Zeeshan Maqsood
Lahore, Punjab
Summary
Results-driven Sales and Marketing professional with 7+ years of excellence in the Customer Service Industry, consistently driving revenue growth and business success. Adept at Quality Assurance, Telesales, Customer Support, Lead Generation, and Operations Management, with a proven track record of optimizing processes and enhancing team performance. A dynamic communicator and relationship-builder, skilled in Training & Development and Team Leadership, leveraging expertise to exceed sales targets, strengthen customer loyalty, and elevate brand presence. Passionate about delivering high-impact solutions that fuel business expansion.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Partner, Sr. Truck Dispatcher (US)
OTR Freights
06.2023 - Current
- Route Planning: Planning and optimize truck routes for deliveries, considering factors such as distance, traffic, weather, and client requirements
- Communication: Maintain constant communication with truck drivers to provide instructions, updates, and support throughout their routes
- Load Coordination: Schedule and coordinate the loading and unloading of cargo, ensuring that it complies with weight limits and safety regulations
- Problem Resolution: Address any issues that may arise during transportation, including breakdowns, delays, or emergencies, and find solutions to minimize disruptions
- Documentation: Ensure all required documentation, including bills of lading, permits, and shipping documents, are complete and accurate
- Monitoring: Utilize tracking systems and software to monitor the progress of each shipment and make real-time adjustments as needed
Supervisor Quality Assurance
Digital Elites (A&I Communications)
06.2021 - 06.2023
- Training and development of new recruits, devising performance improvements plans, training need analysis, and ensuring all calls are being handled as per client requirements
- Daily call evaluations, team meetings, reporting to the concerned management and peers, and conducting client calibrations
- Assisting higher management in internal audit and interdepartmental coordination, maintaining computerized and written reports, and Directing quality training sessions
- Interacting with agents and coaching them in one-on-one sessions for areas of improvement
Manager Operations (BPO)
MyTech Solutions Ltd.
01.2020 - 06.2021
- Recruiting, Training and Onboarding new Call Center Agents and staff as required to meet strategic goals and objectives
- Expert in devising quality assurance parameters and set of procedures of sales and customer service programs
- Conducting staff performance reviews, assessing needs, cost/benefit analysis and other operational strategy assessments
Quality Assurance Specialist
Information Process Solutions (IPS USA)
09.2016 - 12.2019
- Ensured daily call evaluations, team meetings, reporting to the concerned stakeholders, and client calibrations
- Interacted with agents and coaching through them in one-on-one sessions for areas of improvement
- Handled Training and Development of new and existing employees when needed
Sales Executive
OVEX Technologies
09.2014 - 09.2016
- Developed, maintained customer relationships by catering customer queries over phone email and live chat
- Answering inquiries regarding sales, shipments, and transactions
- Meeting or exceeding sales targets & team goals as devised by the management in KPI's
Sales Executive
Ibex. (Digital Globe Services, DGS)
03.2013 - 09.2014
- Handled calls from prospects and customers about digital home services (Internet, Cable TV, Satellite, Home Phone & Home Security solutions)
- Major task was to deal with more than 16 network providers across the US
- Solving customers queries and providing the top-notch customer experience
Education
Master of Business Administration (MBA) - Marketing
COMSATS University
01-2011
Bachelor of Commerce (B.Com.) - Commerce, Information Technology
Bahauddin Zakariya University
01-2007
Skills
- Customer Services
- Customer Support
- Telesales
- Quality Assurance
- Training and Development
- Sales Management
- Operations Management
- Team Leadership
- Reporting & Business Intelligence
- Client Coordination
- Lead Generation
- Business Development
- Business Optimization
Certification
Fundamentals Of Digital Marketing | Google 2020
- Certified by Google in Digital Marketing, Google Ads (AdWords), PPC Campaign Setup & Optimization, SEO, SEM, and SMM. Online Business Strategy. in April 2020
Values Champ Certificate | Telenor Pakistan 2012
- Won Value Champ Certificate for being valuable and respectful awarded by Director Contact Center in Sept. 2012 at Telenor Pakistan.
Accomplishments
- Awarded Employee of the Month for the month of March in 2012 at Telenor Pakistan
Best Employee of the Month | Telenor Pakistan 2012
Personal Information
- Date of Birth: 02/28/92
- Nationality: Pakistan
- Driving License: Yes
- Marital Status: Single
Languages
English (US)
Urdu
Punjabi (PK)
Timeline
Partner, Sr. Truck Dispatcher (US)
OTR Freights
06.2023 - Current
Supervisor Quality Assurance
Digital Elites (A&I Communications)
06.2021 - 06.2023
Manager Operations (BPO)
MyTech Solutions Ltd.
01.2020 - 06.2021
Quality Assurance Specialist
Information Process Solutions (IPS USA)
09.2016 - 12.2019
Sales Executive
OVEX Technologies
09.2014 - 09.2016
Sales Executive
Ibex. (Digital Globe Services, DGS)
03.2013 - 09.2014
Master of Business Administration (MBA) - Marketing
COMSATS University
Bachelor of Commerce (B.Com.) - Commerce, Information Technology
Bahauddin Zakariya University
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