MOHAMMED ARSHAD
Jaipur
Summary
Results-focused Operations Leader with expertise in Lean Six Sigma, driving team efficiency and optimizing processes. Skilled in CRM systems and data analysis, fostering collaboration across departments to meet client expectations. Proven ability to enhance operational workflows and secure RFP renewals through effective project planning and team leadership.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager Operations
TELEPERFORMANCE
Jaipur
12.2021 - Current
- Directed operations for global service provider, leading high-performing department of 250+ personnel.
- Spearheaded the operational solution design for a high-value RFP renewal for client (Adobe), leading to a successful contract extension and expansion by showcasing a 25% efficiency gain through Lean Six Sigma integrations.
- Drafted technical response sections focusing on 'Process Innovation' and 'Operational Resilience', contributing to the successful retention of the account post RFP was rolled out by the client
- Collaborated with IT and Digital Transformation teams to embed automation and AI tools into the operational workflow to reduce cost.
- Established operational guardrails for writing and proposal teams, ensuring RFP commitments were actionable and executable on day 1.
- Identified opportunities to automate repetitive manual tasks within the CX lifecycle, reducing AHT and human error.
- Leveraged business intelligence to move from reactive troubleshooting to proactive 'value-add' solutioning.
- Embedded automated and manual quality checkpoints to mitigate the operational risks and ensure 100% adherence to regulatory and client specific standards.
- Designed multi-layered governance models to ensure consistent communication and alignment between the BPO and the client.
- Achieved 95% Client Satisfaction (CSAT) score through alignment of operational output with strategic business objectives and SLAs.
- Earned Operations Manager of the Year 2023 for leadership and operational resilience at Jaipur site.
Assistant Contact Centre Manager
TELEPERFORMANCE
Jaipur
03.2020 - 12.2021
- Orchestrated operations for mid-scale contact center, managing 50+ employees and achieving 100% adherence to client KPIs.
- Developed performance tracking mechanisms that enhanced service delivery timelines by 15%.
- Facilitated team meetings to align on project goals and strategies.
- Oversaw daily operations to ensure compliance with company policies.
- Conducted training on customer service best practices and communication skills.
Assistant Manager Customer Care
TELEPERFORMANCE
Jaipur
01.2018 - 01.2020
- Supervised team of 20+ agents, improving quality assurance and elevating customer experience.
- Streamlined query resolution processes, achieving quicker response times and improved customer satisfaction.
- Managed daily operations to ensure efficient service delivery and customer satisfaction.
- Coordinated training programs for new employees, ensuring comprehensive understanding of company policies and procedures.
- Assisted in developing strategic plans to enhance team performance and productivity.
Subject Matter Expert / Technical Support
TELEPERFORMANCE
Jaipur
03.2017 - 09.2018
- Provided technical expertise for Adobe Creative Cloud, enabling frontline agents to resolve complex issues effectively.
- Transitioned into technical support roles, delivering specialized billing and technical solutions that enhanced service for global clients.
- Successfully achieved the quarter on quarter revenue targets for the client ($ 6m).
Operations Executive
TATA CAPITAL FINANCIAL SERVICES LIMITED
Jaipur
03.2016 - 11.2016
- Executed financial operations, managing cash inflows and issuing No Objection Certificates (NOCs) to facilitate smooth transactions.
- Ensured compliance with banking audits and financial regulatory standards to uphold organizational integrity.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Senior Officer
ICICI BANK LIMITED
Jaipur
06.2015 - 12.2015
- Led team in delivering exceptional customer service, fostering a customer-centric culture and improving client satisfaction.
- Resolved complex banking queries and coordinated branch-level interactions, significantly enhancing customer service experience.
- Managed daily operations to ensure compliance with banking regulations.
- Trained and mentored junior staff on banking procedures and customer interactions.
- Managed high-volume customer transactions and cashier operations, maintaining 100% accuracy in financial records to support financial integrity.
Education
Master of Commerce - Business Administration
Rajasthan University
Jaipur01-2015
Bachelor of Commerce -
Rajasthan University
Jaipur01-2013
Skills
- Customer relationship management
- Sales forecasting
- Financial operations
- Process optimization
- Project planning
- Compliance management
- Quality assurance
- Data analysis
- Excel proficiency
- CRM systems
- Team leadership
- Adobe Creative Cloud
Technical Skills And Certifications
Lean Six Sigma Yellow Belt, CRM Systems (Salesforce/Oracle), Adobe CC, Microsoft Office Suite (Expert Excel, PowerPoint, Outlook), Opportunity Identification, Data Preparation, Business Intelligence Insights
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Certification
LSSYB
Accomplishments
Best Service Delivery Leader 2023
Timeline
Manager Operations
TELEPERFORMANCE
12.2021 - Current
Assistant Contact Centre Manager
TELEPERFORMANCE
03.2020 - 12.2021
Assistant Manager Customer Care
TELEPERFORMANCE
01.2018 - 01.2020
Subject Matter Expert / Technical Support
TELEPERFORMANCE
03.2017 - 09.2018
Operations Executive
TATA CAPITAL FINANCIAL SERVICES LIMITED
03.2016 - 11.2016
Senior Officer
ICICI BANK LIMITED
06.2015 - 12.2015
Master of Commerce - Business Administration
Rajasthan University
Bachelor of Commerce -
Rajasthan University