Saad Shaikh

▪ Define Performance Metrics ▪ Data Collection ▪ Manage Data Warehousing ▪ Design Workflows ▪ Generate Analytics ▪ Offer Discovery & Insights ▪ Create Interactive and Dynamic Performance Dashboards

▪ Redefined the entire chat QA workflow ▪ Presented pros and cons of new and existing processes to the management ▪ Offered alternative solutions ▪ Revamped and deployed new performance metrics ▪ Automated 70% of the manual work

▪ Brainstorm ideas to automate existing workflows ▪ Present viable ideas to the management for implementation ▪ Design deployment processes ▪ Test and troubleshoot recurring workflow errors

▪ Handle in-bound chats ▪ Convert prospect chat visitors into a potential lead ▪ Troubleshoot and find answers for visitors' technical questions ▪ Offer top-notch customer services

DGS is an affiliate with more than 18 different Cable services providers (Charter, Comcast, Time Warner Cables, Mediacom, etc.) all over the U.S.A for T.V, Internet and Phone since 2009. My job responsibilities were to up-­sell products to customers looking for stand­alone services and to help customers finalizing their decision to sign up for the services.

As a freelance VA Specialist for an eCommerce store, my core responsibilities included: ▪ CRM Management: Managed client’s CRM portal for distinguishing new/existing customers, publishing new offer emails, managing individual customer accounts and pulled-up the number of repeat customers by 20%. ▪ Order Management: Improved on-time delivery by 15% by managing order fulfillment from receiving to delivery. ▪ Inventory Management: Uploaded and modified products for the website and communicated with suppliers for back-ordered or discontinued items, ensuring a 30% reduction in out-of-stock products.

▪ Training: Managed the customer care team and conducted training sessions to stay up-to-date with product changes, and boosted customer satisfaction scores by 15%. ▪ Client Management: Communicated with clients to understand requirements and dispersed them to internal teams for accurate service deliverance, which resulted in a 25% reduction in service complaints. ▪ Customer/Client Experience: Planned and implemented policies to improve service delivery and increase client retention by 7% and 13% in first and second halves of 2011 respectively. ▪ Performance Evaluation: Expanded the team’s productivity output from 75% to 85% within 2 quarters by introducing the employee performance evaluation system.

My job tasks were to assist overseas students in academic field on all major levels of education, precisely U.K and U.S by providing best solution and assistance through Live Chat and Calls.

Worked as a Team Coordinator for outbound campaign of SEO (Search Engine Optimization). Assigned to build monthly team reports and sales analysis report and to establish consistency of sales production from the team. Worked as a Communication Skill Development Trainer as well; JOB HIGHLIGHTS: a) build confidence within the candidates. b) created an environment which boost trend of socializing in the audience. c) help candidates to improve listening and speaking skills. d) introduced the candidates to the BPO industry.

Worked as an executive in TRG for C-­Track from August­ 2006 to Dec ­2008. Gained and polished my skills with the influence of senior executives with high coordination in this time of period of more than a year. Worked as a customer relation officer in C-­Track from October­ 2006 to July ­2007 as a team leader for 7 months.