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Sales Management

Mississauga, Ontario, Canada
December 22, 2015

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Talal Mirza

**-**** ******** *****• Mississauga, ON • L5L5P5 • • 647-***-****

OBJECTIVE: Client Services, Business Development, IT and Management Consultant professional


A Management Consultant professional with 10+ years of overseeing and managing operations for a diverse portfolio of clients which included ‘Fortune 500’ companies like Microsoft & Salesforce etc. in the following areas:

Customer Services


IT/Help Desk Support

Software Development


Data Entry


Strategic Planning

Financial Analysis

Training & Mentoring

Business Process Improvement Client Services

Team Leadership

Workforce Optimization

Reporting & Analytics Business Development

Product Innovation & Integration

Multiple Sites Administration

Operations Management


Increased the company’s annual revenue from CAD 2 million in 2005 to over CAD 50 million by 2013

Transformed a 10 employees company into a 1000+ employees company within a space of 5 years

Increased the company’s operating center locations from 1 center in 2005 to 4 centers located globally in the U.S., Philippines, China & Pakistan

Developed a sales strategy that increased the company’s clientele base from 2 clients in 2005 to over 25 clients by 2013 with 5 ‘Fortune 500’ clients

Applied ‘ISO’ and ‘COPC’ principles to enhance workforce management, quality control, and process improvement activities, enabling 25% fixed expense, and 40% operating expense reduction


BeneFACT Consulting Group Inc. – Mississauga, Canada 2015–Present

Canada’s only true and largest independent Scientific Research & Experimental Development (SR&ED) consulting firm with over 2000 active clients across North America and over CAD 50M in annual revenue

Manager - Client Acquisitions

Identified, prospected, generated and developed potential sales leads

Contacted key decision makers including C-level, VP level, business owners to book meetings to qualify company leads and close sales

Delivered compelling and persuasive on-site sales presentations to potential clients and increased sales by CAD 5M

Acquired and applied industry specific knowledge to client situations and improved client retention by 15%

Secured engagement agreements that meet account criteria and sales goals by 25%

Maintained reports and analyzed sales pipeline, activities and closed business

Printer Gateway Inc. – Etobicoke, Canada 2014–2015

National Trade and Wholesale printing company with over 7000 active clients across North America and over CAD 5M in annual revenue

Client Services and Business Development Executive

Led the business development of the company bringing in more than 100 new clients in the first year of joining

Managed ‘Client Services’ and ensured that existing client goals were exceeded

Attended Trade Shows and helped improve the company’s sales by 10%

Devised strategies that helped the company improve their internal customer services processes resulting in increased customer satisfaction levels

Researched on finding a suitable CRM solution for the company that helped eliminate the overhead processes

Increased the company’s revenue stream by CAD 1M through acquiring new clients through the effective sales techniques

Premier BPO Inc. – Clarksville, U.S. 2002–2013

Niche provider of FDA-regulated outsourcing operations to ‘Fortune-500’ companies with over 2K employees across the globe and over CAD 50M in revenue

Director of Operations & Client Services

Led 7-person ‘management team’ located globally from all aspects of diverse client operations i.e. customer services, sales, technology etc.

Devised and executed strategic plans and tactical-level objectives in alignment with over achieving organizational goals

Oversaw staffing, scheduling, and work force optimization initiatives for the company, client-site support, fulfillment, processing, reporting and facilities management

Managed annual operating budget of CAD 5 million which resulted in cost savings of 15% which was approved by the Sr. VP of Operations

Transformed the company from a contact center to a customer experience strategic partner with preferred strategic partner designation and improving client retention to 90%

Led deployment of advanced interaction analytics to compile volumes of structured and unstructured data including speech, text, CRM data, survey responses, and social media interactions to offer 360-degree insight into customer feelings and behaviors

Collaborated with internal sales and marketing teams to optimize channel effectiveness

Reduced regulatory exposure through risk management strategies

Centralized performance monitoring, reporting, and data analytics from 3 ACDs, 2 quality systems, 5 CRMs, 5 IVRs and financial reporting platform to create agent scorecards and executive dashboards

Improved business culture through practice innovation

Reduced unwanted attrition by 30% and attaining record-level where 90% of employees rating employment as “highly satisfied”

Revamped and worked on the company’s portfolio and set goals which resulted in the company achieving the following awards:

In 2013 the company was declared the third ‘Advanced Technology Business Enterprise’ in China

In 2010 the company was named to the Prestigious Inc. 500/5000

In 2009 the company was selected for ‘Tennessee Business Magazines’ annual hot 100-list

In 2009 the company was declared the best BPO Company in Pakistan

In 2008 the company was declared the top 100 best ‘Global Services’ provider company


Promoted as a Director within 6 months of joining Premier BPO Inc. and was declared the best employee for 3 years running from 2005-2008

Awarded best strategic and positive thinker by my reporting manager in 2009

Awarded the best department head in 2008


MCS (Masters of Computer Sciences)

Al-Khair University, Pakistan 2002


Certificate of ‘Strategic Call Center Management’

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