Md Abrar Ahmed
Hyderabad
Summary
Dedicated and results-oriented Quality Assurance Manager and Team Leader with over 8 years of experience in managing QA teams, leading dictation projects, handling escalated matters, and driving operational excellence. Proven track record of successfully managing teams of up to 50 members in Amazon Development Centre and 30 members at Now Floats Private Technologies. Adept at implementing strategies to enhance team performance, promote growth, and streamline processes. Skilled in RCA analysis for product refund, leadership, team management, and project development. Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.
Overview
10
10
years of professional experience
Work History
Senior Manager
Now Floats Private Technologies
Hyderabad
05.2018 - Current
- Successfully manage and lead a team of Content associates, QA department, ensuring adherence to quality standards and timely project delivery
- Spearheaded engagement of merchant programs, significantly boosting merchant satisfaction and retention
- Led inside sales growth efforts, resulting in a 23.5% increase in revenue within the first year
- Pioneered a project to integrate a Free CRM System, reducing time consumption, enhancing productivity, and improving data management
- Collaborated with cross-functional teams to drive process improvements and optimize workflow efficiency
- Played a pivotal role in resolving escalated matters and managing higher-level customer concerns
- Led Root Cause Analysis (RCA) initiatives to identify and rectify product/system issues, resulting in a 12% reduction in escalation/refund requests
- Developed and implemented strategies to optimize quality assurance processes, resulting in improved product quality and customer satisfaction
- Served as the point of contact for handling escalated issues from both customers and internal stakeholders
- Collaborated with product development teams to ensure product quality standards were met at each stage of the development lifecycle
- Recognized for exceptional leadership skills and the ability to foster a collaborative and high-performing team culture.
- Represented the organization at conferences or trade shows as an expert speaker on relevant topics.
- Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
Operations Support Lead (Interim)
Amazon Development Centre SME
Hyderabad
05.2014 - 07.2017
- Took the initiative to create and implement a project utilizing a Free CRM System for the support and inside sales teams, leading to 3% reduction in response time and enhanced productivity
- Oversaw multi-location merchant support, addressing operational challenges and ensuring consistent service delivery
- Coordinated with cross-functional teams to identify pain points in operations and implement solutions for process optimization
- Played a pivotal role in the onboarding and training of new team members, contributing to seamless integration and skill development.
- Monitored the progress of escalated cases to resolution.
- Coached and mentored junior support personnel in resolving complex problems.
- Analyzed trends in customer feedback data to identify opportunities for improvement.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
Education
Bachelor's - Electronics and telecommunication
JNTU-H Affiliated HIT College
Skills
- Quality Assurance and Quality Control
- Root Cause Analysis (RCA)
- Team Leadership and Management
- Process Optimization
- Unit / Integration Testing
- Project Management
- Customer Escalation Handling
- Inside Sales Growth
- Cross-Functional Collaboration
- CRM Implementation
- Leadership and Team Development\
- Azure Process
- JIRA Process
- Figma Usage
- Website Trouble shooting
- API Basic issues
- Business performance management
- Market Analysis
- Corporate Communications
- Documentation And Reporting
- Organizational Development
- Data-driven decision-making
Personal Information
Title: Senior Manager Operations for Support/ QA / Content Growth
Languages
English
References
Available upon request
Timeline
Senior Manager
Now Floats Private Technologies
05.2018 - Current
Operations Support Lead (Interim)
Amazon Development Centre SME
05.2014 - 07.2017
Bachelor's - Electronics and telecommunication
JNTU-H Affiliated HIT College
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