Javed Islam

Experience

• 

  Etree Marketing Private Limited

  Oct 2011 - Jun 2012

  Senior Executive
• 

  Jabong

  May 2013 - Jun 2015

  Senior Executive

  • Professionally answering calls to deliver comprehensive product and service information across various categories, ensuring customers receive accurate and timely responses to their inquiries.• Managing order processes, including bookings, cancellations, cross-selling, and upselling via calls, emails, and the website, to maximize sales opportunities and enhance the customer shopping experience.• Maintaining accurate records of customer interactions, inquiries, complaints, and transactions in the CRM, enabling seamless follow-up and ensuring a personalized approach to customer service.• Processing orders and applications efficiently while escalating unresolved issues to the appropriate desk to ensure timely resolutions and minimize customer wait times.• Coordinating with departments such as Logistics, Finance, and Fulfillment to facilitate the prompt resolution of urgent matters, ensuring a smooth order lifecycle from purchase to delivery.• Reporting product quality issues to the quality control team for immediate corrective action, helping to maintain high standards of product integrity and customer satisfaction.• Gathering customer feedback through surveys and direct communication to better align services with their expectations and identify areas for improvement in the product offering.• Providing management with actionable suggestions for process improvements based on customer insights and operational observations, contributing to enhanced service delivery and customer retention.• Referring unresolved grievances or special requests to designated departments for further investigation, ensuring that complex issues are addressed effectively and efficiently.• Upholding quality scores and other performance metrics in accordance with company standards, actively participating in training sessions to enhance skills and improve service quality. Show less

• 

  Bose Corporation

  Aug 2015 - Jan 2021

  Pre-Sales (India and UAE)

  At Bose Corporation, I converted inquiries from the India and Middle East markets into paying customers while selling annual maintenance contracts and add-on services. I also handled repairs, replacements, and escalations to ensure customer satisfaction.• Managed presales inquiries, converting them into paying customers while providing exceptional customer service for clients in India and the UAE.• Coordinated with internal departments, including Logistics, Warehousing, Stores, and Service Centers, to facilitate timely order fulfillment and enhance operational efficiency.• Handled product returns, repairs, replacements, troubleshooting, post-sales inquiries, and escalations, ensuring compliance with company policies and high customer satisfaction.• Arranged installations and product demonstrations, providing customers with a comprehensive understanding of features and benefits.• Sold annual maintenance contracts (AMC) and additional accessories whenever possible to increase overall revenue.• Maintained accurate records of customer interactions and transactions, utilizing CRM systems for effective follow-up and relationship management.• Collaborated with cross-functional teams to address customer feedback and improve service offerings.• Actively contributed to the development of processes that enhanced the overall customer experience and operational workflow. Show less

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  Bikham

  Nov 2021 - May 2022

  Client Success Advocate-US

  Drove Strategic Outreach: Spearheaded initiatives to connect with hospitals, clinics, and educational institutions, resulting in a significant increase in COVID-19 testing volume and revenue growth.Relationship Management: Cultivated and maintained strong partnerships with healthcare professionals and lab providers, streamlining processes and enhancing service delivery.Market Expansion: Developed and executed strategic business development plans that expanded market presence and boosted client acquisition, positioning the company as a leader in testing services.Contract Negotiation: Successfully negotiated contracts with healthcare providers, optimizing service offerings while ensuring competitive pricing and exceptional service quality.Data-Driven Insights: Prepared comprehensive reports on testing outcomes, client feedback, and market trends, informing strategic decisions and driving improvements in service delivery.Regulatory Compliance: Collaborated with cross-functional teams to ensure adherence to regulatory standards, maintaining high-quality testing protocols and client trust. Show less

• 

  University Living

  Aug 2022 - now

  1️⃣ Managing Sales & Fulfilment Operations – Leading the team to ensure smooth coordination between sales and fulfilment, ensuring 100% service quality, compliance, and minimal escalations.2️⃣ Lead Forecasting & Distribution – Analyzing and forecasting daily lead and booking trends country-wise and managing lead flow accordingly to optimize conversions.3️⃣ Interdepartmental Collaboration – Working closely with internal teams and international counterparts in the UK, Australia, and Ireland to align on inventory, budget, and fulfilment.4️⃣ Data-Driven Performance Tracking – Using Power BI and CRM to monitor lead progress, individual & team performance, and operational gaps to enhance efficiency.5️⃣ Customer Experience & Quality Assurance – Ensuring timely lead engagement, high-quality customer service, and effective issue resolution to drive customer satisfaction.6️⃣ Revenue Growth & Cross-Selling – Driving sales targets and increasing revenue by offering value-added services like flight tickets, SIM cards, remittances, and airport transfers.7️⃣ Customer Feedback & Improvement – Regularly monitoring Google & Trustpilot reviews, identifying improvement areas, and implementing corrective measures for service excellence.8️⃣ Escalation Management – Tracking and resolving customer escalations at an early stage while ensuring periodic audits for better service standards.9️⃣ Organic Lead Generation – Engaging in social media platforms (Facebook, WhatsApp, Telegram, etc.) to source organic leads and inventory.🔟 Employee Development & Team Culture – Fostering a positive and high-performance work environment, ensuring every team member has the opportunity to grow, share feedback, and excel.1️⃣1️⃣ Reporting & Strategic Insights – Preparing and publishing daily, weekly, and monthly reports for leadership, participating in town hall meetings, and contributing to overall business growth. Show less I serve as an Assistant Manager - Inside Sales in the HMO (Houses in Multiple Occupation)/Private Accommodation for Students at University Living, where I lead a dynamic team focused on helping individuals secure accommodation in the UK, Ireland, and Australia. Our clientele includes students attending universities and working professionals relocating for job opportunities. Depending on their requirements, we assist them in finding student accommodations or private accommodations that best suit their needs.Our leads come from two primary sources:Referral Agencies – We collaborate with various agencies that connect us with individuals seeking accommodation abroad.Website Inquiries – We attract leads through our online platform, where people actively searching for accommodations in these regions engage with our services.Beyond accommodation, we offer a comprehensive suite of value-added services, including:✔ Airline ticket booking to simplify their travel arrangements.✔ International bank account setup for seamless financial transactions abroad.✔ Visa guarantee services to support individuals in meeting visa requirements and securing approvals.My role involves not only managing and optimizing the inside sales process but also ensuring that my team delivers an exceptional experience to our prospects. By providing tailored solutions and end-to-end assistance, we streamline their relocation journey, making their transition smooth and stress-free. Show less

  • Manager - Inside Sales (UK, Ireland, Australia & UAE)

    Oct 2023 - now

  • Assistant Manager- Sales & Fulfilment (UK, Ireland & Australia)

    Aug 2022 - Oct 2023