Bobby Khan
Team Leader
Pune
Summary
Resourceful and results-driven Manager with a proven track record of 14 years total in optimizing cross-functional operations, cutting costs, and boosting efficiency. Known for adaptability, quick learning, and a strong commitment to quality and dedicated to driving team success and fueling growth. Added with dynamic and successful applying Customer Champion and Customer Delight in busy business environment.
Overview
15
15
years of professional experience
8
8
Certifications
2
2
Languages
6
6
years of post-secondary education
Work History
Team Leader
Infosys BPM Ltd.
08.2024 - Current
- Led a high-performing team of 20 professionals, overseeing daily operations to consistently achieve performance, quality, and service benchmarks.
- Led a team of 20 professionals, overseeing daily operations, and driving performance excellence by achieving a 200% increase in customer ratings from 1.5 to 4.5, and a 30% improvement in operational efficiency within just two months.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
Assistant Manager - Operations
CONCENTRIX Daksh Services India Private Ltd.
09.2022 - 05.2024
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- Managed daily staff scheduling of the entire LOB with FTEs around 45, ensuring optimal coverage during peak hours while minimizing labor costs.
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Implemented a strategy of brainstorming sessions, quartile-wise, which benefited from a jump of 40% in the customer experience score. Agent performance moved from 4 to 9.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
Team Leader
Tech Mahindra Business Services Ltd
08.2017 - 07.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Assisted in recruitment to build team of top performers.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
Senior Operations Associate
CRUISEWELL Infrastructural Mart Pvt. Ltd
08.2015 - 05.2017
- Developed comprehensive plans for new initiatives, outlining goals, resources required, and expected outcomes.
- Streamlined operational processes by identifying inefficiencies and implementing strategic improvements.
- Influenced long-term operational strategy planning contributing insights from day-to-day experiences in execution.
- Facilitated communication between departments, fostering a collaborative work environment that improved overall business performance.
Project Account Manager
KARTROCKET (Bigfoot Retail Solutions Pvt. Ltd) New Delhi
02.2015 - 08.2015
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
Customer Loyalty Manager
WIPRO Business Process Services New Delhi
05.2014 - 01.2015
- Coordinated special events and exclusive experiences to foster deeper connections between customers and the brand.
- Collaborated with cross-functional teams to align loyalty initiatives with broader organizational goals that helped revenue generation with 12% in first month.
- Harmonized internal reporting procedures related to loyalty metrics, promoting greater consistency across departments in tracking success factors.
- Drove incremental revenue through targeted upsell initiatives designed specifically for high-value customers.
- Streamlined processes for reward redemption, enhancing the overall customer experience.
- Improved member retention rates by regularly assessing feedback and making data-driven adjustments to offerings as needed.
- Boosted customer satisfaction with effective resolution of concerns and proactive outreach efforts.
Senior Technical Support Associate
WIPRO Business Process Services New Delhi
07.2011 - 05.2014
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
- Assisted in the creation of an internal knowledge base, enabling faster resolution times for common issues across the support team.
Customer Support Representative
MATRIX Cellular International Services Pvt. Ltd. Allahabad
04.2010 - 07.2011
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Always kept a buffer and led the target by 25% of all KPIs, which helped exceed performance metrics by consistently providing quality support to clients.
Education
Corporate MBA - Marketing Management
SYMBIOSIS
Pune 07.2011 - 08.2014
Bachelor of Commerce - Commerce
University of Allahabad
Prayagraj, India 07.2008 - 07.2011
Skills
Customer relationship building Client relations
Certification
Lean Six Sigma - White Belt - Anexas Europe
Accomplishments
Appointed as the first-ever Customer Loyalty Manager by the client, recognizing my outstanding management of customer escalations.
Awards
🏆 Awarded ‘Best Team Leader’ at Tech Mahindra BPS for exemplary leadership and performance.
🥇 Led the team to win the ‘Best Team’ award for six consecutive months, reflecting sustained excellence in delivery, collaboration, and results.
ADDITIONAL LEARNINGS
- GROW Module Trained Sandwich
- Feedback and Equations
- Comprehensive Guide to Organizational Survey Tools
- SMART Goals Trained CRM
- Systems such as Salesforce and others.
Additional Skills
Highly skilled in managing customer experience, client relationships, and stakeholder expectations, with deep expertise in key metrics such as NPS, FCR, CSAT, Agent Performance, Travel Back, Super 9, and 4-Eye Checks. Proven ability to translate passion into measurable success, consistently delivering results with flying colors.
Timeline
Team Leader
Infosys BPM Ltd.
08.2024 - Current
Assistant Manager - Operations
CONCENTRIX Daksh Services India Private Ltd.
09.2022 - 05.2024
Team Leader
Tech Mahindra Business Services Ltd
08.2017 - 07.2022
Senior Operations Associate
CRUISEWELL Infrastructural Mart Pvt. Ltd
08.2015 - 05.2017
Project Account Manager
KARTROCKET (Bigfoot Retail Solutions Pvt. Ltd) New Delhi
02.2015 - 08.2015
Customer Loyalty Manager
WIPRO Business Process Services New Delhi
05.2014 - 01.2015
Corporate MBA - Marketing Management
SYMBIOSIS
07.2011 - 08.2014
Senior Technical Support Associate
WIPRO Business Process Services New Delhi
07.2011 - 05.2014
Customer Support Representative
MATRIX Cellular International Services Pvt. Ltd. Allahabad
04.2010 - 07.2011
Bachelor of Commerce - Commerce
University of Allahabad
07.2008 - 07.2011
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