Abdullah Virani
Bandra West
Summary
A seasoned leader with 15+ years of experience in IT-enabled services for the Wireless Telecommunications & Broadband industry across multiple channels like Voice Inbound, Outbound & Collections. Expertise in executing Process Improvement programs, interpreting corporate vision & strategy, translating objectives into actionable plans, and incorporating innovative management techniques into a multicultural workforce. Experienced in Service Delivery, Performance Management, Employee Relations, Organizational Behavior, Employee Engagement, and Change Management. Strong leadership, interpersonal, communication, problem-solving, planning, organizing, and monitoring skills. Visionary with proficiency in market research, knowledge transfer & training development.
Overview
22
22
years of professional experience
Work History
Manager - Operations
Teleperformance
03.2023 - Current
- Company Overview: Teleperformance is a global leader in digital integrated business services, providing customer experience management across multiple industries
- Managing clients and overseeing a 700+ headcount in operations
- Oversee 700+ headcount and manage overall operations for multiple clients
- Plan, organize, and supervise day-to-day operations, ensuring KPIs and SLAs are met
- Drive operational efficiency through process improvements and performance optimization
- Ensure seamless client interactions, end-to-end client management, and stakeholder coordination to align business objectives
- Develop strategic workforce plans, forecast operational needs, and manage staffing requirements
- Implement employee engagement programs to enhance retention and performance
- Lead quality and compliance initiatives, ensuring adherence to client and regulatory requirements
- Conduct performance evaluations, training, and leadership development for team members
- Liaise with cross-functional teams to drive innovation and improve customer experience
- Participate in business reviews with stakeholders, identifying key improvement areas
- Manage Net Promoter Score (NPS) initiatives, focusing on continuous customer satisfaction improvement
- Teleperformance is a global leader in digital integrated business services, providing customer experience management across multiple industries
Team Operations Manager
Tech Mahindra Business Services Ltd.
12.2018 - 02.2023
- Managed daily operations of 110+ customer service professionals providing end-to-end lifecycle support for a major Australian telecom service provider
- Implemented process improvements to enhance First Call Resolution and customer experience (tNPS)
- Developed strategies to consistently meet and exceed KPIs through performance and people management
- Ensured quality and compliance by adhering to internal policies and client standards
- Conducted performance evaluations, salary reviews, and training programs
- Promoted employee engagement, leadership development, and retention initiatives
- Defined key performance metrics and drove team performance through recognition programs
Team Leader
Tech Mahindra Business Services Ltd.
10.2012 - 12.2018
- Led a team of 10-15 customer service executives to achieve operational excellence
- Conducted briefings, coaching, and training to enhance team performance
- Managed team staffing, leave schedules, and attrition control
- Handled customer escalations and liaised with stakeholders to resolve issues
- Implemented employee engagement programs to improve retention and morale
- Generated work order reports and managed voice operations and collections teams
Knowledge Coach
Tech Mahindra Business Services Ltd.
08.2010 - 10.2012
- Conducted process improvement training sessions for customer service teams
- Analyzed and provided feedback for process enhancement and simplification
- Managed escalation calls and led team briefing sessions
Customer Relation Advisor
Tech Mahindra Business Services Ltd.
04.2008 - 08.2010
- Provided world-class customer experience for Vodafone Telecom subscribers
- Handled escalations, troubleshooting, and process improvements
- Conducted on-the-job training for new hires
Customer Service Professional
SITEL India Private Ltd.
02.2007 - 04.2008
Assistant Manager/Care Taker
Kolkhe Weight Bridge, India Pvt Ltd.
01.2003 - 06.2006
Education
Bachelor of Commerce -
Alagappa University
01.2012
Skills
- Operations Management
- Team Leadership
- Resource Management
- Process Transition
- Process Improvement
- Analytical Skills
- Efficiency Management
- Liaison & Coordination
- Business Contingency Planning
- Crisis Management
- Skill Identification
- Training & Development
- Security and Risk Assessment
- Regulatory Compliance Management
- Client Management
- Stakeholder Management
- NPS Management
Websites
Personal Information
- Date of Birth: 09/01/86
- Nationality: Indian
Languages
- English
- Hindi
- Marathi
Career Timeline - Key Competencies
- Operations Management, Overseeing daily operations efficiently
- Team Leadership, Leading and motivating teams
- Resource Management, Allocating and managing resources effectively
- Process Transition, Managing smooth transitions of processes
- Process Improvement, Driving enhancements in workflows
- Analytical Skills, Utilizing data for informed decision-making
- Efficiency Management, Optimizing performance and productivity
- Liaison & Coordination, Facilitating communication between teams
- Business Contingency, Planning for risk mitigation
- Crisis Management, Handling crises effectively
- Skill Identification, Recognizing and developing talent
- Training & Development, Enhancing team skills through training
- Security and Risk Assessment, Ensuring compliance and risk management
- Regulatory Compliance Management, Adhering to industry standards
- Client Management, Managing relationships with clients
- Stakeholder Management, Engaging with key stakeholders
- NPS Management, Monitoring and improving Net Promoter Score
Professional Highlights
- Best Manager Award for H2 - 2023
- Shine Award - Team Operations Manager - 01/2020 to 06/2020.
- Shine Award - Team Operations Manager - 06/2020 to 12/2020.
- Nominated for Shine Award - Team Operations Manager - 01/2021 to 06/2021.
- Provide insights to Hiring on designing skill-based interviewing program for intake of the right candidates.
- Liaise with training teams in preparing personalized modules based on the trainee's skill level.
- Awarded as the best team for Q1 - 2018.
- Awarded as the best performing team for Feb & March 2018.
- Awarded as the Best Team-leader for Q1.
- Nominated as the best team leader for Q4 2017.
- Best team in the outbound space in May 2016.
- Awarded as the best team coach 'Achiever Award' for Q2 2012.
- Awarded as the best team for Sales support April 2012 & Feb 2013 in the Vodafone Crazy John's process.
- Successfully helped closure of The Crazy John Brand (Australia) by migrating customers to the Vodafone base.
Languages
English
First Language
Timeline
Manager - Operations
Teleperformance
03.2023 - Current
Team Operations Manager
Tech Mahindra Business Services Ltd.
12.2018 - 02.2023
Team Leader
Tech Mahindra Business Services Ltd.
10.2012 - 12.2018
Knowledge Coach
Tech Mahindra Business Services Ltd.
08.2010 - 10.2012
Customer Relation Advisor
Tech Mahindra Business Services Ltd.
04.2008 - 08.2010
Customer Service Professional
SITEL India Private Ltd.
02.2007 - 04.2008
Assistant Manager/Care Taker
Kolkhe Weight Bridge, India Pvt Ltd.
01.2003 - 06.2006
Bachelor of Commerce -
Alagappa University