Muhammad Usman

Experience

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  Touchstone Communications PK

  Mar 2006 - Aug 2010

  Senior Sales Executive

  Provide highly strategic and tactical services as Executive Sales of this leading international company engaged in the business of Sales, Marketing and BPO. Was employed by Touchstone Communications as a Customer Services Representative (CSR), March 26, 2007 Developed managerial skills and enhanced company and product knowledge by taking up additional responsibilities (e.g. coaching, training and verifying sales), to help my project meet daily and monthly targets. Based on outstanding performance, I was given a title of “SSE.” I have worked on various US projects like Dish Network, Direct TV, and Cricket Communications and AT&T.I was designated as an acting team lead in absence of Manager, where I was responsible for verifying the sales, maintaining the quality and interacting with Clients. Upon recommendation from director, I was given the privilege to be part of Succession Plan to promote my managerial skills.• Responsible for identifying customer needs and implementing tailored solutions in 47 States across USA.• Responsible for promoting sales on assigned project to ensure that leads generated have quality more than quantity.• Managed a team of 21 Agents.• Active involvement in Project planning and interactions with clients.• Establishing improved customer retention, delivering quality sales that lead to growth and profitability for each of our clients.• Responsible for verifying the sales, maintaining the quality and interacting with Clients.• Developed grew Annual Sales of the company up to 200% lasting business relations with major players of the companies. • Spearheaded and surpassing management expectations and forecasts. • Supervision for smooth transfer of leads.• Working together as a customer care sales team.• Achieved monthly sales target through effective management of resources. Show less

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  Touchstone Communications PK

  Aug 2011 - Dec 2012

  Senior Sales Executive

  I rejoined this company because of his repute in the market and the trust which they build. They assign me on one of the best campaign so I can prove myself again that I am a responsible person and can provide them best quality work along with the quantity. I was assigned with the target which I have to meet every single month to retain my title based on my selling skills and the capability that I have. Based on my performance and the excellent Quality work that I delivered I was able to get my next level and was promoted to Senior Loan Executive. I was also looking after my campaign in absence of Manager, where I was responsible for verifying the sales, maintaining the quality and interacting with Clients. Upon recommendation from director, I was given the privilege to be part of Succession Plan to promote my managerial skills. I was also a MAC (Member of Advisory Committee) member whose job is to take care of employees problems. We listen to their problems and try to solve it as soon as possible, this committee has been introduced by a CEO so whatever the problems employee might have if they cannot share directly to him so they can share it with MAC so MAC can discuss the problems in the meeting and find the solutions. MAC is also responsible for arranging different events within the company to make the employee happy. Show less

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  Marvellous Group of Companies

  Dec 2012 - Nov 2014

  Manager Operations/Business Development/Trainer

  I have over 10 Years experience in the Customer Services Industry, with a benchmark of Quality in monitoring and managing teams of intellectual calibre. Headed the Project at Marvellous Communications as a Manager Operations. Working with Australian Telecom Company and also working on some leads generation projects which are giving me enough space to explore myself and see the vast prospect of this business.Sales and Marketing Management experience for over a year with a proven record of enhancing and sustaining company sales overall, accompanied with experience in segmentation and identifying target markets. I am keen to develop my career as well as become an asset to my employer. I am interested to work with global organizations offering challenging experiences that will help further enhance my career aspirations and provide me an opportunity to supersede expectations.Specialties: I am a dynamic, goal oriented and proactive person with the ability to lead and motivate teams; I am reliable, flexible, and highly motivated. I have the ability to work as part of a team as well as on my own in highly pressured time driven environments. Show less

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  Bell Oceanic Communications

  Dec 2014 - Mar 2018

  Key Account Manager

  Worked for US based Telecom Company providing home phone, wireless and DSL services. Responsible for all types of training that are important for employees of all touch points to ensure optimal performance of their current jobs as well as to prepare them for future requirements.Assuring Quality of Service of Contact Center by monitoring performance and production. Ensuring that all customer queries and complaints are handled as per defined Standard Operating Procedure. Also Manage: - Developing a solid and trusting relationship between major key clients and company- Resolving key client issues and complaints- Developing a complete understanding of key account needs- Anticipating key account changes and improvements- Managing communications between key clients and internal teams- Managing account team assigned to each client- Strategic planning to improve client results- Negotiating contracts with client and establishing timeline of performance- Establishing and overseeing internal budgets with the company and external budgets with the client- Working with design, sales team, creative, advertising, logistics, managers, marketing, and team members from other departments dedicated to the same client account to ensure the highest quality of materials are being produced and all client needs met- Collaborating with sales team to maximize profit by up-selling or cross-selling- Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training- Meeting all client needs and deliverables according to proposed timelines- Analyzing client data to provide customer relationship management- Expanding relationships and bringing in new clients Show less

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  CareCloud

  Apr 2018 - Jul 2022

  Head Of Client Services

  Achieves operational objectives by contributing information and recommendations to strategic plans and reviews preparing and completing action plans, implementing production, productivity, quality and client satisfaction standards, resolving problems, completing audits, identify trends, determining system improvements and implementing changes.

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  Edible Arrangements

  Jan 2023 - Jun 2023

  Manager Customer Support Services

  Overseeing the entire operations for customer services using the KPIs and to ensure the quality delivered to the customer whether they are B2B or B2C.

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  PRG Pakistan

  Oct 2023 - now

  Business Development Specialist

  • Develop and implement business strategies to attract new clients, retain current ones, and increase profitability• Prepare sales forecasts, perform market share analysis, and prepare sales presentations• Implement marketing strategies including social media, email campaigns, and SEO• Work with sales team to qualify leads, transfer qualified leads to Account Executives, and close sales• Research and analyze competitors’ strengths and weaknesses, and update sales materials accordingly• Conduct sales calls, conduct presentations, and meet with clients• Conduct and document quality assurance and safety inspections throughout sales process, assuring working environment is maintained at acceptable levels, and tools and equipment are in good working condition• Review project proposals and bid documents, and negotiate contract terms• Train and supervise junior sales team members• Assist with onboarding of new team members• Coordinate with company’s primary accounting department for invoicing• Maintain and update CRM records Show less