Asgar Ali

• Managed schedules, accepted time off requests and found coverage for short shifts.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Trained new team members by relaying information on company procedures and safety requirements.
• Coached team members in techniques necessary to complete job tasks.
• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Held weekly team meetings to inform team members on company news and updates.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Managed overtime, shift swaps, breaks and PTO requests.
• Completed human resource operational requirements by scheduling and assigning employees.
• Conducted performance reviews and provided feedback to managers on employee performance.
• Developed and monitored employee recognition programs.

ü Handle the entire spectrum of activities across providing Complaint support and efficiently handle Operations Having right number of resources at the right time

ü Acting as one-point contact for a Span of 260 FTE with 6 Team leads.

ü Accurately predict availability of Manpower and “Shrinkages”

ü Ensure that plan is executed accurately in real time

ü Ensure that objectives set out in staffing plans are achieved

ü Ensure that any deviation in from the assumption in the planning stage are adjusted for Meet Budgets

ü Reduce caller’s wait time and abandonment

ü Ensure that critical information is timely available

ü Ensure that relevant information is provided to facilitate continuous improvement

ü Provide performance information to Clients

ü Real Time Analysis & Monitoring.

ü SLA Maintain according to client target.

ü Break Management.

ü Monitoring the floor activities.

ü Attendance shrinkage analysis.

ü Call flow & Forecasting design according to availability.

ü Preparing the reports for client.

ü Taking care of transport issue with operation.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Processed customer service orders promptly to increase customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Tracked customer service cases and updated service software with customer information.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Trained staff on operating procedures and company services.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Cross-trained and provided backup support for organizational leadership.

• Monitored system performance to identify potential issues.
• Created user accounts and assigned permissions.
• Generated reports to track performance and analyze trends.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• As a Quality Analyst finding manual errors and addressing agents finding root cause, conducting team huddles and sharing easy way to process invoices.
• Validate customer accounts and processes FI & MM Invoices on time.