FAYAS MOHAMAD SAYED
Mumbai
Summary
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. Uses independent decision- making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Dream Sports Pvt. Ltd
11.2016 - 09.2023
- Lead a team of 40+ associates & SMEs, managing day-to-day operations, planning manpower, and fostering a positive team culture
- Foster a positive and supportive atmosphere within community groups, ensuring top-quality customer service
- Ensure timely resolution of customer issues, proactively addressing concerns, and escalating complex issues for swift resolution
- Collect valuable feedback from community members (Top Users), compiling insights, and driving continuous improvement
- Implement strategic initiatives to enhance customer support processes, resulting in improved efficiency and service quality
- Lead the team to exceed performance metrics (CSAT, SLA, TAT, etc) and enhance customer satisfaction
- Implement process enhancements for streamlined operations and improved service quality
- Random audits of the team leaders and the escalation team to check the hygiene of process
- Collaborate with the Quality & Training team for BQM agents on their Roadmap
- Work with cross functional teams to resolve escalated & pending cases within prescribed TAT
- KPI discussion with the team on performance metrics
- Experience in working in Quality and ORM team for process developments and improvements
- Achievements:
- Started from Senior Associate and promoted to Manager and then to Senior Manager in a span of 5 years
- Achieved the CSAT & SLA goals for the year 2023
- Created and led an Elite Desk for Power users which helped to grow the overall CSAT Percentage by ~50%
- Boosted the overall CSAT scores from 52% to 78% in quarter by creating a dedicated team for CSAT.
Assistant Manager
Indusind Bank Ltd
04.2015 - 07.2016
- Managed approximately 60 Inbound calls, emails and chats per day from customers.
- Escalating critical/ sensitive complaints to senior management
- Took initiatives to improve customer service processes and maintain quality standards
- Handled and resolved customer queries, requests and complaints regarding CASA and other
- Retail products within prescribed TAT through omni channel
- Cross-selling and Up-selling of various banking products
- Achievements:
- Prepared root cause analysis report (RCA) for escalated cases.
Senior Executive
HDFC Bank LTD
04.2013 - 04.2015
- Handling approximately 70 email and letter complaints per day from the customer and branches.
- Handle query, requests & complaint from the customer related to retail liabilities and resolving them in a given TAT
- Raise CRM to concern units and branches (PAN India) for correct and complete query resolutions
- Handle escalated cases via email channel and maintain a record of it on a daily basis
- Coordination with all branches (PAN India) for quicker and end to end resolution which resulted in huge customer satisfaction
Back Office Executive
First Source Pvt. LTD
04.2011 - 01.2013
- Handle Senior Management escalations via email channel
- Raise CRM (escalations) to concern Units and Branches (PAN India) for correct and complete query resolutions
- Coordination with all branches (PAN India) for quicker resolution to end customers
- Managed approximately 50 emails per day from customer and branches.
- Maintained high level of Quality benchmark and customer satisfaction rate.
- Achieved daily service level agreements and quality score as per the KPI set.
Education
Bachelor's of Commerce -
Mumbai University
Mumbai, India03.2009
Skills
- Strategic Planning
- Operations Management
- Productivity Improvement
- CRM Software (Spade, Zendesk, Salesforce, Jira)
- MIS Reporting
- Team Building
- Problem Solving
- Team Leadership
- Process Improvement
- Quality Monitoring and Audit
- KPI reporting
Accomplishments
- Supervised team of 40+ staff members.
- Resolved product issue through consumer testing.
- Achieved tremendous CSAT rating through effectively helping with Feedbacks and Problem Solving.
- Helped in introducing automation system for Quality team by introducing Quality Tool for all manual auditing tasks.
- Collaborated with team of 4 in the development of new projects - Request a Call and In App inbox feature.
Languages
- English
- Hindi
- Marathi
- Urdu
Certification
- Certified Lean Six Sigma Green Belt from KPMG - July 2021
- Debut Captains Training, Dream11 - Oct - 2021
Timeline
Senior Operations Manager
Dream Sports Pvt. Ltd
11.2016 - 09.2023
Assistant Manager
Indusind Bank Ltd
04.2015 - 07.2016
Senior Executive
HDFC Bank LTD
04.2013 - 04.2015
Back Office Executive
First Source Pvt. LTD
04.2011 - 01.2013
Bachelor's of Commerce -
Mumbai University
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