Usman Sohail

Usman Sohail Lahore District, Punjab, Pakistan- - linkedin.com/in/usman-sohail-b Summary Experienced Manager with a demonstrated history of working in the BPO industry. Skilled in Analytical Skills, Operations Management, Service-Level Agreements (SLA), Customer Relationship Management (CRM), and Team Building. Strong professional with a BBA (Hons); BA (PVT) focused in British Management & Technology from University of the Punjab. Experience Customer Success Manager Joblogic Service Management Software Dec 2022 - Feb 2023 (3 months) Sales Manager Motive Jun 2022 - Dec 2022 (7 months) Lead Supervisor ibex. Pakistan Apr 2020 - May 2022 (2 years 2 months) Western Union Core Customer Support Supervisor Freight Sales/Load Coverage Motive Oct 2018 - Apr 2020 (1 year 7 months) Supervisor Special Projects Digital Globe Services Jun 2016 - Oct 2018 (2 years 5 months) Manager BPO Samsons Group of Companies Sep 2015 - May 2016 (9 months) Manager BPO Samsons Group of Companies Sep 2015 - May 2016 (9 months) Usman Sohail - page 1 Operations Supervisor Digital Globe Services Apr 2014 - Sep 2015 (1 year 6 months) • To communicate the company’s vision, purpose, core values to the grass root level employees. • To implement the policies of TRG Technology in his / her respective team. • To be able to handle employee concerns and provide conflict resolution.To address all employees’ grievances. • To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks. • To speak in an accent that is fully understood and appreciated by the consumer • To completely understand consumer language and accent and respond to his/her questions in the best possible manner • To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary. • To have extensive understanding of FAQs so ensure smooth delivery of information the consumer. • To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction. • To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language. • To have knowledge regarding efficient usage of software for data entry and/or searching. • Product knowledge and FAQs. • Knowledge of the processes outlined for: o Case Handling o Call backs o Escalations o Forwarding o Reporting / Data Logging • To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs. • To create a sense of ownership among the employees. • Conduct weekly call monitoring and coaching of Customer Support Executives. • Team member’s development through additional training and goal setting as identified. • To make sure that the employees are following the schedule properly. • Maintain accurate agent performance stats and reports. Supervisor Of Operations Digital Globe Services, Inc. Apr 2014 - Aug 2015 (1 year 5 months) Training, Client Coordination, Sales Training, QA training, Team Management, Team Building Supervisor Quality Assurance/Operations Control Digital Globe Services Jan 2013 - Apr 2014 (1 year 4 months) Evaluating Calls Providing Feedback Live Monitoring Usman Sohail - page 2 CRO Simulation Dealing with Escalations Reporting Calibration/Meetings QA Recruitment (Checking written test and Conducting interviews of shortlisted candidates) Customer Support Executive ibex Nov 2008 - Dec 2012 (4 years 2 months) Worked as a CSR for Direct Surveys USA. Worked as a CSR for Volkswagen of America. Currently working with DGS (Inbound Sales Campaign), we cope with major telecommunication providers all over U.S.A. Customer Support Executive IBEX | Global Aug 2007 - Apr 2008 (9 months) Worked as a CSR Outbound on a Charity Collection Campaign Worked as a CSR Outbound on a Charter Communications Sales Campaign Education University of the Punjab BBA (Hons); BA (PVT), British Management & Technology 2008 - 2010 Superior College of Commerce Intermediate in Commerce, Business/Commerce, General 2004 - 2006 Licenses & Certifications Foundations: Data, Data, Everywhere - Coursera YX55AJDRP8HD Ask Questions to Make Data-Driven Decisions - Coursera E98X2DPMB298 Skills People Management • Communication • Problem Solving • Performance Management • BPO • Workforce Management • Call Center • Outsourcing • Soft Skills • Team Management Usman Sohail - page 3