BILAWAL NISAR

Abu Dhabi - UAE

052-***-****

ac7dnr@r.postjobfree.com

The worst enemy of great is good. (James C. Collins). I am a customer focused and articulate individual who possesses a friendly and personable approach along with strong time management skills and the ability to listen carefully to client requirements. I have a real thirst to succeed and boasts a demonstrated track record of initiative, creativity and motivation. I have the entrepreneurial spirit required to work in highly flexible, rapidly changing, ambiguous work environments. Having insatiable energy to produce results and being able to quickly build outstanding customer relationships, I would be a valuable addition to any ambitious company.

PROFESSIONAL

EXPERIENCE

IBEX GLOBAL

PORTMORE, JAMAICA

Customer Experience Trainer, June 2018 - August 2018

● Delivered training programs to predominately entry to mid-level front-line sales/support staff. Formal training is delivered in a classroom environment, hands on is delivered on floor.

● Identified appropriate training methodologies based on audience learning styles. Training methodologies may include group lecture, role play, simulation exercises, self-study, on-the-job training, computer-based, etc.

● Conferred with leadership to identify training needs and to ensure course content, training methodologies and training materials meet those needs.

● Worked with other trainers and/or leadership to continually address gaps between learning objectives and learning outcomes

● Adapted training content to meet the needs of assigned client classes and/or to improve the quality of existing content. Developed new training content based on client/business needs.

● Administered tools to measure effectiveness of training programs. Made recommendations based on these measurements to improve quality of training programs.

● Handled program administration needs to include communications, scheduling, roster management, materials production, facilities coordination, participant tracking, etc.

● Provided feedback and coaching to audience in one-on-one and group settings. Created individual development plans based on feedback.

● Generated reports accurately and on a timely basis

● Assisted with other related duties as assigned.

IBEX GLOBAL

ISLAMABAD, PAKISTAN

Customer Experience Manager, November 2015 – August 2018

● Meeting Daily / Weekly / Monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.

● Reporting, analyzing and resolving system, customer and operational issues that impact service quality. - Striving to provide all customers with an outstanding customer experience.

● Working closely with cross-functional teams to ensure timely identification of issues and processing of inquiries.

● Developing and maintaining a close communication channel with clients to ensure smooth flow of information and improved satisfaction levels.

● Staying informed of all new process changes and ensure that agents are properly trained to handle questions about any of them.

● Training the new hires on product knowledge, internal tools and other call taking processes.

● Assisting in administering team attendance records, salary preparation, staffing schedules and forecasts.

● Building and maintaining a positive working environment that attracts and retains high- quality staff.

● Analyzing call /ticket trends and reasons why customers contact us, etc and drive a continuous improvement philosophy within the contact center

● Working closely with management to achieve team and departmental goals. I2C INC

LAHORE, PAKISTAN

Customer Service Professional, November 2015 – October 2016

● Handled customer concerns/complaints in a courteous and professional manner and within established guidelines and escalated as necessary.

● Demonstrated strong domain knowledge and communicate accurate information to the customers.

● Used ticketing system and other software to enter and maintain relevant data.

● Coordinated and followed up on customer inquiries with relevant stakeholders to timely close open tickets.

● Met all performance metrics on regular basis.

● Took product and industry specific quizzes on regular basis to exhibit strong command on domain.

● Maintained data confidentiality.

● Shared reports on daily performance.

PEOPLE SOURCE INTERNATIONAL

ISLAMABAD, PAKISTAN

Business Development and Telemarketing, December 2013 – September 2015

● Developed long term strategic partnerships for consistent business.

● Identified business synergies and innovative bilateral business deals.

● Developed excellent business relations and rapport with clients.

● Relationship building with support functions to drive a joint strategy for company’s overall growth.

● Telemarketing and cold calling for different Telecom and Workers Compensation projects.

● Searched and interacted with individuals on LinkedIn for business development. TOUCHSTONE COMMUNICATIONS

ISLAMABAD, PAKISTAN

Lead Generation Expert October 2012 – August 2013

● Made outbound calls to generate quality leads for Mortgage, Auto & Home Insurance etc.

● Business to customers.

EDUCATION VIRTUAL UNIVERSITY

LAHORE, PAKISTAN

● Bachelors in Commerce

ADDITIONAL

SKILLS

● Microsoft Office

● Excellent communication skills in English

● Web and tech savvy.

● Cold Calling

● Training and Development

● Tableau Reporting Software

● Verint Call Recording Software

● Presentations

● Professional Email Writing

● Customer Retention

● Quality Assurance

● Social Media

● Team and Program Management

● Cisco Phone Systems

● Salesforce CRM

● Sales and Upsell

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