Summary
Overview
Work History
Education
Skills
Timeline
Languages
Generic
ANEES MULLA

ANEES MULLA

Team Lead-Operations
Kalyan

Summary

Performance-driven Team Leader with a decade of experience in optimizing operations and building high-performing teams. Proven track record of reducing team attrition and boosting key KPIs, all while fostering a collaborative environment that increased employee satisfaction.

Overview

10
10
years of professional experience

Work History

Team Leader

Accenture
06.2018 - 08.2025
  • Drove a 30% increase in key performance indicators (KPIs), including CSAT, quality, and AHT, by implementing data-driven strategies and targeted coaching for a team of 20.
  • Reduced team attrition and enhanced overall morale by fostering a supportive work environment, and delivering personalized coaching and one-on-one sessions.
  • Streamlined communication between the team and senior management, ensuring complete project alignment, and improving reporting transparency.
  • Resolved team conflicts and interpersonal issues through proactive mediation, which improved team satisfaction scores and cultivated a more collaborative work environment.
  • Empowered team members by delegating responsibilities, resulting in a 20% increase in project efficiency and greater ownership of tasks.
  • Analyzed weekly and monthly KPI reports to track performance trends and implement strategic improvements, which boosted overall team productivity by 30%.

Customer Service Representative(Web-chat)

Capita
03.2017 - 05.2018
  • Successfully resolved high-stress disputes by maintaining a professional demeanor under pressure, leading to a 30% increase in customer satisfaction scores.
  • Consistently exceeded all performance metrics, and was recognized as a Top Performer for four consecutive months, directly contributing to team success.
  • Boosted customer satisfaction by 30% by providing swift and accurate solutions to concerns, reducing the average resolution time by 10 minutes.

Customer Service Representative(Voice)

Wipro
06.2015 - 03.2017
  • Managed all customer inquiries, maintaining detailed records of every interaction to ensure 50% faster follow-up, and more efficient issue resolution.
  • Streamlined the escalation process by handling complex calls with professionalism, which reduced resolution time by up to 5 minutes, and freed up senior staff to focus on other priorities.
  • Proactively identified customer needs through inquiry analysis, contributing to a 30% increase in sales by providing data-driven recommendations to the sales team.

Education

Bachelor of Commerce -

RK Talreja College of Arts, Science And Commerce
Ulhasnagar, India
06-2015

Skills

Operations Management

Timeline

Team Leader

Accenture
06.2018 - 08.2025

Customer Service Representative(Web-chat)

Capita
03.2017 - 05.2018

Customer Service Representative(Voice)

Wipro
06.2015 - 03.2017

Bachelor of Commerce -

RK Talreja College of Arts, Science And Commerce

Languages

English
Upper intermediate (B2)
Hindi
Upper intermediate (B2)

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ANEES MULLATeam Lead-Operations