Amjad Shaikh

• Manage following client accounts Vodafone idea, Thomas Cook, UltraTech & Paranjape Builders
• Successfully Manage client relationship with support of various department including , Operations Training & Quality, WFM Support , Dialer & HR recruitment function
• Implement & Supervise various activities for clients, Including Sales / Service/ Lead generation, Inbound & Outbound Operation
• Ensuring Target Achievement of revenue maintaining Cost Effectiveness
• Ensuring Full fillment of business KPI
• Conduct Timely Audit Ensuring Process Compliance
• Define KRAs & KPI for all associated functions

• Dispersal of Timely Payment & Collection to ensure smooth Operations
• Timely Pickup of Inventory & Ware house Management
• Achievement of KPI
• Prepared sales advisors’ categorization reports based on lead conversion ratios, closing cycles, quality scores, system tagging, average call handling time and staff time.
• Designed the KRA/KPIs that helps meeting company targets
• Share monthly & quarterly leads forecasting and projections planning with marketing team
• Prepared sales advisors’ categorization reports based on lead conversion ratios, closing cycles, quality scores, system tagging, average call handling time and staff time.
• Designed the KRA/KPIs that helps meeting company targets
• Held weekly reviews with the marketing team to discuss lead targets vs. allocation, connectivity feedback, efficiency, and lead analysis insights.
• Prepare & implement audit / feedback mechanism ( Call Quality Audits / Tagging Audits )
• Conduct target NPS and C-Sat feedback survey activity
• Tracking of inventory inspection report ( Vehicles are in test ride condition )
• Inventory & Payment reconciliation of all franchise ( Track the payment received vs Outward Inventory )
• Conduct internal Audits at showroom level

Involve contact centre operations, managing customer cycle with the team strength of nearing 400 staffs along with the support of Teamleads

• Ensure smooth operations, managing 150+ LOI under different functions
• To overview the process Outbound ( Sales, Service, Retention & Collections ) & Back office operations
• Ensuring business achievements & improve profitability Submission Monthly report
• Spearheading process improvements
• Ensure smooth transition of new activities / amendments in existing process
• Closure of business / clients requirements to the satisfaction & objective is getting met
• Conducting internal process audits, reviews for ensuring adherence as per guidelines
• To ensure dialer matrics ( ACHT, intensity, idle, Abandoned, wastage ) are aligned as per forecast . Facilitate employee’s engagement activities to control attrition / shrinkage rate to analyse forecast & plan recruitment indent accordingly
• Overlook delivery of WFM team. ( Review adherence & accuracy of Dashboard )