MOHAMMAD ARAFAT QUARISHI
Pune
Summary
Operations and service delivery leader with 18 years in BPO, service desk management, and client relations. As Assistant Manager, oversees service delivery, SLA/KPI management, and process improvement. Experienced in Agile methodologies, CRM-to-Salesforce migration, and training initiatives that enhance customer service and operational efficiency.
Overview
3
3
Languages
3
3
years of post-secondary education
19
19
years of professional experience
Work History
Assistant Manager
Tata Consultancy Services
Pune
2023.07 - Current
- Managed BPO operations and service delivery, coordinating team leads, subject matter experts, quality assurance, and MIS functions to enhance service quality.
- Managed client relationships, upheld SLA/KPI commitments, handled escalations, and facilitated negotiations to maintain strong partnerships.
- Oversaw quality audits, compliance, and process improvements to ensure adherence to standards and optimize operational efficiency.
- Lead process and project transitions, supporting operational continuity, system deployment and service desk delivery.
- Implement Agile ways of working, develop training programs and support employee capability and performance.
- Forecast revenue estimates and coordinate reporting requirements for ongoing operations.
Team Leader
Tata Consultancy Services
Pune
2016.10 - 2023.06
- Managed daily service operations, allocated tasks, prioritized activities, and monitored performance to ensure smooth operations.
- Delivered coaching, training and development activities to strengthen service and quality standards.
- Handled client interactions, escalations, and conflict resolution while ensuring compliance and facilitating service transitions and change management.
- Tracked SLA/KPI targets, attendance, and scheduling; prepared reports and identified opportunities for process improvement.
Information Process Enabler
Tata Consultancy Services
2014.04 - 2016.09
- Responded to inbound and outbound customer requests, ensuring adherence to service-level standards.
- Facilitated first-call resolution and maintained accurate interaction records to enhance customer satisfaction.
- Achieved productivity and quality targets while complying with data security policies and participating in improvement initiatives.
CSR Associate
TechMahindra Business Solutions
2010.07 - 2014.04
- Handled inbound and outbound customer queries, ensuring clear understanding of products and services.
- Supported first-contact resolution and upheld quality standards while maintaining accurate customer records and compliance.
- Engaged in training activities and process-improvement activities.
Subject Matter Expert
Wipro BPO
2007.12 - 2010.07
- Handled customer calls and complex enquiries, ensuring service quality and privacy in escalations.
- Conducted quality audits and provided coaching and refresher training as Team Coach (SME).
- Mentored new employees, reinforcing adherence to customer service and data security guidelines.
Education
Bachelor of Arts -
Suresh Gyan Vihar University, Directorate of Distance Education
Jaipur 2022.07 - 2025.09
Skills
- Service Desk Management
- Call Center Management
- SLA & KPI Management
- SERVICE OPERATIONS
- Process Management
- Process Transitions
- Escalation Management
- Change management
- Agile Ways of Working
- Reporting & Dashboards
- SYSTEMS & REPORTING
- Training & Development
- Client Relationships
- Customer Engagement
- People Management
- Stakeholder Management
Personal Information
Title: ASSISTANT MANAGER | BPO OPERATIONS & SERVICE DELIVERY
LANGUAGES
Title: ASSISTANT MANAGER | BPO OPERATIONS & SERVICE DELIVERY
PROJECTS
Title: ASSISTANT MANAGER | BPO OPERATIONS & SERVICE DELIVERY
Accomplishments
- Maintained team attrition at approximately 2.5% through engagement and coaching.
- Received Best Team Manager 2023 recognition from the client.
- Earned appreciation for a successful inbound team transition in 2023.
PROJECT FOCUS
Title: ASSISTANT MANAGER | BPO OPERATIONS & SERVICE DELIVERY
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Proficient
C2
Timeline
Assistant Manager
Tata Consultancy Services
2023.07 - Current
Bachelor of Arts -
Suresh Gyan Vihar University, Directorate of Distance Education
2022.07 - 2025.09
Team Leader
Tata Consultancy Services
2016.10 - 2023.06
Information Process Enabler
Tata Consultancy Services
2014.04 - 2016.09
CSR Associate
TechMahindra Business Solutions
2010.07 - 2014.04
Subject Matter Expert
Wipro BPO
2007.12 - 2010.07