Osman Ghafoor
Rochdale
Summary
Highly skilled professional with extensive expertise in data analytics, quantitative methods, and customer service excellence. Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook. Demonstrates strong organisational skills and problem-solving abilities, with a proven track record in meeting targets and enhancing brand loyalty. Adept at production planning, vehicle routing, demand forecasting, and warehouse planning. Experienced in using simulation models, linear programming, and multiple regression for effective decision-making. Committed to delivering exceptional customer service through rapport building, customer needs assessment, and retention strategies. Career goal: to leverage analytical skills and industry knowledge to drive business growth and operational efficiency.
Energetic Sales and Retention Executive with knack for building lasting client relationships. Boosted customer retention rates by developing tailored solutions and addressing concerns promptly. Skilled in upselling and cross-selling, driving revenue growth through strategic initiatives and customer engagement.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
26
26
years of professional experience
5
5
years of post-secondary education
Work History
Sales and Retention Core Skills
Capita / Tesco Mobile Contact Centre
Bury and Preston Brook
12.2014 - Current
- Responding to incoming calls and reviewing accounts
- Ability to build productive rapport with customers and identifying customer needs
- Proactively upselling suitable product and providing customers alternatives to retain customer
- Resolve complex queries and maintain customer loyalty, Recording outcomes for monitoring and reference
- Familiarise with new products and services, adapting to ever changing industry
- Kept business in compliance with internal controls, industry regulations and health and safety requirements.
- Staying FCA and DPA compliant
- Handled calls over 30 calls a day, promptly and professionally using proven telesales skills. Promoting NPS
Aspire Management Programme
Capita Tesco Mobile
Bury
01.2017 - 01.2020
- Managed teams on secondment and temporary bases, managing new starters before they go into their own teams, personal development plans for each member
- Seconded for 3 months with an established team in 2019
- Leading and motivating each member of the team daily to achieve set sales target, running incentives to stay focused
- Acting as a Role Model, setting expectations and partnerships with the team and working to meet these
- Making sure each member of the team understands their reach targets and works to meeting these
- Impacting on Area Performance by Managing Tesco Mobile Lucent queues and advisor activity
- Completing fan mails, updating team with new processes and procedures
- Building relationships with all Tesco Teams such as planning, reporting team
- Performance management by completing 121’s, coaching sessions and personal development plans
- Dealing with company policy and procedures conduct failures, individual behaviours, taking appropriate actions for misconduct
Customer Service Advisor
O2
10.2006 - 12.2014
- Solid foundation on customer care and relations, with vast experience in the field
- Excellent temperament to deescalate irate customers
- Assisted customers with varying questions using product knowledge and service expertise.
- Patiently expressing care and empathy
- Highly motivated and driven to achieve set goals and targets
- Exceeded KPI targets when providing customer support via phone, email and chat.
- Answered customer telephone calls promptly and improved on-hold wait times.
Sales first Key Holder
T J Hughes
Rochdale
08.2003 - 06.2005
- Company Overview: (Retail)
- Face to face customer services: Demonstrated excellent product knowledge to assist customers with purchases.
- Responded proactively to customer complaints, leading to improved relations and repeat business.
- Managed merchandise displays-enhanced customer engagement levels significantly.
- Maintained visual merchandising standards to attract potential customers.
- Balanced tills at the end of each shift for accurate accounting.
Undergraduates Placement
Tibbett & Britten Group
West Thurrock and Long Eaton Site
08.2002 - 07.2003
- Understanding the whole operation and the relation between Tibbett & Britten and Asda George German group.
- Duties Included: Business planning and forecast, identifying areas needs improving and offering solutions, Monitoring the staff in German Contract and kronos edit, daily and weekly performance report, KPI Reports, Conference calls, updating daily reports and Revenue Report
- Skill level achieved – Team leader skills, working together, delegating tasks, Communication skills (face to face and Telephone conferences), shift briefs (speech), problem solving, IT (data entry, spreadsheets and word power)
Fashion Logistics Castleton
Castleton
01.1999 - 06.1999
- Company Overview: (Tibbett & Britten Group)
- Responsible for receiving and completing administrative paperwork of up to twenty deliveries per day from Woolworth’s manufacturers
- Storing garments in the right aisles, by using the right picking code
- Assisted other staff members with picking and labeling of garments
- (Tibbett & Britten Group)
Education
BSc (Hons) - Transport & Logistics Management
University of Huddersfield
Huddersfield 09.2000 - 06.2004
GNVQ - Retail & Distribution Advanced, Retail & Distribution Intermediate, Foundation Math’s Level 3, Information Technology Level 1, Information Technology Level 2
Hopwood Hall College
Rochdale 09.1997 - 05.1999
Skills
- Product knowledge expertise
- Knowledge of gdpr compliance
- Problem solving
- Meeting targets
- Telecommunication
- Teamwork
- Working under pressure
- Mobile sales application proficiency
- Data analytics
- Rapport building
- Customer retention strategies
- Upselling techniques
- KPI tracking
- Brand loyalty development
Custom
References available upon request
Timeline
Aspire Management Programme
Capita Tesco Mobile
01.2017 - 01.2020
Sales and Retention Core Skills
Capita / Tesco Mobile Contact Centre
12.2014 - Current
Customer Service Advisor
O2
10.2006 - 12.2014
Sales first Key Holder
T J Hughes
08.2003 - 06.2005
Undergraduates Placement
Tibbett & Britten Group
08.2002 - 07.2003
BSc (Hons) - Transport & Logistics Management
University of Huddersfield
09.2000 - 06.2004
Fashion Logistics Castleton
01.1999 - 06.1999
GNVQ - Retail & Distribution Advanced, Retail & Distribution Intermediate, Foundation Math’s Level 3, Information Technology Level 1, Information Technology Level 2
Hopwood Hall College
09.1997 - 05.1999
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