muhammad waseem

quality assurance executive

About

I have 4 years of experience in sales and customer services with B2B and B2C, selling different products and services to western customers. Expert in building a strong team through performance management and development skills by using strong networking channels.

Country

pakistan

City

pakistan

Industry

telecommunications

Skill

performance management, team management, communication, customer satisfaction, business development, employee training, team leadership, business networking

Experience

customer service manager

tesco plc

2010-10 - 2011-1 · 4 mos

* Managed calls from all socio-economic age groups around UK. * Advised customers on making purchase from a product catalogue having more than 10,000 items, hence supported customer handling while generating sales. * Offered additional services to customers while taking orders for different products. * Maintained calls log using Dash Software for business information and planning. * Handled calls using Pinpoint software to update customers on different business activities and items delivery tracking. * Managed customer complaints and purchase return issues.

sales assistant

nisa retail

2008-10 - 2010-9 · 2 yrs

* Handled cash check outs. * Dealt with customer complaints. * Supervised3-4 junior staff and provided training on cash check outs and related functions. * Handled merchandizing and shelving. * Managed re-ordering.

customer support executive

the resource group

2011-5 - 2012-12 · 1 yr 8 mos

* Selling services of top rated 18 US based cable providers like Comcast, Charter, and Time Warner Cable to US based customers. * Customized advisory and cross selling for revenue generation to new and existing customers * Customer support and compliant management. * Achievements: * Declared among the top 3 agents with 68% installed rate of RGU (Revenue Generating Unit) in the first month of DGS campaign in Karachi. * Exceeded expectations by achieving a payout ratio of 140% with average installed rate (actual business conversion) of 45% where the general floor ratio was below 30%. * Selected to conduct trainings for new teams on features and selling at launch of security products in Karachi. * Entrusted with coaching and management of new batches for problem solving and call handling on need basis.

quality assurance executive

digital globe services

2013-2 - Present · 13 yrs 8 mos

* Attending Client Calibrations. * Ensuring client guidelines for B2B/ B2C promotions on International Accounts. * Incorporating client and internal guidelines to ensure quality objectives. * Analyzing performance data for improvement & formulation of incentives. * Data Protection and Dissemination Policies. * Product Disclosures. * Reporting of Audit findings to Management and changing Processes. * Design and Implementation of improvement plans. * Client Compliance Program Implementation. * Performance Action Plan. * Implementation of SOPs. * 360 Degree Reviews. * Monitoring weekly performance of a team comprising 25 agents.