ATTULLAH SHAIKH
Thane,Maharashtra
Summary
An articulate, pragmatic, and diligent individual with over 21 years of impressive experience in Service Operations, Customer Service Management, Business Process Improvement, Business Development across the Consumer Goods, Telecommunications and BPO Industry. Seeking to pursue a career in the upper strata of a well-regarded organization, which calls for extremely high levels of leadership qualities and organizing abilities, with the goal of heading a business unit by leveraging technological advancements to enhance the company's profitability and reputation. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Head of Operations
DigiTech Call System Pvt Ltd
02.2024 - Current
- Managing a business of USD 240 Million across 5 sites comprising of Government and Private clientele.
- Responsible for driving performance of 2000 multi lingual FTEs spread across 5 sites.
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Reduced operational costs through effective budget management and cost-saving strategies.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
Senior Manager
BSH Household Appliances Manufacturing Ltd.
03.2022 - 02.2024
- Spear heading Strategic Business Plan and Economic Business Plan activity for the business in close coordination with controlling team
- Setting up and managing end to end lifecycle of a service center
- Planning, procuring of spare parts from the vendor or from local market to meet customer's demand
- Defining and Driving KPI's of Service center manager and service center
- Managing profitability through reduction of waste by initiating projects
- Generated revenue of 1.5 Cr between Jan'23 -Aug'23 through up-selling activities from consumer connect center
- Spear heading Compliance & Governance activity for the business
- Responsible for conducting, controlling & monitoring of ISO-9001, 15001, 50001 certifications
- Acted as a Local coordinator during corporate audit conducted by BSH-Germany for India Customer service business in March-2023
- Assisting Head of field service in formulating, implementing strategy for improving operational performance in the field
- Managing, Reporting key performance indicator for the business
- Managing and operating multi-linguistics and multi-locational Contact Centers from technology, operations and user perspectives to deliver the most desired business results on all the fronts on own and with the help of team
- Responsible for delivering consistently improving and agreed levels of NPS & other satisfaction results of customers, dealer, distributors, service partners, suppliers etc
- Along with well aligned strategic directions by the organization via daily driving & follow up with all stakeholders - especially the field teams at ground level across India
- Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions
- Sole custodian of all Business Data from various systems / CRMs/ sources, conduct high end Data Mining regularly, deliver strategic key business insights out of data mining / analysis, prepare top level crisp management reports
- Interpret, evaluate and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
State Head Service for Maharashtra & Goa
Usha International Ltd
08.2013 - 02.2022
- Managed a fleet of 50 outsourced service center for Maharashtra & Goa territory and drove the Key Performance Indicator like TAT, NPS, Financial discipline, Dealer, Distributor network selling products of Usha International Ltd
- Improved < 2 days call closures performance from 50% to 80% during the stint as State Head service
- Setting up and managing end to end lifecycle of a service center
- Planning, procuring of spare parts from the vendor or from local market to meet customer's demand
- Defining and Driving KPI's of Service center manager and service center
- Managing profitability through reduction of waste by initiating projects
- Improved financial discipline of all the service center by collecting the overdue amounts
- Spear head transition of spare part process from billing to consignment
- Worked as AGM - Voice of Customer for managing Captive Contact Center worth AOP of 5 Crore and creating a cohesive and collaborative environment that values team success across service delivery, quality assurance, training, communication, and reporting
- Manage outbound partner worth AOP 5 million responsible for C sat activity of the service calls
- Handle key projects in call center involving cost reduction and service efficiency along with Ernst & Young Team
- Participate and manage service level efficiencies of Authorized service center responsible for resolving customer's complaint by identifying gaps and closing the tickets
- Managed 20 lakh calls per year with 95% answered level and 85% SL
- Improved call answering rate from 45% to 99%; reduced people issues to zero within 6 months of joining
- Automated Customer Satisfaction Index (CSI) and Dealer Satisfaction Index (DSI); improved data utilization for generating feedback from 60% to 90%
- Achieved cost savings of INR 50 lakhs per year through automation.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Project Manager-CSD
Bharti Airtel Limited
08.2012 - 08.2013
- Served as Project Manager- CSD, responsible for planning and monitoring multiple activities spanning end-to-end project delivery, customer service, and resource management
- Worked as Regional Manager - Transitions for establishing of contact centers for Maharashtra and Goa circle
- Identified and executed projects for all B2C businesses for the organization
- Negotiated costs with the erstwhile and new partner to ensure that service delivery is not hampered by cost
- Managed the day-to-day management activities, such as monitoring operations flow, call center metrics, staffing levels, providing project knowledge, resolving issues.
Centre Head South Hub: Outbound Collections/Retentions -CSD
Bharti Airtel Limited
06.2010 - 08.2012
- Managed outbound collection/retention center with capacity of 523 plus seats and base of more than 1.1 Million with emphasis on proactive management of churn and collection of all buckets for four major circles of Bharti Airtel (Karnataka, Andhra Pradesh, Tamilnadu and Kerala) for Mobile and Fixed Line business
- Handled a collection portfolio of 3 Crore plus for entire southern region
- Achieved collection target as prescribed by organization on a monthly basis in all the buckets starting from 0- 30 up to 180 days
- Involved in the daily planning of HML (High, Medium, and Low) category customers and plan the dialing accordingly
- Coordinated with Field service team for cheque/payment pick up after taking appointment from customers over call
- Ensured bad debts rate under control by settling or collecting outstanding from customers
- Monitored performance and productivity standards for department against contractual and corporate standards
- Responsible for delivery of services within SLAs and KPIs
- Improved retention from 49% to 52% within 1 month of joining
- Achieved increase in retention rate from 55% to 75%
- Reduced Tele retention cost by 15% within 1 month by reporting correct login hours.
Centre Head West Hub: Outbound Retentions -CSD
Bharti Airtel Limited
09.2008 - 06.2010
- Improved YOY performance from 50% to 85% for west retention center post centralization
- Established the entire Tele Retention Business from Indent to making the First call at all Hub's.
Education
Post-Graduation Certificate in Business Management - Post Graduate Dipolma
XLRI Jamshedpur
Gurgaon01.2019
MBA - Operations
Assam Downtown University
Delhi04.2018
Post-Graduation Diploma in Retail Management - Post Graduate Dipolma
ICFAI
Hyderabad04.2016
Skills
- Service Operations Management
- Process Design & Management
- Business Process Improvement
- Budgeting & Cost Management
- Client Relationship Management
- Customer Retention
- Quality Assurance & Control
- Business Development
- Training & Development
- Operations Management
- Customer Centricity
- Strategic Planning
- Process Improvement
- Teamwork and Collaboration
- Business Analysis
Certification
- Certified COPC Implementation Leader from COPC India
- Certified Six Sigma Green Belt from Benchmark
- Certified ISO auditor from DNV
- Certified Design Thinker from Qglue
Accomplishments
- Received appreciation from Head HR for reducing people issues to zero. (2014). Usha International Ltd.
- Received certificate of appreciation by Mr. Sanjay Kapoor (Ex. CEO) for implementing and managing the MNP process in South. (2011) Bharti Airtel Limited
- Honored with a certificate of appreciation by Ms. Abhilasha Hans for controlling Mobile & Fixed Line churn in South. (2010) Bharti Airtel Limited
- Acquired Best C Processing monthly remuneration of the partner.
- Performance review of all ASC using RAG method SE for Exceptional
- Customer Service Skill award twice at DSS Mobile Communication. (1999) DSS Mobile Communication Ltd.
Hobbies and Interests
- Travelling
- Reading
- Networking
- Cooking
Languages
English
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Specialization
Specialist in white goods and telecom domain.
Timeline
Head of Operations
DigiTech Call System Pvt Ltd
02.2024 - Current
Senior Manager
BSH Household Appliances Manufacturing Ltd.
03.2022 - 02.2024
State Head Service for Maharashtra & Goa
Usha International Ltd
08.2013 - 02.2022
Project Manager-CSD
Bharti Airtel Limited
08.2012 - 08.2013
Centre Head South Hub: Outbound Collections/Retentions -CSD
Bharti Airtel Limited
06.2010 - 08.2012
Centre Head West Hub: Outbound Retentions -CSD
Bharti Airtel Limited
09.2008 - 06.2010
Post-Graduation Certificate in Business Management - Post Graduate Dipolma
XLRI Jamshedpur
MBA - Operations
Assam Downtown University
Post-Graduation Diploma in Retail Management - Post Graduate Dipolma
ICFAI
- Certified COPC Implementation Leader from COPC India
- Certified Six Sigma Green Belt from Benchmark
- Certified ISO auditor from DNV
- Certified Design Thinker from Qglue
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