Summary
Overview
Work History
Education
Skills
Skills
Affiliations
Languages
Personal Information
Timeline
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Azhar Mohammad

Hyderabad

Summary

Dynamic Team Leader with extensive experience at Teleperformance, specializing in client management and process optimization. Demonstrated success in resolving escalated issues and enhancing operational efficiency. Proficient in MS Excel and skilled in promoting team collaboration, leading to increased performance and customer satisfaction.

Overview

8
8
years of professional experience

Work History

Team Leader-Operations

Teleperformance
Hyderabad
08.2024 - Current
  • Oversaw team of 28 across virtual and in-office environments to enhance performance.
  • Managed billing and metrics to maintain operational efficiency.
  • Directed client management during quality and target-related meetings.
  • Supervised customer service representatives to ensure outstanding customer experiences.
  • Resolved complex customer complaints promptly and professionally.
  • Monitored customer interactions to uphold quality standards.
  • Identified improvement opportunities and implemented changes to boost efficiency.
  • Conducted interviews and facilitated training for three onboarding batches, enhancing team skill sets.

Team Lead

Genpact
08.2021 - 08.2024
  • End to end owner for the part of Portfolio assigned to me
  • Team size of 27 employees who report to me, being a Team lead, being a support helping stone in the success of their professional path, first point of contact to them
  • Accomplishing the activities assigned to be me Like specialist in MOM for all important meeting internally and with Clients
  • To be a major part in all strategy discussion of the business
  • Monitoring all client requirements on daily basis so that the targets would be met
  • Proficient in excel which help in analyzing the portfolio which helps in easy achieving the Client management parameters and People management

SME Process Specialist

Genpact
07.2020 - 07.2021
  • Being the subject matter expert, I have identified the defects in the business and given my inputs in business enhancement
  • Helping the employees handling their calls by sharing the process and product knowledge
  • Being the floor supervisor in absence of the floor manager
  • Assisting the employees who were given the license to operate and moved to operations from training, helping them in improving their process knowledge

Process Developer and Escalation Supervisor

Genpact
06.2019 - 06.2020
  • Handling calls escalated to supervisor, pacifying the issue and killing the escalation
  • Doing end to end follow-up in escalation raised by the customers/clients and work till the issue is resolved, updating final update to the customer/Client
  • Assisting the employees when any help required in handling a call
  • Doing mail follow up with respective backend team and having continues follow up with the team and also escalating to next level till the issue is resolved
  • Working on all the MD/Nodal/Social Media/Consumer forum escalations and pacifying the issue

Executive CRM

FHPL
06.2017 - 12.2018
  • Connected with clients to resolve concerns promptly.
  • Reviewed tickets assigned to the bucket for effective management.
  • Prioritized tickets based on criticality to ensure timely resolution.
  • Utilized problem-solving techniques to address issues within turnaround time.

Education

B.Tech/B.E. -

Abdul Kamal Institute of Technological Sciences
06-2014

Skills

  • Client Management
  • Customer Relationship
  • Escalation Management
  • Shrinkage
  • Attrition management
  • BQ management
  • Inbound Voice Process
  • Blended process
  • Call Center Operations
  • Quality Control
  • MS Office(Word and Excel)
  • People Management Skills
  • Floor Operations
  • Presentation Skills
  • Team Skills
  • Process Enhancement
  • Follow Ups
  • Powerpoint
  • Team Management
  • Customer Issue Resolution

Skills

  • Quality Monitoring
  • Process Improvement
  • Training and Development.
  • Performance Management.
  • Reporting and Analytics.
  • Customer Feedback
  • Leadership
  • Talent Development

Affiliations

  • Recognized as a top performer in consecutive review cycles, receiving multiple awards for excellence.
  • Earned 'Best Performer' accolades, which served as a motivating force to consistently exceed expectations. The best performer reward has been an added advantage to push myself forward

Languages

English
First Language
English
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2

Personal Information

  • Date of Birth: 19th July
  • Gender: Male
  • Marital status : Single

Timeline

Team Leader-Operations

Teleperformance
08.2024 - Current

Team Lead

Genpact
08.2021 - 08.2024

SME Process Specialist

Genpact
07.2020 - 07.2021

Process Developer and Escalation Supervisor

Genpact
06.2019 - 06.2020

Executive CRM

FHPL
06.2017 - 12.2018

B.Tech/B.E. -

Abdul Kamal Institute of Technological Sciences

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Azhar Mohammad