Raheel Khan

• Spearheaded the transition of a prestigious Voice Sales Line of Business to Bangalore, previously retained in-house by the client.
• Proposed and executed a pilot program with 6% headcount, outperformed the client’s onshore team, and successfully gained their confidence for a full-scale transition.
• Scaled operations by increasing headcount by 600% within one year.
• Designed and implemented operational frameworks, including:

Hiring Thresholds: Developed recruitment benchmarks to ensure the selection of high-performing agents.
Training Frameworks: Revised and delivered training content, updated onboarding processes, and created detailed on-the-job training schedules for new hires.
Role Definitions: Defined clear responsibilities and performance metrics for Agents, SMEs, Team Leads, QAs, and Trainers, ensuring operational efficiency and accountability.

• Collaborated with clients to enhance conversation frameworks, sales aptitude, and coaching techniques, aligning support staff with business goals and ensuring customer-centric sales practices.
• Developed performance-driven incentive structures to improve sales outcomes, motivating teams and maintaining consistency across LOBs.
• Fostered a high-performing culture by implementing daily stand-ups, coaching triads, weekly/monthly/quarterly performance reviews, and recognition programs.
• Designed and implemented incentive plans that not only drove exceptional sales performance but also elevated gross margins by 180% by aligning team goals with profitability metrics, ensuring sales efforts contributed to both revenue and cost optimization.
• Facilitated Annual Operating Plan meetings to drive continuous improvement, monitor progress, and maintain operational excellence.
• Proposed and executed targeted outbound campaigns, driving a 38% headcount increase and further improving sales performance.

• Led the end-to-end experience for new hires, from recruitment through to their first 90 days post-training, ensuring seamless integration into the team.
• Collaborated closely with Recruitment Teams to ensure timely closure of hiring processes, aligning talent acquisition with program needs and business goals.
• Worked with Training Teams to design and deliver comprehensive onboarding programs, ensuring new hires were equipped with the necessary skills and knowledge for success.
• Implemented a Transition Framework to ensure new hires were well-connected to the program, aligned with team objectives, and supported throughout their early days to ensure a smooth onboarding process.
• Partnered with the Onboarding HR Experience Team to ensure alignment with organizational goals, enhancing the overall new hire experience and fostering long-term engagement.
• Proactively identified areas of improvement in the transition process, making adjustments to optimize training, onboarding, and integration for new hires.

• Managed a team of 20 agents, delivering exceptional customer service and achieving superior sales performance.
• Provided daily coaching and feedback to team members to ensure high levels of productivity and engagement.
• Implemented strategies that improved team performance, including sales optimization techniques, customer care best practices, and process improvements.
• Fostered a positive team culture by setting clear expectations and promoting accountability.

• Supported the team leader in managing agent performance and ensuring customer satisfaction.
• Assisted with training, coaching, and mentoring new and existing agents to improve their sales and customer service skills.
• Contributed to the development of new processes to streamline operations and improve overall team performance.

• Provided deep knowledge of product offerings and resolved escalations to ensure customer satisfaction.
• Led refreshers and huddles, sharing insights to improve team performance.

• Handle many inbound and outbound calls to customers and clients.
• Identify the needs of customers, resolve issues, and provide solutions.
• Upsell other products wherever possible.
• Ensure you follow the customer service script provided by the company for uniformity.

• Handle many inbound and outbound calls to customers and clients.
• Identify the needs of customers, resolve issues, and provide solutions.
• Upsell other products wherever possible.
• Ensure you follow the customer service script provided by the company for uniformity.