Shahzaib William

CabCall Experts May 1, 2023 - February 29, 2024 Customer Service Representative (CSR) CabCall Experts May 2023 – February 2024 Handled inbound and outbound calls for a UK-based cab campaign, assisting customers with booking inquiries, service support, and issue resolution. Maintained a high level of professionalism while addressing customer concerns and ensuring a smooth customer experience. Demonstrated strong communication, problem-solving, and multitasking abilities while working in a fast-paced call center environment. Accurately documented customer interactions in CRM systems and collaborated with team members to improve service quality and operational efficiency. Key Skills: Customer Service • Call Handling • UK Campaign Support • Communication • Problem Solving • Customer Support • CRM Systems • Multitasking

Taxi Guys March 1, 2024 - April 30, 2025 Customer Service Representative → Dispatcher/Controller → Cover Agent Taxi Guys March 2024 – Present Started as a Customer Service Representative (CSR) handling inbound and outbound calls for cab service campaigns, assisting customers with bookings, inquiries, and issue resolution. Due to strong performance and reliability, I was promoted to Dispatcher/Controller, where I managed ride dispatching, coordinated with drivers, monitored trip progress, and ensured efficient service operations. Later progressed to the role of Cover Agent, responsible for overseeing multiple cab campaigns, supporting team operations, handling escalations, and ensuring smooth workflow across dispatch and customer service functions. Demonstrated strong leadership, coordination, and problem-solving skills while maintaining high service standards in a fast-paced call center environment. Key Skills: Customer Service • Dispatch Operations • Fleet Coordination • Call Handling • Problem Solving • Team Support • CRM Systems • Operations Management

Sensible BPO May 1, 2025 - January 31, 2026 Customer Service Representative (CSR) → Team Lead Sensible BPO May 2025 – January 2026 Started as a Customer Service Representative (CSR) working on sales campaigns, engaging with potential customers through outbound calls, promoting services, and closing sales while meeting daily and monthly performance targets. Focused on building customer relationships, identifying client needs, and effectively presenting solutions to drive conversions. After three months, I was promoted to Team Lead, where I managed and supervised a team of 20–30 agents. Responsible for monitoring sales performance, motivating the team to achieve targets, handling escalations, and providing training and coaching to improve conversion rates. Ensured smooth team operations, maintained productivity standards, and supported management in achieving overall campaign goals. Key Skills: Sales • Team Leadership • Outbound Calling • Lead Conversion • Target Achievement • Performance Monitoring • Coaching & Mentoring • Team Management • Client Communication

Reprosify February 1, 2026 - Present Account Executive Reprosify February 2026 – Present Working as an Account Executive, responsible for managing client relationships, identifying new business opportunities, and supporting sales growth. Engage with potential and existing clients to understand their needs, present appropriate solutions, and maintain strong professional relationships. Handle client communications, coordinate with internal teams to ensure smooth service delivery, and assist in closing deals while maintaining high levels of client satisfaction. Focused on building long-term partnerships, meeting sales objectives, and contributing to overall business development efforts. Key Skills: Account Management • Client Relations • Sales • Business Development • Lead Generation • Negotiation • Communication • Relationship Management