Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Ibraheem Sultan

Team Manager
Manchester

Summary

Results driven and adaptable Team Manager with 3+ years of experience in customer service and the energy sector. Proven ability to enhance team performance, drive operational efficiency, and exceed KPIs through targeted coaching, process improvement, and strategic development. Adept at fostering positive team cultures, implementing effective training programmes, and managing cross-functional collaborations to achieve organisational goals. Seeking a challenging management position where I can leverage strong leadership, communication, and problem solving skills.

Overview

2026
2026
years of professional experience

Work History

Deputy Team Leader

Sigma Connected
Birmingham
04.2024 - Current
  • Revitalised performance for a 14 agent team, boosting average call scores by 34%, increasing collections by 22%, and eliminating below target performance through tailored support strategies.
  • Streamlined agent workflows, reducing average handling time by 22% and cutting account handling errors by over 40%.
  • Drove continuous improvement by identifying agent level enhancement opportunities and collaborating with operations to implement actionable changes.
  • Facilitated the upskilling of new team managers, resulting in a 15% faster onboarding process and improved team consistency.
  • Focused on weekly team meetings with peer to peer feedback systems, including pairing high achieving and lower achieving agents, and daily catchups, improving team happiness and morale by 18% (based on quarterly employee surveys) and reducing absenteeism by 10%.

Team Manager (Secondment)

Sigma Connected
Birmingham
2 2023 - 04.2024
  • Led and trained a team of 13+ advisors in a campaign wide initiative, improving efficiency and reducing errors in account handling.
  • Implemented workflow optimisations that increased collections from non contactable accounts by 12% in Q1, rising to 16% overall.
  • Implemented targeted coaching programmes focused on active listening and conflict resolution skills, improving team efficiency by 20%.
  • Analysed team performance data to provide actionable insights, reducing underperforming agents by 20%.
  • Collaborated with operations to ensure campaign compliance.

Deputy Team Leader

Sigma Connected
Birmingham
02.2022 - 02.2023
  • Administered monthly and annual reviews to direct reports: Set clear and measurable goals, action plans, and follow up procedures.
  • Recruited, interviewed, and hired employees: Implemented a mentoring programme to promote positive feedback and engagement.
  • Implemented a team specific mentoring programme for 14 agents, resulting in new hires reaching competency 30% faster than historical averages.
  • Improved employee retention by 17% through consistent feedback mechanisms and incorporating team suggestions.

Owner of E-commerce Store

Easykitchentoday
01.2019 - 08.2021
  • Launched and managed an e-commerce start up, generating £284,000 in revenue within the first year.
  • Implemented an omnichannel presence, including paid advertising (Facebook Ads), to drive traffic and increase customer lifetime value, resulting in a 120% increase in traffic and a 40% increase in revenue within one quarter.

Customer Service Advisor

Teleperformance119
Manchester
03.2020 - 03.2021
  • Supported team cohesion by fostering a welcoming culture and coaching new members on best practices.

Education

Oldham Sixth Form
04.2001 -

Skills

Adaptability

Performance Coaching

Customer Focus

Leadership & Management

Performance Coaching

Team Development

Training & Mentoring

Power BI

Change Implementation

Max Contact

Operational Excellence

Hobbies

  • Volunteering at local charities: I am passionate about giving back to my community and have volunteered at local charities to support various causes.
  • Going to the gym: I am dedicated to maintaining a healthy lifestyle and often push myself at the gym to achieve my fitness goals.
  • Hiking: I love spending time outdoors and exploring nature through hiking. It helps me clear my mind, reduce stress, and gain a fresh perspective.

Timeline

Deputy Team Leader

Sigma Connected
04.2024 - Current

Deputy Team Leader

Sigma Connected
02.2022 - 02.2023

Customer Service Advisor

Teleperformance119
03.2020 - 03.2021

Owner of E-commerce Store

Easykitchentoday
01.2019 - 08.2021

Oldham Sixth Form
04.2001 -

Team Manager (Secondment)

Sigma Connected
2 2023 - 04.2024

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Ibraheem SultanTeam Manager