Ashif Shamsudeen
Chennai
Summary
With 5+ years of team management and 9+ years in BPO Voice Process, I specialize in leveraging technology to achieve organizational goals. Alongside a BSc in Computer Science and operations experience, I consistently excel in team management, process optimization, and delivering exceptional customer service. My skills include data analysis, performance improvement, and strategic planning. Committed to driving operational efficiency and team success, I utilize my technical background and leadership skills. Passionate about fostering a collaborative work environment, I aim to contribute to a dynamic organization by leading a high-performing team towards goal attainment.
Overview
10
10
years of professional experience
Work History
BPO Team Lead
NTT Data
06.2015 - Current
- Oversaw strategies to improve Team KRI, reduce attrition, and control shrinkage.
- Engaged in automation efforts to streamline process flow.
- Monitored employee performance ensuring consistent adherence to production and quality requirements.
- Maintained meticulous records of work achievements, administering preparation and report presentation for managerial review.
- Monitoring and managing workflow to assure timely delivery of the agreed SLA's
- Having deep dive sessions with the team to improve productivity and quality of work
- Having biweekly calls with clients and addressing them about the current inventory status
- Having weekly meetings with the team members to address their issues regarding the process
- Supervising and training new hires and encouraging good AR follow up skills and work ethic
- Working with managers to resolve any personal problems or conflicts arising in the team
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Managed and motivated employees to be productive and engaged in work.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
Education
Bsc - Computer Science
Skills
- Skilled in Microsoft Office Applications
- Attention to detail
- Performance monitoring
Languages
English
Tamil
Hindi
Urdu
Personal Information
Date of Birth: 10/08/93
Timeline
BPO Team Lead
NTT Data
06.2015 - Current
Bsc - Computer Science
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