Summary
Overview
Work History
Education
Skills
Projects
Certification
Languages
Timeline
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Arif Pasha

Arif Pasha

Mumbai

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Possessing 13 years experience of driving Operational Excellence, Transition and building teams that deliver results. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Regional Manager - Middle East & North Africa

VFS Global Pvt Ltd
Mumbai
10.2022 - Current
  • Managed 1.5 million customer transactions across the region providing support through Voice/email/chat channels.
  • Drove revenue growth in region by identifying and capitalizing on new market opportunities.
  • Generated CHF 2.8 Million revenue in 2024 from Value Added Services.
  • Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
  • Successfully led the end-to-end migration of Contact Centers, ensuring seamless transition with no impact on the Operations.
  • Responsible for managing Contact Centers across Dubai, Saudi Arabia & Egypt providing customer service to visa applicants.
  • Spearheaded regional operations overhaul, significantly improving operational efficiency by redesigning workflow processes.
  • Led cross-functional teams to streamline project delivery, ensuring all regional projects were completed on time and within budget.
  • Responsible for ensuring operations are in compliance with regional regulations and laws.
  • Managed vendor contracts and invoicing to ensure timely payouts and business continuity.

Operations Manager - Sales & Customer Service

Accenture
Mumbai
12.2021 - 10.2022
  • Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
  • Increased employee retention through effective coaching, mentoring, and professional development opportunities.
  • Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
  • Managed a team of 200+ customer service representatives, ensuring top-notch service delivery to customers.
  • Achieved target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.

Assistant Manager – Sales & Customer Service

Teleperformance
Mumbai
07.2012 - 12.2021
  • Ensured Service levels achievement month on month through constant performance monitoring and consistent support to direct reportees.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
  • Utilized learnings from previous roles and brought on-ground expertise to team management, connecting with floor supervisors and agents, with focus on performance enhancement initiatives including OJT support, agent performance improvement measures and high focus on quality of deliverables.

Education

Bachelor of Commerce - Commerce

Sangai International University
01.2018

Skills

  • Operations Management
  • Cost Control
  • Project Management
  • Revenue and P&L Management
  • Team Management
  • Process Excellence

Projects

Reduce Cost by Reducing Interaction Ratio - Reduced customer Interaction Ratio from 1.02 in 2023 to 0.54 in 2024 by Streamlining Processes, Enhancing self-service capabilities and Improving first contact resolution, leading to increased Operational efficiency and customer satisfaction.

Revenue Growth Initiative - Generated CHF 2.8 Million revenue for Middle East & North Africa Region in 2024 by Increasing sales from Contact Center by 231%, added New Revenue Generating Webforms and adding new Value Added Services for the customers

Enhance Customer Experience - Six Sigma project completed to improve customer experience (CSAT) from 78% to 85% for a UK based Retail client

Cost Neutral Contact Center - Achieved a cost-neutral Contact Center model by offsetting operational costs through value-added services and upselling strategies

Certification

LEAN Six Sigma Green Belt - TUV SUD

Languages

English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Timeline

Regional Manager - Middle East & North Africa

VFS Global Pvt Ltd
10.2022 - Current

Operations Manager - Sales & Customer Service

Accenture
12.2021 - 10.2022

Assistant Manager – Sales & Customer Service

Teleperformance
07.2012 - 12.2021

Bachelor of Commerce - Commerce

Sangai International University

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Arif Pasha