Jabber Khan
Bengaluru
Summary
Results-driven Assistant Manager with 12+ years of experience in overseeing domestic and international operations across diverse business lines. Skilled in problem-solving, team leadership, and precise data entry. Seeking growth and skill development opportunities in a progressive organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Assistant Manager
WNS Global Services Private Ltd
Bengaluru
11.2021 - 11.2024
- Lead a team of 30+ associates in a hybrid model, ensuring efficient task completion.
- Oversee daily operations to meet performance, quality, and service level agreements.
- Collaborated with cross-functional teams to drive business objectives.
- Lead Lean Six Sigma projects to improve efficiency and reduce repetitive tasks, resulting in a 15% increase in efficiency and 20% cost savings.
- Conduct performance evaluations, provide constructive feedback, and foster team development.
- Lead hiring efforts for new joiners to backfill resigned employees.
- Ensure customer satisfaction with a 95% approval rating.
- Support senior management with data-driven insights, receive recognition from clients and management, and clear Internal, External, ISO, and BPET audits.
Process Lead
AXA Business Services Private Limited
Bangalore
07.2015 - 10.2021
- Managed various lines of business, including voice, non-voice, escalation, and technical support in insurance processes.
- Conducted root cause analysis to promptly resolve production-related issues.
- Mentored junior team members, providing guidance on best practices and professional development.
- Evaluated process performance metrics to identify areas for improvement and optimization.
- Streamlined processes to increase productivity, eliminate bottlenecks, and optimize resource allocation.
- Enhanced employee engagement through regular training sessions and promoting a culture of learning.
- Cultivated relationships with key stakeholders, ensuring transparency and alignment on project goals.
- Implemented new process technologies to improve efficiency and reduce costs.
Sr CSR
Flipkart Internet Private Limited
Bangalore
03.2014 - 02.2015
- Delivered solutions to customer inquiries during calls.
- Experienced in various lines of business including Voice, Non-voice, Escalation, and Sales.
- Participated in technical process aligned with company standards.
- Oversaw upwards of 50 client interactions every day.
Sr CSR
First Source Solutions Private Limited
Bangalore
04.2012 - 12.2013
- Addressed customer concerns and effectively resolved queries.
- Handled an average of 50+ calls daily in customer care voice process.
- Served as SME during process lead's absence.
Education
Bachelor of Commerce -
Bangalore University
Bengaluru, India04.2014
2nd Year PUC -
Al-Ameen P.U College
Bengaluru, India04.2011
SSLC -
Silicon City High School
Bengaluru, India04.2009
Skills
- Lean Six Sigma
- MS Office
- Workflow planning
- Resilience building
- Resource allocation
- Problem-solving
- Operational efficiency
- Stakeholder management
- Managing objectives
- Migration management
- Production optimization
Certification
- Lean Six Sigma Certification, 01/01/24
- Train-the-Trainer (TTT) Certification, 01/01/24
Accomplishments
- Consistently been rewarded as the best and critical AM in every quarter in WNS.
- Successfully achieving all the self & teams KPI's.
- Have been rewarded as the quality star in telecom process.
- Successfully managed the programs to achieve reward status consistently for 12 months in CSAT, Resolution, Quality and OCR for inbound telecom business.
- Have been rewarded with the best trainee award in the AXA.
- Have been the best team member and best team lead in the current process in AXA.
- Currently working as a Process lead for a complex AXA life insurance death claim process.
Disclaimer
I hereby declare that the information given is true to the best of my knowledge and belief.
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Kannada
Intermediate (B1)
B1
Timeline
Senior Assistant Manager
WNS Global Services Private Ltd
11.2021 - 11.2024
Process Lead
AXA Business Services Private Limited
07.2015 - 10.2021
Sr CSR
Flipkart Internet Private Limited
03.2014 - 02.2015
Sr CSR
First Source Solutions Private Limited
04.2012 - 12.2013
- Lean Six Sigma Certification, 01/01/24
- Train-the-Trainer (TTT) Certification, 01/01/24
Bachelor of Commerce -
Bangalore University
2nd Year PUC -
Al-Ameen P.U College
SSLC -
Silicon City High School
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