Abdul Sattar Sait
Summary
Results-oriented team leader with over 10 years of expertise in e-commerce business operations, seller and vendor management, customer service, quality assurance, and team handling. Skilled in effectively managing diverse team members to achieve business goals. Known for meticulous attention to detail and efficiency in both people and process management. Collaborates seamlessly with cross-functional teams to ensure operational and service excellence.
Overview
11
11
years of professional experience
Work History
Manager Service Center
Target Corporation
01.2022 - Current
- Lead and managed a team of 15 TMs who are primarily responsible in handling guest queries through the chats, emails and queue work.
- Ability to work with Line of Business teams with a healthy sense of exploration and driving business insights.
- Managed and motivated employees to be productive and engaged in work.
- Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for developing business continuity plans, procedures and service standards for business excellence.
- Assisted in recruitment to build team of top performers.
- NH Training & Onboarding in partnership with HQ and T&C, Ramp support and timely report out.
- Planned and managed 10+ training batches (140+ TMs) during the growth phase of service centers in Target.
- Time Off manager roll out in partnership with HQ WFM.
- Team development through investments in learning and other talent showcasing opportunities.
- Automated the Monthly allowance tracker in partnership with the automation team and payout in partnership with the HR payroll teams.
- Made significant contributions during the FPGCS transition to TII by formulating the leader onboarding plan in collaboration with TII and MPLS leaders.
- Participated in the goal-setting exercise, initiating QA calibration sessions while co-creating the QA framework for internal audits.
- Conceptualized and established daily GCS process connect calls for TII team members to foster collaboration and knowledge sharing.
- Co-created business continuity plans for teams to ensure minimal to no impact to business deliverables and extensively involved in planning and execution of future of work for immediate teams ranging from technology to engagement aspects.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
Floor Supervisor - Operations
INFOSYS BPM Ltd.
09.2020 - 01.2022
- Manage a team of approx. 15 customer service representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.
- Manage team performance and responsible for the overall development of the team.
- Managed and strengthened Client Relationships.
- Develop, maintain, trend and report Key Performance Indicators.
- Ensure the effective management both in terms of business objectives and the personal and professional development of direct reports.
- Collaborated with other departments to drive successful completion of assigned tasks.
- Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.
- Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
- Responsible for day-to-day functioning/administrative work including production floor management.
- Performs other duties as assigned by manager.
Team Leader - Operations
STARTEK (Formerly Known as Aegis Customer Support Services Pvt. Ltd.)
05.2019 - 07.2020
- Lead a team of 25 employees and actively monitoring team performance and guiding the team to achieve their daily SLA's.
- Managing performance metrics- Attrition /Shrinkage/SLA/ CSAT/Quality.
- Creating SOD and EOD reports daily to effectively manage SLA's.
- Maintaining up-to-date knowledge of process developments.
- Managing workable volume and allocating work assignments.
- Developed effective improvement plans in alignment with goals and specifications.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Held team meetings to gain feedback, provide updates and set policies.
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
- Worked on WBR and MBR reports to the management.
- Present systematic feedback to team on their performance.
Associate Team Leader
Amazon Development Center India
05.2016 - 03.2019
- Handled production teams and transitioning teams with a PRR/NPS of above 93% and more than 55-60% RR.
- Responsible for leading and managing a team of 20-25 team members.
- Managing workable volume and allocating work assignments.
- Worked on projects such as TTRP, RR, and ARR for improved seller satisfaction and to reduce SLA's.
- Managed concerns raised by sellers based on their selling accounts, registration payments, listings, account, catalog, sales, orders, promotions and campaigns.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Ensure systematic feedback to team members on their performance.
- Developed effective improvement plans in alignment with goals and specifications.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Quality Analyst-Escrow Analysis
Ocwen Financial Solutions Pvt. Ltd
09.2014 - 04.2016
- To provide active feedback to associates who are assigned, to identify their area of improvement.
- Coaching and training the associates about the quality parameters to avoid process related concerns.
- Provide RCA details for all the failed cases to the BU for a better understanding of process gaps.
- Assigning workflows to team members (Bangalore and Pune locations), consolidating reports, reporting the outcome/productivity to the reporting managers.
- Adhering to agreed Service Level Agreements and escalating any unresolved issues to the concerned departments to provide faster and accurate resolution.
- Adhering to the Quality and compliance set by the department.
Senior Medical Engagement Associate
Indegene Lifesystems Pvt. Ltd.
12.2013 - 06.2014
- Part of the pilot batch for Business Development Team.
- Creating new reports and dashboards and manage existing reports & managing the daily reports of the process.
- Work with internal department to understand current and future business needs.
- Analyzing the data for suggestions for running campaigns.
- Coordinating with the data team to target prospective customers.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty by delivering excellent experiences.
Education
Bachelor of science (B. Sc) -
Bangalore University
01.2013
Skills
- Team leadership
- Data analysis and reporting
- Management of service level agreements
- Process improvement
- Performance improvement strategies
- Stakeholder relationship management
- Collaborative decision-making
- Effective expectation communication
- Talent acquisition and assessment
- Google Ads and Analytics foundational knowledge
- Expertise in Microsoft Office Suite
Personal Information
Date of Birth: 06/26/91
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Advanced (C1)
Kannada
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Timeline
Manager Service Center
Target Corporation
01.2022 - Current
Floor Supervisor - Operations
INFOSYS BPM Ltd.
09.2020 - 01.2022
Team Leader - Operations
STARTEK (Formerly Known as Aegis Customer Support Services Pvt. Ltd.)
05.2019 - 07.2020
Associate Team Leader
Amazon Development Center India
05.2016 - 03.2019
Quality Analyst-Escrow Analysis
Ocwen Financial Solutions Pvt. Ltd
09.2014 - 04.2016
Senior Medical Engagement Associate
Indegene Lifesystems Pvt. Ltd.
12.2013 - 06.2014
Bachelor of science (B. Sc) -
Bangalore University
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