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Azan K. — Senior BPO Operations Manager from Pakistan

Azan K.

Senior BPO Operations Manager

Pakistan 3-6 years
Open to offersNew to Platform
Languages
EnglishUrduHindi
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About

Azan K. is a seasoned BPO & Customer Support Professional based in Islamabad, Pakistan, with over 8 years of experience specializing in B2C and B2B environments. In recent years, he has expanded his expertise into the realms of software development and Artificial Intelligence. His educational pursuit of a BS in AI complements his practical skills in building software tools and automating workflows. Azan has demonstrated leadership by managing teams, coaching agents, and driving the success of over 12 outbound and inbound campaigns. As an ISA Team Lead and B2B Operations Manager for multiple BPO companies, he has orchestrated lead pipelines, overseen customer support operations, and enhanced conversion rates. In addition, Azan's tenure as a self-employed Lead Referral Specialist showcased his capability in managing referral and lead generation processes. He brings a wealth of experience from handling inbound and outbound campaigns across various sectors and has played a pivotal role in onboarding and training new agents in medical alert systems. His key hard skills include CRM platforms, data analysis, workflow automation, and AI-assisted customer support tools.

Experience

  • ISA Team Lead & B2B Operations Manager

    Various BPO Companies
    Supervised the ISA (Inside Sales Agent) team by managing lead pipelines and tracking performance. Directed B2B customer support, handled operations management and maintained client communications. Organized team schedules, provided coaching to agents, and enhanced overall conversion rates. Oversaw CRM data management, ensured accurate record-keeping, and generated performance reports.

  • Lead Referral Specialist

    Self-Employed
    Took charge of end-to-end referral and lead generation activities for various clients. Carried out the complete sales cycle, which included lead qualification, engaging customers, and closing deals. Performed verification tasks, followed up with clients, and conducted client satisfaction checks.

  • BPO & Call Center Executive

    Various Call Centers
    Managed over 12 outbound campaigns, including Medicare, Final Expense, MVA, COVID, ACA, and Home Improvement. Provided inbound support for Tribe's Consulting Services, partnering with brands such as Papa John's, Hungry Howie's, and Wingstop. Served as a Certified Trainer for Medical Alert Systems, onboarding and coaching new agents. Consistently met sales targets while maintaining high customer satisfaction scores.

Skills & Expertise

Training and EducationLead GenerationCustomer SupportData AnalysisAI Engineer

Education

  • Bachelor of Science in Artificial Intelligence (In Progress)
    Institution not specified
  • Intermediate – ICS (Computer Science & Physics)
    Institution not specified
  • Matriculation – Science
    Institution not specified

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