Lahore, Punjab, Pakistan
Motivated and experienced professional with a decade of experience in US-based campaigns, demonstrating a strong background in customer service, telesales, and team leadership. Proven track record of enhancing customer satisfaction, driving sales, and effectively managing teams. Adept at problem-solving, communication, and developing training materials. Also fluent in Urdu, Punjabi, and English
Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth. Reviewed completed work to verify consistency, quality, and conformance. Collaborated with other departments to develop effective solutions that meet customer needs.
As a Team Leader at MARG101 for a U.S.-based Durable Medical Equipment (DME) lead generation campaign, I was responsible for driving team performance, meeting sales targets, and ensuring quality lead delivery in a highly competitive and compliance-focused environment. My core duties included: • Leading a team of agents to consistently achieve and exceed daily and monthly sales targets • Providing comprehensive training and onboarding for new hires, including product knowledge, script adherence, and objection handling • Monitoring live calls and providing real-time feedback to improve conversion rates • Conducting regular performance reviews and implementing action plans to improve individual and team outcomes • Ensuring all calls and data processes complied with U.S. DME guidelines and HIPAA regulations • Creating a positive, high-energy team environment focused on accountability and results This role helped me develop strong leadership, coaching, and performance management skills, while deepening my knowledge of U.S. healthcare sales processes.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly. Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support. Asked probing questions to determine service needs and accurately input information into electronic systems.
Cross-sold additional products and services to purchasing customers.