Mohammed Amrulla S
Team Supervisor / Manager I
No 19, 1st Floor, KEB Colony, BTM 1st Stage, Beside Bharath Gas Agency, Bangalore
Summary
Team Supervisor hires and supervises front line staff, resolves complaints and enforces disciplinary action to maintain high level of productivity. Trains and mentors staff and oversees team operations, reporting and policy implementation to comply with operational standards. Demonstrates intermediate analytical, planning and leadership skills and advanced organizational and interpersonal skills to work in fast-paced environment with changing priorities. Proven track record of adhering to customer satisfaction standards. Participation and assistance in PCS, DSS (Diet Six Sigma) projects for process improvements.
Overview
18
18
years of professional experience
4
4
Certifications
Work History
Team Supervisor / Manager 1
Amazon Development Centre India Pvt. Ltd
7 2017 - Current
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and participating in candidate selection decisions.
- Evaluated team member performance regularly, providing guidance for professional growth and development. Managed performance reviews for 30+ employees.
- Promoted a culture of continuous improvement by encouraging innovation and problem-solving among team members.
- Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
- Enhanced team productivity by implementing efficient workflow processes and monitoring daily progress.
- Assisted in research and analysis efforts by supplying input for forecasting, training program assessment and quality assurance program calibration.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
Donor Recruiter
Stem Cell Registry India, Bangalore Medical Services Trust – Rotary ttk Blood Bank
07.2016 - 08.2017
- Orienting and educating potential donors about blood cancer and need for registry for Stem Cell donation
- Scheduling events / drives and successfully updating the event details
- Coordinating with new and existing partners (Colleges/Companies/Residential locations) to set up a camp and conduct an event
- Preparing templates and FAQs post the donor drives / events
- Managing IT (software/hardware) related issues.
Assistant Manager – Operations (Ecommerce Voice & Non-Voice)
Aegis Global
12.2015 - 07.2016
- Direct 2 Group Leads and general oversight of 30 associates
- Understands the need, bring in changes and updates related to Ecommerce
- Meets/exceeds service and quality levels as assigned by Management/Client
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Assisted in recruiting, hiring and training of team members.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
Assistant Manager – Operations (International Voice)
Hinduja Global Solutions
06.2014 - 09.2015
- Provide cross functional management; direct 4 Group Leads and general oversight of 70 associates
- Understands the process vision & has the ability to translate the same to the team
- Demonstrates an understanding of the impact of team's performance on sub /process objectives
- Managing daily performance to ensure that all the associates and Team Leads are providing the service to all customers (internal and external) as per the agreed SLAs
- Meets/exceeds service and quality levels as assigned by Management/Client
- Managing day-to-day operations of the team, including attendance, attrition and outages, to minimize customer impact
- Interviewing associates to ensure the quality of hire based on the requirements
- Coaching, mentoring and development of associates and Team Leads
- Cost optimization and maximum utilization of resources for productivity
- Responsible for preparation of process budget and manpower
- Preparation of internal and external business reviews.
Group Lead – Operations (International Non-Voice)
Hinduja Global Solutions
06.2013 - 06.2014
- Manage and lead a team of 20 – 25 associates
- Identify knowledge and process gaps and ensure closure of the same through proper training, coaching and mentoring
- Handled supervisor and escalated calls
- Monitored and controlled the team in order to adhere to the quality guidelines and attendance schedule
- Managed a team of TSE’s and Senior TSE’s, motivated and guided them to achieve service level targets
- Managed all interpersonal problems that were raised on the floor
- Maintained records pertaining to quality, attendance and performance of each agent.
Subject Matter Expert (International Voice)
Hinduja Global Solutions
03.2012 - 06.2013
- Responsible for assisting agents
- Handled supervisor and escalated calls
- Coordinated with the Quality department on Call Calibrations
- Conducted Quality Monitoring and Feedback sessions for the Agents
- Refresher trainings and mentoring were conducted
- Conduct process training for new hires
- Preparation of process documents and contribution to the Knowledge Management System
- Contributing to the CSAT, FCR, NPS and other process analysis.
Senior Technical Support Executive (International Voice)
Hinduja Global Solutions
07.2008 - 03.2012
- Answering calls from customers and assisting them to resolve their technical / non-technical issues
- Attending escalations handed over by leads and managers
- Ensuring to maintain all the metrics are achieved individually and support the team
- Ensure good quality of call to provide good customer experience and satisfaction.
Technical Support Executive (International Voice)
Hinduja Global Solutions
11.2006 - 07.2008
- Answering calls from customers and assisting them to resolve their technical / non-technical issues
- Working on the backlog tickets/cases and ensure to meet the TAT/MTTR
- Ensure good quality of call to provide good customer experience and satisfaction.
Customer Care Operator
Aegis BPO Services Pvt. Ltd.
06.2006 - 10.2006
- Answering calls from Customers (Retailers) and resolving their queries
- Resolving Queries related to recharge, Value Added Services (VAS) and other offers
- Ensure good quality of call to provide good customer experience and satisfaction.
Education
Bachelor of Science - Networking Technology
Sikkim Manipal University (Distance Education)
Bengaluru, India 04.2001 -
Pre-University -
Mountain View PU College
Chikkamagaluru, India 04.2001 -
S.S.L.C -
Mountain View School
Chikkamagaluru, India 04.2001 -
Skills
Leadership & Hiring
Disclaimer
I hereby declare that the above information is true to best of my knowledge and belief and that I have not withheld any information that might affect my suitability for employment.
Languages
English
Hindi
Urdu
Kannada
Certification
Networking: Certified by Sikkim Manipal University and Dimension Data India Ltd.
Timeline
Donor Recruiter
Stem Cell Registry India, Bangalore Medical Services Trust – Rotary ttk Blood Bank
07.2016 - 08.2017
Assistant Manager – Operations (Ecommerce Voice & Non-Voice)
Aegis Global
12.2015 - 07.2016
Assistant Manager – Operations (International Voice)
Hinduja Global Solutions
06.2014 - 09.2015
Group Lead – Operations (International Non-Voice)
Hinduja Global Solutions
06.2013 - 06.2014
Subject Matter Expert (International Voice)
Hinduja Global Solutions
03.2012 - 06.2013
Senior Technical Support Executive (International Voice)
Hinduja Global Solutions
07.2008 - 03.2012
Technical Support Executive (International Voice)
Hinduja Global Solutions
11.2006 - 07.2008
Customer Care Operator
Aegis BPO Services Pvt. Ltd.
06.2006 - 10.2006
Bachelor of Science - Networking Technology
Sikkim Manipal University (Distance Education)
04.2001 -
Pre-University -
Mountain View PU College
04.2001 -
S.S.L.C -
Mountain View School
04.2001 -
Team Supervisor / Manager 1
Amazon Development Centre India Pvt. Ltd
7 2017 - Current
Networking: Certified by Sikkim Manipal University and Dimension Data India Ltd.
Network Technician – June 2012
Network Associate – May 2013
Network Professional – January 2014
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