IMRAN KHAN
Summary
- Customer service specialist with proven ability to prioritize tasks and excel in fast-paced environments. Demonstrated success in team collaboration to achieve both personal and organizational objectives. Expertise in resolving escalated customer issues while maintaining high satisfaction levels. Proficient in CRM systems, with strong active listening and multitasking skills.
- Result-oriented and data-driven Operations Professional with over [4+] years of experience in managing high-performing teams within the BPO and operations sector. Proven track record of driving operational excellence, maintaining strict SLA compliance, and fostering talent development. Adept at analyzing key metrics (shrinkage, attrition, occupancy) to optimize resource utilization and maximize gross margins. Recognized for strong leadership, people management, and delivering consistent quarterly performance excellence.
* Core Competencies
Operations Management: SLA & KPI Adherence, Process Improvement, Resource Planning
People Leadership: Team Building, Performance Coaching, Conflict Resolution, Training & Development
Metric Optimization: Shrinkage Control, Attrition Management, Occupancy Maximization, CSAT/NPS
Strategic Planning: Financial Awareness, Gross Margin Optimization, Rewards & Recognition (R&R) Implementation.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
Bengaluru
11.2015 - Current
- Collaborated with team members to improve service delivery and customer satisfaction.
- Managed escalated complaints with professionalism and empathy during interactions.
- Assisted customers with inquiries and product information.
- Resolved customer complaints through effective communication and problem-solving.
RTA manager
Concentrix
Bengaluru
06.2017 - 07.2018
- Implemented performance metrics to enhance employee productivity and engagement.
- Drafted reports on performance metrics related to attendance, overtime hours, time-off requests.
- Analysed call volume trends to anticipate staffing needs and create schedules accordingly.
- Utilised various software applications such as Excel spreadsheets and WFM systems to generate accurate forecasts and schedules.
- Monitored real-time performance metrics to ensure operational effectiveness.
Subject Matter Expert
Concentrix
Bengaluru
08.2018 - 05.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
Assistant Manager
Concentrix
Bengaluru
05.2022 - Current
- Coordinated daily operations to ensure efficient workflow among departments.
- Managed employee schedules to optimize staffing levels and service delivery.
- Implemented process improvements to enhance customer service quality.
- Conducted performance evaluations and provided feedback to team members.
- Monitored key performance indicators to support operational excellence initiatives.
- Led team meetings to align on goals and share best practices within the organization.
- Supervised daily operations including scheduling shifts, assigning duties.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Coordinated with other departments to ensure smooth flow of operations.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
BBA - Commerece
Vision Institution of Business Administration
New Delhi08-2017
High School Diploma -
Shanti Charitable Trust
Bengaluru, India04-2014
SSLC
Nirmala Jyothi English High School
Bengaluru, KA, India05-2011
Skills
- Operational K P I management & performance Metrics
- Conflict resolution
- Process improvement
- Team leadership
- Operational compliance
- Coaching and mentoring
- Attendance management
- Effective communication
- Time management
- Performance reviewing
- Employee performance evaluations
- Workplace safety compliance
- Employee supervision
- Verbal and written communication
- Adaptability and flexibility
- Employee engagement
- Team collaboration
- Employee scheduling
- Process improvement strategies
- Performance evaluation
- Vendor relationship management
- Problem-solving
- Operations management
Certification
- Certificate for Long Association Award with the organization.
- Certificate for being People Champ twice.
- Certificate for the Streak Award for being on top of performance and continuously exceeding goals in both domestic and international experience.
- Certificate for consistent performance and exceptional contribution.
Hobbies and Interests
Playing cricket, Love to watch Hollywood movies, I hereby confirm that the above details and information which have included is best of my knowledge.
Timeline
Assistant Manager
Concentrix
05.2022 - Current
Subject Matter Expert
Concentrix
08.2018 - 05.2022
RTA manager
Concentrix
06.2017 - 07.2018
Customer Service Representative
Concentrix
11.2015 - Current
BBA - Commerece
Vision Institution of Business Administration
High School Diploma -
Shanti Charitable Trust
SSLC
Nirmala Jyothi English High School