Shezan Khalil

Results-driven professional with a versatile background in Quality Control and Sales within dynamic BPO environments. Possessing 6+ years of progressive experience in ensuring service excellence, compliance, and revenue generation. Expertise in developing and implementing quality assurance frameworks to elevate customer satisfaction and operational efficiency.

Proven track record in driving sales targets, fostering client relationships, and optimizing team performance through strategic leadership and effective coaching. Skilled communicator adept at analyzing data, identifying opportunities, and implementing solutions to achieve organizational goals.

Quality Control & Operations Executive at Daffter Tech Pvt Ltd (2025-06 – 2026-09)

• Listen to recorded and live calls to evaluate agent performance, script adherence, professionalism, and compliance with company policies; monitor systems and track performance metrics.
• Train and coach sales representatives, providing constructive feedback and corrective actions to improve sales performance and call quality.
• Process and post PayPal payments accurately, verify each payment, and allocate it to the correct customer accounts.
• Handle all incoming and outgoing emails, responding to customer and internal queries in a timely and professional manner.
• Perform all types of modifications and updates in the customer database, ensuring data accuracy and integrity.

Quality Control at Rex-D (2022-04 – Present)

• Listen to recorded and live calls to assess the quality of interactions between representatives and customers. Evaluate adherence to scripts, professionalism, accuracy of information, and compliance with company policies and procedures.
• Conduct detailed evaluations and provide constructive feedback to call center agents based on predefined metrics and quality standards. Identify areas for improvement and suggest corrective actions or training as needed.
• Participate in continuous improvement initiatives aimed at enhancing overall service quality, efficiency, and customer satisfaction.
• Analyze customer feedback, surveys, and complaint data to identify recurring issues or trends. Use insights to adjust quality control processes and training programs accordingly.
• Conduct audits and quality assurance checks to verify adherence to established standards and procedures.

Quality Assurance at Rex-D (2021-10 – 2022-03)

• Listen to recorded and live calls to assess the quality of customer interactions Use quality monitoring tools to track performance metrics and document evaluations.
• Provide constructive feedback to call center agents based on evaluation results.
• Collaborate with training and operations teams to identify process gaps and propose corrective actions.
• Conduct audits and quality assurance checks to verify adherence to established standards and procedures. Ensure call center operations comply with industry regulations, legal requirements, and company policies.

Sales Executive at SBT Japan (2020-06 – 2021-09)

• Handle inbound and outbound calls in a professional and courteous manner provide accurate information about products, services, and company policies.
• Listen actively to customer concerns and empathize with their situation identify and assess customer needs to achieve timely resolution
• Record details of customer interactions and transactions accurately update customer information in the database during and after each call.
• Meet or exceed performance targets such as call handling time and customer satisfaction metrics.
• Collaborate with team members and other departments to resolve complex issues.

Sales Executive at Hello International (2020-01 – 2020-05)

• Place outbound calls to prospective customers or existing clients based on provided lists or databases. Conduct market research, survey, or gather feedback from customers as assigned.
• Build rapport with customers to understand their needs and preferences
• Follow call scripts, sales processes, and compliance guidelines as provided by the organization.
• Meet or exceed daily, weekly, and monthly performance targets for call volume, sales, and lead generation.

Sales Executive at Bizdaar Corporation (2019-04 – 2019-11)

• Identify and research potential leads through various sources such as databases, social media, and industry events.
• Conduct cold calls to prospective clients to introduce our products/services, qualify leads, and set up meetings.
• Handle inbound calls, emails, and chat inquiries from prospective and existing customers, providing information about products/services and addressing their needs.

Bachelor of Business Administration – Federal Urdu University

Intermediate in Pre-Engineering

Matriculation in Science