Shehzad Khalil
Customer Service | Sales | Quality Assurance | Team Lead-| - | LinkedIn: linkedin.com/in/shehzad-khalil-0252b4b9
Professional Summary
Dynamic and results-oriented professional with proven expertise in Quality Assurance, Customer Service, and
Sales. Demonstrated ability to enhance service quality, support sales teams, and drive customer satisfaction.
Recognized for delivering exceptional performance, building lasting client relationships, and exceeding
operational targets. Adept at leveraging analytical skills and compliance knowledge to optimize sales processes
and improve quality metrics.
Core Competencies
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Quality Assurance & Compliance
Customer Retention & Satisfaction
Sales Enablement & Support
Call Quality Monitoring
Performance Analysis & Feedback
Leadership & Team Management
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Problem solving
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Analytical
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CRM & Peachtree Accounting Software
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MS Office Suite (Excel, Word, PowerPoint)
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Training and Coaching
Professional Experience
Quality Assurance Sales Support | e-TeleQuote Insurance Inc. | 10/2023 – 03/2025
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Monitored and evaluated pre-sales call quality to ensure compliance and regulatory requirements.
Provide strategic support to the sales team, enhancing lead qualification processes.
Collaborate with sales managers to identify training needs.
Customer Support Representative | e-TeleQuote Insurance Inc. | 10/2021 – 09/2023
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Managed inbound and outbound calls, consistently maintaining customer satisfaction rate.
Proactively resolved customer inquiries and issues.
Enhanced customer retention by implementing personalized follow-up strategies.
Cambridge IGCSE Tutor | The City School | 09/2018 – 08/2021
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Provided training and support to IGCSE aspirants, achieving a 100% pass rate.
Designed effective strategies and instructional materials to enhance understanding and exam
readiness.
Professional Experience
Quality Assurance Executive | e-TeleQuote Insurance Inc. | 02/2017 – 06/2018
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Conducted in-depth sales verification, identifying and correcting discrepancies, resulting in an
improved production curve.
Provided targeted coaching to agents, enhancing service quality and team performance.
Customer Sales Executive | e-TeleQuote Insurance Inc. | 09/2015 – 01/2017
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Facilitated lead qualification processes by verifying eligibility and transferring the qualified leads
to Sales department.
Awarded 'Best Performer' in 2016 for delivering outstanding service during the Annual Enrollment
Period (AEP).
Customer Sales Officer | Ibex Global | 03/2014 – 08/2015
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The Little Blue Book (B2B Campaign): Sold referral directories to health centers across the
U.S., with nearly 50% of sales completed via credit card, highlighting strong rapport-building and
persuasion skills.
AT&T (B2C Telecom Campaign): Excelled in cold calling, securing new business
opportunities, and fostering strong customer relationships to drive sales growth.
Education
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CA Foundation | The Institute of Chartered Accountants of Pakistan (ICAP) | 2013
Bachelor of Arts in Economics and Journalism | The University of Punjab | 2012
Languages
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Fluent: English, Urdu, Pashto
Conversational: Spanish
