked 
* Checks for accuracy and reconciles cost invoices for clients, billing report, stock movement and any other reports as required.
* Assists in Billing
* Elevates other potential issues and opportunities to the Manager.
* Managed reverse logistics

Logistics Executive

Passion F & B

In the valuable three months, I worked as a support intern for social media at Trésind. I earned experience which will stay with me throughout my career.

-  I experienced on how to complete a task before a deadline
- On how to work under pressure and still deliver beyond satisfactory work. 
- I helped attract bloggers and targeted customers who bought in positive publicity and sales for the firm. 
-Doing research on F&B firms in-depth in order to understand the competition and suggest innovative ideas in a competitive business environment to keep the firm ahead of their competitors
- I understood how to handle negative comments on social media and how to tend to their requests and complaints diplomatically.
-Experiencing customer service. 
- Making the customer gain confidence and trust towards the firm. 
- Learning photography to attract customers with a better view and images.
 - Understanding and studying the social media and understanding the best time to interact and attract the customers towards to firm through these platforms.

Social Media Marketing intern / Coordinator

Greenline Interiors

- Played a role in different departments throughout my internship including HR, Marketing and the Design department. 

- This internship had a significant role in my experience in my ongoing career journey in the marketing industry, as I learnt notable tactics on how to keep the clients satisfied.

 - Earned remarkable experience in the marketing department wherein I acquired skills which are essential in playing an efficient role in the marketing sphere.

Internship Program

Life Pharmacy

- I had a first-hand experience on how a marketing team makes large scale decisions in a pharmaceutical-based business environment  

- I also had a fair share of understanding of how other departments have their roles inter-linked with the marketing department, and how every department plays its role in order to bring success to a large scale firm.

- Contributing innovative ideas to the marketing department which bought in positive results for the firm as a whole.

As an outbound specialist at Electrolux Group, I work with third-party service providers and internal teams to ensure on-time delivery of orders for both B2B and B2C customers. I manage the alerting process, the reverse logistics planning, and the secondary freight cost control for outbound activities. I also collaborate with the call center, the customs clearance, and the transportation management teams to provide high customer service levels and maintain accurate reports.

With an MBA degree in logistics, materials, and supply chain management at Middlesex University Dubai, where I am learning advanced skills and knowledge in the field. Previously, I worked as a supply chain planner at Apparel Group, where I achieved 99.5% fulfillment for order fulfillment and planning productivity, and as a logistics executive at Agility, where I coordinated with customers for local and overseas imports and exports. I have over three years of experience in the supply chain and logistics industry, with expertise in inventory analysis, business analytics, and online sales. I am a focused, strategic, and forward-thinking professional, with a self-motivated and tactical mindset. I enjoy working with diverse teams and cultures, and I am always eager to learn and grow.

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Mehak Khan

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