Naveed Syed

TouchStar develops and supports world class unified communications solutions. TouchStar Software Corporation began operations in 1998. TouchStar is a privately held corporation that is headquartered in Denver, Colorado, USA. TouchStar acquired Digisoft in 2005, Sigmaworx in 2006, and Data-Tel in 2007. TouchStar has seven world wide offices that support more than 2,500 global business clients.
As a Country Manager I was responsible for new software and services sales to companies within the EMEA territory . I was involved in the development of a sales plan to aggressively meet pre-defined sales target objectives. I was responsible to schedule meetings (phone, web, in person) with prospective prospects and existing clients to sell them the solution.
Our solutions sell in a price range from a few thousand dollars per year for an ASP solution to hundreds of thousands of dollars in licensing, hosting and service arrangements.
I was responsible to meet and or exceed pre-defined sales targets on a monthly, quarterly and annual basis.
I was responsible to coordinate a sales effort across an internal team of professionals
I was responsible to network both internally and externally for the purpose of gaining new leads and winning new business
I was responsible to be able to learn and effectively demonstrate the line of software products and services in order to win new business
I was responsible to consistently update sales information into the sales database for pipeline and management reporting

I ran a successful private management consulting firm helping technology companies manage offshore initiatives, complex services offerings and business process outsourcing. During my six years leading the company as President and CEO, he put into place the sales and operational best practices the company used to attract and serve several industry leading clients namely Lufthansa German Airlines, ADWEA, ComputerWorld, Arab National Bank, Nokia Middle East, Ministry of Tourism/Culture of Indonesia, InfoCall, Viking Telecom, YellowPages UK, Al-Ain Diary, And American Life Insurance (ALICO).

I am a recognized CRM visionary, specializing in contact centers. I have been at the forefront of CRM for over 12 years, working with major management consultancies and as an independent CRM consultant. My specialties include financial services, airlines, hotels, telecoms, and utilities. My most recent work is in the area of Customer Value Management—helping clients optimize value creation from their CRM investments. I have focused on analyzing how companies are leveraging people, process and technology to optimize customer relationships.

Throughout my 12+ year’s career working with Global 1000 companies, I have led engagements in the areas of Financial Management, Human Resources, Information Technology, and Supply Chain.

Throughout my career, I have had a keen eye on bottom-line profitability combined with the highest ethical standards. He is noted for his high energy, commitment to excellence and ability to lead. A trusted advisor to C-level executives, I have worked for years advising diverse enterprises, investors, Boards of Directors, senior executives, shareholders, and clients. In addition to expertise in Financial Services, Telecommunications, Private, Government and Airline sectors.

I adamantly believe that, as communications capabilities continue to develop and proliferate, the contact center industry stands poised at a critical, exciting juncture. I am dedicated to promoting the contact center environment and helping centers to reach their maximum potential. His enthusiasm and leadership set the standards for success that drive the entire organization.

I have an extensive background in the global contact center market. I bring a breadth of industry knowledge to his consulting assignments. My experience managing mission-critical call centers and customer service operations, plus numerous consulting projects throughout North America and abroad, spans more than 12 years.

My recent projects have involved business strategy development, operational process reviews, forecasting and scheduling improvements, quality service assessments, wellness checks and IVR routing enhancements. In my own words, he “thrives on working with companies to help them reach their goals,” and I have a proven track record of successfully applying my extensive knowledge and experience to meet the specific needs of clients. My guidance led to improvements in customer access and satisfaction through simplification of call routing and scripting, standardization of improved call handling procedures across a national service network, establishment of quality standards, and implementation of a large multi-site quality monitoring and coaching program.

My extensive domestic and international consulting experience includes working with clients to establish performance standards, develop quality assurance programs, implement training programs, improve operational processes, analyze transaction workflows, build customer relationship processes, and mentor management teams.

Developed and implemented innovative business concept to address under served niche market, and integrated new model with existing franchise. My years of contact center experience include inbound, outbound, blended and multi-media/web-based service offerings. My responsibilities include all the major aspects of business and contact center management: - client solutions and delivery - personnel recruitment, management, training & development - process mapping/transition/process improvement - performance metrics design and performance measurement - business development in client relations and process marketing - technology design, networking and build - budgeting – capex and operating – strategic planning.

Extensive background in the technology required delivering inbound and outbound services, the level of skills includes many years’ installation and project management at the senior technician's level - years of process analysis, re-engineering, process mapping, and performance metrics design, benchmarking.

I have headed up many Call Center and business initiatives: included are the technology platforms, and network infrastructure - recruitment, training - process modeling, benchmarking and performance metrics - SLA/MSA (Service Level & Master Service agreements) writing, review and negotiation - Client review and resolution - launch of many pilot and long-term projects - budget writing, management and P&L responsibility, design, build and launch of new international contact center - design technology platform, negotiate contract details, and sign off of capital budget - build of the initial launch team for the new call center division - modeling the recruiting process in harmony with HR in a BPO company with Back Office/data processing scope only - development of training program through use of contracted services initially and subsequent build of a training team including cultural and linguists to deal with international clients in US, Canada and UK - Business development with prospects and visitors to the Bahrain sites and travel to UK and USA form Bahrain to engage prospects and clients in the new and expanded services, work with Transition teams and working directly with client's team for the framing and migration of pilots and lives processes - sign off on all SLA's prior to moving a project from pilot to live launch phase - full budget responsibility of pilot and live processes - build of succession team prior to turning over the new division.