ABDULLAH A KHAN
New Delhi
Summary
With over six years of diverse experience, I’ve grown through roles in customer service, consulting, and marketing—now driving impact as an Assistant Manager at Wipro. I thrive on solving problems, leading teams, and making a measurable difference in service delivery and client satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Manager
Wipro HR Ltd
Gurgaon
06.2024 - Current
- Lead a 15+ member voice support team to consistently meet performance and SLA targets.
- Conduct regular quality audits and live call monitoring to ensure compliance and service standards.
- Track and analyze key metrics (CSAT, FCR, AHT, and Quality) to drive continuous improvement.
- Perform root cause analysis on defects and implement corrective actions to reduce repeat issues.
- Present monthly performance decks to clients with insights and action plans.
- Use tools like Tableau, Cognos, and JIRA for performance tracking and reporting.
- Deliver individual coaching sessions and monthly one-on-ones to enhance team capability.
- Facilitate calibration sessions to align evaluation standards across quality teams.
- Coordinate with cross-functional teams to resolve process issues and improve efficiency.
- Manage team operations including shift planning, attendance, and task allocation.
- Review escalations and live calls to maintain real-time quality control.
- Identify process gaps and recommend automation or workflow enhancements.
- Support strategic initiatives to improve customer experience and team performance.
Senior Customer Service Representative
Wipro HR Ltd
Gurgaon
10.2022 - 05.2024
- Conducted customer service training for new hires.
- Resolved escalated customer complaints in a timely manner on inbound calls.
- Created reports on customer satisfaction levels and key performance indicators.
- Collaborated with other departments such processing team and insurance carriers to solve problem of employee.
- Identified trends in customer issues and provided recommendations for resolution.
- Actively worked as on floor supervisor.
Customer Service Representative
Wipro HR Ltd
Gurgaon
09.2021 - 09.2022
- Provided inbound call support to employees of 90 plus highly compensated clients.
- Primarily managed healthcare of employees as front line representative, which includes dental, vision, DVS, YSA and retiree specialist.
- Followed client metrics which includes customer satisfaction, quality of interaction and few other.
- Actively worked on follow-up tickets to resolve concerns of employees.
Strategic Business Advisor
AMHZ Consultancy
03.2018 - 02.2020
- Company Overview: (ISO 9001, ISO 14001 & OHSAS 18001)
- Advised startups on business formation, structures, and compliance.
- Developed business plans and sales strategies.
- Drafted privacy policies and structured commercial deals.
- (ISO 9001, ISO 14001 & OHSAS 18001)
Marketing Executive
Tarafah Commercial Est.
Riyadh
07.2017 - 02.2018
- Promoted industrial packaging machines and materials.
- Conducted market research and client outreach.
- Supported sales activities and product demonstration.
Education
BBA - Risk Management & Insurance With Honours
University Sultan Zainal Abidin
Malaysia08-2017
CBSE Senior School Certificate - 12th Grade
International Indian School
Kingdom Of Saudi Arabia05.2012
Skills
- Quality auditing
- Customer experience
- Team leadership
- Client communication
- Coaching techniques
- Performance management
- Quality assurance
- Employee performance evaluations
- Process improvement strategies
- Operational excellence
- Process improvement
- Root cause analysis
- Performance appraisal
- Data analysis
- Coaching and feedback
- Six Sigma
Certification
- Six Sigma
- Ielts
Languages
Hindi
First Language
English
Proficient (C2)
C2
Urdu
Advanced (C1)
C1
Arabic
Intermediate (B1)
B1
Skilled Tools
- Tableau
- Cognos
- JIRA
- ALIS
- MS Office
Timeline
Assistant Manager
Wipro HR Ltd
06.2024 - Current
Senior Customer Service Representative
Wipro HR Ltd
10.2022 - 05.2024
Customer Service Representative
Wipro HR Ltd
09.2021 - 09.2022
Strategic Business Advisor
AMHZ Consultancy
03.2018 - 02.2020
Marketing Executive
Tarafah Commercial Est.
07.2017 - 02.2018
BBA - Risk Management & Insurance With Honours
University Sultan Zainal Abidin
CBSE Senior School Certificate - 12th Grade
International Indian School
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