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, UK01.2022
BTech - Civil Engineering
Islamic University of Science and Technology
Jammu and Kashmir, India01.2020
Higher Secondary -
Tyndale Biscoe School
Jammu and Kashmir, India01.2015
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