Mohammed Sameer
Hyderabad
Summary
Results-driven Client Success & Operations Leader with 10+ years of experience managing large-scale operations and enterprise client relationships. Proven expertise in customer lifecycle management, stakeholder engagement, and KPI optimization (CSAT, NPS, AHT, SLA). Strong track record of demonstrating ownership, customer obsession, and delivering results through data-driven decision-making and scalable process improvements. Experienced in cross-functional collaboration, program execution, and client governance (WBR/MBR). Proficient in Salesforce, Zendesk, Amazon Connect, AWS, MS 365, and Google Workspace.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work History
Associate Account Manager
Sutherland Global Services
Hyderabad
11.2024 - Current
- Led large-scale operations managing 90+ FTEs and 3 Team Leaders, delivering consistent performance across high-volume customer environments
- Demonstrated Customer Obsession by improving CSAT from 75% to 90% through deep analysis of customer pain points and targeted process improvements
- Delivered results with bias for action by reducing AHT by 50% (18 mins → 9 mins), improving both efficiency and customer experience
- Took end-to-end ownership of client escalations, performed RCA (Dive Deep), and implemented preventive solutions
- Conducted WBRs and MBRs, translating complex data into actionable insights for stakeholders
- Designed and implemented scalable workflows and process improvements, ensuring consistency across teams
- Ensured SLA adherence and operational excellence across thousands of customer interactions
- Leveraged Zendesk, and Amazon Connect for performance tracking and CX optimization
- Utilized AWS environments and reporting tools (Excel, Google Sheets) for data-driven decision-making
- Built strong client relationships by aligning operational delivery with business goals (Earn Trust)
- Improved employee engagement and retention, maintaining lowest attrition across teams
- Collaborated with cross-functional teams to enhance service delivery for clients.
- Fostered a culture of continuous improvement by sharing best practices and lessons learned with the broader account management team.
Team Leader – Sales
Regalix (Marketstar)
Hyderabad
03.2023 - 11.2024
- Led SDR team driving customer acquisition, onboarding, and revenue growth
- Improved conversion rates and pipeline efficiency through data-driven sales strategies
- Supported ARR and revenue targets, contributing to business growth
- Leveraged Salesforce CRM for pipeline management, forecasting, and reporting
- Built dashboards using Excel and Google Sheets to track performance and identify trends
- Collaborated cross-functionally with marketing and operations to improve customer acquisition strategies
- Developed scalable sales processes to ensure consistent execution and conversion outcomes
- Reduced attrition through structured coaching and engagement initiatives
- Implemented feedback mechanisms for continuous improvement.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
Team Leader – Operations
Sykes (Foundever)
Hyderabad
06.2018 - 03.2023
- Managed multi-client operations (AT&T, Sony, Torrens University, Abbott) with 60+ FTEs
- Delivered KPIs across CSAT, NPS, FCR, AHT, SLA, and Utilization metrics
- Led client governance calls, performance reviews, and escalation management
- Applied data-driven insights to improve performance and reduce escalations
- Standardized workflows and implemented process optimization initiatives for scalable delivery
- Strengthened stakeholder relationships and communication, ensuring alignment with business goals
- Utilized Salesforce and CRM platforms for customer interaction tracking and issue resolution
- Oversaw team performance and provided constructive feedback to enhance skills.
- Supported management in developing training materials and resources for staff onboarding.
Education
Bachelor of Commerce -
Vivekananda Degree College
Hyderabad, IND 03.2022 - 04.2025
BiMPC -
SMP Junior College
03.2014 - 03.2016
International Indian School Jeddah
Jeddah , KSASkills
- Client Success & Account Management
- Operations & Program Management
- Customer Lifecycle Management & Retention
- Stakeholder Engagement & Cross-Functional Collaboration
- KPI Management (CSAT, NPS, AHT, FCR, SLA)
- CRM Platforms: Salesforce, Zendesk
- Contact Center: Amazon Connect
- Cloud Exposure: AWS
- Data Analysis & Reporting (Excel, Google Sheets)
- Process Optimization & Scalable Solutions
- Escalation Management & Root Cause Analysis (RCA)
Certification
- Asia Basic Training Delivery Certified
- Power BI
- Scrum Foundation
- Lean Principles in Six Sigma Projects
- Agile Leadership
Timeline
Associate Account Manager
Sutherland Global Services
11.2024 - Current
Team Leader – Sales
Regalix (Marketstar)
03.2023 - 11.2024
Bachelor of Commerce -
Vivekananda Degree College
03.2022 - 04.2025
Team Leader – Operations
Sykes (Foundever)
06.2018 - 03.2023
BiMPC -
SMP Junior College
03.2014 - 03.2016
International Indian School Jeddah