Aqeel Ahmed
Customer Experience & Contact Center Operations Specialist
Lahore,PB
Summary
Customer Experience & Contact Center Operations Specialist with 18+ years of experience in BPO, quality assurance, business development, and remote administrative support. Proven ability to lead contact center teams, streamline processes, and manage client relationships across multiple time zones. Skilled in CRM, virtual collaboration tools, calendar and email management, bookkeeping basics, and project coordination.
Overview
22
22
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Virtual Assistant to CEO - Real Estate & Construction
Roebling Redevelopment Group, LLC.
01.2022 - 01.2025
- Supported the CEO in all aspects of the business, from property acquisition to final sale.
- Researched, identified, and assisted in purchasing residential properties for renovation and resale.
- Managed contractor hiring, onboarding, scheduling, and performance oversight to ensure timely project completion.
- Handled inventory procurement, cost tracking, and vendor coordination for renovation projects.
- Maintained project timelines, scheduled inspections, and ensured compliance with local building regulations.
- Managed accounts, bookkeeping, and budget tracking for multiple projects simultaneously.
- Coordinated marketing and listing activities to put renovated properties back on the market.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
- Completed business correspondence, transcription, and data entry.
Business Development Manager
Scalable Legal Services, LLC.
05.2017 - 01.2022
- Client follow-up and relationship management.
- Calendar management and appointment scheduling.
- Email handling and correspondence.
- Data entry, CRM updates, and records organization.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Established valuable partnerships with complementary businesses, creating mutually beneficial synergies that accelerated growth for both parties.
- Managed accounts to retain existing relationships and grow share of business.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Assistant Manager Customer Support Services
WorldSIM - Travel Tech & International Roaming Solutions
11.2012 - 03.2016
- Oversaw 24/7 contact center operations, providing customer support to five global clients.
- Managed and resolved escalated customer service issues and complaints effectively.
- Improved service quality by identifying and addressing gaps in support processes.
- Conducted onboarding and training of new hires, ensuring an understanding of client-specific procedures.
- Followed up with inactive or lapsed customers to re-engage and restore their accounts.
- Played a key role in maintaining client satisfaction and loyalty through performance monitoring and feedback.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Manager Customer Services
Spasic Associates (Pvt) Ltd
, Sindh
03.2009 - 09.2012
- Consistently acquired new clients, contributing to a 35% annual increase in business volume.
- Secured long-term contracts, strengthening the company's market position in the U.S.
- Recovered lost clients through revised business proposals and improved engagement.
- Acted as a liaison between clients and operations, ensuring that feedback was translated into service improvements.
- Conducted staff training and developed customer-focused strategies to enhance service delivery.
Quality Assurance Manager
Brainstorm Technologies
05.2007 - 02.2009
- Verified every sale made across Canadian, U.K., and U.S. campaigns for accuracy and legitimacy.
- Ensured adherence to sales scripts and protocols by all agents through continuous monitoring.
- Conducted follow-up courtesy calls to new clients to boost satisfaction and address concerns.
- Improved service delivery by identifying recurring client issues and implementing corrective actions.
- Maintained timely reporting and data accuracy to support senior management decision-making.
Telesales Representative
Ovex Technologies Pakistan (Pvt.) Ltd.
01.2005 - 01.2006
- Served on an inbound campaign for Blue Hippo Capital, with a minimum sales conversion target of 10%.
- Exceeded sales targets consistently, and ranked as the top-performing agent for three consecutive months.
- Delivered persuasive communication to convert leads into paying customers.
Stock Broker
GM Brokerage Services
05.2003 - 08.2005
- Managed client portfolios for online commodities trading, making real-time trading decisions.
- Marketed services to attract new investors and increase company revenue.
- Addressed client queries, and processed payments and transactions efficiently.
- Supported administrative tasks and promotional campaigns to boost investor confidence.
Education
Bachelor of Arts - Economics & Journalism
University of the Punjab
01.2011
Skills
Administrative support
undefinedCertification
Affiliate Marketing — Ministry of Information Technology and Telecommunication (Issued 2023-06) — Credential ID: NXBZZ3HMK
Technical Skills
Customer service
Microsoft office
Data entry
Attention to detail
Calendar management
Problem-solving
File organization
Time management
CRM management
Document preparation
Spreadsheet management
Transcription services
Verbal and written communication
Project management
Internet research
Email management
Interests
- Chess
- Badminton
- Horse Riding
- Traveling
- Reading
Hobbies
- Numismatics
- Philately
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Virtual Assistant to CEO - Real Estate & Construction
Roebling Redevelopment Group, LLC.
01.2022 - 01.2025
Business Development Manager
Scalable Legal Services, LLC.
05.2017 - 01.2022
Assistant Manager Customer Support Services
WorldSIM - Travel Tech & International Roaming Solutions
11.2012 - 03.2016
Manager Customer Services
Spasic Associates (Pvt) Ltd
03.2009 - 09.2012
Quality Assurance Manager
Brainstorm Technologies
05.2007 - 02.2009
Telesales Representative
Ovex Technologies Pakistan (Pvt.) Ltd.
01.2005 - 01.2006
Stock Broker
GM Brokerage Services
05.2003 - 08.2005
Bachelor of Arts - Economics & Journalism
University of the Punjab
Similar Profiles
Tara NewsomTara Newsom
Administrative Assistant at Gibbons Creek Environmental Redevelopment GroupAdministrative Assistant at Gibbons Creek Environmental Redevelopment Group
Isabella HueckerIsabella Huecker
Event Coordinator and Social Media Manager at Roebling Books and CoffeeEvent Coordinator and Social Media Manager at Roebling Books and Coffee
Patti PiattPatti Piatt
Manager at Barista, Roebling Books and CoffeeManager at Barista, Roebling Books and Coffee
MUHAMMAD ALIMUHAMMAD ALI
Economic Analyst I Deputy Director at State Bank of PakistanEconomic Analyst I Deputy Director at State Bank of Pakistan
Ujala ArifUjala Arif
Policy Officer at Hafiz Shehbaz Goods Transport Company pvt.ltdPolicy Officer at Hafiz Shehbaz Goods Transport Company pvt.ltd