Saqib Khalid Butt

Saqib Khalid Butt Objective Seeking position in a challenging and dynamic environment where I can refine my skills and knowledge obtained during my academic and professional career, which shall facilitate my fast growth in any organization. Achievements No. 1 position holder in English Grammar Competition Exam. 2007 held among Girls and Boys sections of Class 10 at Dawood Ideal High School, R-Block, Model Town, Lahore. Was always placed among top 3% of my class throughout my School Career. Earning early promotions as Supervisor at my recent employments for being outstanding in quality and dependability. Currently managing 4 Inbound/Outbound phone support and 2 non phone projects. Converted 2 major (Marketplace Research & Metadata) temporary projects into permanent ones for the company by exceeding clients’ quantitative and qualitative expectations. Academic Background 2007 – 2009FSc Pre-Medical Government College Township 1997 – 2007Matriculation (Science)Dawood Ideal High School Employment Oct 2018 – PresentSenior Floor ManagerMindbridge BPO Managing several Inbound Phone Support and Non Phone based Projects. Processing team schedules & team structures on weekly basis. Mentoring new employees, team-leads and floor managers on designated phone and non-phone projects. Analyzing team performance and efficiency to ensure compliance with project as well as client requirements. Holding weekly meetings with Stakeholders to review team performance and to set future expectations. Ensuring all floor policies and rules are adhered to. Apr 2013 – Sep 2018Senior Floor SupervisorMindbridge BPO Managing Inbound/Outbound Phone Support based Projects. Conducting team calibration sessions daily to review team performance & to share important project updates. Conducting training sessions and mentoring new employees & supervisors on the projects. Conducting monthly team assessments and providing one-on-one coaching to underperforming employees. Handling Outages for stakeholders from first issue occurrence to resolution. Arranging fraud prevention follow ups with stakeholders and empowering them to be cautious from future fraudulent attempts. Providing e-mail support to stakeholders by catering queries comprising of Product, Financial, Contractual, Electronic Redemption and Policy Enquiry nature. Running volumetric reports for the project queues. Apr 2010 – Apr 2013Floor SupervisorA-Plus Technologies Conducting debt collection activities by making outbound calls as well as catering inbound. Training new employees on policies, system usage and performing role-plays during the on-boarding process. Reporting daily team performance to the higher management. Communicating policy changes with the entire team to stay up-to-date with client expectations. Sep 2009 – Mar 2010Telesales Agent (TSA)KINETIC IIS Worked as an outbound agent for a Non-Profit US based organization providing support to Cancer victims. Worked as a Telesales agent for Entrepreneur conferences and seminars. Worked as a part of a Yellow Pages lead generation team. Converted audio medical recordings into transcriptions for Insurance claims for International Doctors. Skills Excellent command over MS Word, MS Powerpoint & MS Excel. Excellent command over G Spreadsheets, G Forms & G Slides. Hobbies & Interests Computer Gaming Listening to music & Singing Internet Surfing Watching Movies References References can be provided if required.