AHSAN ATIQ SIDDIQUI

E-mail: a.atiq6182@gmail.com
House # 255, Block D, St. # 8, Punjab Cooperative Housing Society, Ghazi Road, Lahore Cantt
Phone: +92 42 35460180 Mobile: +92 308 6202002

Objective:
To work in the organization with utmost honesty in order to achieve the targets bestowed upon me.

Personal Information:
Father Name: Atiq Ahmed Siddiqui
Domicile: Punjab
Marital Status: Married
DOB: 12.03.1990
CNIC: 35201-6647105-3

Experience:
Contact Center Team Lead
Lands24.com March 2019 – Till date

 Managed a team of 7 Contact Center Officer.

 Gauged and ensured total Customer Satisfaction.
 Closed loop of customers’ issues via inter-departmental co-ordination.
 Handled calls & issues escalated by direct reports.
 Managed customer retention and churn.
 Ensured selling using marketing techniques.
 Enhanced up-sell to achieve the set sale targets using USP.
 Kept check on floor adherence and floor decorum.
 Managed floor by walk about as and when required.
 Used management info systems to record, maintain, plan & manage manning.
 Provided needed resources & hands on practice of new products.
 Held team meetings & discussions with QA mentor to ensure quality in services.
 Attended & ensured required assistance and training to new hires.
 Acted as mediator of conflicts.
 Managed recreational activities for team.
 Inspired & motivated every team member to perform and give their best.
 Initiated processes that promote team development and performance.
 Acted as a model of desired success behaviors.
 Ensured that everyone contributes to and benefits from the team effort.
  Put forth recommendations for awards.
 Facilitating customers over helpline by providing information regarding company’s products and
services.
 Handling customers queries and complaints as per set of standards.
 Coordinating and following-up with multiple stake holders for the resolution of customers issues.
 Arranging team sessions and highlighting different aspects of every member of team individually and
collectively.
 Arranging hangout plans and other curricular activities for the team.
 Also rotating among different departments as assigned by the management.
 Performance Report Preparation.

Assistant Manager Sales Operations

Haji Sons Group Pakistan January 2018 – December 2018
 Pesticides Supply chain.
 Invoicing as per given policies.
 Stock Report analysis
 Event management
 Target Vs Achievement analysis
 Policies as per market demand.
 Managing & Issuance of Dealership certificates.
 Product wise Sales analysis.
 Monthly tour plan of RSM’s, ZM’s, BM.
 Daily Sales and collection report.
 Monthly Product budgeting
 Weekly, Monthly and yearly Sales and Collection Forecast
 Monthly and yearly Budgeting.
 Branding & labeling.
 Promotional material selection
 Coordination with RND
 Sales related Event management.
 Samples issuance for DEMO.
 Demo reports
 Development of social media team & content
 Record of Samples taken by Agriculture department
National Sales Coordinator
Four Brothers Group July 2015 – December 2018
 Direct reporting to Director
 Stock Report
  Target Vs Achievement reports
 Business Policy Making
 Managing & Issuance of Dealership certificates
 Audit of expense claim report and forward to Payroll
 Product wise Sales report
 Monthly tour plan of RSM’s, ZM’s, BM
 Daily Sales and collection report
 Monthly Product demand
 Sales Forecast
 Weekly, Monthly and yearly Sales and Collection Forecast
 Monthly and yearly Budgeting
 Branding & labeling
 Promotional material selection
 Coordination with RND
 Sales related Event management
 Samples issuance for DEMO
 Demo reports
 Development of social media team & content

Contact Center Operations Officer

Mobilink CC-PMO Team June 2014 – July 2015
 Work Code analysis.
 Product end to end testing before and after commercial launch.
 IVR comparison
 IVR Up-dation
 IVR audit
 IVR editing
 Reporting and analysis
 Up-dation of product information on commercial website, IVR’s, internal systems, USSD menu
 Eliminating customer pain point after listening calls
 Frequent Caller Analysis
 Up-dation and change in SOP of Contact Center
 Co-ordination with Quality Assurance, Marketing, Finance, C&C, NCU, SMT, NPS teams

Customer Care Representative

Mobilink Contact Center Lahore May 2011 – May 2014
 Managed a team of 13 -17 agents.
 Gauged and ensured total Customer Satisfaction.
 Closed loop of customers’ issues via inter-departmental co-ordination.
 Handled calls & issues escalated by direct reports.
 Managed customer retention and churn.
 Ensured effective up-selling using marketing techniques.
  Enhanced up-sell to achieve the set sale targets using USP.
 Kept check on floor adherence and floor decorum.
 Managed floor by walk about as and when required.
 Used management info systems to record, maintain, plan & manage manning.
 Provided needed resources & hands on practice of new products.
 Held team meetings & discussions with QA mentor to ensure quality in services.
 Attended & ensured required assistance and training to new hires.
 Acted as mediator of conflicts.
 Managed recreational activities for team.
 Inspired & motivated every team member to perform and give their best.
 Initiated processes that promote team development and performance.
 Acted as a model of desired success behaviors.
 Ensured that everyone contributes to and benefits from the team effort.
 Put forth recommendations for awards.
 Facilitating customers over helpline by providing information regarding company’s products and services.
 Handling customers queries and complaints as per set of standards.
 Coordinating and following-up with multiple stake holders for the resolution of customers issues.
 Arranging team sessions and highlighting different aspects of every member of team individually and
collectively.
 Assisting my Supervisor in different routine tasks and also guiding new team members accordingly.
 Arranging hangout plans and other curricular activities for the team.
Also rotating among different departments as assigned by the management.

Education:
B. Com 2011
Punjab University, Lahore

F.A (General Science) 2008

Garrison Degree College, Lahore

Matric (Science) 2006

O.T.I. Grammar School, Lahore

Certifications:
 Office XP Workshop from Modern IT Center
 Effective Business Communication Certification workshop from Mobilink on December 2011
 Excel Intermediate Certification from Mobilink on September 04, 2013
 Mobilink Experience Workshop on December 2013
 Certification of Team Building of Harvard Manage Mentor on December 2013
 The Power of Positive Thinking workshop from Mobilink on April 25, 2014

Skills & Abilities:

 Excellent interpersonal and communication skills
 Client Management
 Ability to work efficiently under stress
 Ability to handle multiple tasks at the same time
  Good grip on MS Office

Languages:
 Urdu
 English
 Punjabi
Interests:
 Cricket
 Computer Serving
 Swimming
 Social Media
Reference:
Will be provided on request.