I am a forward-thinking result-driven Call Center Expert focused on developing and leading exceptional teams with 10+ years’ of experience in the BPO industry.

The aim is to work with an organization to achieve optimum utilization of its resources coupled with my instinct and skills to benefit mutual growth and success. Personally, I have the drive and determination to consistently achieve the excellence. I believe that positive attitude brings successful behavior.

WORK EXPERIENCE

Call Center Manager                                                                                      Feb 2018 – Present

One Door Technologies, Rawalpindi, Pakistan

Job Description

• Leading team meetings, educating and coaching team leaders regarding processes & practices, and elaborate what is expected of employees
• Ensuring desired service level is achieved at all times and taking corrective measures
• Resource allocation, process improvement to enhance efficiency, customer satisfaction and eventually meet assigned financial goals of the company
• Overseeing 40+ lead generation agents in Pakistan and globally (to outsourced facilities)
• Effective collaboration with Senior management to ensure smooth running of day-to-day operations
• Act as a team with HR to acquire and retain top talent across levels for different outbound and inbound process
• Introduced Performance Management System with a basic emphasis of building a goal oriented mindset amongst the team leaders and Sales Agents.
• Introduced the culture of regular productivity check-ins

Customer Success Manager                                                                      Oct 2016 – Dec 2017

CSS (Customer Success Solutions) Rawalpindi, Pakistan

Job Description

• Problem and root cause analysis - includes information gathering to understand consumer need and structured problem solving
• Answering customers’ calls/emails/live chats regarding existing accounts and new business using the platforms like Frontapp, Intercom and Slack
• Responding to existing customers’ concerns and inquiries about service and escalate the issue to the concerned department as necessary
• Improving customer experience through expert resolution of conflicts, issues and concerns
• Responding to potential customers’ inquiries regarding telephone service and persuade them to subscribe

Account Manager                                                                                   Aug 2014 – Sep 2016

HnM Business Solutions, Rawalpindi, Pakistan

Job Description

• Call monitoring of every call which lands in dealership is reviewed and delivered with up to 24 separate data points via alerts and reports so that dealership can react to every opportunity
• Listening to the pre-recorded customers’ calls on different inquiries regarding new vehicle purchase, finance or lease, vehicle service or vehicle maintenance
• Updating data points in CRM and summarizing the essence of the call
• React in real-time to missed opportunities before customer moves on to competition
• Process is designed specifically for auto dealers to recognizing opportunities on the phones in sales and service

Research Analyst                                                                                    Jul 2013– May 2014 

SNL Financials, Islamabad, Pakistan

Job Description

• Contacting US banks during US business hours primarily via phone calls, supplemented with emails and Internet-based research to collect comprehensive information on the interest rates for their banking products according to SPGMI parameters
• Responsible for timely entry and submission of data within given timeframes
• Developing and maintaining business relationships with external contacts/clients as a means to actively track information on the covered content set falls under the preview of this job
• Improving measures for capturing data and identifying new collection methods related to the covered content set
• Ability to work on rate update, 360s, initial collection, daily mortgage and Real Time Quote jobs

Team Leader Call Center                                                                               May 2012 – Jun 2013

HnM Business Solutions, Islamabad, Pakistan

Team Leader Call Center                                                                               Sep 2011 – Apr 2012

Touchstone Communication Pvt. Ltd. Islamabad, Pakistan       

Job Description

• Develop and implement different sales strategies & timeline to reach end goal
• Supervise the day-to-day operations of a call center
• Help team to achieve their personal goal and team target on daily, monthly and quarterly basis through training and guidance
• Handled campaigns of sales and lead generation for auto insurance, auto warranty, home Insurance, health Insurance, life Insurance, home improvement, home finance, mortgage refinance
• Create daily, weekly, monthly and quarterly reports of the teams and reporting to the line managers
• Participating in the performance appraisal of the customer sales executives

Senior Loan Executive                                                                      Mar 2006 – Aug 2011

Touchstone Communication Pvt. Ltd. Islamabad, Pakistan

Job Description

• Validate, assemble, and input application data for mortgage loans
• Act as a consultant to consumers and advise on their home loan choices
• Review residential loan application files to verify that application data is complete and meets the standards
• Informs supervisor of discrepancies in title or survey to ensure we are fully compliant and providing high level efficiency
• Worked for top U.S. mortgage companies including Nation Star Mortgage, Countrywide Mortgage, i-Freedom Direct, Home Funds Direct, Home Loan Bank, Pope Mortgage, AIMS Home Loans, Nova Star Mortgage, Residential Financial Corporation
• Worked for top U.S. insurance companies including State Farm, All State, Geico, Liberty Mutual, USAA, Progressive, Farmers

Medical Transcriptionist & QA                                                 Feb 2002 – Jan 2006
CresSoft Pvt. Ltd. Lahore, Pakistan
(A subsidiary of the Crescent Group)

Job Description

• Transcribe medical reports, summaries, office visit notes and other medical documents from recorded messages from health care providers
• Provide online copies of transcribed documents to physicians or other providers for review and signature, making corrections or changes as noted
• Familiarity with proper grammar, spelling and sentence structure as well as medical jargon and abbreviations for accuracy
• Work with transcription equipment that can include speech recognition equipment, word processing, and computer software
• Maintain strict adherence to patient confidentiality according to provider standards and government regulations
• Review transcription documents for quality assurance and precision to spot and correct any errors that could impact patient care and medical liability
• Create templates and enter data into electronic health record (EHR) systems for updated record keeping and archives

ACCOMPLISHMENTS

• Employee of the month for more than 24 months in total for different teams I was part of
• Companywide Top performer for the month twice by generating the highest revenue during that month
• Companywide top performer “Chairman Association Award” for the year by generating highest revenue during the year 2007-2008
• Retained the title of SLE (Senior Loan Executive) for more than 4 and half years in a row which was a top most rank for a Sales Person in the company
• Generated 35-40 insurance leads per day on a regular basis for over a year before taking up the team leader position
• As a top sales person (Senior Loan Executive) generated 3 times more than a normal sales person
• My sales calls were played in the training department to train the new hires
• Different Client Managers requested for the recordings of my sales calls to train people at their US Office

                REFERENCES                                                                    Available on request