Attif Masood
Newton Mearns,Glasgow
Summary
Dynamic sales leader with expertise in driving team performance and achieving KPIs through strategic coaching and development. Proven track record in enhancing customer retention and implementing effective cross-selling and upselling techniques. Skilled in market analysis, client relationship management, and sales compliance training, leveraging Salesforce CRM to optimise processes. Committed to continuous improvement and collaboration excellence, aiming to advance innovative sales models that elevate organisational success.
Overview
26
26
years of professional experience
10
10
years of post-secondary education
Work history
Desk Sales Team Leader
BT Group, In Life and Growth
Glasgow
2020.09 - 2026.02
- Motivated and led a team of desk-based sales agents to enhance upselling and cross-selling across EE and BT portfolios.
- Managed performance through coaching, development opportunities, and recognition to cultivate a high-performance culture.
- Supported individual needs with tailored performance plans to develop overall team capability and create career advancement opportunities.
- Achieved KPIs by implementing robust plans to eliminate barriers and ensure excellent customer care.
- Provided thought leadership to secure competitive advantage in the market.
- Enhanced sales and service treatment models, recommending improvements for converged solutions selling.
- Disseminated market insights to the wider team to inform strategies and tactics.
- Trained agents on compliance and skillset expansion while owning customer escalations to meet needs effectively.
Desk Sales Advisor
BT Growth
2012.09 - 2020.09
- Deliver revenue, volume Sales, customer satisfaction and quality targets by selling BT & EE products to new and existing customers.
- Use effective questioning to explore every customer’s business demonstrating a high degree of business acumen when dealing with SME customers.
- Drive a high level of customer satisfaction to ensure NPS scores reflect a great service.
- Build solid relationships with customers by following our values to help deliver revenue for the business.
- Retain existing and new business to grow revenue for BT.
- Working to individual and team targets with effective team working skills exceeding individual KPI’s.
- Maintain and improve knowledge of all new and existing products and services within the BT portfolio and on BT’s competitor offerings within these areas.
- Working with peers to enable new ways of working, bring together new ideas for products and service.
- Provide recognition to peers and teams, when covering team leader, to drive performance through coaching and effective performance management.
- Own and manage customer escalations following the agreed processes to meet customer needs and provide a great experience.
- Identify and resolve barriers to achieving customer satisfaction/revenue generation utilizing continuous improvement process to provide improvement to policies, process and data.
Desk Sales Advisor
BT Directories
2010.07 - 2012.09
- To sell advertising both in the phonebook and on-line to achieve productivity and revenue targets to existing and new business customers.
- Meet daily and weekly targets as well as quarterly revenue targets.
- To build and maintain a good rapport with customers to help take the customer through the customer transition and to meet the customer needs.
- To remain highly organized through effective time management to ensure all orders are logged.
- To ensure all sales and paperwork are always compliant.
- Act as a single point of contact for all accounts and to deal with any queries.
- Maximize business by quoting and closing deals.
- To maintain a good knowledge of all products and services.
Secured Loans Accounts Manager
E – Loan Shop
2007.06 - 2010.04
- Managing a portfolio of accounts, up selling secured loans for both business to business and residential clients.
- To cross-sell payment protection and insurances to ensure targets are met and to ensure maximum profit for the company.
- To provide a single point of contact for all accounts and to deal with any issues as appropriate.
- Dealing with inbound/outbound calling and e-mail to communicate with new and existing clients.
- To build and maintain relationships with lenders and clients to help create a first class customer experience and to meet client and lenders expectations.
- To increase the database to maximize the business through quoting and closing deals.
- To ensure that all targets and KPI’s are met and exceeded.
- Ensuring new business strategies are also met by cold calling to business and consumers.
- Ensuring that FSA regulations are followed and adhered to at all times.
- Dealing with administrative duties and making sure all information is stored in the database appropriately in a timely and professional manner.
- Client visits where appropriate.
- Ensure all after sales calls have been made as part of effective pipeline management.
- To develop and maintain full knowledge of all products and services.
On-Site Account Specialist Manager /Recruitment Consultant
Randstad Recruitment
2006.06 - 2007.05
- Managing an account of over 325 temporary workers.
- Located between both business sites Glasgow City Park and Uddingston.
- Meeting client demand and expectations developing key accounts.
- Responsible for recruitment process by conducting competency based interviews.
- Pre-screening candidates over the telephone.
- Carrying out role play exercises in induction days and grading candidates' abilities as part of benchmarking.
- Issuing New Contracts.
- Absence management.
- Registering new candidates using HR systems.
- Performance management.
- Conducting one to ones with agents regarding their performance.
- Conducting one to ones with team managers regarding agent performances and assisting with any queries they may have.
- Processing payroll using internal systems.
- Dealing with pay queries and timely distribution of pay slips.
- Dealing with escalated queries.
Customer Account Manager
Black and White Mortgages and Loans Group
2003.01 - 2006.06
- Dealing with secured loans and re- mortgage applications.
- Telephone based role conducting B2C and B2B clients.
- Inputting customer information in a timely and accurate manner over the phone.
- Matching the best product and service from the panel of lenders.
- Working to a monthly target for applications and payment protection.
- Developing and maintaining a good relationship with all lenders.
- Working closely with underwriters and customers to ensure a fast and efficient sales process at all times.
Telemarketing Advisor
HSBC Bank
Edinburgh
2000.07 - 2002.11
- Dealing with inbound/outbound calls.
- Dealing with personal loans, credit cards applications.
- Cross selling mortgages, payment protection and loan insurance.
- Cold calling and dealing with existing client base for upsell opportunities.
- Working to individual and team targets where I successfully met all targets set.
- Gained knowledge for several financial products and services.
- Worked very effectively within a team.
- Helped maximize sales on insurances related to products which was a harder sell.
Education
SCQF - Level 7 Diploma - Management
BT Future Leaders
2019.02 - 2020.03
HND - I.T. and Multimedia Studies
Glasgow College of Building and Printing
1998.08 - 2000.05
National Certificate - Computing
Langside College
1997.08 - 1998.06
Standard Grades, Highers - undefined
Kings Park Secondary School
1991.08 - 1997.06
Skills
- Sales team leadership
- Performance coaching
- KPI achievement
- Customer retention strategies
- Sales model development
- Cross-selling and upselling techniques
- Market analysis
- Client relationship management
- Sales compliance training
- Customer escalation management
- Continuous improvement processes
- Collaboration excellence
- Salesforce CRM
- Sales advisor coaching
Activities
I have a passion for keeping fit and healthy. It’s a great way to stay motivated and to keep my mind and body healthy. I enjoy socializing with friends and family as well as enjoying meeting new people and building good relationships in and outside my place of work. Spending time with my children is a great way to help my children and youngsters in my family to develop and stay productive. I have 2 children, my son is 9 years old and my daughter is 6 years old, I stay actively engaged in their education and social activities to ensure they are being as productive as they can and can enjoy the best both worlds. I am both thankful and lucky to be part of a large and growing family and I tend to be a pillar for my nephews, nieces and my parents. This is all down to the experiences and development that was instilled when I was growing up and I always look to pass my experiences on., I enjoy giving back to our communities, through charity and voluntary work at Glasgow Central Mosque. Every Sunday a food bank is run to give out food parcels to the needy and vulnerable. My religious beliefs have helped me become a better person. I have both been taught and practiced at the mosque for many years and this is my way of giving back. My wife and children are also involved every Sunday as it is a great family team building activity but most importantly the reason we do it is to give back and charity helps others develop in their time of need. In 2018 I also volunteered to shave my hair off for Children in Need. We raised just under £800 all through peers and colleagues from different departments within BT.
Accomplishments
- Achievement of level 7 diploma in management through BT future leaders’ course where only 380 BT employees were selected for this course.
- Recognition award at the end of quarter sales road show in 2019 for continuing to support agents at a team and site level.
- Lead, motivate and support a team of 10-15 inbound / outbound sales agents both existing and new agents in grad bay and also other teams in management absence. I also helped to coach the upsell / cross-sell of EE and BT product portfolio through great conversations to achieve all targets and KPI’s.
- Consistent delivery of sales, quality and KPI targets.
- Working together with my team and management using CI principles to implement new ways of working to benefit the customer, business and employees.
- Lead team meetings and huddles encouraging full participation to discuss new strategies and changes within the business breaking down barriers and sharing best practice.
- Participating in trading calls to discuss team achievements, target management and providing feedback to senior managers.
- Involved in the recruitment process for on boarding of new agents.
- Lead on recognition and incentives to drive high performance in the new outbound and existing teams.
Timeline
Desk Sales Team Leader
BT Group, In Life and Growth
2020.09 - 2026.02
SCQF - Level 7 Diploma - Management
BT Future Leaders
2019.02 - 2020.03
Desk Sales Advisor
BT Growth
2012.09 - 2020.09
Desk Sales Advisor
BT Directories
2010.07 - 2012.09
Secured Loans Accounts Manager
E – Loan Shop
2007.06 - 2010.04
On-Site Account Specialist Manager /Recruitment Consultant
Randstad Recruitment
2006.06 - 2007.05
Customer Account Manager
Black and White Mortgages and Loans Group
2003.01 - 2006.06
Telemarketing Advisor
HSBC Bank
2000.07 - 2002.11
HND - I.T. and Multimedia Studies
Glasgow College of Building and Printing
1998.08 - 2000.05
National Certificate - Computing
Langside College
1997.08 - 1998.06
Standard Grades, Highers - undefined
Kings Park Secondary School
1991.08 - 1997.06