Yelmiza Iqbal
@yelmizaiqbal
Customer-focused service and sales professional delivering measurable results.
IndiaWhat I'm looking for
I am a dedicated customer service and sales professional with proven experience across telecoms, retail, and hospitality. I consistently meet KPIs such as FCR, AHT, and CSAT while resolving customer issues and driving retention.
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 contribute to sales and retention targets. I bring hands-on experience in outbound sales from my time as a Sales and Marketing Executive at Jio, where I exceeded targets through cold calling, door-to-door outreach, and B2B engagement.
Previously, as a Crew Trainer at McDonald's, I supervised daily operations, managed shift schedules, and onboarded new staff to maintain service quality under pressure. I hold an MBA (Distinction) from the University of Chester and a BBA (Distinction) from the University of Kashmir, complemented by courses in digital marketing and digital leadership.
I work collaboratively, adapt quickly in fast-paced environments, and am driven to improve service quality and efficiency while supporting sales growth and strong customer relationships.
Experience
Work history, roles, and key accomplishments
Customer Service Advisor
EE (BT Group)
Apr 2025 - Present (8 months)
Deliver effective customer support for mobile, broadband and TV services by resolving inquiries and complaints, contributing to sales and retention while consistently meeting KPIs for FCR, AHT and CSAT.
Crew Trainer
McDonald's
Nov 2022 - Mar 2025 (2 years 4 months)
Supervised daily operations and managed shift schedules in a high‑pressure environment, training and onboarding new staff and resolving customer enquiries to maintain high satisfaction scores.
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.
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.
Education
Degrees, certifications, and relevant coursework
UCUniversity of Chester
Master of Business Administration, Business Administration
2022 - 2023
Grade: Distinction
Completed a Master of Business Administration with Distinction, focusing on core management and business administration topics.
Internshala (Digital Marketing Course)
Certificate, Digital Marketing
2022 - 2022
Short practical course in digital marketing covering SEO, social media marketing, email marketing, inbound marketing, and Google Analytics.
UKUniversity of Kashmir
Bachelor of Business Administration, Business Administration
2018 - 2022
Grade: Distinction
Completed a Bachelor of Business Administration with Distinction, covering foundational business and management subjects.
SBSimplilearn (Digital Leadership in Business)
Certificate, Digital Leadership
2021 - 2021
Intensive program focused on digital leadership skills relevant to business and digital transformation.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
United KingdomJob categories
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