عبدالباسط شيخ

Leading and Handling end to end Operations (Hiring, Retentions, Strategic planning, P&L, Client relations)

• P&L Management, Revenue Generation, Student Recruitment, Managing
Operations, Learning & Development of Resources, Performance Monitoring
&Coaching, Client Liaison, Service Delivery, Marketing Outreach, Market
Intelligence & Competition Analysis.
•
◦ Profile involved end to end Student & Client management for all line of
businesses including Co-coordinating with Universities & Clients to maintain
& build relations.
•
◦ Organizing & Conducting Fairs, Seminars & Promotional Events for Overseas
education, IELTS, TOFEL, GRE, GMAT & SAT to find potential students &
Convert them.
Optimizing Existing Client & University Relations: Added a Wow effect for the
Universities during their visits leading to positive delegate feedback highlighting a
sense of exceeding levels of satisfaction & commitment.
Optimization of Current staff: Learning & Development gaps in the team were
identified & appropriate training on Products, Skills & Countries was facilitated
through a pool of national resources available. Will issues were identified &
addressed which then resulted in to more than 100% increase in the conversions
from the staff compared to previous years
Target Setting & Daily Review templates: Recommended & implemented the daily
and weekly review & target setting exercises to serve as tools to monitor and push
counselor performance.

• Profile includes responsibilities of a Process / Center Head, wherein I was
managing the overall operations for the center including Retail & Corporate.

• Ensuring proper training, support & customer service are maintained.
Promoting professional & personal development of team by coordinating
& administrating performance evaluations, training needs, progressive
disciplinary actions, & career opportunity programs with training &
development team.
• Assessing student goals and objectives, competencies, academic credentials,
experience and future vision.
• Preliminary Evaluation of the students research related to background.
• Formulating / validating appropriate and personalized recommendations for
our students in the form of countries, areas of study and universities backed by
data and research.
• Revenue generation for the assigned portfolio of geographies, areas of study,
partners and lines of businesses.

• Assessing student goals and objectives, competencies, academic credentials,
experience and future vision.
• Preliminary Evaluation of the students research related to background.
• Formulating / validating appropriate and personalized recommendations for
our students in the form of countries, areas of study and universities backed by
data and research.
• Revenue generation for the assigned portfolio of geographies, areas of study,
partners and lines of businesses.

• Assigning leads to team members.
• Planned and implemented Team goals and objectives.
• Staffing/Attendance/Absenteeism/Attrition.
• Managing process SLAs and making sure that SLAs are met.
• Monitor agents calls for adherence to set quality standards.
• Identify skill / will issues, motivate and promote good team members to better
positions by guiding them to step up from their current job positions
• Conducting 1on1 s with the team Members & skips levels with the team
members.
• Ensure daily Shift Briefings are conducted & everyone is updated on the
product to ensure uniform customer experience.
• Ensure 100% floor support and call back commitments to be met.
• Daily analyzing the queue and sharing the reports with all team leads and
Management.

• Accountable for the materials coming in and its usage.
• Attendance and daily wages of the workers.
• Reporting the work progress to the authorities
• Maintaining the client relations.

• Handling queries and complaints of the customers
• Trouble shooting the errors.
• Getting customer satisfaction reports.
• Up-selling products.

• Handling queries and complaints of the customers.
• Trouble shooting the errors.
• Getting customer satisfaction reports.
• Up-selling products.