Ibrahim Alvi

Dynamic and results-oriented Telemarketing & Customer Services professional with over 14 years of progressive experience in BPO operations, outbound sales, and team leadership. Proven track record of building and managing high-performance sales teams, improving operational efficiency, and driving revenue growth. Founder of an independent BPO company, demonstrating entrepreneurial acumen alongside deep industry expertise.

Adept at coaching agents, optimizing workflows, and delivering exceptional customer experiences across diverse client accounts.

Sales Operations Manager at CoreBiz Support Center (2025 – Present)

• Review inbound/outbound calls, chats, and emails
• Score agents based on compliance, communication.
• Ensure adherence to DNC regulations (e.g., TCPA for U.S. campaigns)
• Prevent unauthorized outbound calls
• Maintain and update internal & external DNC lists

Founder & Managing Director at Proficient Communication (2021 – 2025)

Founded, registered, and managed an independent BPO company handling telemarketing and customer service campaigns.

• Recruited, trained, and managed a team of sales agents and support staff.
• Developed client accounts, negotiated contracts, and managed campaign delivery end-to-end.
• Responsible for P&L management, workforce planning, and quality assurance.

Operations and Quality Assurance Manager at CoreBiz Support Center (2018 – 2021)

• Oversaw daily BPO operations across multiple campaigns and client accounts.
• Managed team leads and agents, conducting performance reviews and targeted coaching.
• Designed and implemented SOPs to standardize call handling and improve first-call resolution rates.
• Reported campaign metrics and KPIs to senior management and clients, driving data-informed decisions.

Team Leader – Telemarketing at J Telemarketing (2015 – 2016)

• Supervised and motivated a team of outbound sales agents to achieve daily and monthly targets.
• Conducted regular call monitoring, provided real-time feedback, and ran weekly performance huddles.
• Contributed to script development and objection-handling training for new agents.

Sales Specialist at Touch Stone Communication (2012 – 2015)

• Consistently ranked among top-performing sales agents across outbound telemarketing campaigns.
• Developed strong objection-handling, upselling, and customer retention techniques.
• Mentored junior agents informally, contributing to overall team performance.

Sales Specialist at One Call BPO (2010 – 2012)

• Launched career in the BPO industry with a focus on outbound sales and lead generation.
• Developed core competencies in customer engagement, product pitching, and CRM usage.

BS Technology in Civil Engineering – Preston University, Islamabad (2020)

Diploma of Associate Engineering in Civil Technology – Swedish Institute of Technology, Rawalpindi (2014)

Matriculation – F.G Sir Syed Boys Secondary School, Rawalpindi (2009)