Usman Sohail
Lahore District, Punjab, Pakistan-
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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
