Usman Iqbal

Motivated Sales Development Representative with proven experience engaging US-based customers through Walmart.com. Skilled in outbound calling, customer engagement, CRM tools, and KPI-driven performance. Adept at building relationships, identifying opportunities, and contributing to pipeline growth. Eager to apply customer facing and analytical expertise to drive sales success in a global remote team.

Customer Service Specialist at Ibex Global (2024-04 – 2025-02)

• Achieved 88%+ resolution rate and consistently surpassed weekly kpis, demonstrating performance under high-pressure environments.
• Handled 50+ daily interactions with us customers, applying active listening & persuasion to resolve issues and build long-term trust.
• Identified upsell and cross-sell opportunities during customer interactions, strengthening retention and revenue potential.
• Collaborated cross-functionally to improve customer journey, experience relevant to managing sales funnels.
• Leveraged CRM tools and analytics to track customer pain points, supporting data-driven improvements in engagement strategies.
• Reduced Average Handle Time (AHT) by 15% through streamlined communication and structured problem resolution.
• Gained exposure to CRM tools and customer analytics, building foundational knowledge in user journey mapping and pain point identification.
• Built resilience in a high-pressure, performance-driven environment, exceeding weekly KPIs.

Founder at Scentricity Candles (2022-11 – 2023-01)

• Launched a handcrafted candle brand, handling end-to-end sales, from product positioning and branding to customer acquisition.
• Drove direct-to-customer sales through social media campaigns, achieving a total of 120 orders in 3 months.
• Built sales funnels via social media campaigns, achieving steady order inflow and repeat customers in the first quarter.
• Applied market research techniques to analyze fragrance trends and customer preferences.
• Developed marketing content & pricing models which strengthened entrepreneurial and product analysis skills.

Intern at Human Resources Solutions International (2019-06 – 2019-07)

• Supported recruitment efforts for clients like Daraz.pk and Pakistan American Tobacco by sourcing, screening, and shortlisting candidates.
• Published job postings across platforms (Indeed, linkedin) and conducted initial evaluations against job requirements.
• Improved candidate match quality through data tracking and collaboration with senior recruiters.

Bachelors of Sciences in Entrepreneurship – Iqra University

A-Levels – Private Candidate (2018 – 2020)

O-Levels – Lahore Grammar School (2016 – 2018)