Mohammed Tauseef Javeed Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Dubai, United Arab Emirates

• Develop plans and strategies for developing business and achieving the company’s sales goals.• Create a culture of success, ongoing business and goal achievement.• Manage the sales teams, operations and resources to deliver profitable growth.• Manage the use of budgets.• Hire and develop sales staff while defining optimal sales force structure.• Define and oversee sales staff compensation and incentive programs that motivate the sales team to achieve their sales targets.• Define and coordinate sales training programs that enable staff to achieve their potential and support company sales objectives.• Manage customer expectations and contribute to a high level of customer satisfaction.• Define sales processes that drive desired sales outcomes and identify improvements where and when required.• Put in place infrastructure and systems to support the success of the sales function.• Provide detailed and accurate sales forecasting.• Compile information and data related to customer and prospect interactions.• Monitor customer, market and competitor activity and provide feedback to company leadership team and other company functions.• Work closely with developers to establish successful support, channel and partner programs.• Manage key customer relationships and participate in closing strategic opportunities.• Travel for in-person meetings with customers and partners and to develop key relationships.• Attend and actively participate in senior staff meetings, offering ideas, insights and recommendations on firm policies regarding sales, new business and other topics that ultimately impact the overall quality of the firm.• Consistently demonstrate ability to successfully problem-solve whenever challenges arise.• Write strategic communication plans and campaign strategies that demonstrate creative approach.• Track record of achieving revenue goals in assigned market segments and providing growth.• Manage and mentor Associates, Team Leaders and Managers.

Boone, North Carolina, United States

 Spearheaded the Customer Support strategies to improve the resolution rate and revenue of InfiniteWP while facilitating the launch of new products like WP Time Capsule & Pura. Developed a workflow to cultivate a Customer Driven Product Approach which has customers raving about our product and drastically improved revenue numbers. Managed customer interactions 24/7 via Calls, E-Mail and Chat for International clients using tools such as FreshDesk, UserVoice and HelpScout. Trained, monitored and provided 1:1 feedback to new agents on customer support strategies and focused mainly on improving the Quality of support provided to customers. Motivated team members during performance reviews and helped them to develop strategic ideas to reduce ticket volume without affecting the resolution rate. Proficient in ensuring delivery of high quality services to support customer's business needs and achieving continued high customer satisfaction while increasing revenue steadily. Published KB articles and performed Root Cause Analysis for frequently logged issues and ensured adherence to process and policies by reviewing call, chat and email transcripts. Drafted customer service articles on a monthly/weekly basis to track the ticket volume trends and shared it as a timeline to our clients and customers. Collaborated with the development, testing and support teams to implement wave releases so as to avoid a buggy product being shipped out to all clients in a single shot. Determined the daily responsibilities and set goals for team members which would be tracked every quarter for the rewards and recognition program. Conducted training modules on newly implemented updates to keep the agents up-to-date while also organizing refresher modules for agents with low scores. Analyzed the performance of sub-ordinates, provided coaching in the areas required and shared best practices with the team.

Chennai Area, India

✓ Managed a team of analysts, engaged in monitoring and analyzing online consumer conversations, to provide actionable insights to help clients make strategic purchase and sales decisions via daily, weekly, bi-weekly and monthly reports.✓ Setup the Social media analytics tool (Brandwatch & Radian6) for correct and accurate results to support the delivery and business development teams.✓ Performed analysis of consumer conversations using listening platforms to provide meaningful insights around key trends, topics of discussion, sentiment, users perception around the brand & competition and identified key influencers and opinion leaders.✓ Liable for client interaction, process improvement and overall management of the project.✓ Played a key role in capturing and presenting consumer data from social media to understand attitudes, opinions, and trends and also to manage online reputation for clients, varying from profit to nonprofit based businesses.✓ Experienced in working on popular social media monitoring tools (Radian6 and Brandwatch) and social media management tools (SproutSocial, HootSuite, Twitterfeed, etc.)✓ Prioritized and Assigned workload for self and team members to meet project timelines.✓ Designed the quality scoring tracker for error tracking and scoring of reports for the team. ✓ Streamlined the QC monitoring process with simplified templates and made improvements to reports as part of the QC role.✓ Trained new team members on report writing & business analytics and prepared templates & documented best practices for various clients.

Chennai, India

 Experienced in troubleshooting hardware issues for Enterprise clients through voice and nonvoice mediums of communication on Latitude, OptiPlex and Vostro models. Was the ‘Resolution Expert’ with Highest Resolution Rate (RR %) for the period served and attained ‘BEST’ in all performance-based metrics. Intensively trained at the DELL Badge Site in Bangalore for screening dispatches with efficiency and maximum accuracy.  Consistently identified process gaps and visited customer sites to reduce part wastage as a component of Warranty Cost Metrics assigned by Dell. Specialized in identifying errors in dispatches and make improvements wherever possible before approving the same to be delivered to clients. Responsible for providing corrective feedback and developing TNA plans to ensure resolution on first call by monitoring Calls, Chat Sessions and E-Mail transcripts. Won the award for ‘Best Dispatch Analyst / Quality’ for 6 consecutive Quarters from Q3 ’12 till Q4’13 for LEP Chennai.

Chennai, Tamil Nadu, India

 Played a vital role in supporting customers to solve hardware and software issues encountered in various Dell products via call and through remote support. Got promoted as internal Sales Lead within the initial 3 months for attaining highest revenue in upselling on technical support calls. Achieved highest ‘Margin per Call’ and ‘Revenue per Call’ while serving customers having existing hardware and software warranties with Dell. Trained in Dell’s cloud computing & storage software called Data Safe Online.  Won the ‘Top Revenue Grosser Award’ and ‘100% Attendance Award’ consecutively for 3 quarters in a row.

Bachelor Of Technology (B.Tech.), Information Technology

Master Of Business Administration - Mba, Business Administration, Management And Operations

Bachelor Of Technology - Btech, Information Technology