MUHAMMAD QASIM
LITTLE ROCK,US
Summary
Customer service professional with 34+ years of experience delivering high-quality support in retail and pharmacy settings. Demonstrates strong interpersonal, negotiation, presentation, and communication skills to drive sales, streamline operations, and enhance customer satisfaction. Proven track record leading teams, optimizing workflows, and improving service speed; seeks opportunities to apply practical leadership and relationship-building skills to support business growth.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Extra Space Storage
06.2023 - 10.2025
- Led daily store operations and staff scheduling to maintain consistent service levels and coverage.
- Achieved sales targets through targeted unit rentals, insurance upsells, and supply sales with measurable results.
- Streamlined customer rental process and agreement completion to reduce transaction time.
- Maintained facility cleanliness and safety, coordinating errands and inter-store support to ensure operational continuity.
- Cultivated a welcoming environment, enhancing customer satisfaction and fostering loyalty through attentive service and personalized interactions.
- Achieved sales targets by strategically promoting unit rentals and insurance, driving substantial revenue growth and enhancing overall store performance.
- Facilitated efficient team communication, ensuring seamless operations and improved workflow among staff across multiple store locations.
- Monitored facility maintenance schedules, implementing proactive solutions that resulted in noticeable improvements in operational efficiency.
- Managed rental agreements and documentation with precision, ensuring compliance and reducing discrepancies in customer transactions.
- Enhanced customer engagement through personalized service strategies, leading to noticeable gains in customer retention.
Pharmacy Technician
CVS Health
08.2022 - 04.2023
- Assisted pharmacist in accurate prescription preparation, reducing dispensing errors and ensuring patient safety.
- Managed cash register and drive-through transactions to expedite customer waiting times and improve service flow.
- Maintained inventory and updated orders to prevent stockouts and ensure medication availability.
- Handled incoming calls and coordinated prescription pickups to improve patient communication and timely dispensing.
- Fostered strong customer relationships by providing compassionate support, ensuring patient needs were met with empathy and understanding.
- Streamlined prescription preparation processes, achieving faster service times and enhancing customer satisfaction significantly.
- Monitored inventory levels and utilized data-driven insights to optimize stock management, reducing waste and ensuring availability.
- Coordinated closely with pharmacists and healthcare providers to ensure accurate medication dispensing, improving patient safety and care quality.
- Maintained meticulous records for order entries and updates, ensuring compliance with regulatory standards and enhancing operational efficiency.
- Streamlined prescription preparation workflows, reducing service times and boosting customer satisfaction through efficient processes.
Guest Advocate
Target
05.2022 - 08.2022
- Retail Store Operation associate
- Check out advocate.
- Self-checkout help
- Guest Service
- In Store Shopper (Fulfilment)
- Provided exceptional customer service as a Guest Advocate, fostering a welcoming environment and enhancing overall shopping experience.
- Streamlined checkout processes, reducing waiting times and improving customer satisfaction ratings through efficient service.
- Coordinated with team members to manage in-store fulfillment, ensuring timely order pickups and enhancing operational efficiency.
- Monitored inventory levels and assisted in restocking, contributing to minimized stockouts and improved product availability.
- Engaged with guests to address inquiries and resolve issues, promoting a positive shopping atmosphere and strengthening customer loyalty.
- Provided exceptional customer service as a Guest Advocate, creating a friendly atmosphere and enhancing the overall shopping experience.
Administrator
Sir Adamjee Institute (Intermediate and Degree College)
09.2014 - 12.2021
- Responsible for overall Admin, HR and Finance operations of intermediate and degree colleges affiliated with Inter Board and Karachi university respectively having 900+ students and 100+ faculty and staff members.
- Responsible for Student Welfare and Scholarship Program and financial assistance provided by various communities and parent organizations.
- Directly reporting to Board of Management of parent body Pakistan Memon Educational and Welfare society
- Meeting and greeting new students/parents and conducting interviews for new admissions.
- Handling all student scholarship applications, interviewing, prescreening, and forwarding to Management for approvals Data entry of all new students in accounting software including profiles, fee plans, discounts etc.
- Managing accounts receivables, generating reports for management and meeting fee collection targets
- Point of contact for all external customers like Banks, Tax authorities, labor department, Auditors, and consultants
- Day to Day administrative tasks of repair and maintenance of building, logistics and security of premises
- Dealing with various vendors for supply of stationery and printing jobs, marketing material, cleaning material and various other supplies
- Streamlined administrative processes to enhance operational efficiency, leading to measurable improvements in student service delivery.
- Coordinated with faculty and administration to implement a student welfare program, significantly increasing student engagement and support.
- Developed a digital tracking system for scholarship applications, expediting approvals and improving transparency in the selection process.
- Maintained accurate financial records and managed accounts receivables, ensuring timely fee collection and compliance with financial regulations.
- Fostered a welcoming environment for new students and parents, enhancing community relations and strengthening the college's reputation.
- Fostered a welcoming environment for students and parents, enhancing community relations and promoting a positive college culture.
Manager Sales & Customer Operations
Telemart (e-commerce)
11.2013 - 08.2014
- Responsible for overall online operation including sales, customer support and website management
- Achieving sales and customer service KPI targets.
- Responsible for business development for the local & overseas market
- Keep an eye on competitor’s activities & make efforts to capture new customers and to retain existing customers Manage Vendors and supply chain.
- Introducing new products, promos, seasonal offers to keep customer interest intact
- Manage membership benefits and reward program.
- To achieve social media popularity and to increase traffic through search engine optimization with the help of internal and external (third party) resources
- Streamlined online sales processes, significantly enhancing customer support and achieving key performance indicators consistently.
- Implemented a targeted promotional strategy, attracting new customers and retaining existing ones through engaging seasonal offers.
- Coordinated with vendors and managed supply chain coordination to ensure timely product availability, boosting sales and customer satisfaction.
- Monitored competitor activities to inform strategic decisions, resulting in measurable improvements in market share.
- Fostered a customer-centric team culture, enhancing communication and collaboration to improve service quality and customer loyalty.
- Streamlined online sales processes, significantly enhancing customer support and achieving key performance indicators consistently.
Manager Business Development
E Square Services (Pvt.) Limited
08.2012 - 10.2013
- To explore new possibilities Employment outsourcing, Head hunting & Recruitment
- Payroll management
- HR consultancy
- Management consultancy Training
- Spearheaded recruitment initiatives, enhancing talent acquisition strategies and achieving substantial improvements in candidate quality.
- Implemented streamlined payroll processes, reducing administrative errors and ensuring timely employee compensation.
- Coordinated with cross-functional teams to develop HR consultancy services, fostering client relationships and increasing service uptake.
- Developed tailored training programs that addressed skill gaps, resulting in noticeable gains in employee performance and satisfaction.
- Fostered a positive work environment by mentoring junior staff, enhancing team cohesion and promoting a culture of continuous improvement.
- Led business development strategies that expanded client base, contributing to marked growth in revenue and market presence.
Manager CRM
Auger Pakistan (Pvt.) Limited
06.2009 - 07.2012
- Customer Relationship Management, Credit & Collection, Billing, churn management for 70000+ WiMAX broadband customers nationwide
- Enhanced customer retention strategies, achieving measurable improvements in churn rates for over 70,000 WiMAX broadband clients.
- Led cross-functional teams to streamline billing processes, improving accuracy and reducing disputes significantly.
- Analyzed customer feedback to refine service offerings, resulting in increased satisfaction and loyalty among users.
- Developed targeted communication plans for credit and collection, fostering positive client relationships and timely payments.
- Promoted a customer-centric culture within the team, encouraging proactive engagement and problem-solving.
- Spearheaded initiatives for billing accuracy, significantly reducing disputes and enhancing client trust across a customer base of 70,000.
National Manager Call Center
Tele card Limited
01.2007 - 06.2009
- Managing call center operations for Instaphone, Tele card and super net
- Looking after the customer operation staff training
- Project management and liaison with different departments of the group companies
- Directed call center operations, enhancing service efficiency and achieving substantial improvements in customer satisfaction ratings.
- Oversaw comprehensive training programs for customer operation staff, resulting in increased team performance and reduced onboarding time.
- Facilitated cross-departmental projects, ensuring seamless communication and timely delivery of initiatives across the organization.
- Implemented new call center technologies, optimizing workflow and significantly reducing average handling times for customer inquiries.
- Promoted a positive team culture through regular feedback sessions, fostering engagement and encouraging professional development among staff.
- Spearheaded call center operations, driving measurable improvements in service efficiency and elevating customer satisfaction ratings across multiple brands.
National Manager Call Center
China Mobile Pakistan Ltd (formerly Paktel)
04.2005 - 12.2006
- As National Manager Call Center reporting directly to CEO.
- Responsible for overall operations of 24/7 Call centers in Lahore and Karachi with 250 call center agents, 2 call center managers (one in each of the city) and team of 6 floor supervisors and one back-office supervisor
- Oversaw 250 agents in 24/7 operations, enhancing service efficiency and achieving substantial improvements in customer satisfaction ratings.
- Directed strategic initiatives for call center operations, ensuring compliance with corporate standards and optimizing resource allocation.
- Fostered a collaborative environment across Lahore and Karachi centers, strengthening communication and reducing turnover rates.
- Analyzed call center metrics to identify performance gaps, implementing targeted training programs that led to marked gains in agent productivity.
- Mentored team leaders and supervisors, promoting a supportive culture that empowered staff and contributed to overall operational success.
- Streamlined call routing processes, reducing average wait times and improving customer satisfaction ratings significantly.
Manager Call Center
Instaphone - Pakcom Limited
04.2001 - 03.2005
- Looking after a team of 200+ call center agents working 24/7 in two cities (Karachi & Lahore) for customer support of two cellular operators Instaphone and Paktel handling 20000+ live calls and about 500+ email and SMS queries on daily basis Fostered a positive team environment for over 200 agents, enhancing morale and reducing turnover through targeted engagement initiatives.
- Implemented performance metrics that improved call resolution time, leading to noticeable gains in customer satisfaction ratings.
- Analyzed call data trends to optimize staffing schedules, enabling efficient resource allocation and maintaining service levels.
- Coordinated training programs for agents, resulting in marked improvements in service quality and first-call resolution rates.
- Led strategic initiatives to streamline communication processes, significantly reducing response times for customer inquiries.
- Oversaw daily operations for a 24/7 call center, managing over 200 agents to ensure optimal service delivery and improved customer satisfaction.
Head of Credit & Collections & Activation
Instaphone - Pakcom Limited
10.1997 - 03.2001
- Responsible for Credit and Collection of 70,000+ Cellular subscribers nationwide
- Customer Relationship Management
- Streamlined credit and collections processes for 70,000+ subscribers, significantly reducing outstanding receivables and enhancing cash flow.
- Led a team in managing customer relationships, ensuring high satisfaction rates and fostering loyalty among a diverse subscriber base.
- Coordinated cross-departmental efforts to optimize activation processes, resulting in faster service delivery and improved subscriber onboarding.
- Implemented data-driven strategies for credit assessment, reducing risk and enhancing decision-making accuracy across the subscriber portfolio.
- Mentored team members on best practices in customer service, cultivating a supportive environment that encouraged professional growth.
- Enhanced credit assessment processes, leading to measurable improvements in risk management and reduced outstanding receivables.
Field Sales Manager
Instaphone - Pakcom Limited
01.1994 - 09.1997
- Looking after a team of 8 sales officers to achieve sales targets for cellular phone sales in designated region
- Led a team of 8 sales officers to consistently achieve and exceed regional sales targets, driving substantial revenue growth in cellular phone sales.
- Fostered a culture of teamwork and accountability among sales staff, enhancing communication and leading to improved performance metrics.
- Analyzed market trends and customer feedback to refine sales strategies, resulting in a noticeable increase in customer acquisition and retention.
- Implemented training programs for sales officers, equipping them with advanced product knowledge and sales techniques that boosted overall team effectiveness.
- Provided ongoing mentorship and support to sales team members, cultivating skills and confidence that directly contributed to individual and team success.
- Led a team of 8 sales officers to surpass regional sales targets, driving significant revenue growth in cellular phone sales.
Sales Executive
Instaphone - Pakcom Limited
12.1991 - 12.1993
- Direct sales of Cellular phones through cold calls, Referrals and marketing supported leads.
- Executed targeted cold calling strategies, increasing lead conversion rates and significantly boosting monthly sales figures.
- Cultivated strong client relationships through personalized follow-ups, enhancing customer loyalty and repeat business.
- Analyzed market trends and competitor offerings, informing sales strategies and positioning for maximum impact.
- Partnered with marketing teams to develop promotional campaigns, drive brand awareness and generate qualified leads.
- Demonstrated a passion for technology and customer service, fostering an engaging sales environment that motivated team members.
- Executed targeted cold calling strategies, leading to increased lead conversion rates and substantial improvements in monthly sales outcomes.
Education
Bachelor of Arts - Economics
Karachi University
Karachi, PakistanSkills
- Interpersonal (Experienced)
- Negotiation (Experienced)
- Presentation (Skillful)
- Communication (Skillful)
- Sales (Experienced)
- Customer Service (Expert)
- MS Office (Skillful)
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
Accomplishments
- Achieved collection targets by completing daily delinquency calls with accuracy and efficiency.
Certification
- Service Excellence - Management Development Institute - 1997
- 7 Habits of Highly Effective People - Millicom Institute - 2003
- Project Management - LUMS Lahore - 2004
- Business Communication - British Council - 2004
LANGUAGES
Urdu (Highly proficient)
Timeline
Assistant Store Manager
Extra Space Storage
06.2023 - 10.2025
Pharmacy Technician
CVS Health
08.2022 - 04.2023
Guest Advocate
Target
05.2022 - 08.2022
Administrator
Sir Adamjee Institute (Intermediate and Degree College)
09.2014 - 12.2021
Manager Sales & Customer Operations
Telemart (e-commerce)
11.2013 - 08.2014
Manager Business Development
E Square Services (Pvt.) Limited
08.2012 - 10.2013
Manager CRM
Auger Pakistan (Pvt.) Limited
06.2009 - 07.2012
National Manager Call Center
Tele card Limited
01.2007 - 06.2009
National Manager Call Center
China Mobile Pakistan Ltd (formerly Paktel)
04.2005 - 12.2006
Manager Call Center
Instaphone - Pakcom Limited
04.2001 - 03.2005
Head of Credit & Collections & Activation
Instaphone - Pakcom Limited
10.1997 - 03.2001
Field Sales Manager
Instaphone - Pakcom Limited
01.1994 - 09.1997
Sales Executive
Instaphone - Pakcom Limited
12.1991 - 12.1993
Bachelor of Arts - Economics
Karachi University
LINKS
LinkedIn: linkedin.com
ADDITIONAL INFORMATION
- PROFESSIONAL TRAININGS
- Various Institutions
- MA Board certified Pharmacy Technician
- Credit Management workshop in Lahore (1998)
- One Customer at a Time by Millicom Institute Hachiman City Vietnam (2003)
- Introduction to Six Sigma by in-house trainer in Karachi
- GSM International Roaming procedures by Cell Tell in Colombo Sri Lanka (2004)
- Customer Relationship Management by Rameez Allahwalah in Karachi
- Interviewing Skills by HLS Management Consultants Karachi
- Behavior and Attitude by KZR in Karachi
- Training the Trainer by in-house trainer in Karachi
HOBBIES
Reading motivational books and history, Documentaries on real life events, Walking and light exercise, Current affairs (Talk shows and news)