Mujahid Khan

• Managed 5 CSS teams including 5 Ops Managers, 10 Technical Advisers (Team Leaders) & a span of 200+ Engineers.
• Process KPI management (CSAT, DSAT, Through Put, IPD, FWC%, IR%, SRR%)
• Implemented data-driven decision making to inform business strategies and drive operational excellence.
• Participated in weekly Client calls; in order to understand and implement the required updates for process deliverables.
• Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
• Oversaw workforce management planning, volume predictions and capacity planning.
• Prepared documents for internal and external audits.
• Spearheaded process improvements to reduce errors and increase overall quality in operations management.
• Provided leadership for continual management and employee training initiatives.
• Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
• Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
• Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
• Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
• Improved operational efficiency by streamlining processes and implementing innovative strategies.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Assisted in recruiting, hiring and training of team members.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Nature of the Business: Building Maintenance (Painting/Waterproofing/Plumbing/Home Renovation)

Reason for closing: Pandemic

• Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
• Improved communication within the team through regular meetings, updates, and open channels of communication.
• Supervised operations team to support operational excellence and excellent customer service.
• Monitored key performance metrics to identify areas for improvement.
• Managed a span of 80 associates, including 4 Team Leaders.
• Client Relations, managed projects and kept effective Turnaround Time, as per client expectations.
• Conducted periodic Performance reviews and Next Action plans for associate improvement.
• Responsible for reviewing Team Leader’s reports and collating all team project data for the management review.
• Actively participated in the Hiring, Training and Development and Quality Assurance for the process.
• Responsible for Attendance, Roster Management and Talent Retention (Attrition).

• Managed 3 Technical sales & Customer Support teams including 3 Team Leaders and 3 Subject Matter Experts.
• Responsible for all Team’s Performance. (Quality, Compliance, Attendance, Floor Discipline, SLAs, Shrinkage and Attrition Management)
• Conducted regular One-on-Ones with Team Leaders and random one-on-ones with agents, to ensure work equality among the teams.
• Assisted with Daily, Weekly and Monthly Competitions on the floor, to maintain a motivated working environment.

• Managed a team of 20 associates.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

• Handled debt collection for Mortgage Accounts.
• Responsible for working with the customer to negotiate payment arrangements.
• Responsible for achieving individual, as well as daily team targets.
• Delivered on the job process training for new team members once they transitioned to the operations floor.

• Assisted British Customers with their order requests, via order placement over the phone.
• Helped Customers with their order delivery information.
• Maintained a quality average of 98% throughout my tenure.