Osman Amla
Bolton,Greater Manchester
Summary
Accomplished professional specialising in KPI analysis, sales team training, and process improvement. Expertise in sales strategy execution, communication, and leadership development. Proven ability to achieve targets through effective performance analysis and stakeholder management. Skilled in sales reporting with a focus on driving results and enhancing team performance.
Overview
23
23
years of professional experience
2002
2002
years of post-secondary education
Work history
Sales Manger
Capsil- Passmefast
Manchester, Greater Manchester
03.2025 - Current
- Cultivated strong client relationships, driving significant business growth.
- Streamlined sales processes to boost team productivity and efficiency.
- Pioneered implementation of CRM systems for superior data management and customer relations.
- Optimised territory management to enhance market penetration.
- Devised successful sales pitches for significant conversion rates.
- Led high-performance sales teams, ensuring achievement of targets.
Sales Manager
Flavour Warehouse - Darwen
Darwen
05.2023 - 08.2025
- Lead and develop a highperforming sales team by setting clear objectives and providing ongoing coaching and training.
- Design and implement sales strategies based on market insights and business objectives, identifying opportunities for growth in the eliquid industry.
- Track and analyze sales performance using Microsoft Excel, ensuring accurate forecasting and reporting.
- Drive efficiency by refining sales processes, improving reporting accuracy, and enhancing the overall customer experience through upselling and crossselling strategies.
- Work collaboratively with marketing, product development, and customer service teams to align on business strategies and goals for Flavour Warehouse's eliquid products.
Sales Team Leader
O2/Telefonica
10.2010 - 01.2023
- Managed a team of 18 sales professionals, overseeing daily operations and consistently driving revenue expansion in mobile phones, data plans, and broadband services.
- Designed and facilitated monthly group training sessions and weekly one-on-one coaching to keep the sales team updated on products, sales techniques, and market trends.
- Analyzed sales data and performance metrics, including daily sales totals, customer feedback scores, and individual team sales targets, providing actionable insights for strategic decision-making.
- Identified and addressed inefficiencies in sales processes, leading to improved conversion rates and higher customer satisfaction.
- Conducted regular one-on-one coaching, performance evaluations, and tailored development plans to maximize team potential.
Customer Service Performance & Real-Time Analyst
O2/Telefonica
08.2007 - 10.2010
- Monitored and managed key performance metrics for over 500 employees, including call resolution time, customer satisfaction scores, and first call resolution rate, ensuring alignment with business goals.
- Developed and maintained weekly workforce schedules for about 300 team members to optimize efficiency in handling customer enquiries and support requests, using scheduling software and considering predicted call volumes and special events.
- Created comprehensive weekly and monthly reports, such as Call Wait Time Reports and Customer Satisfaction Trends, to inform senior management on performance trends and process improvement opportunities.
- Implemented strategies to streamline customer inquiry handling, contributing to reduced average chat duration.
Customer Service Advisor
O2/Telefonica
02.2003 - 07.2007
- Delivered outstanding customer service by efficiently resolving issues such as phone connection problems, billing inquiries, and service plan changes, ensuring high satisfaction rates.
- Applied critical problem-solving skills to handle customer enquiries and concerns with professionalism and efficiency, using troubleshooting techniques for technical issues and collaborating with other departments for complex problems.
- Maintained and updated customer records with accuracy using internal systems.
- Contributed to improvements in customer service metrics through efficient issue resolution.
Education
BSc (Hons) - Business & I.T.
Manchester Metropolitan University
GNVQ Advanced - Business
Sixth Form College, Bolton
GCSEs - undefined
Hayward Secondary School
Skills
- KPI Analysis
- Sales Team Training
- Process Improvement
- Sales Strategy & Execution
- Communication & Presentation
- Leadership & Team Development
- Performance Analysis & Reporting
- Stakeholder Relationship Management
- Target achievement focus
- KPI monitoring and analysis
- Sales reporting
LANGUAGES
English
Urdu
Gujarati
Timeline
Sales Manger
Capsil- Passmefast
03.2025 - Current
Sales Manager
Flavour Warehouse - Darwen
05.2023 - 08.2025
Sales Team Leader
O2/Telefonica
10.2010 - 01.2023
Customer Service Performance & Real-Time Analyst
O2/Telefonica
08.2007 - 10.2010
Customer Service Advisor
O2/Telefonica
02.2003 - 07.2007
GNVQ Advanced - Business
Sixth Form College, Bolton
GCSEs - undefined
Hayward Secondary School
BSc (Hons) - Business & I.T.
Manchester Metropolitan University
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