أكرم شهزاد

Currently working as Multitask Sales Manager & Ops Support at Luxury World Key Group owns massive and different domains of businesses in Dubai, UAE as well as abroad. I am being responsible for all areas of projects & operations such as Relocate Global, Concierge, UTA, COLAB developments & its sales,




 RELOCATE GLOBAL (Visa and Immigration Services)

• Overseeing all the aspects of the Visa and Immigration Service and ensuring that
the process runs smoothly.

• Interviewing all clients and deal with all applications face to face and by post to
ensure that the client is suitable.

• Overseeing the completion of all relevant visa and immigration documents and
ensure that they are received within the time limit set by the government.

• Maintaining strong working relationships with all the clients and colleagues.

• Helping the client to obtain Visas, Green cards and other documentation required.

• Fully responsible for all Immigration issues and operations, remaining up to date
with any changes to legislation.

 CONCIERGE (Life Style and Travel Manager )

• Entrusted with the responsibility of spearheading concierge operations for
achieving optimal guest satisfaction for all customers especially VIP & VVIP`s.

• Accountable for ensuring that the concierge operations are run in accordance
with standard operating procedures and policies as set out by the company.

• Managing all concierge functions spearheading a multi-Cultural Concierge
team ensuring highest customer satisfaction at all times

• Developing improvement actions for achieving cost optimization targets,
devising plans and implementing budgetary control.

• Develop, maintain and enhance long term relations with external suppliers/service providers and effectively/assertively negotiate competitive rate and services at all levels on an independent basis.

• Engage in all kinds of reservations from flight booking, golf booking, restaurants, tickets and super luxury services like yachts, private jets, Private Island etc.

• Plan, Attract and capture the client's interest in the destination by ensuring quality, cost effective/in depth proposals, resulting in competitive, innovative/creative tailor made programs.

• Heading and executing events from commencement to conclusion overseeing the
operation of the event thereby providing the customer with quality service.

• In a guidance role, conduct on job training or induction of any new staff,
familiarising them with all aspects of the job, including the IT systems.

 UTA Manufacture (Industrial and sporting Equipment Manufacturer)

UTA is working under Luxury world key Group where i am accountable for handling whole operations of manufacture sporting equipment by Russian federations and their sales and operations. Through, Social Media 'Mind Mapping' providing roadmap and planning of brand and business development via best practices and platforms, web content and educational marketing, and increase of visibility of UTA Brand on SM and UTA Sales in all over the UAE as well as abroad...

 COLAB (Virtual Assistance in Dubai)

My Core Target to get the client who wants virtual assistance in same services area (concierge) under client agency name offer them client care support and sending proposal for approval. Responsible for developing and maintaining relationships with venue owners as well as contract negotiations. Engage customers, offer samples, and promote brand identity. Emphasize day-to-day utility of the brand in order to build stronger recognition.

• Collaboration with customer service team members to give exceptional service.
• Communicated information to customers about product quality, value and style.
• Educated customers on product and service offerings.
• Helped customers select products that best fit their personal needs.

Date Joined: Mar 2010 Date Left: -
Currently working in This Company as Director Operations with 100+ direct reports for a B2B Contact Center/BPO solutions company Responsible for all areas of operations, including but not limited to: Customer Service, Telesales, Collections, Exceeding revenue targets for week/month/quarter/year, P/L, Hiring/Firing, Training/Recruitment, QA monitoring, coaching, lead distribution, sale verification, and reporting directly to the CEO and Stakeholders.

Recruitment
Project work with MSN CS/TS, Microsoft Business Solutions, Vonage, Verizon Business, and X Box in conducting pre-employment Soft Skills/English fluency screening for recruitment of front line personnel and managers (agents, team leads, quality assurance personnel, supervisors and account managers)

Screening/Metric Development
Developed and conducted pre-employment English Fluency/Soft Skills screening procedures and metrics for recruitment of front line personnel and management. Coordinated with HR Directors, Managers, Supervisors, and Officers for implementation and calibration of screening procedures

Training Program/Module Development
Conducted Training Needs Analysis to determine intervention needed for improvement of specific, measurable KPIs for individual accounts and HR Training/Development Departments. Developed training/coaching programs/modules (geared for new-hires and for existing personnel already on the floor) for English Fluency, American Accent, U.S. Culture and Geography, Business/Email Writing, Motivational Development, Thought Organization, Inbound Customer Service Skills, and Outbound Telesales and Collections Training for use in call centers and other industries.

Training/Coaching Facilitation
facilitated the training of the above programs/modules for groups ranging in number from 15-80 people. Also did 1-on-1 coaching with frontline personnel to improve performance of individual and team.

QA/Ops

In charge of insuring the high quality of English communication and core skills of all personnel through monitoring and assessing calls and email. Developed QA metrics geared to specific, measurable KPIs directly influencing performance. Coordinated with QA and Operations personnel: team leads, account managers, and all account stakeholders

AHADCOM: Call Center: ( 2009 To 2010)
As an experienced telesales representative with a strong background in business communication, customer care, accounting, strategic planning and sales in Call center I m providing my services as floor supervisors over here on the Project Of Reliance Protectron Security Alarms in Canada My expertise lies in my ability to effectively interact with clients, vendors, customers and develop innovative solutions for achieving a wide range of business development strategies.

Roles & Responsibilities
Documentation of tasks & planning
To give Team targets.
Communication with other Seniors & Colleagues
Have to achieve targets on monthly basis.
Have to satisfy the customer according to his query if needed.
Handling the TSR issues/queries

OVEX TECHNOLOGIES: (2008 TO 2009)
Call center/BPO Solutions

I had been with this organization as a TSR for last 18 months In IB sales of USA Project Name BLUE HIPPO It had been wonderful experience to sustain my high target based job for sales and quality with above 95% dependability. I had proved myself being a perfect agent for this campaign. It had been also a wonderful experience of learning communication and sales skills over here in the pioneer and ideal atmosphere of call center industry with the excellence of supreme management policies. I would say that I really learned a lot so far and looking forward myself to be a valuable asset for the company.

A&I COMMUNICATIONS: Call Center (2006 -2008)
I had been working here since last year as a floor Supervisor on DISH NETWORK project, I was found as a founder for this new call center and my innovative approach and inspiring ideas still have appreciate able and ongoing worth for new teams on the project

Major Responsibilities:
• Recruiter
• Trainer
• Catcher & closer
• Verification calls
• Correspondence with clients
• Activation and Salaries Reports