Awais Khan

Experience

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  Transdata

  May 2005 - Oct 2006

  Customer Support Representative

  I had been managing the Inbound & Outbound Call Centre Operations team to meet and exceed clients and company expectations. Maintain communication with existing and new clients, achieving designated client requirements to be met through performance upgrades, KPI formulation and training & coaching.As I progressed in the role I was required to additionally manage and implement call center processes and procedures, identify workforce strategies for new and old call center projects, and become a call center solution provider.Additionally I worked with senior management in engaging and hiring employees, training and coaching employees, as well as performed research on pricing to bring the competitive edge against the competition (US).Main Projects that were under my direct supervision were;• Dish Network• Ink Tank• Bridge TV• International Medical Publishing.(IMP) Show less

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  Telenor Pakistan

  Oct 2006 - Nov 2008

  Customer Relations Officer

  My main responsibility was to maintain high level of customer’s satisfaction and quality on calls while providing helpline support to customers. Moreover maintain daily, weekly, and monthly KPI(s) to be recognized as a top service provider in performance reports. I was recognized by the management for having a firm grip and most updated on product knowledge as well Telenor Services and various ongoing offers. I had been additionally providing support by preparing quizzes, providing insight into KPI(s) while formulation and help train new individuals on floor. Show less

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  Abacus Consulting

  Apr 2010 - Jun 2014

  Managed the Outbound & Inbound Call Centre Operations team to meet and exceed clients and company expectations. My main responsibilities include employee motivation, managing the production plan, ensure each individual meets and exceeds clients and company expectations. My role requires me to communicate with Clients and Quality Departments to ensure smooth flow of information & knowledge. Further duties include working with senior management in the recruitment & development of individuals to ensure they are proficient in their job skills and provide constant follow-up coaching to our Customer Service Representatives.Major responsibilities in SCMP (School Council Mobilization Program) project ;Prepares and analyzes call flow production planRisk mitigation of Dial-er and CRM to control any malpracticeDesign Campaigns for employee motivationPlan training's for each call flowAnalysis of call flows and identify the reasons of low success rateMaintain system securityPolicy development Show less Main responsibilities include managing the Call Centre Operations team, ensure each individual meets and exceeds clients and company expectations. My role requires me to liaise with Clients and other Internal Departments to ensure smooth flow of information & knowledge. Additionally I am required to analyze performances on a daily, monthly & year round trailsI have been mostly engaged in providing necessary training to individuals providing customers services which includes grip over product & soft skill levels. Organize tasks in such a way to deliver on daily and monthly basis. Keep track of all KPI(s) impacting customer satisfaction and level of services provided.Further, in recognition I have been awarded as the Team Lead of the year for my performance and maintaining quality standards set by the company & client. There has been recognition from clients directly for carrying our additional job activities such as training & development, fraud analysis and presentations. Show less Established a team-oriented, efficient, and effective work environment to support the clients operations and ensure all sort of leakages.Created SOP(s) for daily, weekly and monthly reporting and various incentive plans to keep individuals motivated and help them develop their career.Major responsibilities;Prepares and analyzes department statistics as requiredAssigns work according to department policiesUses technology to maximize efficiency, effectiveness, and safety of office environmentAssesses condition of equipment and furnishings to identify need for replacement or repairAct as a communication link between medical transcriptions and dictation originators, creating a path for two-way feedbackMaintain system securityPolicy development Show less Established and developed an Internal Fraud Department to support the clients operations and ensure all sort of cost leakages. Trained individuals to carefully monitor operations for potential fraudulent threats through proper systems and various reports. Additionally I devised the necessary KPI(s) to monitor unit’s performance, protection acts and privacy statements to ensure data secrecy, service level agreements and correspondence notes with client and internal departments to provide the required services as a unit. Major Potential leakages which were identified and received recognition upon included;• Fake SIM Activation Controls• Development of Internal Controls to monitor up selling• Monitoring of suspicious activities• Evaluations of control • Trend Analysis of suspicious activities• Investigations• Policy development Show less

  • Shift Manager

    Feb 2013 - Jun 2014

  • Operations Team Lead

    Nov 2008 - Feb 2013

  • Shift Supervisor - Medical Transcription

    Oct 2010 - Feb 2011

  • Lead Fraud

    Apr 2010 - Oct 2010
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  Samsung Mobile

  Jun 2014 - Jan 2017

  Sales Executive

  Responsible for the team to achieve all targets set by the store. Responsible for achieving high customer satisfaction through high quality service.Responsible for on store training's of new and existing products of Samsung.Ensure Maximum sale of Samsung products with customer satisfaction. Explain the team their objectives and contribute to manage team objectives through team work. Maintain high Motivation level & Moral of the fellow sales executives by regular sessions. Ensure all queries/Complaints generated by the customers and highlight them. Reaching the targets given by the manager in sales.Maintaining the display area for sales item. Show less

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  Central Motors & Equipment

  Apr 2017 - Jan 2023

  Provide customer support to walk-in customers and by answering phones, quoting prices, taking orders, tracking delivery and order status, expediting delivery, and providing technical support.Effectively, efficiently, and with a high level of service, handles all internal and external client phone calls and in-person inquiries; provides price quotes and other information.Promotes all departmental sales initiatives; ensures clients are aware of the complete product line.Maintains gross profit percentages as appropriate for each client and pay type.On a weekly basis, follows up on back-order parts shipment along with replenishes assigned inventory.Maintains clear and precise record keeping for all invoices, purchase orders and special orders.Maintain professional appearance and adhere to company dress code. Show less

  • Field Sales Executive

    Feb 2018 - Jan 2023

  • Sales Representative Parts

    Apr 2017 - Feb 2018
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  Nasco Automotive

  Feb 2023 - now

  Responsible to increase business of available brands in company portfolio which includes SK, WABCO, HENGST, LUK , INA, FAG, VDO, JUPITER, FRASLE, TEXTAR and many moreSpearheaded market research to identify branding opportunities, cement strategies and sustain a loyal customer base.Listened attentively to client feedback and worked with product development team to introduce revolutionary service expected to generate revenues. Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and payment terms.Executes promotions, sales tactics, spiffs and sales incentives, under the direction of management.Helped local clients expand business operations through targeted advertising.Expanded customer base by identifying needs and delivering client-centered products. Identified and analyzed key competitors and related products.Trained and coached customers sales team focused on products.Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.Assisting customers with automotive parts cataloging, processing orders and returns while following policies and procedures. Show less

  • Sales Manager

    Jan 2024 - now

  • Sales Specialist

    Feb 2023 - Feb 2024