1. GGuullaammaallii MMaassttee rrss
gulamalimasters@gmail.com |07725164766
8 Wellfield Road, Blackburn, BB2 6HE
PERSONAL STATEMENT
A hard working dedicated and target driven individual, who works well under pressure and
understand the importance of prioritisation, organising and planning. Passion for customer service and
able to interact with people and discipline has held me in good stead for both teamwork and working
independently. An enterprising nature, has given me successful leadership qualities in the form of
motivation, communication, and excellent organisational skills, these skills have helped me deliver an
excellent and outstanding service, An articulate and innovative individual, have excellent
interpersonal skills and an eye for detail, which assist me with the requirements in my daily duties.
KEY SKILLS
Technical Skills
 Good use of Microsoft office , many
other systems/databases used within the
businesses
 Outstanding communication,
presentation, interpersonal, questioning,
listening, negotiating and influencing
skills
 Adapt positively to change and extremely
flexible
 Ability to work on my own as well as a
brilliant team player
Personal Skills
 Highly motivated individual, able to
communicate on all levels, ability to
coach and adapt my style to get the best
out of a diverse population
 Strong analytical approach, being able to
extract and explain the essence of
complex issues
 Strong motivation and innovation skills
 Highly focused and driven to deliver
excellent results with passion and
dedication
 Excellent ability to engage and motivate
to achieve KPI’s
EMPLOYMENT
Outbound Team Manager (Hybrid CSM)
Capita Business Services
TV Licensing
Darwen
May 2014 –
 Dealing with both internal and external customers.
 Inbound and Outbound customer base (Collections).
 Successfully resolving escalations to a mutually satisfactory outcome.
 Managing a team of advisors to ensure that they have an excellent knowledge of their role
 Responsible for maintaining day to day manager requirements.
 Managing attendance, time keeping, quality checks, meetings, exceptions and any unexpected
issues.
 Development and coaching needs of team members.
 Building strong relationships with key stake holders.
 Resource managing and scheduling the team.
 Dealing with all HR related queries.
 Instrumental role in reducing 24 hour repeat contacts for the call centre from 3.6% to 0.8%
 Set monthly and daily sales goals for outbound call team according to company objectives.
 Lead leaders and manage and coach a team of 5 team leaders and up to 75 FTE.
 dealing with different types of complex cases through performance management, absence
management and disciplinaries
 Increased sales per hour from 3.42 Jan 16 to 4.23 Oct 16, 14/15 advisors achieving 4 SPH.

2. Seconded Team Manager
O2
Bury
May 2010 – March 2014
Whilst on the ASPIRE programme I was given the opportunity to exercise my coaching techniques
and my ability to communicate with both colleagues, internal and external customers successfully
resolving escalations and any advisor unrest. Maintaining day-to-day manager requirements i.e.
attendance, time keeping, call quality checks, team meetings and exceptions.
Key Achievement
 Managed and developed teams of up to 14 customer service advisors, using coaching
techniques to improve the standards of service delivered and assist them in achieving their
team KPI’s. When I took over a team in October, the team was achieving TCHT 423, Hold
30, ACW57, Vision Usage 59% and Sales Order Value £0.84. 6 weeks later I handed the
team over with TCHT 348, Hold 21, ACW 52, Vision Usage 81.2% and Sales Order
Value £4.33.
 Supporting the team to ensure that they are able to deliver against business and Reach
objectives by using intensive coaching methods individually tailored to each advisor’s
development needs, identified through side by side and powerful coaching sessions.
 Recognised shortfalls in overtime, actively took ownership in filling these shortages on a
daily basis.
 Liaising with Real Time Planning to ensure all necessary exceptions are completed to ensure
the correct adherence of team is reported. Discussions with Real Time Planning also include
negotiations to ensure most efficient use of availability for development time.
 Ensuring timely communication of key messages to teams via email, coaching sessions,
RUBS, and team meetings.
 Identify and develop the delivery of great customer experience by leading by example,
directing and enhancing the performance of the team and individuals by effective coaching
and feedback to all team members
 Acknowledged in being a high achiever on generating revenue for the business and Home
Broadband, selected by operation manager to be part of the successful Vision 2 launch.
 Managing and supporting performance through one to ones and actively participating in the
creation of Personal Development Plans.
 Ensure the teams are delivering the right solutions to our customers by having the ability as
well as the right tools to do their job.
 Assisting advisors with complex queries.
Customer Service Advisor/ Retention Upgrades and Sales
Telefonica UK Ltd
O2 and Tesco Mobile
Bury
July 04 – May -10
As a Customer Service Advisor within O2 working on the Pay and Go department and as a Retention,
Upgrades and Sales advisor at Tesco Mobile. My duties included establishing good communication
with customers, and building rapport. Skills implemented are fast accurate typing, working with
spreadsheets and databases, and using the Internet to retrieve data. Aim to exceed customer
expectations whilst being empathetic and adapting to their needs. Competent in using all O2/Tesco
Mobile operating systems, excellent knowledge in O2/Tesco Mobile products and services. Coached
advisors in a new customer contact centre in Glasgow where I was expected to help with any queries
on o2 policies and systems. Held call leveling sessions with a group of advisors, to understand a call
observation structure to support advisors with their targets

3. EDUCATION
Examination / Qualification School / College Date
Ba (Hons) Consumer Studies John Moores University 2000 - 2004
2:2 IM Marsh
Barkhill Road
Liverpool
PERSONAL INTERESTS
I enjoy visiting the gymnasium, kickboxing and playing football cricket and most contact sports. I
also find taking part in competitions a challenge. I enjoy reading and playing the classical Indian
drum Tabla. I also take part in organising football tournaments and league games for children over
8yrs old right through adults aged 18 and over. In my spare time, I manage a seven a side football
team and a cricket team too.