MD Abdul Javeed
Hyderabad
Summary
With over a decade of experience in the BPO industry, including six years at Accenture, I have developed expertise in client relations and team management. As a Team Leader for a premium client, my primary goal is to drive operational excellence, ensure project success, and exceed client expectations. By leveraging my strong leadership abilities and deep BPO knowledge, I consistently deliver exceptional results and foster positive relationships with clients and team members.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Team Leader
Accenture
08.2018 - Current
- Leading a team of 25 employees, providing guidance, training, and support to ensure smooth daily operations.
- Developed and maintained key performance indicators (KPIs) to monitor team and individual performance, providing regular feedback and coaching to drive continuous improvement.
- Maintaining consistency in performance through Corrective Action Plan (CAP) and Performance Improvement Plan (PIP).
- Oversee scheduling, resource allocation, and workload balancing to optimize.
- Productivity and meet customer demands.
- Conducting regular performance reviews and identifying training needs to enhance team members' skills and knowledge.
- Acting as a liaison between the team and upper management, communicating goals, objectives, and progress reports.
- Assigning tasks to team members.
- Providing feedback to team members.
- Developing and implementing team processes.
Senior Executive
24/7.ai
06.2016 - 07.2018
- Maintained consumer satisfaction by using cutting-edge methods to address their queries and problems.
- Using internal resources that a company provides, such as its knowledge base and workflows, to evaluate technological problems and identify potential solutions.
- Made ideas and took part in team-building problem-solving exercises to contribute to continuous progress
- Used critical thinking to analyze issues, weigh potential answers, and come to judgement
- Technical reports, research, and related documentation were created and prepared
Customer Service Representative
Tata Business Support & Services
09.2014 - 05.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered a constant flow of customer calls, chats, and emails with minimal wait times.
- Analysed customer service trends to discover areas of opportunity, and provide feedback to management.
Education
Bachelor of Commerce -
Osmania University
Hyderabad04.2014
Skills
- People Management
- Performance Management
- Process Management
- Quality Compliance
- Coaching and Mentoring
- Attrition Management
- Operations Management
- Conflict Management
- KPI Management
- SLA Management
- Stakeholder Management
- Employee Relations
- Customer Experience
- Customer Success
- Transition Management
- Escalation Management
Certification
- Lean Six Sigma Green Belt Certification
Timeline
Operations Team Leader
Accenture
08.2018 - Current
Senior Executive
24/7.ai
06.2016 - 07.2018
Customer Service Representative
Tata Business Support & Services
09.2014 - 05.2016
Bachelor of Commerce -
Osmania University
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