Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Roles performed
Domain/industry
Recognition
Personal Information
Hobbies and Interests
Languages
Timeline
Generic
K Zuber Ahamed

K Zuber Ahamed

Bangalore

Summary

Results-driven leader with expertise in strategy planning, operations management, and leadership, seeking to drive business growth, excellence, and digital transformation in a forward-thinking organization. With a proven track record of delivering strategic initiatives, leading high-performing teams, and driving cultural change, I aim to utilize my skills to optimize costs, enhance efficiency, and improve customer satisfaction, fostering a culture of innovation and excellence."

Overview

18
18
years of professional experience
1
1
Certification

Work History

Lead - Strategy Planning and Operations

Infosys BPM Ltd
Bangalore
03.2016 - Current

Results-driven Strategy Planning and Operations Lead with 4+ years of experience driving business growth, improving efficiency, and optimizing costs. Successfully led global delivery center governance and cost optimization initiatives, achieving significant improvements in utilization, productivity, and cost savings.

MIS & Training Manager

Infosys BPM Ltd
03.2016 - 03.2020

Managed Training and MIS portfolios, leading a team of 6 analysts across two locations, with responsibilities spanning talent management, resource optimization, financial management, performance management, and reporting. Successfully oversaw budgeting, forecasting, compliance, risk management, and support ratio management, ensuring efficient operations and driving business growth.

Training Manager

Infosys BPM Ltd
09.2014 - 02.2016

Promoted to Training Manager, led a large-scale transition project, and successfully onboarded 90 FTEs from a different vendor, retaining a key client. Effectively managed training operations, team, and content, ensuring seamless transition, high performance, and compliance, while driving CSAT improvement and stakeholder satisfaction.

Operations Team Manager

Infosys BPM Ltd
05.2010 - 08.2014

Transitioned to full-time operations management, overseeing Service Desk, Process Management, and Client Relationship Management, with a focus on driving team performance to meet key metrics and targets. Successfully managed escalations, client relationships, and team performance, achieving improvements in Call Handling Time, CSAT, One Contact Resolution, and attrition reduction

Process Trainer

Infosys BPM Ltd
12.2007 - 04.2010

Led a team of 8 training professionals, ensuring effective content management, delivery, and maintenance for a key client, while maintaining compliance with certification requirements. Oversaw new hire training, quality, productivity, and performance management, and coordinated logistics for diverse Lines of Business (LOBs) training programs.

Customer Service Advisor

Infosys BPM Ltd
08.2006 - 11.2007

Served as a customer service representative, handling inquiries across various channels (chats, calls, emails, queue work) and resolving issues related to broadband orders, exceptions, and fault repairs. Consistently met quality, productivity, and customer satisfaction targets while maintaining high voice quality standards and minimizing repetitive calls.

Education

BCOM -

Veerashiva College Ballari
06.2005

Basics in computers, C & C++ & Tally -

Skills

  • Customer-facing roles
  • Technical support
  • Quality assurance
  • Training and Development
  • Communication
  • Presentation and talent development
  • Coaching and Mentoring
  • Team leadership
  • Performance management
  • Operations management
  • Training management
  • Transition management
  • Process management
  • Financial Management
  • Data Analysis and Reporting
  • Risk and Compliance Management
  • Cost Optimization
  • Microsoft Office
  • Power BI (Basics)

Certification

  • Certified Process Trainer (British Telecom Wholesale)
  • Six Sigma Yellow Belt (YB) and Green Belt (GB)
  • Lean Practitioner & Practice Ambassador
  • Coaching for Coach Methodology
  • Challenge Cup Certified (British Telecom)
  • Club Fuel Certification led by Manipal Global Education Digital Innovation, Strategic & Client Management. People Management and Personal Excellence
  • Power BI (Basics)

Accomplishments

  • CSAT Improvement Project (Dec'12): Saved $15,000 in penalties for one quarter
  • Graduation Throughput % and Revenue Generation (Dec'16): Saved 20 FTEs and $123,000 for a year
  • Streamlining Tie Pair Amendment Process (Mar'17): Saved 0.2 FTEs and $2,866 for a year
  • Lean Practitioner Project (Aug'18): Saved 14 FTEs and $69,000 for a year
  • Nominated for BT Challenge Cup until Qtr. Finals under Best of India
  • Cost optimization projects:Billed utilization Improvement 2023-24 savings of 10 Mn$ for the year. (Buffer reduction & billable increase)Offshoring 2022-23 savings of (251 FTEs) 4.0 Mn$ & 2023-24 (394 FTEs) 6.2 Mn$ (FTE movement from High to Low-cost center)Span Optimization savings of 2022-23 savings 1.4 Mn$ (67 FTEs re-purpose) 2023-24 savings of 2 Mn$ (87FTEs re-purpose)

Roles performed

  • Aug'06-Oct'07, Customer Service Advisor, Process Executive, 1.2
  • Nov'07-Apr'10, Process Trainer, Senior Process Executive, 2.5
  • May'10-Jun'12, Process Trainer, Acting TL, Process Specialist, 2.1
  • Jun'12-Aug'14, Operations Team Manager, Team Lead, 2.3
  • Sept'14-Feb'16, Training Manager, Assistant Manager, 1.5
  • Mar'16-Mar'20, MIS & Training Manager, Assistant Manager, 4.0
  • Apr'20-Present, Lead - Strategy Planning & Operations, Lead, 4.4

Domain/industry

  • Telecommunications & Broadband Services
  • Customer Service Operations
  • Training and Development
  • Service Delivery Management
  • Financial Management

Recognition

  • Individual Extra Miler (May'08, Mar'09)
  • Client Appreciation (Dec'10)
  • Team Extra Miler (May'11)
  • Star Incentive (April'12)
  • Awarded the Inspiring Team Leader Award, recognized as one of the Top 10 leaders globally in Infosys BPM (Mar'15)
  • Star of the Month (May'16)
  • CEO’s young leader award (Infosys Bpm Excellence Awards 2021)
  • ESOPs 100 Shares during the period of 4 years from 2022 -2026
  • CEO’s High-Performance Incentive – 2021, 2022, 2023

Personal Information

  • Date of Birth: 07/27/1985
  • Gender: Male
  • Marital Status: Married

Hobbies and Interests

  • Playing cricket
  • Debates in news Channels
  • Singing

Languages

  • English
  • Kannada
  • Hindi

Timeline

Lead - Strategy Planning and Operations

Infosys BPM Ltd
03.2016 - Current

MIS & Training Manager

Infosys BPM Ltd
03.2016 - 03.2020

Training Manager

Infosys BPM Ltd
09.2014 - 02.2016

Operations Team Manager

Infosys BPM Ltd
05.2010 - 08.2014

Process Trainer

Infosys BPM Ltd
12.2007 - 04.2010

Customer Service Advisor

Infosys BPM Ltd
08.2006 - 11.2007

BCOM -

Veerashiva College Ballari

Basics in computers, C & C++ & Tally -

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