Shariq Khan
Employee Resource Management
Karachi
Summary
A highly dedicated and diligent professional with over 15 years of experience in sales, customer service, training, administration, and languages in various industries such as retail, IT/software, design, and BPO. Expertise in sales, marketing, leadership, training, and mentoring. Extensive knowledge of management, sales, and quality, such as LCM and T&D. Ability to excel in a diverse milieu and act as a critical point of contact with senior management. Fully apt with wide-ranging knowledge of programming languages and frameworks. Strong judgment, decision-making skills, and the ability to deliver in a self-directed environment. Good interpersonal and negotiation skills. Has a track record of working under pressure and meeting deadlines in a fast-paced and demanding environment.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work History
Staff Development Manager
Skyfit International
Karachi
11.2023 - Current
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Managed new employee orientation training process for more than 100 employees each year.
- Delivered new employee onboarding and training sessions via In house Training material.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Coordinated technical training and personal development classes for staff members.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Coordinated and prioritized required training courses for existing employees.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Implemented new learning strategies depending upon employees' skill levels.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Trained new hires to perform cross-training exercises with experienced workers.
- Researched and obtained relevant course materials to achieve training objectives.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
AVP Sales & Marketing
Legacy Tech
Karachi
01.2023 - 10.2023
- Helped VPs add value and growth to annual sales volume by 15%.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Distinguished best, average and potential referral partners to build up Sales pipeline.
- Communicated business concepts and expected functional behavior to developers and other stakeholders.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Enabled revenue generation by pursuing partnerships, sourcing funding, and capitalizing on market opportunities.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Developed effective business strategies to capitalize on emerging market trends.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
Business Development Representative (BDR)
Remote Reps
Karachi
08.2022 - 12.2022
Client Partner (USA)
The Plum Tree Group
Karachi
07.2022 - 08.2022
Sales Manager
Eminent4U/247 StayWarm UK
Karachi
03.2021 - 02.2022
- Handled employee concerns and provided conflict resolution
- Managed 50+ SDR, BDR, CSR, Sales Trainers and QA
- Ensured highest level of quality customer care
- Coordinated with clients and provided trending reports
- Monitored, improved, and maintained client's prescribed CSAT score for team
- Conducted team QA and provided feedback
- Facilitated calibration sessions and calls listening sessions
- Audited transactions performed by team
- Prepared reports and performed data entry and searching
- Provided exceptional customer service and first-hand resolution.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets
- Handled customer relations issues, enabling quick resolution, and client satisfaction
- Closed lucrative sales deals using strong negotiation and persuasion skills
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue
- Evaluated performance against goals and implemented appropriate development plans
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth
Assistant Manager - Sales & Customer Support
Abtach Ltd
Karachi
08.2020 - 02.2021
- Evaluate sales process and work with account manager and VP of Sales
- Provide sales support to optimize sales process and measure performance of activities
- Collaborate with cross-functional teams to ensure sales team resources
- Prepare and execute detailed presentations, tactics, indicators, and action plans
- Development and maintenance of CRM system for organization
- Support sales, marketing, and customer service activities
- Create and maintain quarterly commission reports
- Collaborate with marketing to develop accompanying outbound marketing initiatives.
Manager T&D/QA
Bespoke360 Solutions
Karachi
11.2019 - 03.2020
- Managed team 20 BDR & SDR and created brand awareness and product placement
- Conducted marketing activities and implemented recruitment and training strategies
- Exceeded monthly targets and managed deployment and after-sales support.
- Applied coaching techniques and tools to support managers and team members in improving performance
- Established and tracked quality department goals and objectives
- Determined quality department standards, practices, and procedures
- Monitored staff organization and suggested improvements to daily functionality
- Evaluated interactions between associates and customers to assess personnel performance
- Assisted with day-to-day operations, working efficiently and productively with all team members
Supervisor T&D/OPS
Ibex. Digital
Karachi
12.2016 - 11.2019
- Guaranteed excellence and accuracy of reviews
- Reported anomaly/abnormal behavior/process for further investigation
- Participated in weekly team meetings
- Managed cancellations, announcements, and shift daily reports
- Identified Fraud/System Abuse
- Submitted evaluation report to QA supervisor.
- Motivated and trained employees to maximize team productivity
- Encouraged and promoted ideas aligned to business needs and benefits
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
- Compiled training materials for new employees and tracked skill development
- Analyzed department metrics and performance and reported findings to management
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Quality Assurance Executive
Digital Globe Services
Karachi
11.2015 - 11.2016
Sales Executive
Digital Globe Services
Karachi
08.2014 - 11.2015
Senior Business Development Manager
Skoolmate.net Pakistan Private Ltd.
Karachi
05.2013 - 03.2014
- Conducted assessment and evaluation of new hires
- Compiled performance numbers and highlighted mitigating factors
- Delivered product/system/process knowledge as outlined in training manual
- Communicated training performance to relevant stakeholders
- Managed team of 20+ members focusing on sales and attainment
- Liaised with HR and Compliance teams for orientation
- Ensured readiness of new hires to start taking live calls
- Managed employee behavior and performance profiles
- Managed new hires' on-call performance and behavior.
Education
MBA - Supply Chain Management
08.2012 - 01.2016
Bachelor of Science -
09.2009 - 08.2010
Associate of Applied Science - Computer Information System
09.2000 - 08.2005
Skills
SalesMarketingSCMSHR ManagementQuality AssuranceFeedbackTraining & DevelopmentLeadershipCRM & Lead Management
Project Management
Performance improvement
Office management
Course development
New hire on-boarding
Process evaluation and enhancement
Staff development plans
Interests
Latest Tech News, Developments, Analyzing Industry Trends, Blogs, Books, Music, Poetry, Video Games, Social Networking, Board Games
Cricket, Workout, Cycling
Traveling
Performance Milestones
- Recognized as the Top Sales Executive in Pakistan for December '14 while working with DGS (private) limited, Karachi.
- Maintained the best Sales Close Ratio for over 10 months in a sales campaign at DGS (private) limited, Karachi.
- Improved QA Stats for Karachi Center as part of the Quality Assurance Team during 2015-2016.
- Achieved the best conversion and highest sales figures as Sales Manager from October 2021 to January 2022.
- Delivered comprehensive training resulting in better customer satisfaction.
Timeline
Staff Development Manager - Skyfit International
11.2023 - Current
AVP Sales & Marketing - Legacy Tech
01.2023 - 10.2023
Business Development Representative (BDR) - Remote Reps
08.2022 - 12.2022
Client Partner (USA) - The Plum Tree Group
07.2022 - 08.2022
Sales Manager - Eminent4U/247 StayWarm UK
03.2021 - 02.2022
Assistant Manager - Sales & Customer Support - Abtach Ltd
08.2020 - 02.2021
Manager T&D/QA - Bespoke360 Solutions
11.2019 - 03.2020
Supervisor T&D/OPS - Ibex. Digital
12.2016 - 11.2019
Quality Assurance Executive - Digital Globe Services
11.2015 - 11.2016
Sales Executive - Digital Globe Services
08.2014 - 11.2015
Senior Business Development Manager - Skoolmate.net Pakistan Private Ltd.
05.2013 - 03.2014
Bahria University - MBA, Supply Chain Management
08.2012 - 01.2016
University of Karachi - Bachelor of Science,
09.2009 - 08.2010
Oakland Community College - Associate of Applied Science, Computer Information System
09.2000 - 08.2005