NAGHMAN BASHIR

adhfqi@r.postjobfree.com

Cell ++63-947-****-***

D.O.B:08th March 1979

CAREER OBJECTIVE

To gain an enriching experience and be stimulated for the organization by performing to the best of my abilities. I believe in contributing to the overall success of the organization as a team member and expect professional growth based on merit and performance.

EDUCATION

Master of Business Administration 2002-2005

MCP Certified 4 Modules from MICROSOFT 2000-2001

MCSE and CCNA Courses Completed from NICON Computer Sciences 2000-2001

EXPERIENCE

Company Name Sitel Corporation Philippines

Feb 17, 2020 Hindi Coach Team Leader

Responsibilities

Developing, supporting and mentoring team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals.

Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals.

Participating in the development and enhancement of general processes and/or coaching procedures that will support company service, productivity and revenue generation goals

Participating in the development and enhancement of general processes and/or

Managing and directing a staff of approximately 15-18 Customer Service Advisors

Create and develop staffing plans and work with support departments to ensure staffing strategies are effectively executed

Maintain regular performance management ensuring all policies and procedures are adhered to and includes annual performance and compensation reviews.

Feb 2017 to Aug 2018 Process Specialist

Organization InfoSys BPO Alabang

Responsibilities

•Managed large data imported initiatives for new and existing customers

•Kept up to date on industry developments and best practices

•Maintained quality of service by establishing and managing to organizational standards.

•Defined delivery and support plans for implementing appropriate information technologies

•Worked effectively with various stakeholders (executives, department heads, end users, vendors, or consultants) to define business and systems requirements.

Mar 2015 to Sept 2016 Retention Manager (HINDI Sales and Ren tension support)

Organization Amikat Services BGC

Responsibilities

•Helped customers to show their trade situation, market trend.

•Manage budget and all financial detail.

•Build rapport, listen, clarify and manage conversational flow.

•Manage upset customers, conflicts and challenging situations

•Calling the customers and explaining them new Investment opportunities.

•Solve the general issues of the customers.

•Work wth team generated tickets for problems that cannot be resolved over the phone by agents.

Distinction :

Best performance award as a Retention Manager and achieve 1 Million US dollar target in 4 months.

Motor Bike awarded by company as a top performance and reach target successfully consecutive 4 months.

Dec 2012 to Jan 2014 Customer Support Team Leader

Organization Red Hash Consultant Kuala Lumpur

Responsibilities

•Supervised Call Center's administrative processes and procedures.

•Monitored calls and metrics, provided feedback, coaching, and reporting on data.

•Provided feedback and documented accordingly including annual performance reviews.

DEC 2009 to Oct 2012 IT Supervisor

Organization Olive Technologies LLC Dubai UAE

Responsibilities

•Managing the team effectively to ensure achievement of target and performance.

•Presentation of proposals for business development.

•Establishing work plans

•Documenting problems of a particular product in large numbers & reporting to company

Jan 2008 to July 2009 Call Center Agent (Customer Support)

Organization Etisalat Telecom Corporation (Contact Center UAE)

Responsibilities

•Receiving calls, troubleshoot network related problem using remote access or help them over the phone.

•Enters names, addresses, and reactions of prospects solicited into computer database system (ERP/SAPS/CBCM).

•Follows up for complaints and issues of customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems using (Quintus and Root Cause) for remotely access.

CONFERENCES & WORKSHOPS

•Cisco Training Conference under Cisco Academy

•Customer Services Training Workshop from Etisalat Telecommunication UAE

•English Language Training Conference COMSATS

•IELTS

MEMBER SHIP

•SHIMLIANS Social and welfare Society Abbottabad Pakistan

Chief Organizer

•Rotary Club Hazara Division Pakistan

Member/Artist

DISTINCTIONS

•Awarded best professional of the year 2001-2002 by Rector CIIT Pakistan.

•Member of the declared pioneer of the CIIT Abbott bad Pakistan.

•Best IT Network Professional of the year 2006 Dubai UAE

Languages

•English

•Urdu

•Hindi

•Arabic

•Punjabi

REFERENCES

References are available on request.

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