Mohammed Azharuddin
Raichur
Summary
Dynamic Team Lead with a proven track record at DAZN Software, excelling in leadership and stakeholder management. Spearheaded initiatives that consistently surpassed KPIs, driving operational excellence. Expert in data analysis and conflict resolution, fostering high-performing teams and ensuring compliance with quality standards. Recognized for delivering impactful results in fast-paced environments. Motivated individual with business acumen, and a willingness to take on challenging roles. Tech-savvy and quick to learn, with technical know-how, social media expertise, and sales abilities to support and drive substantial growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Lead Operations
DAZN Software Private Limited
Hyderabad
04.2024 - Current
- Supervised a team of 160 associates.
- Team Manager at a product-based company, responsible for global English-speaking markets, as well as French, Spanish, and Italian-speaking customers.
- Conducted daily interactions with stakeholders to provide process updates and insights.
- Acted as the primary point of contact for all process-related updates with stakeholders.
- Collaborated closely with the technology team to address CRM issues, and provided regular updates on ongoing projects.
- Participated in 'war rooms' to handle urgent issues, ensuring continuous communication and updates with stakeholders.
- Reported directly to the Senior Vice President (SVP).
- Oversaw the creation and delivery of weekly and monthly business performance reports.
- Led the team to meet and exceed key performance indicators (KPIs), with a strong focus on results-driven outcomes.
- Monitored real-time adherence (RTA) tools to ensure no misses on CIQs and MIQs.
- Regularly visited supplier sites as a client representative, sharing updates, and ensuring quality standards and training were consistently met.
Team Lead
Sutherland Global Services
Hyderabad
06.2023 - 03.2024
- Started as a Team Lead at Sutherland for the AirBnB client
- Managed a team of 25 associates handling semi-calling processes (calls, chat, and emails) focused on payments, refunds, and compliance
- Monitored payment transactions, refunds, and compliance issues to ensure accuracy and resolution
- Oversaw the Payments team, monitoring chargebacks and authorized transactions
- Handled fraud and compliance-related cases, ensuring proper investigation and resolution
- Managed escalated supervisor cases and resolved issues by communicating directly with clients
- Reported to the Business Manager (Accounts Manager)
- Drove key performance indicators (KPIs) while maintaining high customer satisfaction (CSAT) scores for the team
- Regularly interacted with the client, providing updates to Operations and Client Managers (OCMs)
- Collected and verified customer data, including identity, financial activities, and ongoing transactions
- Received the 'Best Team Lead' award for three consecutive months
- Maintained high productivity levels while meeting strict service level agreements (SLAs)
Team Lead
Unified Softech
Bangalore
09.2019 - 06.2023
- Handling a Team of 20-30 members and monitor their performance on a regular basis
- Focusing on customer satisfaction if required getting into supervisor calls and giving 100% satisfaction to the customer so that he get end to end solution
- Ensuring high level of customer service by achieving established SLA's in terms of Productivity and Quality
- Interact with the clients on a daily/weekly basis and to maintain and analyze the client system to run the process on par with client's expectations
- Monitor ANS% and SL of the process and do corrective action to improve same
- Drive SLA's, metrics, Compliance to contractual / process requirements (Quality, SL, ANS%, AHT & FTR etc.)
- Driving to achieve the targets on Repeat calls, quality score, Absenteeism, attrition, shrinkage etc and review same periodically
- Motivate self and the team towards achieving daily, weekly and monthly targets
- Mentor people on the floor by providing complete floor support as and when required
Education
Bachelor’s - Commerce
Gulbarga University
Raichur06-2019
Pre university college - Science
Cresent Pu College
Raichur06-2015
Senior Secondary Leaving Certificate - SSLC
Infant Jesus School
Raichur06-2013
Skills
- Leadership and team management
- Communication and interpersonal skills
- Process improvement and quality assurance
- Data analysis and reporting
- Client relations and stakeholder management
- Conflict resolution and problem solving
- Team management
- KPI monitoring
- CRM management
- Data analysis
- Customer service
- Stakeholder communication
- Process improvement
- Fraud investigation
- Compliance adherence
- Quality assurance
- Performance reporting
- Technical collaboration
- Conflict resolution
- Coaching and mentoring
- Strategic planning
- Regulatory compliance
- Work assignment delegation
- Key performance indicators
- Complaint resolution
- Production monitoring
- Talent acquisition
- Stakeholder management
- Change management
- Employee training
- Performance improvement
- Project management
Languages
- English
- Hindi
- Kannada
- Urdu
Personal Information
- Date of Birth: 08/13/97
- Nationality: Indian
- Marital Status: SINGLE
Accomplishments
- I got the best team manager award, awarded by the senior vice president of DAZN Customer Service
Certification
- People management
- Relationship management
- Finance and controlling
- Project management
Languages
English
First Language
Hindi
Proficient (C2)
C2
kannada
Advanced (C1)
C1
Telugu
Advanced (C1)
C1
Timeline
Team Lead Operations
DAZN Software Private Limited
04.2024 - Current
Team Lead
Sutherland Global Services
06.2023 - 03.2024
Team Lead
Unified Softech
09.2019 - 06.2023
Bachelor’s - Commerce
Gulbarga University
Pre university college - Science
Cresent Pu College
Senior Secondary Leaving Certificate - SSLC
Infant Jesus School
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