Faiz Ahmad
Summary
Customer-focused professional with a 5 years track record of success in the e-commerce, travel, automobiles and content moderation domains as a Team Leader, primary responsibility is effectively managing customer service operation. Experienced in creating and putting into practice operational strategies that boost client satisfaction, employee engagement, and company growth. Key strengths are process simplification, performance metrics improvement, and establishing a continuous improvement culture, and the goal is to build an exceptional customer service department that delivers operational excellence while providing customers with amazing experiences.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Team Leader Operations
Teleperformance/Majorel
10.2022 - Current
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Implemented data-driven strategies to identify areas for improvement in team performance, leading to increased productivity levels.
- Evaluated employee performance on weekly basis and coached and trained 22 team members, increasing quality of work and employee motivation
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones
- Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making
Assistant Manager - Quality
IGT Solutions
06.2022 - 09.2022
- Managed and supervised team of quality analysts to ensure that quality standards were met throughout organization
- Developed and implemented quality control procedures to ensure compliance with industry standards and regulations, resulting in improved product quality and customer satisfaction
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Quality Analyst
Majorel
07.2019 - 05.2022
- Developed and implemented quality control procedures to ensure compliance with industry standards and regulations
- Conducted regular quality audits and analyzed data to identify potential issues and areas for improvement
- Provided feedback and coaching to individuals and teams to improve their performance and adherence to quality standards
- Generated reports on quality metrics and recommended changes to processes and procedures to increase efficiency and customer satisfaction
- Participated in training sessions to educate employees on quality processes, standards, and procedures
- Managed and maintained documentation related to quality control processes, audits, and procedures.
Education
Bachelor of Arts -
Arni University
Himachal Pradeesh 09.2017 - 09.2020
Skills
Adaptability and Flexibility
Relationship Building
Customer Service Management
Team Leadership
Performance Improvement
Activities
- Reading books and staying up-to-date with industry publications and journals
- Riding bikes and participating in outdoor sports and fitness activities
- Volunteering at local charities and non-profit organizations
- Writing personal blogs
Timeline
Team Leader Operations
Teleperformance/Majorel
10.2022 - Current
Assistant Manager - Quality
IGT Solutions
06.2022 - 09.2022
Quality Analyst
Majorel
07.2019 - 05.2022
Bachelor of Arts -
Arni University
09.2017 - 09.2020
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