dsl.net.pknayatel.com

Presentation for Promotion

By: Abdullah Hanif (AM)

Presentation Topics

Educational Background & Certifications

Professional Career in Nayatel

Honors & Awards

Contributions that I have made to the Company

Previously Assigned Goals

Future Goals

Educational Background & Certifications

Academics:• MCS 3rd Semester In-Progress 3.37 CGPA 2012-

2015• B.A (General Group) 60% Marks 2010-2011• F.Sc Pre- Engineering 57% Marks 2001-

2002• Matriculation 75 % Marks 1999-

2000

Certifications: CCNA from Cisco’s Regional Academy H-9 Islamabad in Jan, 2008 MCSE & CCNA from CORVIT Systems in Nov, 2006 MPLS & BGP Training in 2009 by Masood Reza & ranked at Top

3 NTL Transmission Beginner Level Training in May, 2010 Cabling & Ducting Training in June, 2010 Advanced NGN Training for NTRN in Feb, 2011 Advanced CPE Training for NTRN in Aug, 2012 Customer Handling Training in March, 2014

Professional Career in Nayatel

• Joined Micronet in Sept, 2006 as Trainee Technician

• Trainee Tech to Tech Dec, 2006

• Tech to Senior Tech Dec, 2007• Sr Tech to ATE (Double Promotion) May, 2008• ATE to DTE (Level-II Team) May,

2009• DTE to ATE (Transfer to NTL) Feb, 2010• ATE to TE Nov, 2010• TE to STE Nov, 2012• Presentation for AM Transmission Feb,

2015

Honors & Awards ……Continued

Employee of the Month July, 2008 in Nayatel Operations Department

Shining Star Award in July-Sept, 2011 for handling both Installations as well as Complaints

Excellence Award for FTTH Installations in the Month of July, 2012

Certificate of Appreciation for organizing Nayatel 10th Annual Function in Nov, 2012

Certificate of Appreciation for being Event Organizer during Annual Trip, 2014

Numerous Best Customer Services Awards

Honors & Awards

• Topped in CCNA Certification amongst 20 Nayatel Team Members in 2008

• Star Trainee Award in Customer Handling Skills Training in the month of March, 2014 by Securing 97% Marks

• Top Performer of the Company for the Year 2012

• Letter of Appreciation from Swiss Development & Corporation Agency SDC

Contributions that I made

Lessons Learnt:

Lesson Learnt Regarding Loose Tube Arrangement in VONT

Lesson Learnt Regarding HD- Box & Access-Point Configurations

Lesson Learnt Regarding D-LINK DIR 600 Router after upgrading to DD-WRT Firmware

Lesson Learnt Regarding Packet Loss on ONT against User ID-SEECSNUST

Lesson Learnt Regarding Digital Set Top Box Co-ax Cable, RF Power & Tuning.

Contributions that I made….Continued IDEAS:

Idea about Complaints/Suggestions Box on 15th of Sept, 2011

Idea about Attendance Machines from RFID to Thumb Impression

Idea about Nayatel UPS Complaints & EW-300 Package Plan on 20th Aug, 2014

Idea about Hardware Complaints & History on 25th of May, 2012.

Contributions that I made ……Continued

Team Management:

• I have supervised Complaints Teams for last 3 Years Firmly & Stably

• Previously I had also managed three different Teams including Nayatel Level-II Team, I-8 Installation Team & F-7 Installation Team from 2009 to 2011

• Good Character and Attitude in terms of General Personality, so I have never ever quarreled with my Boss or my Subordinates

• I have leaded from the Front Especially in Tough Conditions.

• I had contributed my Versatile skills like Record maintaining, Communication Skills, Supervisory Skills & Team Management Skills to keep the Nayatel Flag High

Contributions that I made ……Continued

Team Building:

• I’ve good Attendance & Punctuality Record, so I’ve worked hard for the Company

• I have worked hard by day & night to set Examples for others & especially for my Junior Team members.

• I’ve kept Studying to have Competent Knowledge to Perform Company Operations & to train my Junior Team Members.

• I had scheduled Short Training Sessions for my Junior/New Team Members to impart Technical Knowledge & Skills to them.

Contributions that I made ……Continued

Customer Handling:

• I’ve earned Customers Delight for Nayatel Company Especially in Tough Situations

• I’ve dealt with many Corporate Customers including all Embassies, Call Centers, Government Offices, NGOs & other Business Organizations in an efficient & professional manners

• I’ve resolved many Complicated Complaints after Visiting personally

• I also deal with Normal Home Complaints to share workload with my Team Members

• I handled different Complaints where I have configured Business Series Routers like Cisco 2800, Cisco 2900, Cisco ASA Firewall & Juniper Routers.

• .

Contributions that I made ……Continued SOPs & Processes:

• I have contributed to stream line different processes in Complaints Team including Complaints Handling SOP/Hardware Issuance & Return in SCM.

• I have also contributed for modification in CRM regarding below mentioned Sections

Open Complaints Section (Department & Sub Department)

Empty Complaint Form.

Hardware Fault Report.

Trouble Ticket History in Complaint Form

Contributions that I made ……ContinuedNayatel Complaints Reports:

• I have brought Improvements in Nayatel Complaints Section by making Reports

• Daily Workload E-mail

• Daily Progress Report (DPR) & Reverted Complaints Details

• Weekly & Monthly Nayatel & Micronet Complaints Report

• Weekly & Monthly Performance Report of Complaints Team Members

• Weekly & Monthly Repeated Visits Report

• Yearly Performance & Complaints Reports

Contributions that I made ……Continued

DPR & Reverted Tickets Detail

Progress Report Of 20th of October, 2014

Name Total Ticket Assigned Done Reverted DARrizwan.sagheer 8 6 2 Receivedadeel.ahmed 10 6 4 Received

ziaulhaq 9 6 3 Receivedsahmed 8 6 2 Received

zahid.malik 7 6 1 Receivedmuhammad.navee

d 6 6 0 Receivedhamad.hassan 6 5 1 Receivedsabir.sarwar 5 5 0 Received

minhas.haider 4 4 0 ReceivedKhurram.rauf 3 3 0 Received

zahid 6 6 0 Receivedkhizer 7 7 0 Received

Total Tickets 79 66 13  

Previously Assigned Goals

• Coordination with the Customers for timely support through E-mails & Verbally

• Establishing good Coordination with various Teams of Nayatel Transmission like: TX-Cabling & Ducting Team, Tx- Operations & Maintenance Team, TX-Installation Teams & Quality Control Team.

• Pro-activity in all affairs, remaining on top of every issue, aggressive Follow-up of all Tasks till their completion.

• Making Personal Efforts to attend the Customer Complaints

• Ensure that quality of work is up to the Mark. No complaint from the Customers regarding Quality of Work.

Previously Assigned Goals….. Continued

• Enhancing the Technical Knowledge on continuous basis to achieve Skill Set for Next Level Promotion as Assistant Manager Transmission.

• Ensuring Implementation on Complaint Handling SOP. Follow up with Junior Team Members on assigned Trouble Tickets that no Complaint is delayed.

• Reporting events where efficiency of Complaints Team gets affected; either due to customers, organizational procedures or any other reason.

• Grooming Junior Team Members on technical as well as ethical values of the Company.

Future Goals

Currently Looking after Micronet & Nayatel Complaint Teams Improvement in Customer Handling & Inter-Departmental

Coordination

To Arrange Short Trainings for Teams to Polish Their Skills. To Make Skills Set for Complaints Team To Make Manuals for Complaints Team

To Increase Productivity with Quality Working I would work hard to reduce Complaints Response & Resolution

Time

To Analyze Frequent Complaints to take Necessary Steps to Minimize Repeated Visits.

To Reduce Time Consuming Factor at Customer Premises To perform RCA to minimize Nayatel Complaints

Nayatel Pvt Ltd.

Thank You