Mohammad Minaj

Operations Team Leader: Customer Support[Chat, Email & Voice]

• Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management. Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
• Built strong relationships with vendors and partners to support administrative operations.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Improved customer satisfaction by creating and implementing effective support policies and procedures. Analyzed reports, surveys, and vendor relationships, and conducted support assessments to enhance first-call resolution rates.
• Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance. Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
• Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
• Monitored employee performance to identify areas for improvement and additional training needs.
• Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
• Conducted regular performance reviews for team members, offering constructive feedback on areas requiring improvement and recognizing outstanding achievements.
• Coordinated resources effectively to meet project deadlines and achieve desired results.

Role - Operations Team Lead

Principle Responsibilities -

• Managed project activities to ensure SLAs were met by team members. Shared information on upcoming projects and prioritized tasks daily, weekly, and monthly.
• Drove positive change within the organization through strategic thinking, innovative solutions, problem-solving skills, and a consistent leadership approach.
• Worked with department leads to streamline workflows, enhance interdepartmental coordination, and collectively achieve business goals.
• Analyzed historical operational data to identify trends and areas for improvement. Established team priorities, maintained schedules, and monitored performance metrics. Managed risks and mitigated potential issues through proactive planning, ongoing monitoring, and timely decision-making
• Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support

Role - Senior Associate (Quality Team)

Responsibilities -

• Performing Root Cause Analysis ( RCA ) provides feedback to operators on errors committed. Promptly mediated disputes between associates to promote better collaboration and avoid work disruption
• Provide Analysis of Defects from core processing Standpoint and provide constructive feedback on the same
• Addressed client escalations and developed error fixes, enhancing client satisfaction through detailed analysis of project requirements and delivery of high-quality results.
  Initiated and coordinated calibrations with clients and conducted training sessions within the team. Communicated updates with the team and managed customer relations through effective communication and supportive interactions.
• Boosted overall team morale by creating a positive work environment and encouraging open communication channels among colleagues.
• Mentored Operations Team associates, fostering professional growth and helping them reach their full potential.Strengthened communication skills through regular interactions with others.