Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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Mohammad Moin Baig

Team Leader
Hyderabad,Hyderabad

Summary

Results-driven leader in operations and team management with a strong track record in training and motivating personnel. Proficient in project management and conflict resolution, leading to enhanced team performance and streamlined processes.

Overview

9
9
years of professional experience
4
4
Certification

Work History

TEAM LEADER - Operations

Accenture Services Pvt Ltd
Hyderabad
05.2018 - Current
  • Supervised daily operations, managing team of 26+ employees to ensure high productivity.
  • Monitored real-time queues and case volumes to meet SLAs for all metrics.
  • Collaborated with stakeholders to provide regular updates on daily deliverables.
  • Led weekly meetings focused on SLA adherence and quality improvement initiatives.
  • Resolved escalated customer cases, emphasizing satisfaction and retention.
  • Analyzed raw data to identify trends for process and performance enhancement.
  • Managed team scheduling and coverage planning to minimize downtime.
  • Conducted performance analysis for team members, implementing coaching for improvement.
  • Implemented process improvements to streamline workflows and increase efficiency.

Customer Support Executive - Inbound and Sales

Tech Mahindra
03.2017 - 02.2018
  • Received and managed inbound calls related to service requests, complaints, and purchases.
  • Identified and troubleshot service-related issues to enhance customer satisfaction.
  • Provided accurate and timely information to clients regarding services offered.
  • Documented all customer interactions and service details with precision.
  • Ensured compliance with international customer service standards for quality assurance.

Customer Support associate - Inbound

ACT Fibernet
03.2016 - 01.2017
  • Company Overview: (Voice process – Technical)
  • Handled inbound customer calls to provide technical support and resolve internet connectivity issues for ACT Fibernet.
  • (Voice process – Technical)

Education

MBA -

Osmania University
Hyderabad

Skills

  • Microsoft Office applications
  • Advanced Excel
  • Lean Six Sigma
  • Tableau
  • SQL
  • Analytical skills
  • Presentation skills
  • Interpersonal skills
  • People management
  • Conflict resolution
  • Time management

Certification

  • Lean Six Sigma Green Belt (Level II), from KPMG India, (Feb 2025)
  • PMP kick-off predictive course, from PMI, June 2024
  • Certified Business Analysis Professional (CBAP), from Simplilearn, July 2023
  • Google Data Analytics, from Coursera, Oct 2022

Personal Information

  • Date of Birth: 02/15/97
  • Gender: Male
  • Marital Status: Unmarried

Timeline

TEAM LEADER - Operations

Accenture Services Pvt Ltd
05.2018 - Current

Customer Support Executive - Inbound and Sales

Tech Mahindra
03.2017 - 02.2018

Customer Support associate - Inbound

ACT Fibernet
03.2016 - 01.2017

MBA -

Osmania University

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Mohammad Moin Baig Team Leader