MOHAMMED IRFAN
Hyderabad
Summary
Self-starting Team Leader offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Overview
11
11
years of professional experience
Work History
IT Home Agent Support Team Lead
Teleperfromance Global Services Pvt Ltd
04.2023 - Current
- • Led, mentored, and coached a remote IT support team to optimize productivity and job satisfaction
• Supervised a team of 50+ agents across multiple regions, focusing on evaluating and enhancing CSAT
• and FCR scores, achieving an improvement from 50% to as high as 80%.
• Acted as a primary point of contact for resolving complex technical issues, ensuring timely solutions
• Collaborated with cross-functional teams to address intricate issues requiring coordinated efforts
• Established and monitored key performance indicators (KPIs) to ensure achievement or surpassing of targets
• Delivered comprehensive reports that resulted in a 15% increase in team efficiency based on stakeholder feedback.
• Reduced communication gaps by 40% through structured updates and feedback loops with senior management.
• Demonstrated adaptability by adjusting quickly to changes in processes or procedures without compromising the quality of service provided to customers.
• Improved task prioritization, reducing backlog by 25% while maintaining a 99% on-time completion rate.
• Developed a rapport with clients, leading to increased loyalty and long-lasting relationships with the company.
• Contributed to process optimization discussions that improved operational efficiency by 15%.
• Collaborated with other departments to resolve customer issues efficiently, fostering a cohesive work environment for all involved parties.
• Administered workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
Operations Lead
Sharechat
05.2021 - 01.2023
- Played a key role in implementing a robust misinformation and hate speech detection process, leading to a substantial cost savings of 3Mn USD
- Developed and deployed multiple tools to boost team productivity, facilitating efficient task completion and optimizing data storage
- Cultivated a strategic partnership with the Law-enforcement team, assisting in the identification and apprehension of violators across the platform and taking necessary actions on their accounts
Group Leader
Wipro LTD
01.2020 - 05.2021
- Successfully led and delivered over 10 database and reporting projects, improving data accuracy by 25% and reducing reporting time by 30%.
- Enhanced database performance and dashboard functionality, leading to a 40% increase in data accessibility and a 20% reduction in manual data processing efforts.
- Presented actionable insights during WBR/MBR meetings, driving a 15% improvement in operational efficiency and enabling clients to make data-driven decisions faster.
Team Leader
Wipro LTD
12.2016 - 03.2019
- Maintained 100% SLA adherence by effectively managing case distribution and reducing ticket backlog by 20%.
- Resolved 95% of issues within 24 hours through daily team huddles, resulting in a 15% improvement in operational efficiency.
- Increased team performance by 18% through personalized coaching and continuous performance evaluations.
- Reduced unplanned shrinkage by 10% while maintaining optimal coverage, leading to a 5% increase in team productivity.
- Improved forecast accuracy by 20%, resulting in a 15% reduction in overtime and optimal resource deployment.
Quality Analyst
Wipro Ltd
10.2015 - 12.2016
- Conducted thorough assessments of team quality, identifying system loopholes and areas for improvement
- Initiated and executed strategic mitigation plans to enhance overall quality and address identified gaps
- Maintained a consistently high-quality standard of 98% for the team, ensuring alignment among reviewers and adherence to quality benchmarks
- Developed and maintained detailed scorecards for aligned reviewers to monitor and track performance effectively
- Contributed to a project focused on enhancing customer satisfaction levels, leading to measurable improvements
Risk Reviewer
Wipro Ltd
02.2014 - 10.2015
- Managed more than 70 incoming chats, reviewed more than 30 account per day for potential fraud
- Recommended and developed technical designs for new application features, ensuring alignment with project requirements and objectives
- Identified and resolved performance issues to optimize system functionality and enhance user experience
- Gathered transaction data and transformed it into user-friendly tools, facilitating data analysis and decision-making processes
- Communicated analysis findings through clear and concise oral presentations and written reports, enabling stakeholders to make informed decisions
Education
Moghal College of Engineering and Technology -
Moghal College of Engineering And Technology
Hyderabad01.2013
Sri Chaitanya Junior Kalasala -
Sri Chaitanya Junior Kalasala
Hyderabad01.2009
L. R. Kishore High School -
L. R. Kishore High School
Hyderabad01.2007
Skills
- Operations Management
- Team Leadership
- Operations Oversight
- Schedule Management
- Power BI
- Microsoft Office
- Time Management
- Process Improvements
- Performance Evaluations
- Data Management
- Data Analysis
- Strategic Planning and Implementation
- Project planning and development
- Escalation management
- Problem-Solving
- Multitasking
- Service Now
- Project planning and development
- Escalation management
- Project planning and development
- Escalation management
- CRM Software
- Virtual Teamwork
- Chat Support
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Organizational Skills
Accomplishments
- Received 'Best Quality Analyst Award' in Q2 of 2015
- Earned 'Best Quality Analyst Award' in 2015
Languages
English
Hindi
Telugu
Hobbies and Interests
- Playing Volleyball
- Listening Music
Disclaimer
I hereby inform that the information furnished above is true to the best of my knowledge.
Personal Information
Date of Birth: 10/21/91
Timeline
IT Home Agent Support Team Lead
Teleperfromance Global Services Pvt Ltd
04.2023 - Current
Operations Lead
Sharechat
05.2021 - 01.2023
Group Leader
Wipro LTD
01.2020 - 05.2021
Team Leader
Wipro LTD
12.2016 - 03.2019
Quality Analyst
Wipro Ltd
10.2015 - 12.2016
Risk Reviewer
Wipro Ltd
02.2014 - 10.2015
Moghal College of Engineering and Technology -
Moghal College of Engineering And Technology
Sri Chaitanya Junior Kalasala -
Sri Chaitanya Junior Kalasala
L. R. Kishore High School -
L. R. Kishore High School
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