Dawood Khokhar
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Supervisor/Assistant Manager/Call Center head
IBEX/ TRG/ SYSTRONIC
MBA/Finance
Punjab Univeresty punjab pakistan
Summary
I have BPO industry experience for Eleven years now in Inbound out bound and mixed call center.
Over the time period i have worked in diversified capacities and mastered multi skills related to the field. My core strength is sales, CS training and coaching agents to build a sales force for delivering targets as per client requirements. Some of salient features of my experience are:
AREA OF EXPERTISE:
• Pre sales and pro sales training and CRM handling and training and targets forecasting.
• Client coordination and Customer Services. (Charge backs and refunds/Cancelled clients)
• Managing floor Operations and work force management.
• Recruiting new resources by intense evaluation and Training on product knowledge.
• Live Monitoring and recorded call evaluations.
• Quality calibrations and sessions with team.
• Handling compliance issues and HR issues (Conflict Management).
• Scheduling and making use of scheduling tools.
• Making real time report and monitoring systems.
• Working with tech and software teams for system usage efficiency.
• Making and sending daily analysis reports to the stake holders and clients.
• Checking and generating reports for KPIS.
Experience
Supervisor/Assistant Manager/Call Center head - IBEX/ TRG/ SYSTRONIC
2012 - 2017
December 2011- December 2017,
TRG/IBEX:
Worked in both companies for six years.
Alert(Customer Service):
Worked as Supervisor and customer service executive in alert communication dispatch for two and a half year. He was handling and dealing in almost 300 American client accounts and performing multitasking at the same time. These included order taking and non-order taking referral accounts. He was awarded employee of the month award several times. Involved in taking INR BIOMED calls for seminar bookings.
IBEX(E-Teleqoute) Operation Supervisor:
Worked as a supervisor in E-teleqoute and took care of at least 200 agent shift wise. Prepared reports and managed all the transfer and sales process. Providing agent with on shift training as well. Handled quality sessions and calibrations.
(AT&T) Operation and Assistant Manager:
Initiated AT&T in Lahore and working currently as a supervisor on AT&T and is managing team of 100 people. Doing verifications and looking after their sales.
Honours And Awards
April 2019 : Employee of the Month TRG
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