MANSUR ABDUL KADAR

• Responsible for handing the entire E2E Operations, Training & Quality for Schlumberger
• Managed daily operations while overseeing multiple locations ( Colombia, Malaysia, Egypt and India , Servicing +60 Countries in 11 languages)
• Domain - Voice, Back Office, Trip Audit & Analysis & Tier 1 App Support.
• Turned around performance for Colombia in record 3 months time on all key metrics including JME, Critical Alerts, Customer Experience and Service level with average tenure of less than 6 months, specially after the primary Site was shut down.
• First time ever in last 10 years achieved, PROMOTER score in Client survey - July 2023.
• Worked closely with the Training & Quality team in revamping of content, knowledge retention and Enhancing call quality experience
• Guide & lead the delivery teams to meet and exceed the contractual and quality KPI’s
• Closely Engaged with IT-BRM, Automation / App Developing team on creating value proposition/cost reduction/innovation for the clients
• Scored Appraisal rating of "4" for the Period ( Mar to July ) 2023

· Current SPAN - 2 Operations Manager, 10 Leaders & ~150 Players

· Domain - OJT , Voice , V2C (Voice to Chat) & Back office

• CX Improvement - Spearheading the Customer Experience arm for Postpay-UK across Mumbai and Pune, primary responsibility to lead and improve NPS/Res scores for the CC via identifying and facilitating ideas for process improvement, performance management reviews, building strategies and liaising with other support functions for seamless delivery.
• Successfully implemented " Customer FIRST " culture through redesigning the call structure and bringing Great Conversation to life
• Have been instrumental in improving the overall GC scores and call quality , 12% improvement observed in scores in last 6 months
• Complaint Management - have been instrumental in reducing the overall complaints coming to CC through upskilling, outlier management, strategies around RCA and collaboration with different stakeholders, Created role base authority to enhance customer resolution & experience
• Stakeholder/ Client Management - have been effective in dealing with key stakeholder/Client to influence positive business outcomes
• Motivating leader with ability to turn around performance & build high-performing teams, proven experience in mentoring team members towards improving bottom-line growth
• An analytical thinker with strategic planning skills, capable of developing innovative approaches to enhance performance, surpasses targets & leverage business profitability. Possess proactive attitude, capability to think in & out of the box

• Managing the operation stream of Three UK Post-pay in Mumbai and consistently over achieving key KPI's (Efficiency, NPS, CPT,& AHT. Compliance and Hygiene), along with up-selling of new contracts
• Spearheaded Back office area called as Boss2 which manages the key fraud area for the CC.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Proven ability to deliver on challenging assignments, perform in highly visible positions, work under pressure to produce strong sustainable results
• Motivating leader with ability to turn around performance & build high-performing teams, proven experience in mentoring team members towards improving bottom-line growth and meeting top-line goals.
• An analytical thinker with strategic planning skills, capable of developing innovative approaches to enhance performance, surpasses targets & leverage business profitability. Possess proactive attitude, capability to think in & out of the box
• Part of the Interview/hiring panel for Team Leaders & Players

• Mentored and guided employees to foster proper completion of assigned duties.
• Achieved SLA targets on monthly basis to achieve desired KPIs including absenteeism and attrition
• Top Leader for Year - 2014 & 2015
• Successfully lead MBB-CS project for the business and scored 4.6/5

• Winner of Dream Team - 2012
• Successfully Spearheaded OJT arm of the business and breached all targets set by business - 2011
• Efficaciously headed Enhance Project – Bottom quartile, the group went on and cleared all toll gates with throughput of +90% clearance-2012

• Best Team Leader for Year 2004
• Awarded the Best Team for Dec03, Feb, Mar, Apr, Jun & July – 04