Tasneem Peterson

• Spearheaded the quoting function for 27 brands with key software brands (Microsoft, Adobe, VmWare, Veeam, IBM, Trellix,more), managing a team of 28 agents. Directed all upsales, renewals, and critical migration projects.

· Exceeded Targets: Led the team to surpass Adobe’s commercial customer migration goal, achieving a 96% success rate (vs. 80% target) by the December 2024 deadline.

· Strategic Development: Earned 54 Microsoft certifications to drive expert-level sales strategies and guide CSP & Marketplace transitions.

· Performance Leadership: Orchestrated forecasting, refined sales tactics, and managed the full software renewal lifecycle, optimizing revenue.

• Utilized various software and tools to streamline processes and optimize performance.

• Held a series of progressive leadership roles, culminating in full P&L and operational responsibility for the call centre function.

· Operational Design: Designed and implemented a comprehensive call center program from the ground up, significantly improving efficiency and service quality.

· Performance & Quality: Directed all Performance Management, QA, auditing, and spot-check initiatives, transforming underperformers into top achievers through targeted coaching.

· Stakeholder Management: Produced detailed productivity reports for clients and collaborated with HR on recruitment, training, and disciplinary proceedings to uphold standards.

· System Expertise: Became a subject matter expert in proprietary systems (DebtCheck, Freshdesk, Excalibur), refining workflows and reducing query volumes for key accounts like African Bank.

• Built foundational expertise in th call center environment specifically collections, customer service, and team leadership, consistently exceeding personal and team targets.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Worked closely with human resources to support employee management and organizational planning.
• Monitored operations and reviewed records and metrics to understand company performance.