Soeb Malek

QX provide Accounting, Payroll, Software, Recruitment services to their clients in UK,
USA, Australia & Mexico.
• Managing an Out of hour project of Thornbury Nursing & Community Services.
• Managing a team of 15 employee, where I maintain their daily & monthly performance as
per clients requirement
• Motivate & inspire team members to achieve individual & team KPI
• Preparing Daily, Weekly, Monthly, Quarterly & Yearly report.
• Taking Briefing and refreshers forteam members.
• Coordinating with Client on daily, weekly/Bi-weekly basis for process updates, major concern
and issues
• Give training to new employees and assist team member on process where needed.
• Ensuring completion of various tasks such as Quiz; Tests and other training programs.
• Co-Ordinate with NHS Trust, Hospitals and Community Clients.
• Health Care placement in Hospitals, Home Care and Facilities as per requirement.
• Client Communication \[Emails & Voice\].

• Managed an Out of hour project of Thornbury Community Services and Scottish Nursing
Guild, which is a last minute Nursing Agency in UK.
• Managing the team size of 17+ FTEs including 2 TLs.
• Maintained 100% C-SAT from all clients.
• Taking care of entire daily operations to maintain the SLA.
• Responsible for supervising and managing the work of employees, including scheduling work
hours and assigning tasks.
• Ensuring all the KPIs & Targets assigned by clients are achieved as per the Service Level
Agreement.
• Created and maintained candidate files, conducting orientation sessions, and ensuring that
new employees are properly trained.
• Responsible for preparing documents such as SOP, Weekly reports, Monthly Summary.
• Responsible for maintaining relationship with clients and employer.
• Directly coordinating with client for enhancement of process and running the business
smoothly.
• Ensuring team members are maintaining the Call quality and doing regular call audits.
• Motivate & inspire team members to achieve KPI.
• Assistteam lead to Preparing Daily, Weekly, Monthly, Quarterly& Yearly report.
• Ensuring completion of various tasks such as Quiz; Tests and other training programs.

QX provide Accounting, Payroll, Software, Recruitment services to their clients in UK,
USA, Australia & Mexico.
• Working In Out of hour project of Thornbury Nursing Services, where need to maintain 100%
Accuracy.
• Doing Job posting in CRM.
• Managing multiple inboxes, Health Rosters and NHSP portal for Job posting and bookings.
• Calling NHS Professionals and Hospitals for booking, confirmations other query resolutions.
• Maintaining the high standard call quality.
• Managing Inbound Calls and Outbound Calls for queries of candidates and clients.
• Weekly Client communication for update, query and solutions.
• Helping teammates in query and to complete given task.

• Customer communication \[voice\].
• Taking Call of Hitachi home appliances customers and resolving their Query, Complain &
Request.
• Register product related complaints in CRM.
• Provide Complete information with excellent Quality, accurate product info & soft skills.
• Ensuring the customer is satisfied with all the queries that they had.
• Attending briefings, refreshers and meetings for any process related updates.

• Handling team of retail executives. Where I maintain their daily and Monthly performance
which includes Bill payment, Phone sales, new activation, selling accessories, Up selling,
service delivery & customer experience feedbacks.
• Motivate and inspire team members to achieve team goals and give training to team where
needed.
• Use CRM, RQ4 and other programs to audit team sales report.
• Achieve personal sales target and Assuring team member met with their sales target on daily
basis.
• Generating new customers with marketing tactics.
• Inventory management on daily basis for entire store.
• Ensuring completion of various tasks such as Quiz; Tests and other training programs.
• People / Performance management of retail executive team.
• Outcall to existing customers for retention & up selling
• Make sales to motivate staff and help staff in closing s sale.
• Hiring of new employees as needed.