Mohammad Ismail

• Transform the customer experience, delivering value to client for the entire business account
• Deliver a seamless and exceptional service delivery, including being close to the client's voice and aligning to it in enhancing the work delivery
• Client relationship management and participate in new opportunities of business development/ new business
• I started at an analyst level and since then progressed through various leadership roles with 15+ years in the Operations domain
• I have been extensively involved in operational delivery, business strategy, enhancing customer delight during the entire customer experience journey
• I bring a strong track record of success in varied business process outsourcing units in multinational organizations, and leading medium to large sized teams
• I bring a deep understanding and insight of business dynamics and best practices.

• Leading business operations and effective delivery of services core to the business unit
• Build a client-focused operations team aligned with business priorities and focused on delivering client satisfaction and operational efficiency
• Started my carrier from this organization, joined as Customer care executive and had grown till Assistant manager with different line of business
• Implementation and drive business performance, liaison with existing clients and prospects
• Integrate end-to-end services, viz., voice support, email, chat, social media and escalations desk and meeting SLAs and deliver consistently
• Manage the entire contact center workforce from hire to retire.

TELENOR/AIRTEL: - Mobility Jamshedpur  Handle various levels of escalations and ensuring timely solutions to every project based queries  Day-to-day volume analysis and SLA monitoring, preparing monthly dashboards  Creating MI reports. Provide analytics services to a global client base across Location.  Report directly to the Operations and Service Delivery Heads.  Initiated KPI oriented Projects.  Managed with team size of 150. TATA TELESERVICE LIMITED: - Mobility UPW / Bihar  Promoted through IJP of AM operation.  Leading customer care workforce of two locations for premium desk.  Added value to the process by providing GPRS SOP.  Worked in many projects.  Creating MI reports. Provide analytics services to a global client base across Location.  Involved in training line-up for new NHT.  Design SOP, manage IVR & call flow, liaise with client to meet process SLAs  Handle various levels of escalations and ensuring timely solutions to every project based queries  Day-to-day volume analysis and SLA monitoring