Managing Digital marketing & Customer Service Teams, preparing work schedules and assigning specific dutiesSupervision of professionals including but not limited to Digital Strategists, Community Managers, Content Writers, SEO experts, Account Manager, Project Manager, Social Media Executives, Data Analysts, Paid Marketing experts, Art Managers, Graphic Designers, QA, Floor Supervisor, Campaign Managers and CSR'sOverseeing operations of Customer Service Department providing after sales support to customers via live chat, phone and emails. Customers were mainly based in UAE, Kenya, Nigeria, KSA and Pakistan and the support was for BlackBerry, BePhone and WIKO mobile phones.Regular supervision/coordination with the regional digital marketing agencies/freelancers responsible to support/ promote the brand locally on social media sites primarily. We were their sole POC and responsible to direct them per brand guidelinesReviewing sales and other performance data to measure productivity and goal achievement to determine areas of improvementEstablishing and implementing departmental policies, goals, objectives and proceduresDetermining staff requirements, interviewing and hiring new employees and overseeing personnel processesWorking very closely with Digital marketing & Customer Service business units to ensure timely delivery of milestones/projects and customer satisfaction and retention respectivelyResponsible for educating clients about the best practices pertaining to Internet marketingProviding holistic digital marketing solutions for brand’s growth and competitive advantage for our clients.

Directed a setup of 30+ staff of Call Centre agents, TL’s and supervisors to ensure that expected ROI is achievedProvide the team with monthly sales target and help them to achieve it by leading from the frontTraining, motivating and grooming Call Center staffOptimize the process of outbound dialing leads to ensure better productivityImproving dialing out processes to increase the ratio of RPC

- Ensuring quality assurance standards are met and to provide feedback and training to improve the performance of dialing executives/ Team leaders/ Supervisors. This includes remote and side by side monitoring sessions.- Provide training sessions and unit meetings to cover assigned daily training topics.- Directs the workforce of 15 TL’s/ Supervisors and up to 120 CSR’s.- Ensure adherence to all of the organization’s policies and procedures.- Fosters the development of subordinates- Monitor and track attendance histories/ daily attendance/ Attrition.- Training and evaluation of Supervisors, Team Leaders and verification officers- Develop and manage incentive plan for employees to ensure productivity- Working closely with upper management in developing short and long-term goals that are strategically aligned with organization’s focus and vision- Creates and nurtures an ongoing relationship with the clients to ensure their needs are met and contractual obligations are fulfilled- Receives and investigates all complaints concerning personnel and takes corrective or disciplinary actions.

- Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.- Coordinating with local job centers, schools and colleges- In-charge of placement of advertisements in the local and national press.- Ensuring that a superior level of quality/customer service is provided to customers on every call.- Monitor and track attendance histories/ daily attendance/ Attrition. - Enforce all department-related performance and productivity standards through monitoring of real time activities and reviewing production reports.- Provide training sessions and unit meetings to cover assigned daily training topics.- Handle escalated issues and taking the appropriate actions to resolve issues.- Recommend hiring, promotions, terminations or any other change of status of employees.

- Forecast volumes of calls and manpower requirements.- Handles Touch Star Predictive Dialer.- Client coordination.- Training and evaluation of Supervisors, Team Leaders and verification officers. - Accountability of targets and revenue generated.- Performance monitoring and setting of goals- Enforce policies and dress code.- Conduct group interviews with new comers- Dealing with unproductive and difficult employees/callers.

- Handling various US Mortgage Campaigns- Training and monitoring dialing executives.- Assigning Targets.- Ensuring that monthly targets are met.- Multi –Tasking as and when required- Client Coordination on regular basis for feedback and updates- Preparation of caller training manual including training and campaign materials

- Managing the daily activities of team(s) making outbound calls with the intention of selling and promoting products/services- Responsible to ensure that individual agents are performing against their targets, reviewing their performance and coaching/training them- Receive regular instructions/feedback from the RA pertaining to performance, targets to be achieved and attrition rate- Recruitment of new agents as and when required- Continuous monitoring of the agents while on calls and also help in terms of training, motivating, and coaching

- Making outbound calls to potential prospects both in B2B and B2C to sell products and services- Accomplishing sales and Organization mission by completing related results- Delivering prepared sales talks, providing information that describe products and services in order to persuade potential customers to purchase- Explaining products/services and prices, and answering questions from customers- Obtain customer information such as name, address and payment method and enter orders into the system - Adjust sales scripts to better target the need and interests of specific individuals- Listen to objections and handle them effectively

- Employee training program including product, soft skills and objection handling- Transaction Monitoring.- Coaching and Training of new employees- Monitor of the calls and provide assistance to sales representatives.- Day to day management of quality system activities- Conduct caller training sessions with the team leaders and supervisors.

Used Crystal Report to design several reports.Worked with SQL (Structured Query Language).Interacted with Foreign Students/Clients.