Sales Customer Service

Adeem A Osman

***

N. Michigan Ave

Chicago, IL 60611

(219) 713- 0656

*****.*.*****@*****.***

OBJECTIVE

To build my professional experience with integrity, independence,

objectivity and an analytical frame of mind with a focus on continuous

organizational and personal development.

EXPERIENCE

Bloom Marketing Group & Insurance Agency, Bloomington, Indiana

October 2008 - Present

Sales Coordinator & Licensed Insurance Agent

. Sold over 450 Medicare and Medicaid insurance policies to under 65 and

over 65

. Called on policyholders to deliver and explain Medicare and Medicaid

policies, analyze insurance program and suggest additional changes

. Responsibilities include updating reports with the application status,

calling customer's to update them about requirements for the

Underwriting process to be completed

. Maintained various reports to track agent's performance, created

reports for clients, and tracked customers' applications status.

Reported results to Operations to track performance and Finance to

reconcile commissions

. Calculated premiums and established payment methods of insurance

policies, including medical and dental insurance, for individuals on

behalf of Bloom Marketing Group

. Managed partially a team of 15 marketing associates for a short term

. Was one of the top sales agents for the Medicare sales season

. Reports and suggestions I have given to the company have been

enforced and used with great results

Burgeon Apparels Pvt Ltd, Hyderabad, India

July 2004 - December 2007

Partner & Director

. Managed production and operations of the Manufacturing facility, with a

focus on hiring and conflict resolution of approximately 40 employees

. Focused on updating orders and soliciting feedback from clients

regarding previous orders

. Forecasted monthly production capacity in order to procure raw

materials and schedule production to meet client demand. Have handles

projects ranging from $15000 to $650000

. Reported financial results such as sales revenues, production costs

(i.e. Labor & Materials), and profits

. Negotiated with clients and successfully acquired contracts with

companies such as Ford, Honda, Aegis/BPO Services Ltd, and Matchpia.org

(Not-For-Profit Organization for National Marrow Donor Program)

. Managed client relationships by meeting and interacting with clients on

a regular basis

Nipuna Services Ltd (A Satyam Company), Hyderabad, India

November 2006 - December 2007

Team Manager

. Directly responsible for a team of 16 Technical Support associates.

. Responsible to generate Hourly & Weekly Reports for Internal

Management and Client Management to measure metrics such as overall

quality (XX%), customer satisfaction (XX%) and Average Handle Time

(AHT) (XX)

. Motivated employees by enforcing action plans for below-average team

members as well as creating an open environment to bring out best

performance from other team members

. Conducted Performance Appraisals semi-annually for team members.

Appraisals were utilized by the management team to determine salary

raises and promotions

. Team achievement was significant Average Handling Time (AHT) reduction

from 21.4 minutes to the target of 13.5 minutes for Verizon Online

Consumer DSL Tech Support

AEGIS BPO Services Ltd, Hyderabad, India

January 2004 - August 2006

Team Leader

. Directly responsible for a team of 23 customer service associates.

. As part of the client ramp up was assigned the role of Temp Trainer who

was responsible to train approximately 150 people in December 2003 in

the area of Customer Satisfaction and Sales.

. Responsible to generate and report program performance metrics to

Internal Management and Client Program Managers such as sales per hour

(SPH) (XX), quality (XX%), agent performance (XX%) and conversion of

sales (XX%).

. Regular Client interaction responsibilities to obtain effective

feedback to improve the quality of the team members.

. Responsible to conduct Yearly Performance Reviews for assigned team

members to provide development feedback and determine action plans for

improvement.

. Team provided customer service support for clients such as Econnergy

Energy Company, Startec, Dish Network, Golf Pride, and Bell South AT&T.

AEGIS BPO Services Ltd, Hyderabad, India

February 2003 - January 2004

Associate

. Experience in various support work streams such as Sales, Data

Validation, Appointment Scheduling, and Collections

. Supported various prestigious clients such as for clients such as AT&T

and T-Mobile, New Century Mortgage, Hewlett Packard, and Econnergy

Energy

. Was honored with the AEGIS Top Quality Award and Overall Top Performer

for Sales in 2003

. Promoted to Team Leader within a span of 10 months

Professional Training:

. SAP Basis training

. MS Office( excel training especially)

. Have attended various quality and sales trainings throughout my

career in different organizations like fish

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