Irfan Rahim Youssafzai

Contact Johar Town, Lahore - (Mobile)- www.linkedin.com/in/irfan-rahimyoussafzai-4a552566 (LinkedIn) Top Skills Microsoft Excel Microsoft Office Accounting Languages Punjabi English Pashto Irfan Rahim Youssafzai Professional Freelancer at Self-Employed Lahore District Summary I have almost 17 yeas of professional experience in the field of sales of both face to face and over the voice. I have extensive experience of customer support/services experience working with top BPOs including 10.5 years of experience with TRG. I possess high moral, positive approach and excellent communications skills. I can perform assigned duties with very minimal supervision ensuring that work is accomplished in a timely and professional manner. I am reliable and able to handle heavy work load and capable of assessing priorities and tight timetables. Experience Self-Employed Professional Freelancer June 2016 - Present (5 years 2 months) Lahore, Pakistan For past 5 years, I am working as a freelancer and that has been a great experience where I have been taking care of my clients directly being in direct communication with them. I have gained great confidence and polished my expertise to manage and execute defined processes that would help the CEO to be able to concentrate more on other important tasks without being worried about his first end communication with the clients/prospects. Besides this I have overall 15 years of experience in BPO industry where I have rendered my services for administrative support, inbound & outbound sales and customer services, chat support, email management and email support etc. Emenac Inc. Off Shore Sales Manager/Advisor November 2014 - June 2017 (2 years 8 months) Lahore, Pakistan - Responsible for defining and executing an effective and efficient model and process for utilizing offshore resources on commercial and enterprise. Page 1 of 5 - Responsible for enabling teaming between onshore and offshore teams.Assists with escalations and organizational issues The Resource Group - TRG (E-Telequote Insuance) Customer Service Executive August 2013 - October 2014 (1 year 3 months) Lahore, Pakistan To attempt to solve the problems or propose some solutions. To assist customers in making a decision about a product to buy. To answer telephone calls and making the appropriate transfers. To ensure and provide quality service to both internal and external customers. Work with customer service manager to ensure proper customer service is being delivered. Premlinx Travel Desk Manager January 2013 - August 2013 (8 months) Lahore, Pakistan Arrangements of all the travel requests (including Flight, Hotel and Car reservations) for the corporate CEOs and employees. Processing payments. Advising clients on travel arrangements. Dealing with complaints or refunds (not one of the perks, but someone's got to do it). Negotiation with hotels and airlines for possible discounts on reservation and arranging the corporate rates. Communication with CEOs and employees over phone and email in regards to their travel requests. The Resource Group - TRG (DGS) Supervisor Operations March 2011 - August 2012 (1 year 6 months) Lahore, Pakistan Provided statistical and performance feedback and coaching on a regular basis to each team member. Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensuring employees have appropriate training and other resources to perform their jobs. Page 2 of 5 Responding to and resolves employee relations issues expressed by team members. Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level. Addressing disciplinary and/or performance problems according to company policy. The Resource Group - TRG (PHL) Account Supervisor November 2010 - February 2011 (4 months) Lahore, Pakistan A campaign that started by the Govt. of Punjab to spread awareness against Dengue and cater the problems of public Trained 150 doctors and pharmacists on procedures for customer services and telephone etiquettes. Provided continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team members Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. The Resource Group - TRG (DGS) Customer Services/Sales Executive September 2009 - October 2010 (1 year 2 months) Lahore, Pakistan listening to customer requirements and presenting appropriately to make a sale maintaining and developing relationships with existing customers in person and via telephone calls and emails responding to incoming email and phone enquiries gathering market and customer information challenging any objections with a view to getting the customer to buy recording sales and order information and sending copies to the sales office, or entering figures into a computer system The Resource Group - TRG (DTX) Customer Sales/Services Executive May 2008 - August 2009 (1 year 4 months) Lahore Pakistan Page 3 of 5 Solicits new business for insurance products Applying strong closing techniques with customer-centered approach Managing and making sales, handling objections of the customers. To assist customers in making a decision about a product to buy. The Resource Group - TRG Customer Services/Sales Executive November 2003 - April 2008 (4 years 6 months) Lahore, Pakistan Identifying prospects by reading telephone and zip code directories and other prepared listings. Cold Calling prospective customers by operating telephone equipment, automatic dialing systems, and other telecommunications technologies. Influencing customers to buy services and merchandise by following a prepared sales talk to give service and product information and price quotations. Completing orders by recording names, addresses, and purchases; referring orders for filling. Keeping close check on quality, dependability, login hours and sales targets. ORIX Leasing Company Pak Ltd Account Manager - Auto Lease April 2001 - October 2003 (2 years 7 months) Peshawar, Pakistan Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints. Observing, receiving, and otherwise obtaining information from all relevant sources. Developing specific goals and plans to prioritize, organize, and accomplish your work. Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. Education Institute of Management Studies, Univeristy of Peshawar MBA, Accounting and Finance · (2000 - 2002) Khyber College of Commerce & Management Bachelor's Degree, Bechelor of Commerce · (1998 - 2000) Page 4 of 5 Khyber Grammar School & College Associate's Degree, Inter Sciences · (1996 - 1998) Page 5 of 5