Resume for Waqas S. for Supply Chain / Logistics / Consumer Services in Kowloon, Hong Kong (China)
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Waqas Khalid S.
Mobile: + , +
HKID: R, DOB: th July , Driving License: Dubai Valid Till March
Nationality: Pakistani, Email:
A management professional with an exceptional track record in Customer Services &
call center management, strategic sales, marketing and human resource management. Seeking a
challenging position with a dynamic organization to contribute accrued skills in formulating organizational
objectives and charting a mutually beneficial growth path.
CY Shipping Hong Kong
International Business Development Executive
Since Jan till Date
• Developing a strong Business relation with International agent.
• Coordination with International agents for there Nominated Cargo.
• Coordination with the sales team to get the rates by Air and Sea for overseas agents.
• Coordination with in house Operations team to arrange for the booking and transfer of shipments on
• Good Contact with in the UAE market and middle east Market for Export and Import.
• Monthly export of + ‘ & ‘ container by sea and + K/kg of by air cargo.
• Over + agents Network in the Sub continent and Middle
• Good local contact for export of Electronic /Garments/Computers/Tires/Gas Cylinders etc from Hong
Kong & China.
Telenor Pakistan Mobile Telecom Company From Norway
As Team Leader Call Center Customer Service & Telesales
Aug to Dec
• Managing, motivating, leading and directing a team of Direct Report customer relations / Telesales
• Live Call Evaluation, Timely Log in, Supervisor Calls, Feed back session with the CRO’s Maintain the
Quality SLA of %.
• Corporate Communication with in the organization and outside via emails. Preparing PowerPoint
Presentations for the Monthly Performance meeting with the Director.
• Responsible for achieving Teams Call volume on daily and on monthly basis.
• Training and updating teams on Sales & Customer Services Techniques, technical system usage and
• Responsible for achieving High First Call Resolution.
• Achieved .% in TDP performance appraisal for year & % in
• Responsible for analytical reporting of the daily Call Center Report .
• Back up to the Contact Centre Manager responsible for CRO, Back end teams
• Training New Hires and tenured CRO’S on advanced usage of systems like Siebel R, Geneva,
Tracker R, Criss Xpress, SLC Interface, NICE, DMS, Shop tool, CUCA, HLR, CMS Avaya,
Hyperion & Rock Tv .
• Created the Ideal of upselling form the Center to use the Avail time as Create Revenue
• My Team Contribution to Total up selling Revenue in months US $ ,.
• Team Leader of Team of the Month times
• Taking Decision on his behalf of the Assistant Manager Group as his backup.
• Part of Extended HR Team, responsible for conducting assessment sessions and panel interviews for
hiring Customer Relation Officers.
Selected as Backup Traffic Controller for Months with Telenor Call Center
• Managing, controlling, routing inbound call traffic via Avaya CMS supervisor software.
• Ensuring that all postpaid, prepaid, dealers and corporate calls are routed to available agents or
• Ensuring all the calls are answered within the set SLO Service level objective so as to avoid
over serving or under serving.
• Ensuring Adherence monitoring, breaks distribution to call center agents, maintaining call
center attendance and assigning alternate tasks to agents, maintaining STR Shift Traffic
Report, Adherence Monitoring Report etc.
• During my tenure as a Traffic controller I met the best service levels % by optimum
• Allocation of resources and effective queue management.
Crescent Standard Telecommunications Limited
Floor Manager/ Quality Manager Call Center
• Monitor the Telemarketing call for the Telecom Client Mobile.Orange, Vodafone, & T Mobile.
• Job Description included training new recruits for telemarketer.
• Managing the daily sales, Ensuring Quality sales to out client in UK.
• Managing Call center traffic Touch Star Software
Transfreight Shipping & Logistic
Assistant Manager Sales and Marketing
• Sales an MarkingÊof Sea & Air Shipments with local Clients and International Agents from Sub
• Making Cold calls to the Clients and follow up on the Inquiry.
• Coordination with the Liners for the best possible rates for the shipment
• Preparing the Customs Documentation & Customs Clearances from the ports in the UAE.
• Coordination with the Transporter to ensure the Delivery of the shipment on time Ê
• Specialist in DGR shipments clearing and export To/from UAEÊports
• Correspondences with the local agents and the courier companies.
• Good business relation with the Courier companies for small shipments DHL/ FedEx/ Aramax /TNT
• Export /Import of Electronics/Telecom Products/ Herbal Products/ Marble/Tiles/Air condition/
Outbound Tour in charge
Worked for Zeb Travels Pakistan as an Outbound Tour In charge for years with following
• Arranging Group &Individual Tours For Multinationals, Schools, Group Tours.
• Domestic Tours within Pakistan for Foreign Delegates.
• Conferences for Multinational Companies in Pakistan & Spain, Dubai, Oman.
• International Tours Cruises in Far East / Europe Star Cruises, Royal Caribbean Cruises, Am Track,
• International representative at Arabian Travel Mart for the promotion of Pakistan as a tourist
destination on behalf of the company.
• Booking Ticket’s using Word span, Abacus Reservation System.
• Preparing Quotation and designing Package at the start of the season and ensuring the level of
service provided by the Partner Hotel is as per our requirements.
• Negotiating rates with the Hotel’s , Transport Company and Airline for Individual and group
• Completed the CSE/TSE Training from TRG.
• Completed Certified Call Center Professional Program. From Eveready One world.
• Computer programming in Turbo C++.Professional Computer Training Institute
• Computer Hardware Assembling & Repair.Pakistan Technical Computer Institute.
• Global Distribution System.IATA, UFTAA, VIASINIC
• Reservation Systems Abacus, Word span.
• Basic & Advance Fare Calculation. Grace Institute Of Technology
• Computer Fare &Ticketing.Grace Institute Of Technology
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