Sikander Khan
Lahore
Summary
Over 10 years of experience in the B.P.O. industry, progressing from Customer Service Executive to Operations Leader. Proven ability to manage both voice and non-voice processes, achieving significant results through dedication and efficiency. Committed to fostering a competitive work environment that encourages team participation and growth. Strong aptitude for balancing management objectives with employee needs, enhancing overall adaptability and productivity. Inspirational leader with a strong background in team management and operational excellence. Cultivated high-performing teams through effective training and performance monitoring, driving customer satisfaction and engagement. Leveraged data-driven insights to identify and mitigate risks, ensuring the highest quality of service delivery.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Manager
Concentrix
KL, Kuala Lumpur, Malaysia
10.2024 - Current
- Lead and mentored team of content moderators to achieve high-quality moderation decisions.
- Evaluated tools and processes, collaborating with policy teams to refine strategies.
Analyzed market trends in user-generated content to identify emerging risks using data-driven insights. - Responded to critical incidents involving harmful content, ensuring timely actions.
- Maintained strong understanding of global content policies and legal developments.
- Monitored team performance by setting KPIs, providing feedback, and developing PIPs for underperformers.
- Conducted training sessions on policies and emerging trends to keep the team informed.
- Oversaw enforcement of community guidelines and platform safety standards.
- Adapted quickly to changes in content policies, ensuring compliance with updated regulations.
- Managed high volumes of content under tight deadlines, prioritising tasks based on severity and impact.
Lead Supervisor
Ibex
Lahore
01.2023 - 10.2024
- Implemented training programs for new hires and clients to enhance service quality.
- Ensured compliance with legal standards while monitoring call queues for efficiency.
- Developed and enforced Customer Satisfaction procedures in line with company policies.
- Facilitated continuous communication with supervisors to align on targets and improve agent performance.
- Provided guidance and feedback during onboarding of new employees and addressed staff inquiries.
- Participated in training sessions to address client issues and enhance resolution skills.
- Assisted in establishing performance targets for teams and individuals to drive results.
- Led team of 25+ staff, overseeing daily operations and driving performance through targeted coaching.
- Led change management efforts, minimising resistance and ensuring smooth transition during organisational changes.
- Spearheaded promotional campaigns, coordinating with marketing to maximise reach and engagement.
- Greeted and assisted all customers daily in high-traffic retailer.
Team Coach
Ibex
Lahore
07.2021 - 01.2023
- As Team Coach (Operations) - I keep track of key performance indicators (KPIs) across different functions, mainly Customer Satisfaction, AHT and RCR.
- I manage hourly staffing compliance along with CSE and OPS scheduling on weekly basis.
- I am tasked to monitor compliance with workplace operational policies and the progress of operational tasks.
- I have managed to retain a goal oriented sustainable team with lowest attrition rate in the organization.
- I have always believed that everyone on production floor is my responsibility instead of just focusing on needs of my assigned team members.
- I have been leading, monitoring, and supervising (ATLs) Active Team Leads to achieve goals that contribute to the growth of the organization.
- I have been motivating and inspiring Walmart Voice Champions by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility in the evening rotations where I was encouraged to take lead of the production floor in absence of Reporting Managers.
Customer Service Representative
Ibex
Lahore
04.2020 - 07.2021
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Helped company attain the highest customer service ratings (as determined by external auditors)-earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Manage upset customers, conflicts and challenging situations.
- Deliver outstanding service Recognized as one of the top Customer Service Rep (out of 200 rep in division) Ranking was based on customer satisfaction, speed of resolution and availability.
Sales Supervisor
Pakways International
Lahore
01.2020 - 05.2020
- Managing the team and helping them in their sales.
- Sales closing and maintaining log.
- Reporting of data to management along with the monthly and weekly stats.
- Worked as sales representative, use to deal with the clients based in US to sell them Electricity and GAS over call.
- A commission based job which depends on the number of sales.
- Selling products by establishing contact and developing relationships with prospects.
- Maintaining relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.
Team Lead
Ibex
Lahore
01.2019 - 02.2020
- Joined The Resource Group (TRG) in Feb 2019 again - working as a Team Lead in Careem Project.
- Major Requirements to be fulfilled is maintaining Customer Satisfaction (CSAT), ensuring the promised tasks meeting the deadline on daily basis.
- Since I have worked on email correspondence as well my job was to ensure that every agent is maintaining the Quality work.
- Team Management.
- Client management.
- Spot checks for ensuring quality Information flow to agents ensuring that agents are complying with all the norms and protocols of company & client.
- Maintaining daily, weekly and monthly stats and data base of all data related to agents and clients.
Customer Service Representative / CSR
Abacus Consulting
Lahore
04.2017 - 08.2018
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
- Researched complex problems and solved issues in a timely manner.
- Managed total department highest email volume.
- Works majorly in process improvement strategies.
- Worked on strategies for improving CSAT of the project.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Motivated and trained employees to maximize team productivity.
- Reviewed documentation such as process and manuals.
- Worked as trainer as well, training the new hires.
- Developed and rolled out new policies.
- Worked with support teams to resolve issues with product and process related issues.
Customer Service Representative / CSR
Ibex
Lahore
11.2015 - 04.2017
- Handled claims consistent with clients and cooperate policies.
- Best practices and regulations.
- Identified potential shoplifts and alerted management.
- Can manage large amount of inbound and outbound calls in a timely manner.
- Follow communication 'scripts' when handling different topics.
- Identify customer's needs, clarify information, research every issue and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by talking with extra mile.
- Keep records of all conversations in our call center database in a comprehensive way.
- Meet personal/team qualitative and quantitative targets.
- Works majority on in email correspondence department.
- Excellent customer handling skills on emails/calls.
- Responded to all customers inquiries thoroughly and professionally.
Education
Diploma - Digital Marketing
AIRNUST INSTITUTE OF MEDICAL SCIENCES & TECHNOLOGY
Islamabad2021
F.A -
Private
Lahore01.2017
Matriculation -
Unique School system
Lahore01.2013
Skills
- Client/ Vendor Relation
- Coaching
- Communication Skills
- Customer Service
- Dependable
- Development
- Flexible
- MS Excel
- MS PowerPoint
- MS Word
- Problem Solving
- Reliable
- Motivate and energize
- Staff
- Staff/training policy
- Task Management
- Team player
- Team-Builder
- Validated ability to
- Team leadership
- Performance monitoring
- Customer relationship management
- Content moderation
- Conflict resolution
- Process improvement
- Operational support
Certification
Thrive in Transition, Ibex Global, 2024-04-01
Languages
English
Upper Intermediate
B2
Urdu
Upper Intermediate
B2
Punjabi
Upper Intermediate
B2
Awards
- Employee of the month, 2024
- Top Lead Supervisor Reorganization, 2024
- Supervisor One Quarterly Award, 2022
Hobbies and Interests
- Sports
- Outing
Personal Information
- Functional Areas: Client Services & Customer Support
- Total Experience: 8 years working experience in the B.P.O. industry at every level right from the Customer Service Executive to the Operations Leader (Team Coach). Experience of handling both 'voice' and 'nonvoice' process to attain the peak of success with my hard work and potential in shortest possible time. My aim is to yield better work prospective to the organization, and a competitive working environment to my subordinates with full encouragement and wholehearted participation. I believe that I have a good aptitude to maintain an equilibrium between management and the employees which results in better adaptability to the working environment.
Timeline
Team Manager
Concentrix
10.2024 - Current
Lead Supervisor
Ibex
01.2023 - 10.2024
Team Coach
Ibex
07.2021 - 01.2023
Customer Service Representative
Ibex
04.2020 - 07.2021
Sales Supervisor
Pakways International
01.2020 - 05.2020
Team Lead
Ibex
01.2019 - 02.2020
Customer Service Representative / CSR
Abacus Consulting
04.2017 - 08.2018
Customer Service Representative / CSR
Ibex
11.2015 - 04.2017
Diploma - Digital Marketing
AIRNUST INSTITUTE OF MEDICAL SCIENCES & TECHNOLOGY
F.A -
Private
Matriculation -
Unique School system