Shakeel Raza
Sanford,FL
Summary
Dynamic professional with a proven track record at Sunshine Tech Consulting, adept in management skills and proficient in Microsoft Office. Excelled in enhancing call center operations, achieving significant quality improvements, and fostering team cohesion. Demonstrated exceptional organizational and verbal communication abilities, driving process optimizations and surpassing business objectives.
Overview
9
9
years of professional experience
Work History
Call Center Supervisor
Sunshine Tech Consulting
09.2017 - 06.2024
- Provided support to the day-to-day operations to ensure established standards were met
- Managed Employee payroll and scheduling
- Performed live and recorded observations of employee interactions with customers upon request
- Maintaing quality assurance documentation and reporting metrics
- Developed and provided ongoing data reports, metrics, and quality reports
- Worked closely with the Manager for the successful and timely completion of Call Center functions
- Generated daily, weekly, and monthly sales reports
- Ensured agents were equipped and trained to reach call center objectives and goals
- Managed the staffing schedule to support peak business workloads sufficiently
- Provided information to the Manager on all interdepartmental matters and employee performance concerns
- Performed regular audits to ensure all relevant information is correct
- Monitor call to evaluate employee’s performance
- Analyze employee’s performance to identify skill gaps and create training to address them
- Use customer feedback and experience to suggest ways to improve process
- Ensure that customers receive accurate and consistent information
- Staying update on company policies and customer service standards
Dialer Administrator
Elogix Solution
01.2017 - 08.2017
- Generated and managed dialing lists and campaigns
- Monitored and adjusted the performance of the dialers
- Updated dialing campaigns filter, list strategies, and reports
- Created outbound campaigns to meet business objectives
- Managed multiple outbound campaigns
- Performed daily uploads, downloads, and importing of data and files on the dialer
- Troubleshoot, diagnosed and resolved telemarketing dialer issues
- Evaluate the team's performance by analyzing reports
- Monitored live calls or reviewed recorded calls
Office Administrator
Concept Matrix
02.2015 - 12.2016
- Performed minor accounting duties
- Generated Payroll and commission spreadsheets
- Created and maintained an efficient documentation and filing system
- Managed customers' confidential information and contact database
- Managed reports, documentation accuracy, and call quality performance
- Provided administrative support to executives as needed; provided general office support with various clerical activities and related tasks
- Conducted multiple tasks simultaneously and delivered results on time
Education
Post Graduate Diploma -
Information Technology
Bachelors -
commerce
Skills
- Ability to multitask
- Organizational skills
- Detail-oriented
- Proficient in Microsoft Office
- Verbal communication skills
- Written communication skills
- Understanding of business objectives
- Team player
- Data Entry
- Management Skills
- Marketing Strategies
Timeline
Call Center Supervisor
Sunshine Tech Consulting
09.2017 - 06.2024
Dialer Administrator
Elogix Solution
01.2017 - 08.2017
Office Administrator
Concept Matrix
02.2015 - 12.2016
Post Graduate Diploma -
Information Technology
Bachelors -
commerce
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