Mohammad Waseem Akram
Team Lead
Hyderabad
Summary
A confident, result - driven and customer focused Team Manager with 5+ years of experience in the Operations & Quality. Dedicatedly worked for supporting business, along with planning and implementing strategies.
Seeking a challenging and rewarding career in any applicable industry where I can contribute my knowledge and skills for growth and development of the organization and to be able to implement solutions that meet the customer requirements.
Overview
5
5
years of professional experience
Work History
Team Lead
Wipro
04.2022 - 06.2024
- Managing EMEA & APAC regions with 25+ FTEs
- Focused on KRA
- Frequent interactions with Client/Stake holders
- Driving Calib/Alignment/Rebuttal sessions with partner site
- Focused more on people management and their well being
- Good hands-on Process, Performance & Client management
- Identified potential leaders within the team and provided them with coaching to elevate to the next level
- One on One's, Billable Management, learning sessions, Attrition/Retention discussions, EWS, Staffing Projection, Que Completion, PIP/CAP, Outlier, TQ, MQ & BQ Management, Trainings
- Design quality inputs, RCA, Stack Ranking, Weekly/Monthly/Quarterly Business reviews, Audit Vs Fail (Alignment with BPO & COE)
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Quality Specialist
Conneqt Business Solutions
11.2021 - 04.2022
- Quality checks (QA Tools)
- Calibrations
- Working on TNI
- Root Cause for ZTP/Fatal
- Quality Inductions
- Client Calls/Dashboards
Quality Analyst
KFintech Pvt Ltd - Karvy
06.2020 - 11.2021
- Auditing Calls & Emails (25 Heads)
- Refresher/Weekly Huddle
- Focus on Dsat
- Feedback sessions
- Alignment sessions
SME Relationship Manager
Karvy Selenium
05.2019 - 06.2020
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.
Education
B com Computers -
Ushodaya Degree College
Skills
Six Sigma
GSuite
MS Office
Onboarding and Orientation
Certified beginner for Chat GPT
Interpersonal skills
Employee Engagement Reporting and MIS
Accomplishments
- Business Support Award - Q2'23 (From Executive Board member & President - Wipro)
- Client appreciation on successfully implementing C-Sat Survey for EMEA region
- Best Team Lead - Q4'22 (Wipro)
- Karvy Idol - 2020 (Kfintech - for managing quality & AHT)
Timeline
Team Lead
Wipro
04.2022 - 06.2024
Quality Specialist
Conneqt Business Solutions
11.2021 - 04.2022
Quality Analyst
KFintech Pvt Ltd - Karvy
06.2020 - 11.2021
SME Relationship Manager
Karvy Selenium
05.2019 - 06.2020
B com Computers -
Ushodaya Degree College