Syed Irfan

Regular visits/contacts to assigned customers to proactively maintain the current business and up-sell/cross-sell Mart Smith business products.
Build strong pipeline along with internal marketing team to increase customer’s market penetration and maximize existing revenue.
Prepare presentations for various events where our services are showcased.
Adhere to all company policies, procedures and business ethics codes, and ensures that they are communicated and implemented within the team.
Provide timely, accurate and creative suggestions for improving service offerings.
Ensure a high level of engagement for each customer to ensure issue resolution occur in a timely manner and thereby enhance Mart smiths overall customer experience.
High level engagement with key large accounts executive management and key stakeholders in order to develop comprehensive account plan and selling strategy.
Develop action plans to penetrate new markets.
Provide written and oral feedback to management on customer needs, problems, interests, competitive activities, and potential needs for new products and services.
Follow up and co-ordinate with internal departments to effectively deliver service on a timely manner.
Prepare and share reports to management with the required manual and automated reports, market analysis/strategy and account plans.
Demonstrate an understanding of the key business requirements of the customers and prospects for both current and future business needs.
Plans and organizes a sales strategy that maximizes the return for time invested in the territory or segment.
Negotiating and quoting product prices based on size of order and contract affiliation.
Forwarding samples, promotional literature and sales history to accounts to maintain current business and to develop new business.
Develop business proposals that clearly and effectively position the value added products and services mart smith brings to the customers and prospects.

Responsible for providing first-line contact for service users and dealing with their requests in a courteous and efficient manner.
To filter information received and record relevant details in an efficient manner.
Communicate effectively within the centre with the necessary level of urgency, within an appropriate time scale.
Understanding and being aware of non-verbal communication by using agreed SPA guidelines assisting service users who have communication difficulties whilst at the Centre and accessing support when identified such as language line Or facilities for the hard of hearing.
Occasional exposure to distress when dealing with emotional circumstances e.g. Service user details and events.
Undertake audits when required using both manual and computerized data and participate with collection of service user satisfaction & feedback.
Assisting the Management in the implementation of any new measures, systems, policies and procedures as deemed necessary.
Working to standard operating procedures at all times and in particular the Standing Operating Procedure (SOP).
Ensure Health and Safety legislation and company policy is complied with at all times, including COSHH, Workplace Risk Assessment, manual handling and Control of Infection.
Actively participate in the performance review process. Performance against clear standards, responsibilities and objectives will be formally assessed through regular 121s with your line manager and an annual Performance & Development Review.
To recognise and work within scope of competence seeking support where appropriate.
To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary.
To maintain a healthy and safe working environment for self and colleagues.

Develop and implement internal communication strategy.
Developing sales strategies and setting sales targets.
Monitoring the team’s performance and motivating them to reach targets & providing feedback and coaching to team members.
Manage internal communication channels & be point of contact and advice on internal communications.
Implementing communications plans to increase brand awareness and recognition for the organization.
Collating and analyzing current communications and messages and ensuring consistency.
To organize conferences/other events as necessary.
Actively Participation in New product campaigns.
Communicate regularly with key colleagues through regular reporting, by email, phone and occasional face-to-face meetings.
To work with the Marketing Officer to ensure that marketing and communications functions are joined up and complementary.
Keeping up to date with products and competitors.
Collecting customer feedback and market research.

Preparation of performance management reports for almost 200 employees in various levels (CSRs, Back Office, TL’s, Officer’s and Mangers)
Monitoring, maintaining & implementation of defined processes for Sales & Retention department.
Calibration session conducted on monthly basis with T/L & Trainers in order to have a mutual understanding of the Quality Monitoring Standards.
Preparation of Daily Dashboard report for operational data.
Setting and reviewing individual and departmental sales objectives, monitor progress and communicate results to the Management.
Monitoring and maintaining three focal areas including Operations Quality Management, Performance Management and Quality Management Systems implementation.
Ensure the implementation of World Class Contact Center practices and achieving benchmark performance as per COPC standards.
Manage highly efficient transaction monitoring activities with effective communication to all the concerned and their respective follow-ups.
Integration of ISO and COPC to efficiently and effectively run an integrated Management System eliminating any duplication.
Establishment of detailed performance metrics at multiple levels at program and entity levels as well as at various cadres (from CSRs to Sr. Managers) of individual performances.
Initiating improvement projects based on historical and real time performance for continual business improvement.
Auditing and ensuring that all the operations as well as support functions including HR, Training, Planning, Technical, etc. perform their tasks at high performance levels and as per the defined processes.
Analyzing performance statistics, managing information system and making recommendations for decision makers based on the statistics results.

Conduct quality call monitoring for both IB-Sales & OB-Sales Representatives, provide quality scoring and trends for both individuals and team.
Define the KPI’s in various programs and individual levels.
Ensure that performance standards are measured and developed uniformly for all Contact Centre Representatives.
Escalate patterns or serious performance issues to the management.
Provide feedback to call center agents, Team leaders & Officers.
Collaborate with the Sales Team Leaders & Officers on training needs/opportunities.
Working on Implementation of COPC concept for exceeding customer satisfaction.
Participation in script writing discussions, Setting KPIs for Sales department.
Internal & Off-shore Certification for the new joiners.
Involved in maintaining ISO certification and in implementing COPC standard.
Providing an agreed time and performance achieved based Action Plan to the low performing teams
Analysis of Staff performance based on KPI’s
Reviewing the staff performance, identifying gaps in areas for development needed, implementing action plans and monitoring the progress.

Making an average of 80 outbound calls per day, representing 180 minutes talk time per day, to ultimately reach 30 decision makers.
Achieving an average of 3 sales per day to ensure success rate exceeds 50%.
Maintaining co-operative and productive inter-departmental relationship and procedures to deliver exceptional customer services at all times.
Taking ownership for actively engagement in product, systems and skill trainings and development.
Taking ownership for determining and satisfying the dynamic product needs of Customer accounts, ensuring total Customer satisfaction.
Generating revenue in line with the Corporate & Individual targets.
Uphold the Insight company core values.
Communicate ideas for improvement aimed at enhancing performance and effectiveness at company team and personal level.
Actively Participation in product campaigns.
Implementing proven sales strategies and procedures.
Utilize creativity to market products and generate leads.
Effectively utilizing problem resolution and negotiation techniques in order to cultivate and maintain customer relationship.
Consistently inputting valid information into an established database to be used as point of reference.
Train new sales representatives (Mentor)
To maximize sales and profit making opportunities and will look to assist with competitor information to develop tactical sales strategies and grow the business in accordance with volume and profit targets.
Promoting new products to existing business customers.
Excellent rapport Building and provide the highest possible level of customer service at all times.

Ensuring all customers receive excellent service, as measured by the mystery shopper.
Resolving customer requests and complaints in an efficient & effective manner.
Managing and maintaining all procedures in accordance with the standard manual.
Providing associates with adequate training for their roles.
Ensuring that all associates comply with health and safety environment responsibilities.
Performing Duty Manager Role in accordance with the standard manual.
Setting and reviewing individual and departmental sales objectives, monitor progress and communicate results to the Sales Manager.

In person dealing with customers and assist them about latest Mobile phones & Accessories.
Solving the enquiries of our customers regarding the Mobile phones.
Ensuring complete availability of products to Customers.
Customer retention through special promotions.
Welcome calls to new subscribers.
Conducting survey over the phone to ensure Customer satisfaction.