ASSAD ULLA KHAN
SHARJAH,UAE
Summary
Results-oriented customer service and sales professional with over 15 years of experience in banking and telesales sectors. Expertise in elevating customer satisfaction and retention through strategic relationship-building and tailored solutions, consistently achieving customer satisfaction ratings exceeding 90%. Demonstrated capability to propel sales growth by utilizing CRM software for enhanced client interactions and efficient follow-up strategies, leading to substantial increases in repeat business and referrals.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work history
Team Leader (Banking Process) Multi Products
ICICI Bank
Bangalore, Karnataka
02.2019 - 08.2025
- Led team to efficiently verify documents and process account openings, achieving 20% increase in customer retention.
- Delivered exceptional service by managing transactions, addressing inquiries, and providing tailored solutions.
- Developed training programmes for new hires, enhancing onboarding efficiency by 30%.
- Analysed customer feedback to identify improvement areas, consistently maintaining satisfaction rating above 90%.
- Developed strategies for improved performance level across team.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Coordinated daily tasks, ensuring smooth workflow within team.
- Improved customer satisfaction through close collaboration with team.
Desk Operator & Safety Officer
AMPS Facilities Management Services Pvt Ltd
Bangalore
11.2017 - 12.2018
- Delivered exceptional customer service by managing cash operations and resolving client inquiries, achieving 95% positive feedback score.
- Implemented safety policies that improved compliance and reduced incidents by 25%, enhancing overall customer experience.
- Collaborated with teams to streamline service delivery processes, contributing to operational efficiency improvements.
- Proactively identified and addressed customer concerns during interactions, leading to 30% reduction in complaint resolution time and significantly enhancing customer satisfaction.
- Trained and mentored new team members on customer service protocols and safety procedures, fostering knowledgeable team environment that improved overall service quality and compliance adherence.
- Assisted in training new staff, ensuring efficient team performance.
- Ensured adherence to safety protocols with constant vigilance.
- Upheld all health and safety regulations for risk reduction.
- Worked on complex assembly lines, enhancing production speed.
- Documented daily operations accurately, assisting in record keeping.
- Supported stable production lines by preparing orders with precision and high accuracy.
Senior Telesales Officer
Way2Save Consultancy
Bangalore, Karnataka
09.2008 - 04.2017
- Drove sales growth through effective relationship-building with clients via B2B telesales strategies, consistently exceeding sales targets by up to 15%.
- Improved lead conversion rates through high-quality appointment-setting campaigns, resulting in increased repeat business from existing clients by 20%.
- Utilized CRM software to track interactions and optimize follow-up strategies, enhancing overall customer retention.
- Developed and maintained comprehensive database of client feedback and market trends, enabling team to tailor sales strategies effectively and achieve 25% increase in customer satisfaction ratings.
- Wrote detailed reports, aiding in case documentation.
- Provided customer service to improve overall visitor experience.
- Kept abreast of new law enforcement techniques and methodology, maintaining strong knowledge of emerging industry advancements.
- Maintained optimal street coverage by planning and managing patrolling schedules.
Trainee Customer Service Representative
Origin Call Centre Pvt Ltd
Bangalore, Karnataka
07.2007 - 08.2008
- Provided outstanding support for customers inquiring about holiday packages, achieving closure rate of over 30% on inquiries through effective communication and follow-up.
- Developed skills in identifying customer needs and delivering tailored solutions that enhanced overall satisfaction scores.
- Implemented systematic follow-up process that ensured timely responses to customer inquiries, resulting in 25% increase in customer engagement and contributing to higher conversion rates on holiday package sales.
- Received consistent positive feedback from customers for providing personalized service and expert recommendations, leading to 40% increase in referrals and repeat business within holiday package segment.
Field and Direct Customer Selling Officer
Standard Chartered Bank
Bangalore, Karnataka
12.2005 - 06.2007
- Engaged directly with customers to promote banking products and services, significantly boosting sales performance through personalized service.
- Conducted market research to understand customer preferences and trends that informed targeted sales strategies and increased product uptake.
- Developed strong, long-term relationships with clients by providing tailored financial solutions and proactive support, resulting in 30% increase in repeat business and enhanced customer loyalty.
Education
Bachelor of Commerce (B.Com) - Accounting
INSTITUTE OF BASIC AND VOCATIONAL EDUCATION (IBVE)
Bengaluru,India 05.2009 - 05.2012
Skills
- CRM software (Salesforce) and e-commerce platforms
- MS Office Suite (Word, Excel, PowerPoint)
- Data analysis and reporting
- Sales automation and lead generation
- Relationship management and client retention
- Negotiation and direct selling skills
- Team collaboration and support
- Customer service excellence
Languages
English (Fluent)
Hindi (Fluent)
Urdu (Fluent)
Kannada (Fluent)
Custom
- Star Performer Award, Way2Save Consultancy, 2010, Recognized for outstanding sales performance and exceptional customer service, contributing to a significant increase in client satisfaction and retention.
- Spot Award, Origin Call Centre Pvt Ltd, 2008, Awarded for exemplary performance in customer service, demonstrating commitment to team goals and achieving high customer satisfaction ratings.
- Best Performer Award, Standard Chartered Bank, 2005, Honored for exceeding sales targets and delivering exceptional service in the banking sector, leading to increased client acquisition.
Timeline
Team Leader (Banking Process) Multi Products
ICICI Bank
02.2019 - 08.2025
Desk Operator & Safety Officer
AMPS Facilities Management Services Pvt Ltd
11.2017 - 12.2018
Bachelor of Commerce (B.Com) - Accounting
INSTITUTE OF BASIC AND VOCATIONAL EDUCATION (IBVE)
05.2009 - 05.2012
Senior Telesales Officer
Way2Save Consultancy
09.2008 - 04.2017
Trainee Customer Service Representative
Origin Call Centre Pvt Ltd
07.2007 - 08.2008
Field and Direct Customer Selling Officer
Standard Chartered Bank
12.2005 - 06.2007
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