Naveed Mukhtar
Wolverhampton,West Midlands
Summary
A results-driven professional with extensive expertise in customer service and sales, B2C and B2B interactions, and team management. Demonstrates strong coaching and mentoring abilities, coupled with exceptional interpersonal skills. Proficient in Microsoft and CRM systems, known for being tenacious and meticulous. Committed to achieving outstanding results through effective leadership and strategic planning.
Proactive and driven individual with excellent communication and leadership skills, able to guide teams to achieve sales targets while fostering positive work environment. Skilled in customer relationship management and sales strategy development, ensuring smooth operations and effective team coordination. Ready to contribute to success of Team Manager/Leader role.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
Work History
Telesales supervisor and Quality Assesor
Tomato Energy
Birmingham, West Midlands
09.2024 - Current
- Utilised excellent direct sales techniques and rapport-building skills to convert warm leads into sales and always hit 120% productivity
- Established positive customer rapport using multiple communication channels.
- Handled escalated calls, resolving issues efficiently.
- Provided individual account support with business development managers to develop new sales.
- Also have been involved in quality marking of internal agents as well as outsourced partner calls to ensure accuracy, transparency and adherence to regulations.
Business Development Executive
Denturly/eldercate
09.2023 - 08.2024
- Started as Patient Success Advisor for Denturly one of UKs leading denture providers using 3D scanning and 3D printing of dentures
- After 2 weeks I was moved on to “eldercate” which is an online and interactive learning and activity provider for care home residents in the B2B world
- Successfully approached large care home chains like HC-One, MAC Care Homes etc
- By building lasting and fruitful relations with the Financial and Well-being directors
- Developed holistic advertising strategies to achieve revenue and awareness goals.
- On boarded 50 care homes a month even with facing challenges like no internet, no appropriate equipment like Laptops, tablets etc
- Attended and managed a stall at various care home shows including the NEC care home show and two in London to grow the business and build long term relations by selling the healthcare benefits of keeping their residents active and mentally stimulated
- Setup policies and procedures to ensure that Denturly are compliant with all CQC and NHS regulations by obtaining consent from Next Of Kin/relatives/power of attorney’s so an Informed and educated sale can be made
- Worked collaboratively with the marketing department to create impactful promotional materials for client pitches.
- This was a completely new direction for the business and I am solely responsible for liaising with care home managers, clinical leads and nurses
- My role involves convincing the home managers, finance directors about the benefits of having dentures produced within 2 weeks unlike the NHS which can take 4 months
- Identified opportunities to drive business growth, diversification and expansion.
Sales Manager
Senior Response
Birmingham, West Midlands
07.2018 - 09.2022
- Managing campaign for Age UK selling funeral plans on behalf of Age UK, this involved coaching, mentoring, performance management of 10 sales staff
- Duties included regular 121s and PDPs with the agents as well as motivating them daily
- Created and started a new campaign for Pure Cremations which involved the full cycle of recruitment, interview process, developing work instructions and then delivering the training as well as supporting the new starters through graduation bay
- Guided team members on best practices in upselling and cross-selling techniques, leading to enhanced customer value proposition.
Healthcare Relationship Manager
MAC Clinical Research
08.2014 - 03.2018
- I recruited patients with various ailments e.g., Dementia, depression to participate in phase 2 – 4 clinical trials
- Establish and develop relationships with key NHS stakeholders i.e., Practice managers, GPs, Relevant Hospital Departments., private customer / client groups, third sector organisations and patient support groups in addition to pharmacy chains
- I worked closely with NHS trusts and held events as well as giving lectures on studies especially in Dementia to a varied audience from a carer to CEO of the NHS trust
- Work closely with Research & Development departments to coordinate logistics of targeting wider patient groups
- Developed profound understanding of clients' businesses and industries, enriching conversations and achieving fair outcomes.
Team Leader (various Campaigns)
Tele-performance UK
Birmingham, West Midlands
11.2011 - 08.2014
- Leading teams, encouraging and promoting the attainment of team and individual targets, carrying out appraisals, disciplinary, training & development, coaching, mentoring, performance management and recruitment
- Campaigns included Npower B2C and B2B, Her Majesties Passport Services (IPS), LHR Airport Car Parks, Santander, John Lewis, Argos, O2, Scottish and Southern (selling Landlines, elderly customers)
Collections Manager
Virgin Media
03.2007 - 10.2011
- Managed a team of 14 agents taking in excess of 100 calls each per. I coached and mentored the staff to always achieve STRETCH targets while maintaining high morale and an excellent working environment.
- Carried out regular performance reviews, PDP plans as well as managing absence.
- Streamlined data management systems, improved operational efficiency in collections department.
- Harmonised operations across different departments by fostering effective interdepartmental communication channels.
Customer Services Trainer and Team Manager
British Gas
Solihull
06.2002 - 03.2007
- Was responsible for communicating courteously with customers by telephone, email and face to face Long-standing problems that have been passed over by customer service assistants
- Facilitated soft skills training, improving communication and interpersonal abilities improving retention by 22%
- Dealing with backend account processing and amalgamation
- Fostered an environment conducive to learning through engaging and supportive coaching methods.
- Responsibility for skills audit, allowing identifying strengths and weaknesses amongst staff
- Holding regular meetings with various departments to ensure the process key performance indicators are met
Education
Bachelor of Science - Pharmaceutical Sciencess
Liverpool John Moore’s University
Liverpool 06.1992 - 07.1995
Skills
- Customer Service and Sales
- B2C and B2B
- Coaching and Mentoring
- Team Management and leadership skills
- Interpersonal Skills
- Tenacious and meticulous
- Proficient in Microsoft and CRM systems
- Results Driven
Affiliations
- Snooker, reading books, badminton, outdoors and travelling
Accomplishments
Dementia Champion with Alzheimer's Society
Timeline
Telesales supervisor and Quality Assesor
Tomato Energy
09.2024 - Current
Business Development Executive
Denturly/eldercate
09.2023 - 08.2024
Sales Manager
Senior Response
07.2018 - 09.2022
Healthcare Relationship Manager
MAC Clinical Research
08.2014 - 03.2018
Team Leader (various Campaigns)
Tele-performance UK
11.2011 - 08.2014
Collections Manager
Virgin Media
03.2007 - 10.2011
Customer Services Trainer and Team Manager
British Gas
06.2002 - 03.2007
Bachelor of Science - Pharmaceutical Sciencess
Liverpool John Moore’s University
06.1992 - 07.1995
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