NB-270, 7th Road, New Malpur, Satellite Town, Rawalpindi                                          ,

Mobile: (92) 3325141854, Email: [email protected]

IMRAN RIYASAT
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PROFILE

Extensive call center management experience for major (Ace telecom, Touchstone and Max Telecom) institutions. Possess strong team leadership, coaching, and motivational skills. Technologically savvy with extensive experience working with  telephony systems.  Well rounded consultative coaching management style and extensive interviewing and hiring experience. Establish performance goals to exceed efficiency levels, quality assurance standards, and sales targets.

Core competencies include:

Driving the development of superior customer service and high performance.
Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.

Building a team that effectively supports client programs, products and services.
Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.
Leading workflow distribution and floor management to ensure service levels are satisfied.

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PROFESSIONAL EXPERIENCE

MANAGER SALES

Ground Zero Technologies, Islamabad, Pakistan                                        April 2018 – Present

Projects: STL Insurance ( U.S.A )

Responsibilities:

Direct operations as a liaison between clients, supervisors, and employees.
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
Review to measure staff performance and the need for improvement. Develop sales techniques of to drive revenue growth. Coordinate the interviewing, hiring and training.
Monitor interaction between staff and callers to ensure quality assurance standards.
Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
Conduct group training sessions on financial products and services.

MANAGER SALES

Catwalkk Beauty, Brixton London, United Kingdom           Dec 2012 – Nov 2013

Project: Online Sales on EBay and Amazon

Responsibilities:

Managing all the sales records and customer services. Hiring staff for the shop and online section.

Contacting different suppliers for the products and making different decisions to expand the business in various ways.

Job includes training of new staff and managing the balance of the staff in two different shifts.

CUSTOMER CARE REPRESENTATIVE & CLOSER

Touchstone Communications, Islamabad, Pakistan            July 2011 – July 2012
Projects: STL Insurance ( U.S.A )

Responsibilities:

Provided quality customer service with a high volume central processing and distribution center.
Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills.
Kept apprised of products, services, promotions and warranties.

Represented third-party national catalog companies and home shopping networks.
Responded to customer calls and inquiries regarding product orders, warranty issues.
Expedited and facilitated the escalation of customer service issues.
Collected customer demographics and payments on orders placed.

HR and Marketing Manager

PerGil, Islamabad, Pakistan                                    May 2009 – June 2011
PerGil is an international private organization which provides equipment and supplies to the oil and gas companies and also provides general supplies to other companies.

Responsibilities:

Direct operations as a liaison between clients, supervisors, and employees.
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
Review to measure staff performance and the need for improvement. Develop sales techniques of to drive revenue growth. Coordinate the interviewing, hiring and training.
Monitor interaction between staff and callers to ensure quality assurance standards.
Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
Conduct group training sessions on financial products and services.

HR and Marketing Manager

Ace Telecom, Islamabad, Pakistan                                      May 2008 – April 2009
Projects: Injury Claims (UK), Australian Power Savers (Australia), Bell Canada (Canada)

Responsibilities:

Direct call center operations as a liaison between clients, supervisors, and call center employees.
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
Review call center statistics to measure staff performance and the need for improvement.

Develop sales techniques of each customer service representative to drive revenue growth.
Coordinate the interviewing, hiring and training of over 700 customer service representatives.
Monitor interaction between staff and callers to ensure quality assurance standards.
Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
Conduct group training sessions on financial products and services.

SENIOR TEAM LEAD & TRAINER

Touchstone Communications, Islamabad, Pakistan                                  Feb 2014– Feb 2018
Projects: US Auto Insurance

Responsibilities:

As team leader, motivated and supervised an outbound call center staff of 400 staff.
Conducted hundreds of interviews with responsibility for the placement of over 200 employees.

Developed a system and call scripts to facilitate the efficient management of call volume.
Ensured strict adherence to company policies and procedural guidelines.
Provide customer service excellence and technical support on telephony systems.

MAX Telecom, Islamabad, Pakistan                                    June 2007 – April 2008
Projects: Long Distance Calls (Australia)

Responsibilities:

As team leader, motivated and supervised an outbound call center staff of 400 staff.
Conducted hundreds of interviews with responsibility for the placement of over 200 employees.

Developed a system and call scripts to facilitate the efficient management of call volume.
Ensured strict adherence to company policies and procedural guidelines.
Provide customer service excellence and technical support on telephony systems.

CUSTOMER CARE REPRESENTATIVE & CLOSER

MAX Telecom, Islamabad, Pakistan                                    January 2007 – June 2007
Projects: Long Distance Calls (Australia)

Responsibilities:

Provided quality customer service with a high volume central processing and distribution center.
Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills.
Kept apprised of products, services, promotions and warranties.

Represented third-party national catalog companies and home shopping networks.
Responded to customer calls and inquiries regarding product orders, warranty issues.
Expedited and facilitated the escalation of customer service issues.
Collected customer demographics and payments on orders placed.

EDUCATION

Punjab University, Lahore, Pakistan
Bachelor’s in Arts: Journalism, Socialogy, and English

Govt. Gordon College, Rawalpindi, Pakistan
F.Sc: Chemistry, Physics, Mathematics

SKILLS
Linguistic Skills

Fluent in English, Urdu and Punjabi.

Computer Skills
MS Word, Excel and PowerPoint; telephony and proprietary call center systems.

PERSONAL INFORMATION

Father’s Name                 Riyasat Faroze

Date of Birth                   May 22, 1986

CNIC #                            35201-9490803-7

Passport #                      AA9118033

Nationality                       Pakistani

Religion                          Christian

Marital Status                  Married

Interest                           Music

REFERENCES
Shall be provided on request if needed.