ASIF SHAIKH

Team Management:

Overseeing and managing the call center staff, including team leaders, supervisors, and customer service agents.
Hiring, training, and coaching call center employees.
Setting performance goals, providing feedback, and conducting performance evaluations.

Operational Oversight:

Ensuring that call center operations run smoothly and efficiently.
Monitoring call center performance metrics, such as call volume, response times, and customer satisfaction.
Implementing strategies to improve call center performance and meet service level agreements (SLAs).

Customer Service Quality:

Ensuring that customer service agents provide high-quality service and meet customer expectations.
Developing and implementing customer service standards and procedures.
Handling escalated customer issues and resolving complaints.

Technology and Systems Management:

Managing call center technologies, including phone systems, customer relationship management (CRM) software, and other tools.
Evaluating and implementing new technologies to improve efficiency and customer service.

Budget Management:

Managing the call center's budget, including staffing costs, technology expenses, and other operational costs.
Finding cost-effective solutions while maintaining service quality.

Strategic Planning:

Developing and implementing strategies to achieve long-term goals and objectives.
Identifying opportunities for growth and expansion.

Compliance and Quality Assurance:

Ensuring that the call center complies with industry regulations and internal quality standards.
Monitoring calls and providing feedback to improve agent performance.

Communication:

Serving as a point of contact between senior management and call center staff.
Keeping stakeholders informed about call center performance and challenges.

Continuous Improvement:

Identifying areas for improvement and implementing process enhancements to increase efficiency and customer satisfaction.

• Navi - Mumbai
• Time Management
• Customer Satisfaction
• Managerial skills
• Complaint Resolution
• Training and Development, Vendor managers facilitate and maintain relationships between your organization and vendors/partners, negotiating contracts, creating standards for the vendors, and finding the best available vendors
• Increased customer satisfaction by resolving issues
• Led projects and analyzed data to identify opportunities for improvement
• Worked with customers to understand needs and provide excellent service

• Technologies Coached new team members on service techniques and provided scoringthrough quality assurance program
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing
• Resolved customer service issues using company processes and policies and provided updates to customers

• Maintained excellent attendance record, consistently arriving to work on time
• Drove operational improvements which resulted in savings and improved profit margins
• Managed team of employees, overseeing hiring, training and professional growth of employees
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Actively listened to customers to fully understand requests and address concerns.

• Answered phone with friendly greeting to create positive inbound calling experience for customers
• Answered product and service questions, suggesting other offerings to attract potential customers
• Educated customers about product terminology, features and benefits to improve sales and customer satisfaction
• Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.