Hamid Sayed
Calgary,AB
Summary
Exceptional leader with over 15 years of management and over 18 years of customer service experience, with a track record of call center operations, performance management, and boosting team morale, interested in the Supervisor, Member Rescue, Automotive position with Alberta Motor Association.
Overview
18
18
years of professional experience
Work History
Operations Supervisor
Deals On Wheels
07.2020 - Current
- Coordinate, coach, monitor, and recognize the performance of team members
- Prepare and maintain weekly team schedules
- Source new vehicles, and forecast monthly inventory
- Plan and develop short and long-term goals, objectives, and budgets with team members
- Responsible for recruitment, retention, and termination of staff
- Represent Deals on Wheels in meetings with various dealerships to prospect, negotiate, and finalize business deals
- Track and ensure all vehicles arrive on-time and on budget
- Ensure all purchasing contracts are correct and updated
- Ensure all workloads are distributed evenly within the team
Sales Supervisor
Deals On Wheels
03.2016 - 07.2020
- Supervised and lead the sales team, including hiring, training, mentoring and providing on-going support
- Set sales targets, developed sales strategies, and implemented effective sales techniques to achieve or exceed sales goals
- Prepared regular sales reports, forecasts, and performance metrics to evaluate individual and team performance against set targets
- Analyzed market trends and identified new business opportunities and recommend adjustments to sales strategies
Customer Care Supervisor - Sales and Service
Shaw Direct
06.2012 - 02.2016
- Analyzed monthly call centre performance and forecast short term and long-term needs
- Responsible for developing, implementing, and maintaining sales targets
- Conducted semi-annual performance reviews with agents to ensure exceptional results and team development
- Addressed all escalated calls beyond the scope of the customer service agents
- Coordinated activities with other departments to improve work efficiencies and results
- Provided training, one on one coaching, and real time feedback to ensure optimum performance
- Prepare and update the agent shift schedules
- Responsible for recruitment, retention, and termination of agents
Customer Care Team Lead
Shaw Direct
09.2009 - 06.2012
- Effectively created regular maintenance and repair reports using SharePoint ticket tracking, and Oracle system
- Regular weekly coaching and mentoring of customer service agents
- Monitored agent calls for operational effectiveness
- Coordinated, scheduled, and facilitated various operational effectiveness pilot projects
- Delivered technical training to new hires
Technical Support Representative
Shaw Direct
07.2006 - 08.2009
- Provided technical assistance to customers
- Accurately reviewed and processed customer invoice payments to ensure product suitability
- Documented support interactions for future reference
- Voluntarily participated in projects to improve service quality
Education
Diploma - Business Administration - Management
Southern Alberta Institute of Technology
05.2012
Skills
- Exceptional verbal and written communication skills
- Excellent planning, coordination, and interpersonal skills
- Expert at multitasking with strong attention to detail, and organizational skills
- Strong ability to exercise discretion, judgement, diplomacy, and confidentiality
- Proficient at prioritizing workload while being conscientious of deadlines
- Excellent self-starter with positive, “Can-Do” attitude who works well independently and in a team
- Prompt and effective decision-making abilities with a "full picture" vision in mind
- Expert relationship builder with an intense focus on an exceptional customer experience
Languages
English
Native or Bilingual
Farsi
Native or Bilingual
Hindi
Professional Working
Urdu
Professional Working
Pashto
Professional Working
Timeline
Operations Supervisor
Deals On Wheels
07.2020 - Current
Sales Supervisor
Deals On Wheels
03.2016 - 07.2020
Customer Care Supervisor - Sales and Service
Shaw Direct
06.2012 - 02.2016
Customer Care Team Lead
Shaw Direct
09.2009 - 06.2012
Technical Support Representative
Shaw Direct
07.2006 - 08.2009
Diploma - Business Administration - Management
Southern Alberta Institute of Technology
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