Muhammad Bilal Iqbal

• Developed and executed performance management programs to increase employee engagement and productivity.
• Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
• Established supportive learning environment that fostered open communication and encouraged active participation from all trainees.
• Optimized training schedules to maximize resource utilization while minimizing downtime for employees.
• Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
• Enhanced trainee performance by implementing customized training modules tailored to individual needs.
• Facilitated ongoing training sessions to enhance team performance and service quality.
• Developed and delivered comprehensive training programs for new call center agents.

• Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
• Communicated directly with customers and partners to build strong business networks and relationships.
• Negotiated client contracts and agreements to cultivate profitable business transactions.
• Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
• Established and maintained highly effective relationships with clients and industry partners to drive growth.
• Built relationships with customers and community to promote long term business growth.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Set and achieved company defined sales goals.

• Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
• Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
• Conducted regular assessments and evaluations of trainees to track learning progress and make necessary adjustments.
• Increased trainer productivity by introducing time-saving teaching tools and resources.
• Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
• Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.

• Answering 40 to 50 Inbound video sales calls for The Cobblers project.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Storing customers vital information on Salesforce using Zendesk Support, Zendesk Sell and Shopify Platforms.
• Maintaining call quality parameters up to 95% on every sales.
• Submitting daily reports to the team leader.

• Cold calling B2C customers to offer them better rates on there current electric and gas bills by switching there current electric and gas supplier.
• Responding over 350 calls everyday through Press 1 IVR in order to achieve daily target.
• Maintaining call quality parameters up to 95% on every sales call.
• Closing every sales on daily basis with third party verification.
• Submitting sales information on CRM system on daily basis.
• Successfully achieving 128 billed sales out of150 sales in whole month.

• Cold calling B2B Google Ad-Words customers to sell them SEO(Search Engine Optimization) with a brand new Website on Wordpress for their business.
• Calling over 200 customers everyday in order to achieve the

target.

• Maintaining call quality parameters up to 95% on every sales call.
• Successfully achieving the deal with 6 months upfront payment in advance.
• Daily reporting to my CEO.
• Daily follow up's with the qualified leads in order to close the deal in a professional timely manner.

• Cold calling B2C customers to offer better rates on there existing Auto and Health Insurance policies.
• Calling over 250 customers every day in order to achieve the daily target.
• Maintaining call quality parameters up to 95% on ever sales call.
• Converting over 50 qualified customer leads.
• Daily reporting to my supervisor.
• Achievement of generating 100 leads in one working shift.

• Cold calling B2C customers to sell ADT Home Security Alarm System.
• Calling over 100 to120 customers every day in order to achieve the daily target.
• Maintaining call quality parameters up to 95% on every sales call.
• Successfully Achieving my monthly target of 25 sales in a month
• Submitting daily reports to the supervisor.