Customer Service Sales
Resume:
HAMED AKBAR
**** *********** *****, *******, ** *4555
***********@*******.***
CUSTOMER CARE SUPERVISOR
Dedicated and versatile Customer Service Management Professional offering over 10 years of success in both corporate and
small business environments. Expertise demonstrated while consistently driving company objectives, exceeding sales goals,
achieving customer service targets, and driving process improvements. Expert in all aspects of empl oyee hiring and
leadership including high performer development, discipline and scheduling. Known for providing honest and timely
feedback to team leading to strong morale and high employee engagement. Focused on achieving continuous business
improvement through ongoing assessment and evaluation of business needs.
AREAS OF EXPERTISE
Performance Management Positive Work Environments Customer Service
Business Development & Sales Employee Coaching & Training Quality Standards
Revenue Generation Process Improvements Complaint Resolution
P ROFESSIONAL EXPERIE NCE
Way Point Homes, Oakland, CA April 2013 – Nov 2013
Inside Sales Manager
● Manage Tow Supervisor (with a staff of 18 Inside Sales Agents), including the establishment of performance goals
and supporting team/individual employee development.
● Provide coaching and feedback on employee performance to ensure consistency and highes t levels of customer
service inside sales.
● Management support of team members in problem solving to attain resolution in timely and accurate manner; goal is
to achieve maximum customer satisfaction.
● Provide supervisory feedback and forecast call volume and inventory on a weekly basis.
● Manage employee recruitment, hiring as well as terminations.
● Monitor employee performance and mentor underperforming agents.
● Initiate and develop training and motivation techniques for staff.
● Ensure that the entire department is current on all laws and policies.
● Manage inventory to assure appropriate client volume.
Comcast, Livermore, CA 2009 - 2013
Call Center Advanced Services Supervisor
● Manage a team of 18 Customer Account Agents, including establishing performance goals and supporting team and
individual employee development.
● Provide coaching and feedback on employee performance to ensure consistency and high level of customer service.
● Support team members in problem solving to attain resolution in a timely and accurate manner to achieve maximum
customer satisfaction.
● Increase productivity levels by conducting real -time phone monitoring and providing immediate feedback and
coaching to agents.
● Provide information regarding billing and other account inquiries to customers .
● Manage employee recruitment, terminations as well as monitor performance and mentor underperforming agents.
● Ensure staff competence through training and development, appraisal, and motivation techniques.
● Ensure agents are up to date on troubleshooting internet, email, networking, routers, as well as hardware/software
configurations.
● Provide guidance and assistance to agents in resolving difficult subscriber questions.
● Compile/analyze data to identify trends and make recommendations to management for improving Customer
Service.
● Partner with management to implement customer retention goals, increase competition awareness, and bridge gaps
of opportunities to increase service results.
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P ROFESSIO NAL E XPERIEN CE …C O NTINUED
International Protection and Investigations, Fremont, CA 2007-2008
Operations Manager
Managed security and patrol services from an operational standpoint with the help of subordinate managers .
Monitored and provided guidance of techniques to guard against theft and maintain security of client premises.
Facilitated interdepartmental communication, allocating tasks and resources as well as formulated security/safety
policies.
Established business plans and evaluated marketing strategies to build customer base and strengthen customer
relations.
Negotiated and reviewed proposals and cost estimates.
Coordinated activity with public relations department to give feedback on business visibility .
Community One Real Estate, Fremont, CA 2001- 2007
Senior Loan Officer/ Real Estate
Proficiently packaged all loan documents to include inspections, appraisals, and legal documents.
Supervised and motivated 20 employees and provided performance feedback.
Acted as an intermediary in negotiations between buyers and sellers over property prices and settlement details.
Aggressively sought to create marketing opportunities and grow client relationships.
Maintained knowledge of real estate law, local economies, fair housing laws, mortgage loans, finance options, and
government programs.
Generated lists of properties for sale and conducted open houses.
Competitively acquired and retained the highest quality in vendor services to ensure client satisfaction and retention.
Worked interdepartmentally to resolve customer inquiries.
Facilitated training on lender programs, loan applications, and esc row basics.
Vigorously implemented the latest concepts of information, promotions, sales and marketing to clients.
Directly complied with all state laws, rules, and regulations.
Assembly Connections, Inc., Fremont, CA 1997-2001
Purchasing Manager
Skillfully coordinated the procurement of all goods, services, raw materials, equipment, tools, parts, and supplies.
Acquired reliable relationships with vendors to obtain product information, pricing, availability of goods and
coordinated delivery schedules.
Estimated values according to knowledge of market prices.
Prepared purchase orders and negotiated contracts.
Productively maintained computerized procurement database and defective goods records.
Supervised all purchasing assistants.
C OMPUTERS SKILLS
Microsoft Word, PowerPoint, Outlook, Excel, Windows
EDUCATION & PROFESSIONAL DEVELOPMENT
Fremont H.S., Fremont, CA – Graduated
Various Management and other Professional Courses
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