Mohammed Tabrez NK

• Team Management and Process Optimization Lead
• Oversaw the performance and management of an outsourced team, ensuring alignment with company goals.
• Managed a dedicated in-house team of 7 members focused on handling P0 merchants.
• Defined and tracked individual KPIs, ensuring team members met performance targets.
• Implemented quality assurance processes within the team to maintain high standards of service.
• Coordinated with cross-functional teams (Banking, Finance, Tech, Product, Engineering) to streamline processes and address cross-departmental needs.
• Developed and executed process improvement initiatives, enhancing efficiency and effectiveness.
• Conducted regular one-on-one feedback sessions to support team development and address individual performance.

Key Projects and Achievements:

• Improved First Response Time: Reduced ticket response time from 1 hour to 30 minutes within a 3-month period.
• DSAT to CSAT Process Implementation: Established a dedicated group to prioritize and resolve DSAT tickets, leading to overall customer satisfaction improvements.
• CSAT Improvement Initiatives: Implemented strategies that significantly enhanced customer satisfaction scores.
• Enhanced Schedule Adherence: Improved late logins and leave management processes, increasing overall team punctuality and availability.
• Sales Lead Optimization: Introduced a qualifying check for sales queries, boosting the sales team's conversion rate from 5% to 25% monthly.

• Monitored team performance, providing suggestions for improvement and training programs to increase team efficiency
• Remained knowledgeable in the latest guidelines and best practices to ensure delivery of regulatory-compliant service
• Inspired and managed teams in operational improvements, increasing overall productivity
• Managed and mentored a team of 15 to deliver exceptional service
• Developed open and professional relationships with team members to facilitate effective issue resolution
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately
• Integrated process improvements to optimise overall workflow and efficiency
• Engaged communities across social platforms, responding to incoming communications efficiently
• Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support
• Sharing daily performance report with the team and conducting huddle on a daily basis to ensure the advisors are aware of the numbers/process updates
• Sharing any CEO/Leadership escalation RCA with the reporting manager
• Preparing weekly/Monthly review deck for self
• Conducting weekly Team meetings to address any concern
• Meeting Daily/Weekly/Monthly Self productivity

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Implemented new working processes which delivered continued improvements
• Built strong relationships with customers through positive attitude and attentive response
• Led team of 35 members while providing exceptional customer service
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
• Performed root cause analysis in deficient areas to identify and resolve central issues
• Helped set and manage objectives for quality, productivity and compliance
• Managed high workload with consistent record of achieving deadlines and production targets
• Motivated and trained employees to maximize team productivity
• Adding to this below are the Key Metric which we strive to work on Day on
• Day Work

• Managed new employee orientation training process for more than 40 employees each month
• Reviewed and edited all training materials for accuracy and company policy compliance
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
• Coordinated ongoing technical training and personal development classes for staff members
• Directed training programs and development paths for managers and supervisors
• Implemented new learning strategies depending upon employees' skill levels
• Managed all exempt employee coaching, training and performance improvement actions
• Researched and obtained relevant course materials to achieve training objectives
• Led daily, weekly and monthly coaching, counseling and feedback sessions
• Conducted orientation sessions and organized on-the-job training for new hires Tested all training software and hardware prior to commencing training programs
• Created in-depth training manual for all employees
• Organized and edited training manuals, multimedia visual aids and other educational materials
• Trained new hires to perform cross-training exercises with experienced workers
• Developed surveys to identify training needs based on projected production processes and changes
• Analyzed effectiveness of training programs at all levels and recommended updates Selected and assigned instructors to conduct specific training programs.

• Addressed client inquiries and updated database information
• Promoted increased sales through outgoing calls demonstrating excellent product knowledge
• Executed outgoing calls from corporate sales lead pipeline
• Established and maintained client rapport by utilizing quality customer service
• Established excellent sales ability and strong interpersonal skills with confident and persuasive approach
• Explained product prices and packages as well as answered questions and addressed concerns of customers
• Provided information about available products and services including membership details and purchase advantages

• Improved customer satisfaction ratings by addressing issues and fostering timely resolution
• Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Conferred with customers about concerns with products or services to resolve problems and drive sales
• Informed customers about special promotions and provided detailed information for various products
• Demonstrated items to customers and created customer awareness, interest and sales
• Evaluated account and service histories to identify trends, using data to mitigate future issues.