MD IRFANULLAH
DELHI
Summary
Results-driven senior supervisor with extensive experience in customer service and sales strategies within contact center technology and hospitality sectors. Proven ability to increase revenue through effective product upselling, lead generation, and sales trend analysis while ensuring strong client communication and after-sales support. Skilled in task delegation, report preparation, POS system management, and operational oversight to enhance performance. Expertise in software fault diagnosis, data recovery, and application installation, seeking to leverage supervisory and account management skills in a growth-oriented organization.
Overview
16
16
years of professional experience
Work History
Sr. Supervisor
IGT solutions pvt ltd
Gurugram
06.2024 - 02.2025
- Expertly delegated daily tasks to team members for maximised operational efficiency.
- Coordinated with other departments to streamline processes, enhancing overall business functionality.
- Managed shift rotas and holiday schedules, maintaining optimal staffing levels at all times.
- Conducted regular performance reviews, providing constructive feedback to promote employee development.
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Led staff training sessions on customer service excellence, enhancing team skills and knowledge.
- Monitored support responses, providing additional advice to resolve issues swiftly
- Fostered a positive working environment, encouraging teamwork and collaboration.
- Monitored support responses, providing additional advice to resolve issues swiftly.
- Responded to incidents quickly and calmly, seeking swift resolutions for minimal service disruption.
- Oversaw daily operations, maintaining high standards of customer service and operational efficiency.
- Implemented new training programmes, significantly improving team skills and performance metrics.
- Developed and monitored key performance indicators KPIs, driving continuous improvement initiatives.
- Organised staff meetings to discuss targets, celebrate achievements, and address concerns.
Restaurant Owner
Chai Sutta Bar (Franchise Restaurant)
purnea
12.2021 - 03.2024
- Balanced cash registers, reconciled transactions and deposited establishment's earnings.
- Ran operations successfully according to industry best practices and owner standards.
- Scheduled employees to keep shifts well-staffed.
- Maintained cleanliness and sanitation across food service, storage and preparation areas.
- Established strong relationships with local businesses and community organisations, enhancing the restaurant's profile and customer base.
- Oversaw financial management tasks, including budgeting, forecasting, and analysis, to ensure fiscal stability and growth.
- Utilised social media platforms effectively to engage with customers, promote special offers, and showcase the restaurant's offerings.
- Hosted successful events and private functions, tailoring services to meet diverse client needs and maximising venue profitability.
- Estimated food needs to place orders with distributors and schedule deliveries of fresh food and supplies.
- Oversaw use of ingredients to plan for costs and minimise food waste.
- Responded to complaints, taking appropriate action to turn dissatisfied guests into return guests.
- Established budgets and monitored operations to keep expenditure within budget.
- Analysed customer feedback to identify areas for improvement, leading to enhanced dining experiences and increased repeat business.
- Implemented a customer loyalty programme, rewarding repeat customers and encouraging positive word-of-mouth promotion.
Sr. Sales Supervisor
INTELLI ATLAS TECHNOLOGIES PVT LTD
NOIDA, INDIA
04.2018 - 04.2021
- Shared comprehensive brand and product knowledge to maximise sales.
- Addressed and resolved complex customer complaints to restore satisfaction and support customer loyalty.
- Used advanced sales and negotiation techniques to increase revenu and drive customer interest.
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Recruited and trained high-achieving sales teams, aiding company success against profit goals.
- Monitored sales leads and conversions, motivating and incentivising teams to continue increased business.
- Kept up to date with industry trends and relevant news to drive sales and increase business.
- Led by example to achieve sales and service targets while coaching to get maximum effort from teams.
Client Tech Support Associates
Dell International Services Pvt Ltd
Gurugram
01.2013 - 04.2014
- Provided step-by-step technical support to assist clients.
- Responded to customer inquiries via email, calls, and live chat regarding technical issues.
- Assisted customers with setting up new systems and applications.
- Diagnosed and resolved technical problems for clients using phone, email, and remote access tools to enhance satisfaction and minimise downtime.
- Utilised support tickets to manage and expedite incident resolution.
- Collaborated with external support services for intricate technical issues requiring specialised knowledge.
- Installed and configured applications for clients, including antivirus software and Microsoft Office.
- Updated software to enhance functionality and security.
- Maintained and repaired peripheral devices connected to laptops and desktops.
Technical Support Engineer
New VC Services Pvt Ltd
01.2011 - 10.2012
- Assisted customers via email, phone, and live chat to address technical issues and malfunctions.
- Resolved user requests in accordance with target timeframes.
- Diagnosed technical problems through remote access tools, enhancing user satisfaction and reducing downtime.
- Utilised support tickets for tracking incidents and facilitating quicker resolutions.
- Navigated customer computers using remote access to provide effective support.
- Upgraded hardware swiftly to limit service interruptions.
Customer Support Representative
VCare Call Center India Pvt Ltd
Noida
07.2009 - 06.2010
- Established rapport with customers through phone, email, and live chat interactions.
- Maximised customer satisfaction by resolving service issues in a timely manner.
- Developed strong client relationships and built a reputation for exceeding sales targets consistently.
- Managed inbound customer service calls, providing comprehensive product information and resolving queries effectively.
- Handled high-volume calls to address customer queries promptly.
- Assisted customers with product-related inquiries, feedback, and complaints.
- Performed well in quality assurance evaluations by applying performance feedback for personal development.
- Escalated complex issues to senior management to ensure swift resolutions.
- Addressed customer service inquiries accurately and efficiently.
Customer Sales Representative
VCustomer Services Pvt Ltd
10.2008 - 06.2009
- Facilitated communication and supported time management to meet sales targets.
- Assisted with customer service and promotional activities to help achieve sales goals.
- Nurtured relationships with customers contributing to retention rates.
- Participated in weekly meetings to discuss sales targets and share insights for improvement.
- Cultivated client relationships leading to an increase in repeat business.
- Cross-sold additional products and services to customers making purchases.
- Utilised CRM software to enhance customer communication and efficiency.
Education
Bachelor of Business Administration - Hospitality
Mangalam School of Management and Technology
New Delhi, India01-2008
Diploma of Higher Education - Computers
RAHMANI FOUNDATION
Munger, BR01-2005
12th - Science
DR. J M COLLEGE
Muzaffarpur, BR01-2004
10th - All Subjects
ABEDA HIGH SCHOOL
Muzaffarpur, BR01-2002
Skills
- Product upselling
- Customer interaction
- Sales strategies and techniques
- Customer service excellence
- Team collaboration
- Report preparation
- After-sales support
- Software diagnostics
- Data recovery solutions
- Software installation and updates
- Antivirus software management
- Application setup
- Sales trend analysis
- Client communication skills
- Upselling proficiency
- Lead generation strategies
- Account management practices
- Point of sale systems
- Performance evaluation
- Customer satisfaction focus
- Operational efficiency improvement
- Staff training and development
- Relationship building skills
- Sales strategy formulation
- Time management expertise
- Customer engagement initiatives
M ILANGUAGES
English, Hindi, Urdu
English
Hindi
Urdu
Hobbies and interests
- Cricket
- Reading Religious Books
- Cooking
Accomplishments
- Increased sales by 100% while reducing costs by proving self training to colleagues, leading to achieve the monthly team target before the month's end.
- Improved customers postive reviews by successfully handling customer complaints and increased sales revenue by doing upsales.
Passport Details
- Passport number: AM450431
- Validity: 23-12-2035
Timeline
Sr. Supervisor
IGT solutions pvt ltd
06.2024 - 02.2025
Restaurant Owner
Chai Sutta Bar (Franchise Restaurant)
12.2021 - 03.2024
Sr. Sales Supervisor
INTELLI ATLAS TECHNOLOGIES PVT LTD
04.2018 - 04.2021
Client Tech Support Associates
Dell International Services Pvt Ltd
01.2013 - 04.2014
Technical Support Engineer
New VC Services Pvt Ltd
01.2011 - 10.2012
Customer Support Representative
VCare Call Center India Pvt Ltd
07.2009 - 06.2010
Customer Sales Representative
VCustomer Services Pvt Ltd
10.2008 - 06.2009
Bachelor of Business Administration - Hospitality
Mangalam School of Management and Technology
Diploma of Higher Education - Computers
RAHMANI FOUNDATION
12th - Science
DR. J M COLLEGE
10th - All Subjects
ABEDA HIGH SCHOOL