Project Management Learning

Talha Khalid

Address:

**** ********* **, *** ***, Odenton, MD, USA.

Contact: +1-212-***-****

Email: *****.*******@*****.***

Social:

www.linkedin.com/in/talhakhalid-

https://www.facebook.com/talha.khalid.16

SUMMARY

Experienced professional, has been a leader who has built teams of strong, energetic, self-motivated, savvy professionals, with great decision making power. Good at people management; inspiring, communicative,

committed & passionate towards people. Honesty &

integrity are an essential part of me.

OBJECTIVE

Gain a position with a company that cultivates my

abilities, allowing me to grow into a seasoned

professional, harboring a vast set of skills.

SKILLS

>Multitasking >Project management >People

management >Expertise in conflict

management/resolution >Affectively delegating

responsibilities amongst the team members and/or

depts >Handle pressure in extreme stress situations involving prompt responses >Time management

>Responsible and self-motivated >Leadership

>Communication skills; including listening and

providing coaching/feedback and counseling

>Proficient in English >Articulate 360

>Training/Learning Management Systems

>Content/Knowledge management >Training Content

Development >New hire Training >Technical Product

Training >Presentation skills >Moderate in WordPress

>HTML and CSS >Microsoft PowerPoint (Proud at PPT)

>Microsoft Excel >Microsoft Word >Google Forms

>Emailing/Scheduling Appointments/Email Rules.

RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 1 Experience

Training & Audit Specialist at TCP Software, San Angelo, TX April 1st,2022 Till Feb 2nd, 2024

Promoted as a sales enablement trainer; training new hires, organizing the content library and conducting refresher sessions, providing feedback and coaching for the sales team, both in PK and TX, USA, after running the training needs assessment. Made sure I provided a structured learning experience and monitored the quality and results of training sessions to ensure that taught skills and techniques are reflected in employees’ work behavior. Rolled out reports on their progress.

I have great command on Articulate 360 and Learning Management System, all of our trainings were developed on those and were accessible by everyone for self-learning. I take pride in the Microsoft powerpoint presentations, which include branding, introducing new styles and the way of storytelling.

I served as a resource in supporting ad-hoc requests from sales teams, since I came from a bit of a technical mind and had extensive experience in implementing software solutions for the clients.

I was also responsible for getting training on acquired products and delivering the training to sales teams. Responsible for creating documentation and training material that can be used by the organization. Example when we acquired TimeCo. I was the POC to gather material & information and create the training which I delivered to sales organizations and other support departments.

I have also been an admin throughout my career for SKO and bootcamps and was actively involved in content creation. I created brand new documentation for TCP’s products that was used in new hire training, refreshers and by other support staff. Highlights:

As a trainer with the sales enablement team, I successfully trained SMB, Mid-market and Enterprise teams. In my tenure of 2 years in enablement I trained 35 batches and trained 126 employees approx. which included SMB, mid-market, enterprise account executives, account managers, BDRs, Solution Consultants and a small number of retention specialists and success managers. During this period, I successfully certified all of the new hires, except 1 that I couldn’t certify.

The organization was keeping content in salesforce and the sales team was not happy with the way they had to search for documents and I created the share point site from scratch, to keep the sales content available and easily accessible by everyone. I was the first one to start running refreshers on product modules in PK for SMB team and after successful implementation and results we started doing that for the mid-market and enterprise team in San Angelo, which also expanded to the account management team and BDRs etc. I was also invited by my VP to San Angelo to be a part of and deliver boot camp training. In January 2023, we successfully delivered training on ‘Gap Selling’ to the whole organization. We also succeeded in delivering positional training and I was a part of designing and content management as to how to position our products and what are the critical points to touch upon. Implementation Specialist at TCP Software, San Angelo, TX June 7th, 2021 Till March 31st, 2022

Worked as an implementation specialist for TimeClock Plus (Time & Attendance software) and Humanity (Scheduling Software). My job was to onboard clients by setting up the software RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 2 solutions for them, including configurations, as per their requirements. I successfully onboarded the client making sure their requirements are met. Of course, we often had to come up with workarounds to provide solutions to their problems. When it was impossible to meet their requirements, we had to involve solutions consultants and developers through salesforce to customize the development for the clients; Salesforce is a tool that I am very familiar with.

Highlights:

As an implementation specialist I used to onboard new clients with our solutions, as well as being an expert on retaining the clients. For example, clients that did not like the solution for a reason or were not satisfied with the implementation specialist, were not well trained on the products or their questions were unanswered, I would take them on the call to understand where the disconnect was and will help them by resolving their issues and will successfully retain them. In my experience of 9 months I received 3 of such clients and I retained all 3 of them.

Below information is to the best of my knowledge:

In the duration of 9 months, I closed 26 projects with a close rate of 3 days. I received NPS from about 90% of those clients and received comments on almost 70%. My average NPS was 80%. Based on such numbers, after my probation of 3 months I was promoted to be the mid-market implementation specialist.

Supervisor Training & Development And instructional designing/ Knowledge Management Coordinator at Ibex Global

Feb 2nd, 2017 Till Feb 11th, 2021

Worked as a new hire trainer, knowledge management coordinator and training content developer. Started as a new hire trainer in training & development, training and educating new batches and existing employees on product and sales techniques. Some of the major partner we’ve worked with are Comcast, Charter, TWC, Mediacom, Cableone, Hughesnet, Frontier, Century link, Earthlink, RCN, Direct TV, AT&T, Verizon, T-mobile and more. I successfully delivered partner specific information in an easy, understandable and meaningful manner, assisted on all processes and guidelines, conducted department specific orientations and did all the admin work relating to new hires.

By the end of every 4 weeks training session, candidates were always ready to be effective employees for Ibex Global.

Delivered relevant information to enhance CSRs/TSRs and supervisor’s job effectiveness. Successfully conducted training/coaching sessions to improve floor performance, helping them increase the number of sales/their close rate.

Successfully brought up the close rate of low performers to at least the floor average. Created test and quizzes to refresh the memories of all the employees. Documented all programs/training material in the form of Training presentations and our knowledge base on a WordPress site.

Successfully completed all the instructional design projects on articulate. I was the only one amongst the trainers who were looking after instructional design projects. Highlights:

I trained 5 batches in about 6 months, which calculates the total of about 100 trainees. An average performance of all of my batches combined was around 23% sales close rate i.e 2.3 sales on every 10 calls.

RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 3 I was a successful and organized trainer and for this reason I was given a responsibility to organize all the data we had for every partner.

I was given a new position as knowledge management coordinator. My responsibilities consisted of maintaining all knowledge in a WordPress site and was also responsible for all instructional design projects.

Position gained as, Knowledge Management Coordinator I was assigned a new task to line up all the information we had for all our affiliated partners. It took me about 4 months to line up every information on about 15-18 providers and successfully uploaded that information on our official knowledge base, https://kb.dgsworld.com/ (this is blocked for the outside world.) I was also responsible for the design of this site but I do realize now that I would have done a lot better with the design. Since then I had been responsible for maintaining the site and had successfully maintained every information that needed to be delivered to operations’ team, with TAT of 24 hours at max. My tasks also included delivering the right information in the right way to the right people. Be part of calibrations and updating the team with new information, given by the client, immediately. Supervisor Quality Assurance at Ibex Global

June 1st, 2015 Till Feb 1st, 2017

Was promoted as a Supervisor Quality Assurance, based on my exceptional performance, hardwork and skills like Microsoft excel, leadership, team and people management. I was responsible for the Quality Assurance Analysts and was heading a team of 22 evaluators, which included analysts from Lahore and Karachi center. Starting from assigning the sales teams to each analyst and individuals’ task till presenting the QA stats to management was one of my responsibilities. I assigned targets to my team members and designed their KPIs and designed incentives and KPIs. Responsible for all matters including & leading to QA reports on (Daily, Weekly, Monthly) basis and analysis/trends for following skills/campaigns and affiliates in Ibex. Below are the subjected reporting but not limited to:

QA Evaluation

Business Leads – Business leads generated

IBEX/Davao (Campaigns in Davao/Philippines)

ADT Leads – Home Security

Safe Streets – Home Security

Monitronics Leads – Home Security

COA – Change of address

EDU – Educational campaign

UK/RAA Energy (Ex Campaign)

Conducting internal calibration sessions and calibrating with our clients on a weekly basis, discussing the major parts of a call including areas of improvement and implementation of revolutionary points on the floor.

Highlights:

I have been a mentor and an inspiration for my team. I was awarded as the Best QA Supervisor for the months of September 2015 till January 2016. My team has always achieved 5% more than what was required, without any conflicts on the targets among the team. I have also made sure that my team’s KPIs are achieved by the end of the month through feedback and coaching sessions.

RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 4 During my tenure as a QA supervisor I was responsible for the analysis team and have been appreciating the operations team on areas improved and criticizing them on the areas of improvement, which helps improve the quantity and quality of sales and overall customer experience.

Quality Assurance Analyst - Verification and Evaluation at Ibex Global Dec 1st, 2012 Till May 31st, 2015

Worked with DGS a campaign at Ibex Global as a Quality assurance Analyst, monitoring the transactions of the TSRs, who receive calls from the customers of the United States. Verifying and evaluating those calls to be valid or invalid. Moreover, evaluating the sales and non-sales calls to point out the areas of improvement in the calls, i.e. opening of the call, customer service & sales skills and telephone etiquettes, product knowledge and the ending parts of the call.

Providing the agents with feedback on their failure to follow guidelines and also appreciating their hard work and good performance. Helping the representatives to improve the quality of their sales.

Also responsible to send reports in excel format, on daily basis and other documentation, including number of sale calls listened to, number of cancels in the dept. keeping a track of coaching provided to the reps etc.

I have also been taking care of the client escalations and been doing the analysis as per the business requirements.

Highlights:

I have been working in Quality Assurance doing both the verification and evaluation. I have been the library for all the accounts with DGS and I have been evaluating and verifying almost all the accounts that includes but are not limited to: Comcast, Charter, Mediacom, Time Warner cable, Optimum, Cable vision, Cable one, Hughes net, AT&T, Direct TV, Frontier etc.

Later after a successful performance, I was dedicated as quality assurance analyst for IBEX in Davao, Philippines, where I have been monitoring AT&T as the major call volume and 5% of rest of the above-mentioned partners.

I successfully improved the QA scores for the Davao team by 23%. We began with 63% and ended up with 90%, this is when I got promoted. This performance helped me score the Best QA Performer in 2014.

Quality Assurance Verifier at The Resource Group

May 1st, 2012 Till Nov 30th, 2012

Worked at TRG as a Quality assurance Analyst, monitoring the transactions of the TSRs, who receive calls from the customers of the United States. Verifying those calls to be valid or invalid.

Providing the agents with feedback on their failure to follow guidelines and also appreciating their hard work and good performance. Helping the representatives to improve the quality of their sales.

Also responsible for sending reports in excel format, on a daily basis. RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 5 Highlights:

After the tenure of a month on calls, depending on my past experience, I was transferred to the

‘training and development dept.’

Due to resistance this decision was taken back and I was transferred in the Quality Assurance dept. as I deserved better than to be on calls.

In November, DGS, the campaign with TRG, got separated and became a sister company of TRG. As I was part of the international campaigns, I was moved with DGS and started working for DGS – Digital Globe Services from there onwards.

Telesales Representative at The Resource Group

March 12th, 2012 Till April 30th, 2012

Worked at TRG as Telesales representative, dealing with the existing and new customers of cable service providers in the United States, for all the accounts, like Comcast, Time warner cable, Charter, Cable one, Cable vision, RCN, Hughesnet, Frontier and more partners. During this position I exercised patience, answering customer’s queries, helping customers with concerns and making them stay on the program using my CS and sales skills. Trainer & Operations Supervisor at Ovex Technologies (Premier BPO) Aug 2009 Till Dec 31st, 2011

Worked at Ovex Technologies with Premier BPO, training and educating new batches for Tronix country, Customer services department and Loyalty retention department (Recovery), Debt Consolidation Ontario (DCO) and credit campaigns.

Successfully supervised a team, maintained their dependability, quality and performance on daily, weekly and monthly basis.

Successfully conducted the training of new hires and existing agents on the floor, training them on the product as well as customer services and sales skills. I was responsible for delivery of relevant information and training for Customer Service and Sales departments in an understandable, interesting and meaningful manner. Providing training on company policies and procedures. Providing Customer Service Enhancing training.

Documenting all programs in the form of Training Manuals, Participate guide. Also keeping a check on the quality reports and keeping them up to date for all the campaigns in Microsoft excel.

I was responsible for interacting with the DCO client, discussing the performance and also the issues and problems in the campaign and discussing the updates. Conducted training calls with the client on a weekly basis, discussing the positives and negatives about the calls. Striving to improve the quality of the calls. International Trainings:

While in this position I was also responsible for training the customer service department of Tronix Country in the Philippines.

I also took care of operations and quality procedures. I was Responsible for delivery of relevant information and training for Customer Service during operational timings, Providing Customer Service Enhancement training. RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 6 Highlights:

For Tronix Country’s customer service, I trained for about a year, at both facilities in Pakistan and Philippines. I trained about 15 batches for this campaign altogether. Though the Philippines had its own trainer but my better performance, teaching skills and most of all fast pace training and energy, I was assigned the training for tronix country’s customer service for that center.

We had a team of 5 people for this campaign, initially and after 6 months I had 30 fully trained people.

For DCO, RTC and PUL campaigns I trained about 150 employees in 2 years. I made sure that we are conducting continuous refresher sessions, in coordination with their supervisors and managers, to enforce sales techniques and etiquettes. Employees on these campaigns were usually supposed to start as a frontier, who would generate a lead and transfer to the closer to close the deal. 80% of my trained personnel were promoted as a closer after the first week of live performance on the floor at PUL. E-Zone, another campaign at Ovex Technologies, selling computers, was facing problems with their quality and per my past experiences, I was assigned to this campaign and successfully brought the quality of the calls up to the mark. During this tenure I was able to pull the QA score up to 95% from 83%.

Keeping in view my multitasking skills, knowledge and hard work, I was assigned to work on bit defender quality, for a week, along with the tasks in hand. I listened to their calls on a daily basis and pointed out their areas of improvement and trained the CS representatives on CS skills and telephone etiquettes successfully. I achieved an average QA score of 97% from 91%. Quality Assurance Analyst & Co-Trainer at Ovex Technologies (Premier BPO) Feb 2008 Till July 2009

Worked as a Quality assurance analyst, at Ovex Technologies with Premier BPO, monitoring the transactions of the financial advisors, who receive calls from the customers in the United States.

(CS and sales calls both) for Debt Consolidation Ontario DCO, PUL, RTC. Provided agents with feedback on their calls. Helped them to improve the quality and quantity of their sales.

I was also responsible for the quality reports for my team in Microsoft Excel, on a daily basis. Participated in Calibrations with the client on a weekly basis. We discuss the calls with the client, discussing the good and the bad points of the call and overall areas of improvement. At this point I was a co-trainer with my ‘training and quality supervisor’. I participated in conducting training sessions for different projects, existing and new ones. Highlights:

We had a total of 25 QA individuals in Blue hippo QA and all of them were interviewed for QA Analyst position for the new campaign and being the best amongst those I was the individual to be selected as the first QA analyst for this campaign known as PUL/RTC. After working for about a year as QA analyst, depending upon my quick learning, hard work and potential to lead, my immediate supervisor Max, selected me as his Co-Trainer on the same campaign.

After which I started training and continuously and was later given the title of a trainer. RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 7 Quality Assurance Analyst at Ovex Technologies, Premier BPO Nov 2007 Till Feb 2008

Worked as a Quality assurance analyst at Ovex Technologies with Premier BPO, monitoring the Blue Hippo inbound sales transactions of the TSRs, who receive calls from the customers in the United States.

Successfully providing the agents with feedback on their calls. Helping them to improve the quality of their sales.

Highlights:

After the Blue hippo CS dept. was closed, depending upon my performance, work ethics and hard work, I successfully joined QA Dept. I conducted the QA orientations in which I delivered the QA guidelines and procedures, to new hires in the operations dept. and information regarding the QA evaluation form, according to which they were to be monitored and evaluated on a daily basis.

Customer Services Representative at Ovex Technologies (Premier BPO) Aug 2007 Till Oct 2007

Worked as a Customer service representative, at Ovex Technologies with Premier BPO, dealing with the existing customers of Blue Hippo in the United States. Exercised patience, answered customer’s queries, helped customers and made them stay on the program by providing solutions to their concerns.

Highlights:

I was entitled as the QA star of show in the first week of my performance on the floor. Which was based on the quick and accurate response to the customer’s concerns and average handle time of within 3 minutes.

I was graded to be the best representative based on the rate of cancellations saved. My customers were always satisfied with the answers provided. Tele Sales Representative at Ovex Technologies (Premier BPO) Oct 2006 Till June 2007

Worked as a Telesales representative at Ovex Technologies with Premier BPO, successfully dealing with the customers of United States, selling and promoting computers from Blue Hippo using sales skills.

E-Shore / Customer Sales Representative (Outbound & Inbound – Dish Network) – May 2006 Till Oct 2006

Held position as a CSR/TSR with a reputed call center, which used all my abilities of social RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 8 interaction to the fullest and in the most effective way. Exercised patience dealing with customers from a variety of backgrounds in the United States, selling and promoting Dish Network.

Al-Nakhal / Cashier

Dec 2005 Till May 2006

Successfully completed my responsibilities towards all cash in and out from the restaurant. Interacted with people from all social standings during the peak hours of operation as restaurant cashier.

Handled cash along with maintaining sales and income expense records on computer based software.

Silver Star / Cashier

Aug 2005 Till Dec 2005

Interacted with children and adults from all social standings during the peak hours of operation as restaurant cashier.

Handled cash along with maintaining sales and income expense records on computer based software.

Was responsible for all cash in-out from the restaurant. Mahmood Motors / Sales In charge (Auto & Cars)

March 2005 Till July 2005

Handled a multitude of different client’s tasks and requirements at one time. Served as a communication gateway between assigned sales staff members and managerial staff.

Bakers & Confectioners / Salesperson & Cashier

Jan 2005 Till Feb 2005

Worked as a sales person at a bakers shop, selling their products and providing services to the clients.

Interacted with children and adults from all social standings. I was also responsible for cash handling and the maintenance of sales records on daily basis. Bicycle Mechanic

Nov 2004 Till Dec 2004

Worked as a mechanic in a bicycle & motor bike repairing shop. Responsible for repairing bi-cycles, motor bikes and also responsible for repairing flat tires etc. RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 9 ㅡ

Education University of Cambridge (Private) / A-Levels (1 subject only) 2003, LAHORE

One subject

University of Cambridge (Private) / O-Levels

2002, LAHORE

All higher education through Beaconhouse School system ㅡ

References Can be provided on request

RESUME: TALHA KHALID - PRIVATE & CONFIDENTIAL - UPDATED IN NOV 2024 10

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