Mumtaz Sheikh
Kolkata
Summary
Hardworking and reliable manager with 16+ years of experience in customer service and project management industry. Solution oriented and eager to learn and share knowledge. Dedicated to business success. Skilled in, Service Delivery, Customer Service, Customer Relationship Management (CRM), Transition Management, and Quality Assurance.
Motto: Learn-Share-Develop-Motivate.
Overview
16
16
years of professional experience
Work History
Operation Manager II
Verizon via Foundever India (Sitel)
Hyderabad
01.2022 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Partnered with vendors and suppliers to effectively manage budgets. Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Implemented business strategies to increase revenue and effectively target new markets. - Developed innovative programs to increase employee loyalty and reduce turnover.
- Scheduled employees for shifts by considering customer traffic and employee strengths.
- Reduced budgetary expenditure by negotiating more advantageous contract terms.
- Assisted in recruiting, hiring, and training team members.
- Interacted well with clients and business partners to build connections and nurture relationships.
- Reduced operational risks by organizing data to forecast performance trends.
- Mitigated business risks by working closely with relevant stakeholders.
Manager I
Amazon Pay India & North America
Jaipur
08.2020 - 07.2022
- Headed a team of 35 employees with a consistent record of achieving operational goals month on month.
- Reviewed policies, plans, and procedures to continuously improve processes.
- Achieved and exceeded productivity targets by leading productivity initiatives.
- Analyzed data to identify root causes and implemented long-term solutions for improved operational outcomes.
- Collaborated with senior management to develop KPIs, build operating dashboards, and monitor performance.
- Guided employees to problem-solve independently and meet targets through effective training programs.
- Trained employees in conflict resolution to increase customer retention.
- Partnered in employee engagement programs for the site and across India.
Group Leader
Google Maps via Wipro Ltd.
Hyderabad
02.2017 - 10.2019
- Managed a team of 120 quality analysts and 4 team leads.
- Oversaw projects including building and geocoding process, indoor mapping, Twitter/transit, and lane mapping. Led Japan Mapping projects, including Japan railroad mapping, water bodies, buildings, geocodes, and lane mapping.
- Identified schedule, headcount, deliverables, and resources needed to launch projects as defined in the scope of work.
- Planned project timelines, charters, burndowns, and meeting agendas.
- Interacted with key stakeholders from Google to determine project requirements and objectives.
Coordinated and designated work tasks among team members. - Spearheaded the Employee Engagement team for 2,500 employees, including planning and promoting events and award functions.
- Increased employee engagement percentile by 55% through effective talent promotion and event planning.
Team Leader
United Health Group via Wipro Ltd.
Kolkata
05.2008 - 01.2017
- Handled a team of 25 associates for claims and benefits customer service
- Conducted daily audits and shared feedback on areas of improvement
- Motivated team to achieve goals and grow to next level by conducting weekly career planning session
- Trained associates in new process updates and upskill trainings were conducted too
- Monitored, tracked and evaluated associate performance based upon pre-determined KPIs
- Guided employees in handling difficult or complex problems or resolving escalated complaints
- Published daily operational data and communicated results to management
- Assigned projects and distributed tasks to team members per areas of expertise.
Education
Bachelor of Arts -
University of Calcutta
Kolkata, West Bengal03.2007
Higher Secondary -
Shri Shikshayatan School
Kolkata, West Bengal03.2003
Secondary -
Shri Shikshayatan School
Kolkata, West Bengal03.2001
Skills
- Service Delivery & Quality Assurance
- Creative thinking and Problem-solving
- Excellent Communication Skills
- Detailed Oriented
- Client relations & Cross-functional collaboration
- Planned projects
- Employee Engagement
- Certified Scrum Master
- AWS Cloud Solution Architect
- Lean Six Sigma trained
- MS office- Excel, Power-point, Word
Languages
- English
- Hindi
- Bengali
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Advanced (C1)
C1
Timeline
Operation Manager II
Verizon via Foundever India (Sitel)
01.2022 - Current
Manager I
Amazon Pay India & North America
08.2020 - 07.2022
Group Leader
Google Maps via Wipro Ltd.
02.2017 - 10.2019
Team Leader
United Health Group via Wipro Ltd.
05.2008 - 01.2017
Bachelor of Arts -
University of Calcutta
Higher Secondary -
Shri Shikshayatan School
Secondary -
Shri Shikshayatan School
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