Summary
Overview
Work history
Education
Skills
Timeline
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Mohammed Hussain

Nottingham,Nottinghamshirw

Summary

A call handling and call centre management professional, with a wealth of expertise and a proven track record of success. With over 9 years of experience in delivering exceptional customer service, optimising operational efficiency, and driving team performance to exceed KPIs under pressure. My success is reflected by my rapid progression to assuming leadership positions where I led by example, fostering a culture of excellence and continuous improvement.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work history

999 Operator

BT Group
Nottingham, East Midlands
04.2020 - Current
  • · Provided leadership and direction for team members which was between 15-18 people, supervising activities to drive productivity and efficiency.
  • · Fostered positive employee relationships through communication, training, and coaching.
  • · Difficult customer complaints and objections using empathetic, validating their concerns.
  • · Led performance reviews and facilitate professional development for team members.
  • · Reported on team performance to higher leadership, proactively offering action for areas of improvement.
  • · Coached team members through new or difficult workflows.
  • · Adopting communication skills to engage colleagues from different backgrounds successfully on new challenges.
  • · Supported team to overcome new challenges by identifying and addressing skill gaps in advance.
  • · Exceeding KPIs with achieving CHTs whilst taking between 200-300 calls per day.

Sales Advisor

Intesa Communications Ltd
Nottingham, Nottingham
09.2015 - 01.2020
  • · Inbound - Warmly greeted customers to establish positive first impressions and tailoring packages for each individual.
  • · Outbound Loyalty / Retentions - Finding solutions for customers who are looking to leave TalkTalk by actively listening and relationship-building techniques to assess customer needs and deliver viable solutions.
  • · Working independently or as part of team efficiently to achieve sale / retention targets.
  • · Having team leader responsibilities including tracking hourly stats, switching people between campaigns, and providing coaching feedback.

Education

BTEC - ICT

Castle College
Nottingham
09.2005 - 04.2008

Skills

  • Coaching and mentoring
  • Team Leadership
  • Real Time Analysis
  • Customer Service
  • Sales
  • Communication Skills
  • Problem-Solving

Timeline

999 Operator

BT Group
04.2020 - Current

Sales Advisor

Intesa Communications Ltd
09.2015 - 01.2020

BTEC - ICT

Castle College
09.2005 - 04.2008

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Mohammed Hussain