Kamran Mehmood, Customer Service Specialist

About

I am a customer focused professional having a clear vision of growing the business by offering a great customer satisfaction as an ultimate goal. I helped companies in generating good number of sales while managing and training a large number of teams in Sales and Customer Service for companies like Digital Globe Services – (TRG), IBEX,

Jagahonline.com

(PK),

Propertify.com

(UAE) and

Zameen.com

(PK). Currently, I am engaged in design sales and staffing/ recruitment taking care of the UK and USA markets.

Experience

Aabiz Solutions

Nov 2022 – Present

Karachi, Pakistan

Senior Business Consultant (Design Sales USA)

- Independently handling Leads with the support of PPC/ social media, Upwork and Bark. - Taking care of upsell and support by using Trello and dialpad software - Coordinating with the production team for all the projects related to Logo Design, website design, and development, and digital marketing.

My Talent Choices

Aug 2022 – Nov 2022

Karachi, Pakistan

Manager Sales & Support (Staffing/ Recruitment USA)

I am responsible for: - Taking care of lead generation through different platforms including social media - Making Cold Calls, Email when required - Using CRM to maintain sales funnel - Independently engaging USA based clients in their hiring process completion - Coordinating with internal team to find the right candidate

Digital Hub Services

Jan 2022 – Nov 2022

Karachi, Pakistan

Manager Sales & Support (Design Sales UK)

Being part of a winning team I am responsible for: - Independently handling UK Bark Leads with the support of PPC - Taking care of upsell and support by using Trello and dialpad software - Coordinating with production team for all the projects related to Logo Design, website design and development, digital marketing.

Zameen.com

Sep 2021 – Dec 2021

Karachi, Pakistan

Manager Sales (Real Estate Off-plan Projects PK)

- Establishing, maintaining and expanding the company’s client base while fulfilling the needs of existing clients’ business needs - Developing/implementing sales strategies and conducting analyses of sales activities against set goals by compiling and analyzing sales figures - Assisting in developing a long-term, sustainable business model by fostering long-term strategic partnerships with clients through superior customer services - Supporting the team in achieving targets by analyzing the market, sales and customer-buying trends. - Responsible for cultivating increased business opportunities through various routes to market, ensuring that all ‘soft’ KPIs (calls and meetings) of the team are met, meeting the revenue targets assigned on a monthly/quarterly/annual basis, discovering new customer leads by identifying new markets and customer segments, and managing/coaching the assigned team while ensuring that all company policies and procedures are adhered to.

Hatchtechs Pvt Ltd

Sep 2020 – Aug 2021

Karachi, Pakistan

Sr. Manager Global Sales & Support (Prop-Tech Industry)

In Hatchtechs, - Being the department head of a prop-tech company, I was responsible for online sales & support of Jagahonline.com (PK) and Propertify.com (UAE) using digital platforms. - Achieved the milestone of PKR.250K sales in a month from zero - Established a complete infrastructure of inbound and outbound customer engagements while having 100% MRR. - Managed a cycle of Hiring/ recruitment - Helped in System networking and integrations, Software installations - Close coordination with related departments including HR, IT, Marketing and Admin - Part of the core management team in Setting up Policy, Sales and Operations Strategy, Department Budget, Targets defining KPIs - Conducting In house Trainings for product and services.

Technado (Pvt) Ltd

Jul 2020 – Sep 2020

Karachi, Pakistan

Key Account Manager (Design Sales USA)

In Account Management, - I helped my clients to gain the maximum ROI by providing best output of their desired solutions. - Improved my company’s revenue by 10% of the given target. - In the first month of my induction, I posted $4000USD and achieved 200% of my given target by engaging 12 clients and - Completed their project of Logo/ website design and development in one week.

IBEX (The Resource Group - TRG)

Jul 2019 – Jul 2020

Karachi, Pakistan

Team Manager – Customer Support Operations - (Foodpanda PK)

As a Team Manager I managed a team of 40 Customer Support Chat services in the Foodpanda PK campaign. and improvised Team performance by - Focusing on Customer Experience - Working closely on Active Tickets - Coaching/ Counseling/ mentoring in one on one sessions with team members - Making sure to keep quality standards high by QA evaluations - Coordinating with on/ off-shore team - Tracking adherence to AMS (Shyftplan) - Daily reporting on Adherence, Shift issues, product updates etc. - Daily Pre-Shift/ Post-Shift sessions to match the pace of customer support - Playing an active role with Management in defining SOPs/KPI etc. - I helped to establish this non-voice chat support campaign with 40 Chat Support Executives - Maintained Service Level at 98%, Average Handling Time at 8 minutes, Wrap time under 1 minute and Quality Standards by 90%. - Along with this, I tried to minimize the shrinkage/ breaks at 5%, on daily basis by arranging coverage.

IBEX.Digital (The Resource Group - TRG)

Apr 2018 – Jun 2019

Karachi, Pakistan

Supervisor Sales Operations – IBEX.Digital (USA)

As a supervisor Sales Operations, - I was managing a team of 15 sales executives and - Helped the company to increase the sales conversion ratio up to 40% while maintaining the other KPIs as Average Handling Time, Wrap Time, Hold Time, and Shrinkage under 5%, Breaks under 5%. - Along with improving Quality standards as 92%.

Digital Globe Services (The Resource Group - TRG)

Feb 2017 – Apr 2018

Karachi, Pakistan

Supervisor Sales Training & Development – DGS (USA)

Being a Supervisor Training & Development - Manage Adherence parameters of the team, including Attendance, Schedule, Breaks, Leaves, Phone time Utilization. - Manage Performance parameters of each assigned team member through Individual coaching/counselling, Monitoring calls (live and recorded), Scheduled / Routine engagement sessions, Mentorship / copiloting through floor engagement and on live calls. - Performance parameters will be defined as Sales Close Rate, RGU / Order, Frequency of Addon product sold, Revenue per offered call, Installation/activation percentage. - Manage Quality of each assigned team member through, Recording and compiling Quality scores, Establishing and documenting measures to eliminate cancelled sales, Education sessions on Quality and its impact on sales performance matrices; Liaison with a dedicated Quality resource to establish trends and implement broad measures to positively influence them. - Establish an Agent profile based on the below-mentioned categories, and share with operations: Sales Performance; Behavior attributes; Quality and cancellation performance; Coaching / documented feedback delivered; Changes/improvements displayed during the ABay process; Further areas of opportunity for the operations team to work with the team member. - Update WFM / Traffic team on supervisor assignment during the third week of A Bay for a batch Awards & Achievements • Two months consecutive spiff winner in ABay Karachi regarding High Tier and XHS. • Highest sale of XHS won me a Mobile Phone as a reward.

Digital Globe Services (The Resource Group - TRG)

Jun 2014 – Jan 2017

Karachi, Pakistan

Sales Executive – Inbound Sales – DGS (USA)

As a Sr. Executive Sales Operations, I am responsible to - Making sales through inbound campaign - Excellent Customer Service & real time consultation to US based Customers - Describe product details, quality, features, and benefits. - Negotiate price and secure sale - Route customers to the related department for their respective queries and concerns. - Helping in managing operational requirements - Achieving daily, weekly and monthly sales target as set by the company management. - Maintaining Quality Assurance and Work force Management protocols

Kualitatem Inc. (Pvt) Ltd

Jul 2013 – May 2014

Lahore, Pakistan

Business Development Executive (QA Testing - USA)

Being an BD Executive - I was handling C-Level clients based in USA for their software quality testing, - being a liaison management personal I was engaged in arranging meeting and generating leads and - help the company to gain $3000 quarterly.

Mobilink GSM - A Vimplecom Telecom Company

Nov 2007 – Mar 2013

Lahore, Pakistan

Customer Care Representative (Telecommunication PK)

Working in Customer Care Department (Contact Center) as Associate-II - Responsible for online customer satisfaction for their complaints and queries - Educating product and services to the targeted customers - Collecting feedback from customers by engaging in conversation - Working with Team Lead and Team Coordinator to align different tasks - Inbound Sales by introducing different product and services of company during calls - Initiated first outbound sales project in company - Planned and executed outbound sales strategy - Arranging Different Trainings within the team - Helping Management in maintaining Quality of Services by analyzing SOPs Awards & Achievements • Two times Call of Fame Award given by VP Customer Care (Mobilink a Vimplecom Telecom Company) Mr. Irfan Akram March 2011 & October 2011 • On Spot Recognition Award on updating relevant details in systems by Floor Management (Mobilink a Vimplecom Telecom Company) - June 2009

Ovex Technologies

Apr 2007 – Jul 2007

Lahore, Pakistan

International Sales Representative (Computer Sales USA)

Being a Sales Representative - I was responsible to generate the maximum number of sales from our US-based clients while selling desktop computers online. - It was my very first sales job so I was on a very low average of sales and generated somewhere $500 a month.

Education

Allama Iqbal Open University

Feb 2004 – Sep 2006

Masters of Business Administration, Finance

University of the Punjab

Mar 1997 – Feb 1999

Bachelors of Commerce, Accounting

Kamran Mehmood

Customer Service Specialist

Skills

Languages