ABDUL RAHMAN
Operations Manager
Hyderabad,TG
Summary
PERSONAL ATTRIBUTES
Adaptability
Determination
PROJECT MANAGEMENT:
Customer Satisfaction
Execution Excellence
Process/Product Knowledge
Process Metrics
Team developer Results-oriented business leader with more than 11 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
4
4
Certifications
9
9
years of post-secondary education
14
14
years of professional experience
Work History
Group Leader
Wipro Limited
Hyderabad , Telangana
2017.06 - Current
- With more than 10 years of experience in team handling
- Total work experience accounts to more than 11.5 years.
- Good communication skills required to interact with management and with team members.
- Good understanding, planning and execution of the Operations at a project level (resources planning and allocation).
- Coordinate global sync calls, manage action items, update status and modify existing project plans as per current status.
- Report the project progress to the Stake holders on a regular and timely basis Process/Product Knowledge: Deep and wider understanding of Product, Ops Policies and Ops workflow for relevant process(es). Detail orientation.
- Define workflows and possible solutions in case of any tool issues that can occur Process Metrics: Define metrics with project manager to measure process efficiency.
- Have a strong hold over data to analyze daily/weekly metrics reports basis the metrics set and suggest improvements. Able to share specification for new dashboards to be created under supervision.
- Collaborate with Project Manager to prioritize workflow requirements. Set expectations with TLs/PLs to ensure smooth functioning of the process.
- Identify and implement creative ideas which impact the project deliverables. Share recommendations for process improvements (substantiated with data) that would have a major impact on the project at the site level.
Team Leader
Intelenet
Hyderabad , Telangana
2009.12 - 2020.05
- Manage 60+ associates for navigation project Experience of more than 10 years in GIS domain since Dec 2009 Starting with HYIT Knowledge Systems until Aug 2010 Then associated with Serco BPO India Pvt.
Ltd from Sept 2010 till Dec 2015 Post which Intelenet Global Services Pvt.Ltd from then till May 2017. - Joined as : GIS Representative Tools used : Google Docs, SQL interface and Java application Introduction:- Ground Truth is a project of Google.
- Google Maps is a web mapping service application and technology provided by Google, that powers many map-based services, including the Google Maps website, Google Ride Finder, Google Transit, and maps embedded on third-party websites via the Google Maps.
- It offers street maps, a route planner for traveling by foot, car, or public transport around the world.
- Google Maps is "a way of organizing the world's information geographically".
- And an urban business locater for numerous countries.
- Google Maps provides high-resolution satellite images Google Maps also covers many cities in the English speaking areas.
- However, Google Maps is not solely an English maps service, since its service is intended to cover the world.
- A related product is Google Earth, a stand-alone program for Microsoft Windows, Mac OS X, Linux OS, and i Phone OS which offers more globe-viewing features, including showing polar areas.
- Maintenance process is to enhance the working and look of maps using various approaches although without user interaction from back end.
- Polish of the front end maps by involving different methods without reverting the previous work done and remain it intact for better appearance.
- Applying new features to accommodate the various requirements of the user or the customer.
- Roles and Responsibilities: Work in Maintenance process to deal with enhancing maps.
- Handles a team and their Performance, Reporting, Escalations etc.
- Prepare and share the Performance reports, Quality reports and measure the performance in accordance with the set goals.
- To assign the appropriate work as per the ability.
- Keeps traction of the inflow of the work backlog(amount of incoming and its sources).
- Conducts regular knowledge checks and publish the report to the management and other teams.
- Giving regular feedbacks to the ground staff on the work done.
- Impart the required updates(KTs) to the operations.
- Address the concerns reported by the team members which are in scope.
- Take through the team members with the protocols to be followed while working.
- Mediator to align the team members with that of business requirements.
- Sharing of the required information through electronic mailing Provide enough floor support in terms of mentoring
Associate
Wipro BPO
Hyderabad , Telangana
2008.05 - 2008.11
- To provide technical support to the customers holding laptops purchased from HP.
- To ensure customer satisfaction in terms of service and to increase revenue generation.
- This process also includes sales of various AMC plans, Hardwares, Softwares etc.
- The process supports customers from US and was limited to software support and allows to route towards the appropriate hardware support desk if the issue cannot be fixed with basic troubleshooting.
- After call conversation associate is rated by the customer through satisfaction survey form automatically generated by a programmed application.
- Roles and Responsibilities: To receive the calls, confirm the customer and ensure to address the concern.
- Probe the issue concern and try to fix the problem using trouble shooting Escalate the issues if beyond the scope of fix Pitch in for revenue generation.
- Document the conversation and trouble shooting.
- Execute regular follow ups wherein time factor limits to fix the problem on the call.
Education
MBA - Human Resources Management
Osmania University
Hyderabad 2012.06 - 2014.05
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
Hyderabad 2004.06 - 2008.05
Intermediate - MPC
Board Of Intermediate
Hyderabad 2002.06 - 2004.05
High School Diploma -
Board Of Secondary Education
Hyderabad 2001.06 - 2002.05
Skills
Basics of C.undefined
Certification
Special Training Program - Dec'08 to Jul'09
Additional Information
- Has undergone " Special Training Program" on Information Technology and Soft Skills from Dec'08 to Jul'09.
- Trained intensively on Computer Hardware and System Software Concepts, Problem Solving Techniques, Analysis of Algorithms, Programming Fundamentals, RDBMS, OOPs, Software Developement Methodoloy etc.
- Six Sigma Concepts Certified
- LEAN Certified
- Quality Academy Certified by Wipro Ltd
Timeline
Quality Academy, Wipro Limited
2020-05
LEAN Certified, Wipro Limited
2020-03
Six Sigma Training - 2019
2019-08
Group Leader
Wipro Limited
2017.06 - Current
MBA - Human Resources Management
Osmania University
2012.06 - 2014.05
Team Leader
Intelenet
2009.12 - 2020.05
Special Training Program - Dec'08 to Jul'09
2008-11
Associate
Wipro BPO
2008.05 - 2008.11
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
2004.06 - 2008.05
Intermediate - MPC
Board Of Intermediate
2002.06 - 2004.05
High School Diploma -
Board Of Secondary Education
2001.06 - 2002.05