Open to opportunities

Yelmiza Iqbal

@yelmizaiqbal

Message

Customer-focused service and sales professional delivering measurable results.

India

Message

What I'm looking for

I seek a customer-facing role where I can improve satisfaction, meet sales targets, develop teams, and grow within a collaborative, metrics-driven company.

In my current role as a Customer Service Advisor at EE (BT Group), I advise customers on mobile, broadband, and TV services, handle complaints professionally, and support sales and retention targets through effective customer engagement.

Previously, as a Shift Manager at McDonald's, I managed daily restaurant operations, coordinated shift schedules, and supervised team performance to ensure smooth service delivery in a fast-paced environment. I also supported staff training and onboarding while maintaining high customer service standards and operational efficiency.

Earlier in my career, I worked as a Sales and Marketing Executive at Jio, where I gained hands-on experience in outbound sales, lead generation, and customer acquisition through cold calling, door-to-door outreach, and B2B engagement.

I hold an MBA (Distinction) from the University of Chester and a BBA (Distinction) from the University of Kashmir, complemented by certifications in digital marketing and digital leadership. I work collaboratively, adapt quickly in fast-paced environments, and focus on improving service quality, operational efficiency, and customer satisfaction

Experience

Work history, roles, and key accomplishments

Current

Customer Service Advisor

Current

EE (BT Group)

Jan 2025 - Present (1 year 2 months)

Deliver high-quality customer support by handling enquiries, resolving issues, and managing complaints in a professional manner.
• Provide first-line technical support for mobile & broadband, diagnosing service and connectivity issues and guiding customers through effective solutions.
• Advise customers on relevant products and services, supporting sales and retention targets.

Customer Service CRM AHT FCR CSAT Customer Retention

Shift Manager

McDonald's

Nov 2022 - Dec 2024 (2 years 1 month)

• Managed daily restaurant operations, coordinated shift schedules, and ensured efficient workflow in a fast-paced environment.
• Supervised staff performance, handled customer enquiries and resolved issues to ensure high satisfaction scores.
• Trained and onboarded new staff members to company standards.

Team Leadership Onboarding Scheduling Customer Service Shift Management Operations

Sales and Marketing Executive

Jio

Jun 2021 - Sep 2022 (1 year 3 months)

Conducted outbound sales (cold calling, door‑to‑door, B2B) and executed marketing campaigns to generate leads and acquire customers, consistently exceeding sales targets through tailored product solutions.

Cold Calling Lead Generation B2B Sales Marketing Campaigns Negotiation Product Knowledge Retention

Intern, Women Empowerment

Indian Institute of Management, Rohtak

Mar 2021 - Jun 2021 (3 months)

Ran cold‑calling campaigns to promote a new course, generating leads and engaging stakeholders while strengthening communication and persuasion skills through outreach and debates.

Cold Calling Lead Generation Communication Stakeholder Engagement Public Speaking