Afreen Aftabuddin Sayyed
TEAM LEADER
Ajman,AJ
Summary
Dynamic and results-oriented Team Leader with over 9 years of rich experience in the BPO and customer service industry, excelling in both inbound and outbound operations. Proven expertise in CRM systems like Salesforce and Siebel, and hands-on command of Genesys contact center solutions to deliver seamless omnichannel experiences.
Adept at managing teams of up to 15 agents in high-pressure, target-driven environments. Strong focus on performance optimization through actionable coaching, real-time feedback, conflict resolution, and employee engagement strategies. Skilled in driving KPIs such as AHT, attrition, complaint handling, sales conversion, and absenteeism.
Known for a hands-on leadership style, empowering teams to deliver high CSAT scores and consistently meet business targets. Awarded for excellence in performance, including a London trip for top sales achievement.
🔹 CRM & Contact Center Expert | 🔹 KPI & SLA Management | 🔹 Team Development & Motivation
🔹 Conflict Resolution | 🔹 Coaching & Quality Enhancement | 🔹 Time & Roster Management
Overview
11
11
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Sales Team Leader
Techmahindra Limited
11.2017 - 10.2024
- Boosted sales performance by implementing effective team training and coaching strategies.
- Mentored junior team members to develop their skills and advance their careers with the company.
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
- Consistently recognized as a top-performing Sales Team Leader, contributing to the overall success of the company.
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
- Implemented CRM system improvements that streamlined lead tracking and follow-up processes, leading to higher conversion rates.
- Coordinated regular trainings on product updates or new offerings so that the entire sales force stayed informed about current industry developments.
Customer Relations Executive
Vodafone India Services Private Limited
10.2015 - 11.2017
- Participated in initiatives aimed at improving overall team performance and enhancing the quality of support provided to customers.
- Collaborated with cross-functional teams to address customer concerns and implement effective solutions.
- Assisted in training new staff members on company policies, procedures, and best practices for delivering exceptional customer service.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Provided valuable feedback to management regarding potential improvements to products or services based on customer insights gathered during interactions.
- Consistently exceeded performance metrics in areas such as call handling time, first-call resolution rate, and overall customer satisfaction score.
- Developed strong customer relationships through attentive listening, empathy, and clear communication.
- Managed high call volumes while maintaining a calm demeanor and ensuring timely resolutions.
Customer Service Representative
Transform Solution Pvt Ltd
09.2013 - 05.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Improved resolution time with effective problem-solving for customer complaints.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Education
Diploma in Electronics & Telecommunication Eng - Science
Diploma, Rajasthan Vidyapeeth(Deemed University)
Vapi 04.2001 -
High School Diploma -
Ashadham ( Mother Of Hope High School)
Vapi 04.2001 -
Skills
Team management
Certification
PROJECT MANAGEMENT CERTIFICATE
Travelling, cooking, learning etc
I love traveling to different places, as I believe it builds adaptability and broadens perspective. Each city or country — whether Udaipur, Jaipur, Karnataka, or London — teaches something new and prepares you to handle diverse situations.
I’m also passionate about continuous learning. The excitement of gaining new knowledge or skills keeps me motivated and sharp, both personally and professionally. I firmly believe that learning should never stop, no matter your age.
Timeline
PROJECT MANAGEMENT CERTIFICATE
04-2025
AI MASTRY WORKSHOP
04-2025
Sales Team Leader
Techmahindra Limited
11.2017 - 10.2024
Customer Relations Executive
Vodafone India Services Private Limited
10.2015 - 11.2017
Customer Service Representative
Transform Solution Pvt Ltd
09.2013 - 05.2014
Diploma in Electronics & Telecommunication Eng - Science
Diploma, Rajasthan Vidyapeeth(Deemed University)
04.2001 -
High School Diploma -
Ashadham ( Mother Of Hope High School)
04.2001 -