IBRAHIM GAFFAR SOPARIWALA

Key Responsibilities:

• Supervised a team of 20 agents handling outbound Lead generation for Mahindra & Mahindra automobile inquiries(XUV 700,BE 6 & XEV 9E).
• Ensured daily, weekly, and monthly lead targets were met as per client KPIs.
• Conducted regular coaching, training, and quality audits to improve team performance and lead conversion rates.
• Maintained strict adherence to process SLAs, compliance, and quality standards set by Mahindra & Mahindra.
• Prepared and analyzed performance reports (AHT, Conversion %, Lead Accuracy, Call Quality).
• Acted as a point of contact for client communication, daily stand-ups, and feedback sessions.
• Managed CRM entries, lead status updates, and follow-ups to optimize the sales funnel.
• Handled escalations effectively while ensuring customer satisfaction and issue resolution.

Key Performance Metrics:

• Daily Leads Generated: [200 Leads/Day]
• Conversion Rate: [10–12%]
• Quality Score: [ >90% adherence to QA].
• Team Attrition: Maintained at
• Agent Productivity: Monitored via call handling time, follow-up closures & CRM accuracy

Skills & Tools:

• Lead Generation & Sales Funnel Management
• Team Handling & Performance Coaching
• CRM Tools (e.g., Salesforce, Convox,)
• Excel Dashboards & MIS Reporting
• Quality Monitoring & Feedback Delivery
• Excellent Communication & Interpersonal Skills
• Conflict Resolution & Escalation Handling

• Lead a team of 15+ customer service associates handling inbound voice support for VMO2 (Virgin Media O2), a leading UK telecom provider.
• Supervise day-to-day operations including scheduling, queue monitoring, and SLA tracking for metrics such as AHT, CSAT, FCR, and shrinkage.
• Conduct one-on-one coaching, call audits, and team huddles to drive performance improvements and ensure quality adherence.
• Handle customer escalations, technical complaints, and billing issues while maintaining professionalism and empathy.
• Liaise with training, quality, and workforce management teams to ensure seamless process transitions and updates.
• Generate and analyze daily/weekly performance reports to identify trends, gaps, and actionable insights for continuous improvement.
• Play a key role in mentoring high-potential team members and supporting team engagement activities to enhance morale and retention.
• Reduced waste and improved product quality by closely monitoring production processes and identifying areas for improvement.
• Developed and executed strategies for continuous process improvement, resulting in reduced cycle times and increased throughput.
• Analyzed data to identify trends, monitor progress, and make informed decisions on necessary changes to drive results.

• Provided voice-based support for JP Morgan Chase customers across the U.S. region, handling banking and financial service queries.
• Assisted clients with billing disputes, online banking access, balance inquiries, and fraud reporting.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Managed high call volume with 150 + calls daily with exceptional time management skills, minimizing wait times for customers.
• Maintained strict compliance with financial regulations, security protocols (KYC, PCI-DSS), and data privacy guidelines.
• Delivered empathetic and accurate customer service while meeting performance metrics such as CSAT, AHT, and FCR.
• Managed high-volume inbound calls with a focus on first-contact resolution, process accuracy, and risk mitigation.
• Escalated sensitive cases such as identity theft and account breaches to appropriate internal teams with detailed documentation.
• Recognized for achieving high customer satisfaction and contributing to team quality benchmarks.

• Provided End To End voice support for customers purchasing large appliances and furniture via Flipkart.
• Assisted with order tracking, delivery escalations, return/refund issues, and installation coordination.
• Maintained an average CSAT of 90%+ while handling over 60 calls daily, ensuring quick and empathetic resolution.
• Maintained an Average AHT of 230 seconds to deliver exceptional Customer service with FCR of 91%
• Worked closely with backend teams and 3PL vendors to resolve complex service logistics by raising Installation ticket on Jeeves for Replacement & Part replacement.
• Recognized as Employee of the Month (Dec 2020) and SME of the Month (Aug 2021) for consistently exceeding performance targets.
• Supported the training of new joiners and mentored peers on CRM tools and customer interaction best practices.

• Company Overview: Family Owned Business
• Family Owned Business