Imran Sharif

IMRAN SHARIF House # SA-537A Block-A, Satellite Town, Rawalpindi, Pakistan - -/ - E- -Skype ID: emran.rajput D.O.B - Objective: To exhibit an honest work ethics with the ability to excel in fast paced and time sensitive environment and possess contagious enthusiasm towards achievement of organizational objectives. Work Experience Call center experience of last 10 years Grouponoa International based in Costa Rica Working Since June 2012 (4 years) Working as Manager/ Floor Supervisor (Customer Care Department) Job Responsibilities Managing Inbound Customer Support Campaigns Managing/ Supervising 5 Team Leads Managing overall staff of 175 agents Reviewing hourly/daily/ weekly/ monthly reports Setting up Sales to Calls ratio Ensuring up sales and cross sales being offered Reviewing QA reports for teams as well as agents Setting up daily/ weekly targets for each team Managerial calls to unsatisfied customers Holding interviews and selecting the right candidate Pulling up random call recordings to ensure quality Taking on spot actions to eliminate errors Direct interaction with staff/ Open door policy Creating competition amongst teams by setting up goals Training new Team Leads personally Authorizing working hours Checking attendance report Checking weekly schedule created by Team Leads Assigning more agents to busy lines to handle call volume UFONE (2 Years – 2010 to 2012) Worked as TL Job Responsibilities Inbound Customer Services and Support Developing weekly schedule Maintaining attendance sheets Training and coaching agents Setting up call targets Making sure calls are handled within 3 to 5 minutes Live monitoring of calls duration Motivating team to get the best results Touchstone Communications (4 Years – 2006 to 2010) Worked as CSR, TL & Manager on various USA Mortgage campaigns Job Responsibilities Home loan bank Oakstreet Mortgage Firsttrust Mortgage Novastar Mortgage Worked on car and health insurance projects Trainings/ Coaching sessions Worked closely with QA Department to ensure quality Professional Expertise Good command over: Languages: English, Urdu & Punjabi (American Accent Certified) Business Applications: MS Word, Excel, Power point & Access Professional Courses Call Center LAMA Technique Course from McKee Consulting LLC Escondido, California, USA Diploma In Information Technology (DIT) Abacus College of Computer and Management Sciences Rawalpindi Major courses studied in DIT, Introduction of OS (DOS, Windows 2000 & Linux) Programming Fundamentals (Computer Concepts, Flow Charts & BASIC Language) Business Communication and Report Writing (BCRW) Business Applications (Word, Excel & PowerPoint) Educational Qualification Masters in Business Administration (HRM) Bahria University, Islamabad Bachelor of Commerce in Information Technology (IT) Punjab College of Commerce, Rawalpindi In affiliation with, Punjab University, Lahore HSC in Humanities (Eco, Stat, Psy) Govt. Gordon College, Rawalpindi SSC in Sciences (Bio, Phy, Che) Rawalpindi Public School, Rawalpindi Career Plans I would like to work for a multinational organization where there are chances of growth and where I could find an opportunity to explore the whole world and meet different people belonging to different areas and I could represent my country. Other Skills Excellent communication and interpersonal skills, and the proven ability to communicate effectively with executives, management and staff. Operational skill to handle all office equipment, good organizer and good at conceiving and observing mind. Hard working, active and responsible.