Summary
Overview
Work History
Education
Skills
Accomplishments
Technical Skills Trainings - Skills
Disclaimer
Interests
Hobbies
Timeline
CustomerServiceRepresentative
MOHAMMED SHAKEER

MOHAMMED SHAKEER

Senior Group Leader - B2
Hyderabad

Summary

Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 10 plus years of extensive leadership experience in Customer Support(Google Wallet(Pay) (YouTube), YouTube Subscription Sales, YouTube Content Management, Google Ads, Facebook(meta) Ads & Marketplace. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.

Overview

16
16
years of professional experience
7
7
years of post-secondary education
4
4
Languages

Work History

Senior Group Leader - B2

Wipro LTD
Hyderabad
05.2020 - Current
  • Managed a team of 120 employees, providing guidance, coaching and feedback to ensure high performance and job satisfaction
  • Developed and implemented a comprehensive customer service strategy that improved customer satisfaction ratings
  • Developed and implemented a comprehensive operational strategy that increased productivity
  • Implemented a Lean Six Sigma approach to operations, resulting in a 15% reduction in defects and an increase in customer satisfaction
  • Developed and maintained strong relationships with vendors by meeting the aligned metrics as per SOP
  • Created and maintained operational policies and procedures to ensure compliance with industry regulations
  • Consistent delivery on SLA, Line of Business relation & business metric for the process
  • Generate and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
  • Perform management duties submit the reports on a day-to-day basis with the production and utilization of the aligned team leads with the senior management.
  • Provided expert leadership to group of more than 120 employees.
  • Reviewed daily requirements and forecasts and delegated work for optimal coverage.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Attended staff development meetings and workshops and applied information from those events into daily activities.
  • Improved team morale and retention through recognition and reward programs.
  • Monitored team performance to identify productivity improvement opportunities.
  • Prepared, calibrated, and monitored production levels to achieve targets.

Team Leader

Cognizant
Hyderabad
07.2018 - 04.2020
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Held weekly team meetings to inform team members on company news and updates.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Generated reports detailing findings and recommendations.

Team Leader - CRM Operations

Genpact India Pvt. Ltd.
Hyderabad
08.2012 - 07.2018
  • Primary responsibilities involve managing all Subject Matter Experts (SMEs) for business vertical, leading a team of 21 associates
  • Core responsibilities also include Client Relationship, hiring & on boarding new joiners
  • Lead – Subject Matter Experts (SMEs) and align SMEs for operational support
  • Also, preparing, executing & tracking CSAT Action Plans, huddle documents
  • Assembled reports and presentations to share insights and recommendations with stakeholders.
  • Developed questionnaires and facilitated focus group discussions.
  • Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
  • Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
  • Conducted One-on-One meet with every individual to understand their goals, career plans and accordingly guide them with the suggestions
  • Share best practices with team members as in how to improve chat handling skills

Senior Executive Assistant

Pegasus Solutions
Hyderabad
01.2010 - 08.2012
  • Processing students study requests, selecting appropriate education institutions.
  • Submitting applications to education institutions, ensuring that all necessary documents are collected, chasing up agents/students for outstanding documents.
  • Liaising with education institutions, agents and students regarding enrolment process.
  • Data entry, Maintaining and updating company files.
  • As of supplied invoice collection of payments as per outstanding on monthly collection basis.
  • Assisting in design and development of company promotional materials taking active part in all marketing activities.
  • Dealt with incoming inquires via email and telephone.
  • Assisting the team in various general offices and marketing tasks.

Customer Support Representative

London Luton Airport Authority
Luton
10.2007 - 11.2009
  • Assisting passengers with check-in procedures, including tagging baggage and issuing boarding passes.
  • Ensuring LLAA (London Luton Airport Authority) regulations are followed.
  • Enforcing safety & security measures and protecting sensitive zones.
  • As directed, implementing standard procedures during overbooked, irregular flights and denied boarding situations. Soliciting volunteers to free up seats, re-accommodating passengers by booking alternative flights and providing travel vouchers.
  • Responsible for greeting passengers, guiding them to the proper terminal, explaining airport regulations, and asking for volunteers to take a later flight when one has been overbooked.
  • Providing information about arrival and departure times to the passengers.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.

Education

PG Certificate in Msc.Finance & Business Managemet - International Business Management

University of Bedfordshire
United Kingdom
09.2007 - 02.2009

Bachelor of Commerce - Commerce

St Joseph's Degree & PG College
Hyderabad, India
04.2003 - 05.2006

High School Diploma -

Wesley Junior College
Hyderabad, India
04.2001 - 04.2003

Skills

Decision Making

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Accomplishments

  • Q1, 2016: Genpact Silver winner for driving operational execution
  • Q2, 2016: Genpact Bronze winner for maintaining teams CSAT scores above 90%
  • Q3, 2016: Genpact Bronze winner for maintaining teams CSAT scores above 92%
  • Q4, 2016: Genpact Bronze winner maintaining teams CSAT scores above 92%
  • Q1, 2017: Genpact Gold winner for driving zero attrition

Technical Skills Trainings - Skills

  • Lean trained and certified
  • Theoretical exposure to Six Sigma
  • Green belt trained
  • Proficient in MS Office 2007, report writing, preparing and making presentations
  • Excellent in all operating systems (Windows 98 – Windows 10, Windows Server 2003, Windows Server 2008, Windows 8)
  • Excellent in Hardware & Networking
  • Excellent knowledge of technical support for desktop and laptop

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge and belief

Interests

Crypto Currency

Drop shipping

Affiliate Marketing & Digital Marketing

Hobbies

Cooking, Shopping, Social Networking, Travelling

Timeline

Senior Group Leader - B2

Wipro LTD
05.2020 - Current

Team Leader

Cognizant
07.2018 - 04.2020

Team Leader - CRM Operations

Genpact India Pvt. Ltd.
08.2012 - 07.2018

Senior Executive Assistant

Pegasus Solutions
01.2010 - 08.2012

Customer Support Representative

London Luton Airport Authority
10.2007 - 11.2009

PG Certificate in Msc.Finance & Business Managemet - International Business Management

University of Bedfordshire
09.2007 - 02.2009

Bachelor of Commerce - Commerce

St Joseph's Degree & PG College
04.2003 - 05.2006

High School Diploma -

Wesley Junior College
04.2001 - 04.2003

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MOHAMMED SHAKEERSenior Group Leader - B2