Muhammad Naseem Ashraaf

I design and deliver targeted B2B sales training programs on prospecting, pitching, closing, and account management to improve onboarding and sales readiness. I lead the coaching and development of new and existing BDEs, strengthening communication, product knowledge, and customer-handling skills.

I conduct call evaluations, audits, and performance reviews to ensure adherence to sales and quality standards while tracking key metrics. I provide continuous one-on-one coaching to address skill gaps and drive performance improvement.

I use modern training methods—role-plays, gamification, and digital tools—to increase engagement and retention. I collaborate closely with sales leadership to align QA and training strategies with business goals, optimize processes using CRM and QA systems, and leverage data analytics to refine programs.

I also develop customized training content based on market trends and client feedback, fostering a high-performance, learning-focused culture across the B2B sales team.

As a Tier-3 CS Concierge Executive at Poplin (2023), I managed high-level customer escalations across live chat, email, and in-queue requests, supporting both customers and laundry pros for scheduled, active, and delivered orders. I conducted thorough investigations, ensured timely follow-ups, and maintained strong customer satisfaction and retention.

I prioritized workloads, met daily quotas, and consistently upheld a 90-95% QA score. I assisted Tier-1 and Tier-2 teams with complex cases, ensured adherence to company policies and documentation standards, and contributed to team performance by meeting daily, weekly, and monthly targets.

I developed and led the organization’s training and development strategy, aligning it with business objectives, client SLAs, and performance targets. I oversaw end-to-end training programs including new-hire onboarding, process and product training, customer service, sales, and leadership development.

I designed targeted business communication modules to strengthen professional writing, objection handling, and global communication skills. Working closely with QA, HR, and Operations, I conducted Training Needs Analyses to identify capability gaps and prioritize learning initiatives.

I managed and coached training teams to ensure consistent delivery quality and adherence to SOPs across multiple business units. I implemented and optimized LMS platforms and blended learning models—e-learning, virtual classrooms, and instructor-led training—while measuring training effectiveness using QA scores, CSAT, AHT, conversion rates, and communication-related KPIs.

I led continuous learning programs including refreshers, soft-skills training, and communication coaching. I represented the training function in client audits, onboarding sessions, and QBRs, demonstrating training ROI and strategic impact.

Additionally, I delivered Train-the-Trainer programs, supported organizational change through upskilling and leadership readiness initiatives, created communication-focused training content, and managed training budgets, vendor relationships, and infrastructure to ensure scalable, cost-effective learning solutions.

I established the Customer Service (CS) team structure to support operations across multiple time zones and led the recruitment, onboarding, and supervision of CSR teams for GoMeat’s online ordering and delivery services. I defined customer service processes and HR-related policies, ensuring smooth operations and consistent service quality.

I served as the primary escalation point, resolving complex issues diplomatically and providing continuous coaching and training to enhance CSR performance. I collaborated with the technology team by offering operational insights to improve the GoMeat platform and contributed to the planning of marketing campaigns and customer promotions.

I also provided leadership support to Finance, HR, and Technology departments and regularly presented progress reports and strategic recommendations to the Executive Board to drive ongoing improvements.

As a Customer Experience Specialist, I collaborated closely with Technical Support and Customer Success teams to enhance processes, reduce risks, and deliver exceptional service. I conducted daily assessments and audits—including retention analysis, CSAT reviews, and account evaluations—for Customer Success (onboarding, retention, risk management) and Technical Support.

Using these insights, I presented trend data and recommendations to stakeholders, enabling them to identify issues, plan improvements, and implement necessary changes. I streamlined support processes to increase efficiency and reduce resolution times, and I contributed to cross-functional initiatives aimed at solving complex challenges and strengthening the overall customer experience strategy.

Managed daily operations of the customer service team across multiple verticals, ensuring KPIs, service levels, and customer experience standards were consistently met. Oversaw real-time call flow, team productivity, and shift efficiency in coordination with WFM. Conducted pre/post-shift briefings, on-floor coaching, and sales training sessions. Performed QA evaluations, provided performance feedback, and addressed escalations to close performance gaps. Supported back-office operations, including warranty case resolution and process alignment with client expectations.

Designed and delivered sales training programs for new hires and existing team members, focusing on telesales effectiveness, objection handling, and closing techniques. Developed product-specific modules aligned with campaign objectives and client expectations. Conducted HR orientations, on-the-job coaching, and QA evaluations to improve performance, compliance, and sales conversion. Facilitated continuous learning and refresher sessions, collaborated with HR on hiring improvements, and supported team leads in managing performance through coaching and mentoring.

Led day-to-day sales operations and performance management for a UK-based outbound campaign, ensuring
consistent achievement of revenue and conversion targets.
Designed and implemented training and coaching programs for new hires and underperformers to strengthen
sales effectiveness, call quality, and client communication.
Conducted sales refreshers, motivational huddles, and floor support sessions to align teams with campaign goals
and performance expectations.
Monitored daily, weekly, and monthly sales KPIs, provided actionable insights, and adjusted strategies to meet or
exceed business targets.
Ensured team readiness by fostering engagement, skill development, and adherence to sales scripts, rebuttal
techniques, and client guidelines.
Provided ongoing real-time support to sales agents, handling escalations, resolving objections, and guiding them
through complex interactions.
Maintained a balance between sales performance, client satisfaction, and agent development through structured
coaching and on-floor leadership.