Aarif Khan
Vadodara
Summary
A results-oriented Deputy Manager with 8 years of experience seeking a challenging role to utilize the skills in leading and managing teams, optimizing operational efficiency, and implementing process improvements to support business growth.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
2
2
Language
Work History
Deputy Manager Operations
Concentrix Daksh Services Pvt. Ltd.
Vadodara
04.2022 - Current
- Managed daily operations, including production scheduling, and quality control, to ensure timely delivery of high-quality services to client
- Managing Team of 3 Team Leads for account HC of 117 FTEs
- Raise requirements and actively participate in hiring process from Operations to ensure staffing is sufficient
- Oversaw production processes and workflow to ensure compliance with safety and quality standards
- Conducted regular performance evaluations of staff and implemented training programs to enhance their skills and knowledge
- Identifying process gaps & automation opportunities
- Responsible to meet all agreed client performance parameters.
- Taught employees how to collaborate on daily job tasks and achieve service targets
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
- Monitored employee productivity and optimized procedures to reduce costs
- Supervised operations team to support operational excellence and excellent customer service
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Developed and maintain operational guidelines for staff
- Coordinated with General Manager in different operational issues and promotional activities
Assistant Manager Operations
Concentrix Daksh Services Pvt. Ltd.
Vadodara
10.2020 - 04.2022
- Achieve monthly sales target and policy issuance target
- Prepare Weekly Dashboards and deck on Team's performance for discussion in MBRs/WBRs
- Identify performance related issues, develop action plans and take corrective actions
- Identify performance related issues, develop action plans and take corrective actions
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations
- Performed statistical analyses to gather data for operational and forecast team needs
- Implemented new technology to streamline processes and improve operations
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Trained and guided team members to maintain high productivity and performance metrics
- Increased insurance sales by 20%.
Lead Training & Quality
Concentrix Services IND PVT LTD
Vadodara
08.2018 - 09.2020
- Driving Quality as per client defined parameters for Inbound CS (No Mining, Repeat, and TQM etc.)
- Keeping track on concession issued to customers & working on POA for reduction
- Driving Customer C-Sat along with reduction in repeat calls from customer to reduce Customer effort
- Conduct FMEA & complete RCAs for Process
- Identify improvement opportunities for account and drive them to closure
- Conduct quality calibration sessions Internally & Externally
- Driving Mandatory training across floor, 100% closure (Internal / Client trainings)
- Trained and certified on product & process to understand process needs
- Provide training to new hires during ramp and refreshers to tenured.
- Trained new hires to perform cross-training exercises with experienced workers
- Conducted orientation sessions and organized on-the-job training for new hires
- Monitored and evaluated training performance to determine quality and cohesiveness
- Collaborated with other departments to align training programs with organizational goals and objectives
Education
Bachelor of Commerce -
PGDAV College, Delhi, Delhi University
Delhi 07.2009 - 08.2012
Higher Secondary School (HSC) -
Govt. Sen Sec School, Kama, RBSE Board
Rajasthan 05.2008 - 04.2009
Secondary School Certificate (SSC) -
Anamika Public School, Kama, RBSE Board
Rajasthan 04.2006 - 03.2007
Skills
Data operations abilities
Managerial skills
Operations leadership
Project manager supervision
Business operations expertise
Brief Profile
More than 8 years of experience in BPO Industry (E-Commerce, Sales, insurance & Backend Domain). Overall experience in the Industry in Operations, Transition, Training & Quality. Currently working with UK based backend process as Deputy Manager for 18 months. Worked with domestic insurance client as Assistant Manager for 18 months. Worked with American E-commerce process as Training & Quality Lead for 16 months – Overall Experience in E-commerce Industry 5 Years 9 Months
Personal Information
- Date of Birth: 03/01/92
- Marital Status: Married
Timeline
Deputy Manager Operations
Concentrix Daksh Services Pvt. Ltd.
04.2022 - Current
Assistant Manager Operations
Concentrix Daksh Services Pvt. Ltd.
10.2020 - 04.2022
Lead Training & Quality
Concentrix Services IND PVT LTD
08.2018 - 09.2020
Bachelor of Commerce -
PGDAV College, Delhi, Delhi University
07.2009 - 08.2012
Higher Secondary School (HSC) -
Govt. Sen Sec School, Kama, RBSE Board
05.2008 - 04.2009
Secondary School Certificate (SSC) -
Anamika Public School, Kama, RBSE Board
04.2006 - 03.2007