Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Timeline
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Mohammad Furquan Yousuf

Jammu and Kashmir

Summary

Dynamic Trainer with a proven track record at Teleperformance, excelling in employee training and coaching strategies. Expert in performance auditing and effective communication, I consistently enhance team capabilities and drive results. Recognized for developing impactful training content, I foster collaboration and elevate customer satisfaction through tailored coaching and support.

Overview

2
2
years of professional experience

Work History

Trainer (Voice Coach)

Teleperformance
Noida
02.2025 - Current
  • Delivered new hire and refresher training sessions, ensuring alignment with client and company standards.
  • Audited customer calls to assess quality, compliance, and performance.
  • Conducted one-on-one and group coaching sessions based on audit findings and performance metrics.
  • Participated in recruitment by interviewing and evaluating new hire candidates.
  • Supported agents during nesting by providing real-time guidance and performance feedback.
  • Collaborated with QA and Operations to align training, coaching, and feedback strategies.
  • Contributed to updating training content and SOPs based on process or client changes.
  • Maintained training and coaching documentation, and reported performance trends to stakeholders.

Customer Service Representative

British Telecommunications UK
05.2023 - 07.2024
  • Company Overview: Working in British Telecommunications UK, has been a wonderful experience, excellent work culture, respect work-life balance
  • Addressed customer service enquires quickly and accurately.
  • Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
  • Maximised customer satisfaction by resolving service issues promptly.
  • Assisted customers with product-related questions, feedback and complaints.
  • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
  • Handled high-volume telephone calls to address and resolve customer queries.
  • Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
  • Calculated costs incurred due to product damage or service failure and offered appropriate redress or remedial action, resolving customers' complaints.
  • Working in British Telecommunications UK, has been a wonderful experience, excellent work culture, respect work-life balance

Education

MSc -

Northumbria University
Newcastle, UK
01.2022

BTech - Civil Engineering

Islamic University of Science and Technology
Jammu and Kashmir, India
01.2020

Higher Secondary -

Tyndale Biscoe School
Jammu and Kashmir, India
01.2015

Skills

  • Employee training
  • Coaching strategies
  • Effective communication
  • Team collaboration
  • Performance auditing
  • Training needs analysis
  • Customer needs analysis
  • Project oversight
  • Project management proficiency
  • Risk assessment and method statement (RAMS)
  • Environmental impact assessment
  • Windows
  • IOS
  • MS Office

Hobbies and Interests

  • National level skier
  • Football
  • Snooker
  • Badminton
  • Cricket

Languages

  • English
  • Hindi
  • Arabic
  • Urdu

Timeline

Trainer (Voice Coach)

Teleperformance
02.2025 - Current

Customer Service Representative

British Telecommunications UK
05.2023 - 07.2024

MSc -

Northumbria University

BTech - Civil Engineering

Islamic University of Science and Technology

Higher Secondary -

Tyndale Biscoe School
Mohammad Furquan Yousuf