ABDUL MUSTAJEEB MD
Hyderabad
Summary
To obtain a challenging position in an organization gives me the scope to enhance my skills and knowledge toward my career growth, and to be part of a team that dynamically works toward the growth of the organization.
Overview
4
4
years of professional experience
Work History
Sr. Advisor
Sears Holdings India
Hyderabad
05.2023 - 04.2025
- Responsible for the day-to-day, minute to minute monitoring of projects for Real Time Adherence, Schedule Adherence, Line Adherence, and other related Work Force Management Functions.
- Generates and evaluates staffing schedules and ensures data updates into scheduling system.Generates short- and long-term staffing models, and provides recommendations based on analysis.
- Managing the WFC and GCC team, and ensuring all client and internal deliverables are made within a committed timeline.
- Trend analysis and creating forecasting assumptions, such as calls, AHT, and shrinkage, to determine staffing requirements.
- Provide deviation reports with staffing shrinkage to the client to ensure the staffing over/under will not impact the business.
- Compare results to forecast and identify opportunities for improvement.
- Provide daily and intra-day performance reports to leadership.
- Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra- day trends. Maintain special emphasis on looking for possible downtime and telephony issues.
- Offering a single point of contact, or in other words, providing a bridge between operations and clients.
- During low call volume, work with a senior member of the Command Center to offer voluntary time off, force agents to leave early, or allocate resources to alternative tasks.
- Communicate with remote centers and staffing agencies to input all callout data kept up to datefor analysts and management team.
- Development and maintenance of Standard Operating Procedures (SOP).
- Working as WFM Profiling Analyst and supporting Global Command Centre Known as GCC.
- Creating new user’s profile in all the application’s like, CSI, TEFE, CIBOODLE, GCRS, SPR Etc.
- Responsible for creating new hire profiles, Transfer request & Termination request.
- Used to prepare weekly data reports, shrinkage reports, and the Monthly MBR, among other tasks.
Sr. Customer Associate
Sykes Business Pvt Ltd
Hyderabad
05.2021 - 05.2023
- Customer Associate, my role was to help customers in resolving their issues
- Managed and resolved customer complaints via inbound and outbound calls and emails
- Identified and escalated issues to the management following the hierarchy
- Provide product and service information to customers
- Research required information using available resources
- Research, identify and resolve customer complaints using applicable software
- Process orders, forms, and applications and route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Followed up on customer calls to achieve customer satisfaction
- Achieved service time and quality targets
- Maximized customer engagement and satisfaction by delivering excellent customer service
- Picked up additional tasks to aid team success
- Demonstrated consistent hard work and dedication to achieve results and improve operations
- Met the schedule using excellent planning and coordination skills.
- Collaborated with team members to achieve target results
- Troubleshoot problems and diagnosed system faults
- Picked up additional tasks to aid team success
Education
M.Tech - Machine Designing
Malla Reddy Engineering College
Telangana, India07-2020
B.Tech - Mechanical Engineering
Swarna Bharathi Institute of Science And Technology
Telangana, India07-2016
Skills
- Time management skills
- Client relations specialist
- Skilled multitasker
- Team management
- Deadline-oriented
- Process improvement
Projects
Design of Steam Turbine for Electric Hybrid solar Tunnel Dryer with Power Production Using Heat Solar Air Pre-Heater Energy. Design and Analysis of a Hybrid Composite Mono-leaf Spring Using Carbon and E-Glass Fibre.
Technical Skills
Microsoft Office
- Excel
- PowerPoint
- Creating Form
Languages
English
First Language
English
Proficient (C2)
C2
Timeline
Sr. Advisor
Sears Holdings India
05.2023 - 04.2025
Sr. Customer Associate
Sykes Business Pvt Ltd
05.2021 - 05.2023
M.Tech - Machine Designing
Malla Reddy Engineering College
B.Tech - Mechanical Engineering
Swarna Bharathi Institute of Science And Technology
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