Open to opportunities

Ali Imtiaz

@aliimtiaz1

Message

Team lead coaching inbound/outbound customer teams to break sales, retention, and SLA goals.

United States

Message

What I'm looking for

I’m looking to lead and coach customer-facing teams with a data-driven, coaching-first culture—owning escalations, improving QA and SLAs, and collaborating cross-functionally to increase sales, retention, and first-call resolution.

I’m a performance-driven team lead who coaches high-achieving inbound and outbound groups to shatter sales and customer retention records. I’m known for “absolute dependability” and cross-functional flexibility—aligning day-to-day execution with long-term objectives through strategic planning, KPI/SLA management, and escalation ownership.

In leadership roles, I’ve managed and mentored teams (24+ agents), run interviews and training facilitation, conducted performance evaluations, and improved operations through quality assurance, root cause analysis, and process optimization. I’ve also delivered measurable outcomes like a 75% sale-to-call ratio, a 70% customer retention achievement, and “zero financial discrepancy,” while leveraging tools like Microsoft Excel, Salesforce CRM, ServiceNow, Jira Service Management, Genesys, and ADP to monitor performance and drive results.

Experience

Work history, roles, and key accomplishments

Current

Leadership Team Lead - Verification

Current

AHS

Nov 2024 - Present (1 year 8 months)

Led a remote team for Backend Document Process Verification (Massachusetts Health Connector), managing agents and coaching performance to meet SLA/KPI targets. Oversaw escalations, interviews, training facilitation, workforce monitoring, QA/quality assurance, and process optimization.

Team Leadership Team Management Employee Coaching Interview Training Facilitation SLA Management KPI Management Escalation Management Workforce Management Quality Assurance Root Cause Analysis Process Optimization ADP Payroll Microsoft Excel Customer Retention

Night Auditor & Assistant Manager

Holiday Inn

Dec 2020 - Mar 2022 (1 year 3 months)

Served as Night Auditor and Assistant Manager, performing overnight front desk and property operations while handling reservations, late check-ins, and customer issue resolution independently. Completed end-of-day and night-audit tasks including revenue/cash reconciliation, folio posting, occupancy reporting, and facility security and compliance checks.

Night Audit Opera PMS Revenue Reconciliation Reservation No Show Processing Scheduling Occupancy And Revenue Reporting Emergency Response Facility Security Walks Safety Compliance

Sales/Retention SME & Team Lead

S&P Data LLC

Apr 2022 - Present (4 years 3 months)

Promoted into sales/retention subject matter expert and team lead roles for inbound/outbound call operations under Domestic and General/T-Mobile contracting. Managed QA and call calibration, coached agents, and performed data logging, compliance auditing, and workforce/schedule management.

Sales Outbound Sales Outbound Customer Retention Subject Matter Expert Quality Assurance (QA)Call Calibration Compliance Auditing Amdocs Salesforce CRM ServiceNow Genesys Microsoft Excel Workforce Management

Education

Degrees, certifications, and relevant coursework

Prince George's Community College

Business and IT (coursework), Business and IT

2019 - 2020

Completed business and IT coursework from 2019 to 2020 and was close to finishing a bachelor's program, but paused due to financial obligations after his father passed.

Featherstone High School

High school diploma, High school

2012 - 2016

Grade: 4.0 GPA

Activities and societies: School captain and elected student executive leader; football team captain (two championship winners); managed student stakeholder meetings and debates; led theater/drama productions as a cast lead.

Earned a high school diploma from 2012 to 2016, achieving a 4.0 GPA and completing leadership and extracurricular commitments.