Experience

Orbit Housing

• Pakistan
• Real Estate
• 1 - 100 Employee

• Sales & Business Development Manager

  • Jan 2017 - Present

  Applying global call quality standards to create a consistent customerexperience across an omni-channelled environment•Implementing new training, coaching and quality materials whilstupdating the existing library, adhering to business needs•Oversee the contact centres operations & recruitment process fromassessment centres and interviews, through to on-boarding•Responsible for the induction, training, development and on-boardingprocess of new recruits•Creating, analysing and reporting on Sales data generated throughSalesforce to senior management to aid business decisions•Chair weekly meetings with marketing, accounting and recovery teamto align targets for budgeting and accurate sourcing of sales leads•To manage change across the business effectively, thus ensuringcustomer experience levels continue to rise•Lead on company projects, such as new communication channels andchanges to our global product catalogue•Create an environment that harbours the development and upskillingof advisors, coaches and team managers•Setting and monitoring against KPI's and then conducting Appraisalswith the Team Managers Show less

• Team Lead Manager

  • Jul 2015 - Dec 2016

  Providing daily direction and communication to up to 15+ employees,ensuring customer service calls were answered in a timely, efficient,and knowledgeable manner.•Responsible for reducing costs by ensuring Average Handling Timetargets are met within the set quality frameworks.•Provided statistical and performance feedback to the Team and heldrandom coaching on a regular basis, which contributed to AHTdecrease of over 10 seconds in a 12-month period.•Addressed disciplinary and/or performance problems according tocompany policy.•Worked as a member/leader of special and on-going projectsincluding new bonus payments and targets, staff incentives, CCrestructure, Salesforce etc.•Established work procedures and processes that supported customerservice standards•Supported introduction of bilingual CC team, resulting from expansionprograms.• Show less



Addison Lee

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 400 - 500 Employee

• Customer Service Team Lead

  • Dec 2011 - Apr 2015

   Mentored and motivated advisors to deliver high performance;catered to developing their skills through intensive coaching sessions.•Conducted performance appraisals • periodically.Constantly monitored the calls of the advisors and oversaw theQuality of calls made.•Implementing various incentives plans for the team so as to enhancetheir performance

• Customer Service Representative

  • Oct 2010 - Nov 2011

   Handling inbound calls to assist customers with queries related to existing jobs and making new bookings. Mentoring & coaching the new recruits with latest updates. Providing suggestions to the management in regards to the parameters, which are to be set for monthly appraisals.



Superdrug

• United Kingdom
• Retail
• 700 & Above Employee

• Team Supervisor (Part Time)

  • Feb 2009 - May 2010



Sainsbury's

• United Kingdom
• Retail
• 700 & Above Employee

• Sales Assistant (Part Time)

  • Jul 2008 - May 2009