Muneeb Hasan
Bangalore
Summary
Seasoned Operations Manager with background in streamlining business processes to improve efficiency and profitability. Skilled at managing teams, reducing operational costs, and implementing strategic business plans. Strengths include leadership, problem-solving skills, and ability to make impactful decisions that drive company growth.
Overview
20
20
years of professional experience
Work History
Operations Manager
Expert Callers Pvt. Ltd
Bangalore
01.2022 - Current
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Developed key performance indicators to measure effectiveness of operational processes.
- Created detailed reports on the performance of individual departments within operations.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Collaborated with team leaders on quality audits.
- Managing operations at Expert Callers include transitioning new processes, hiring, training, performance management, people management, client management, etc.
- Developed and implemented operational procedures to ensure quality standards are met.
Team Lead
Startek India Pvt Ltd.
Bangalore
02.2021 - 11.2021
- Joined Startek on the 10th of Feb for Flipkart process
- Flipkart process involved coordinating with multiple stake holders like the Warehouse team, Vendors, Logistics team to return all QC rejects/dead inventory consignments back to the vendors across PAN India
- Team was further divided into multiple sub-LOB for seamless coordination & closure of the return order
- This included vendor management, pick/packing at the warehouse team, scheduling with the logistics team & preparing E - Waybills as & when required.
Team Lead
Bundl Technologies (Swiggy)
Bangalore
04.2018 - 05.2020
- Joined Swiggy in the Chat process, Customer Care
- Managed a team of 35~ agents
- Introduced productivity (Chats per hour) as one of the parameters in agent score card to avoid/reduce productivity loss
- This helped the process in identifying the outliers resulting in improving the chats per hour count significantly
- Was moved to Chat Super - CC connect for premium paid customers
- Introduced Wall of Fame in the process to motivate people
- Was moved to Order Management Team
- The Order Management team manages the realtime active orders & ensures that the order gets placed at the restaurant
- Also, the process was responsible for providing real-time assistance to the delivery executives for all issues at the restaurant or with the customers
- Managed various sub processes like launching New Cities, Bulk Orders, and Rash Driving Complaints
- Moved to manage the newly incepted outsource partner at the partner's location
- My responsibilities included conducting client round of interview, monitoring training & OJT, sharing best practices with Ops Team, giving process downloads, conducting daily reviews with the partner management, managing the overall operations & liaise between Swiggy & the partner for various requests & handhold the partner during the incubation period.
Team Lead
First Advantage Global Operating Center
Bangalore
02.2011 - 01.2018
- Joined First Advantage as a Verifications Associate for US/Canada Verifications
- Verification Associate conducts verification of Employment and Education through online portals or by making phone calls
- Verifications also included conducting drug / alcohol and license verification through Department of Transportation
- Moved to EMEA region for verifications to gain more experience and expertise in different regions
- I was a part of the verifications team for all strategic clients
- Moved to Middle East region for Verification to conduct verifications for the middle east region
- Was moved to APAC region to support transition of the verification process from Manila to Bangalore
- After the transition was complete was managing and supporting teams
- Promoted as a Team Leader.
Specialist
America Online India Pvt. Ltd. (Aegis)
Bangalore
04.2005 - 11.2010
- Was responsible for resolving customer queries and concerns on the phone in a way that the customers stay connected by providing them with world class customer care experience
- I also had the chance to conduct process training for the new batches and conduct on-the-job training
- This opportunity helped me develop people management skills, coaching and performance management
- I was fortunate to work with team leads on the floor to help, coach and manage teams in the absence of a team lead.
Installation Coordinator
Wipro Centralized Call Centre
Bangalore
05.2004 - 01.2005
- Working in the position of installation coordinator my job was to allocate orders for installation to the respective franchisee across India to carry out installation at the customer's location for all the purchases of computers and other hardware / software equipment purchased through Wipro
- Once the installation is complete the signed copy of the product installation report is then sent to Wipro for collection of payments.
Education
Bachelor of Commerce -
Manav Bharati University
01.2013
Skills
- Performance monitoring
- Data Analysis
- Customer Service
- Process Improvement
- Incidents management
- Performance Evaluations
- Business and Operations Management
Personal Information
- Father's Name: M.H.Ayubi
- Date of Birth: 01/16/84
- Gender: Male
- Marital Status: Married
Languages
- English
- Hindi
- Urdu
Hobbies and Interests
- Watching TV
- Browsing
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Timeline
Operations Manager
Expert Callers Pvt. Ltd
01.2022 - Current
Team Lead
Startek India Pvt Ltd.
02.2021 - 11.2021
Team Lead
Bundl Technologies (Swiggy)
04.2018 - 05.2020
Team Lead
First Advantage Global Operating Center
02.2011 - 01.2018
Specialist
America Online India Pvt. Ltd. (Aegis)
04.2005 - 11.2010
Installation Coordinator
Wipro Centralized Call Centre
05.2004 - 01.2005
Bachelor of Commerce -
Manav Bharati University
Similar Profiles
Naveen KumarNaveen Kumar
Quality Analyst at Expert Callers PVT Ltd (ECPL)Quality Analyst at Expert Callers PVT Ltd (ECPL)
Shazali SanoberShazali Sanober
Customer Service Representative at Expert Callers Pvt LtdCustomer Service Representative at Expert Callers Pvt Ltd
JISHNU V KJISHNU V K
Customer Relationship Executive at Expert Callers Solutions PVT LTDCustomer Relationship Executive at Expert Callers Solutions PVT LTD