Summary
Overview
Work History
Education
Skills
Timeline
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Mansoor Ahmed

Plainfield

Summary

Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

25
25
years of professional experience

Work History

Call Center Team Lead

CEVA Logistics
07.2017 - Current
  • Very familiar with CCaaS solutions - Genesis cloud
  • Training all agents constantly on Genesis cloud and constant updates
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
  • Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
  • Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
  • Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
  • Recommended products to customers, thoroughly explaining details.
  • Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
  • Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
  • Contributed to company growth by consistently meeting or exceeding sales targets through exceptional team leadership.
  • Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.
  • Boosted employee morale with regular recognition programs, fostering a positive work environment that encouraged productivity.
  • Balanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction.
  • Responded to customer requests for products, services, and company information.
  • Collaborated with other departments to ensure seamless coordination of efforts towards shared organizational goals.
  • Maintained up-to-date knowledge of industry trends and best practices, utilizing this information to guide the team''s ongoing development.
  • Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Created team rotations to man center effectively during peak hours.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Trained new personnel regarding company operations, policies and services.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Implemented and developed customer service training processes.
  • Oversaw team of 20+ agents focused on warranty calls.
  • Supervised 20+ agents in providing excellent customer service to callers requiring assistance for mobile phones and warranty issues.

Owner

HSN Computer Solutions LLC
01.2009 - Current


  • Oversee daily operations, ensuring all tasks are completed accurately and efficiently by team members.
  • Increase customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Manage financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Consult with customers to assess needs and propose optimal solutions.
  • Hire train, and manage a high-performing team of employees dedicated to achieving company goals.
  • Train and motivate employees to perform daily business functions.
  • Implement marketing strategies to increase brand awareness and attract new customers.
  • Establish a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
  • Negotiate contracts with suppliers for better pricing and terms, reducing overall costs for the business.
  • Establish foundational processes for business operations.
  • Achieve financial growth with strategic planning, cost control measures, and targeted marketing efforts.
  • Enhance operational efficiency and productivity by managing budgets, accounts, and costs.
  • Evaluate industry competition regularly to maintain a competitive advantage in the marketplace.
  • Successfully navigate challenging economic conditions by making informed decisions that protected the business''s financial stability.
  • Monitor market conditions to set accurate product pricing and take advantage of emerging trends.
  • Ensure regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
  • Streamline operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
  • Lead negotiations for major contracts, securing favorable terms that significantly reduced costs.
  • Achieve significant cost savings by implementing energy-efficient solutions across company facilities.

General Manager

Staples Inc.
09.2007 - 10.2008
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Championed continuous improvement initiatives that enhanced operational performance across all departments.
  • Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Improved operational efficiency by streamlining workflow processes and adopting cutting-edge technology.
  • Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
  • Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.

Assistant Manager

Staples Inc.
11.2005 - 09.2007
  • Conducted Payroll management
  • Ran Copy Center
  • Made sure Receiving was organized and running smoothly
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Monitored sales trends to adjust pricing strategies for optimal profitability.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
  • Developed marketing strategies to attract new customers, increasing foot traffic.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Enhanced team productivity by streamlining operational processes.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Supervised day-to-day operations to meet performance, quality and service expectations.

Director IT-Training

Codman Square Technology Center (Codman Square Health Center)
06.2003 - 08.2005
  • Was in-charge of all Technology training
  • Instruct the A+ and Network classes
  • Worked one on one with students as needed
  • Made sure all computers in the building were well maintained at all times
  • Assisted Network Administrator in maintaining networks in the building
  • Assisted with development of new youth programs
  • Developed new technology programs for both youth and adults
  • Was in-charge of recruiting new students
  • Assisted in placement of students after graduation
  • Formed collaborations in the community for IT needs
  • Assisted Director of Youth and Technology with instruction of the Technology goes home classes
  • Made sure all Health Center policies were followed at all times within the building
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
  • Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.

Executive Director

Insight Computer Training Center, Inc.
01.2000 - 01.2003
  • Maintained all PC's by logging all problems and conducting investigations
  • Developed plans and procedures on how to overcome problems
  • Conducted QA on all software installed in classrooms and made sure everything ran smoothly
  • Made sure all technicians were constantly servicing PC's and performing QA during the weekend and especially before class
  • A+ Instructor
  • Provided constant Tech Support
  • Constantly developed quality standards and procedures
  • Installation of Operating Systems
  • Marketing
  • Advertising
  • In-charge of 21 counselors
  • Oversaw Overall Operations
  • Was in-charge of all accounts
  • Made sure all counselors were following up with all prospects
  • Oversaw all instructors
  • Was in-charge of all executive decisions

Education

Associate of Science -

Wentworth Institute of Technology
Boston, MA
02-1992

Skills

  • Customer service excellence
  • Problem-solving skills
  • Attention to detail
  • Problem-solving abilities

Timeline

Call Center Team Lead

CEVA Logistics
07.2017 - Current

Owner

HSN Computer Solutions LLC
01.2009 - Current

General Manager

Staples Inc.
09.2007 - 10.2008

Assistant Manager

Staples Inc.
11.2005 - 09.2007

Director IT-Training

Codman Square Technology Center (Codman Square Health Center)
06.2003 - 08.2005

Executive Director

Insight Computer Training Center, Inc.
01.2000 - 01.2003

Associate of Science -

Wentworth Institute of Technology

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Mansoor Ahmed