Murtaza Fanuswala
Asst. Director Operations (Partner strategy)
Vadodara,Gujarat
Summary
With more than 20 years of experience in contact center industry dealing with B2C and C2C LOBs, skilled in interpersonal communication, problem solving, and strategic planning. Recognized for achieving multiple character commitment awards and certifications. Eager to contribute to innovative solutions, optimize engagement processes and drive data informed decision making. Passionate about fostering a culture of continuous improvement and achieving strategic objectives through cross functional collaboration. Excited to bring expertise in client strategy and operations management to drive impactful results and contribute to the team's success.
Overview
23
23
years of professional experience
Work History
Assistant Director of Operations, Partner Strategy
Etech Global Services
10.2020 - Current
- Enhancing client satisfaction through innovative solutions and operational excellence.
- Implemented cost-saving measures by identifying ways to reduce expenses without compromising quality.
- Ensured compliance with industry regulations and company policies through regular audits and risk assessments.
- Actively participated in recruitment efforts by screening candidates during interviews.
- Streamlined operational processes by implementing efficient systems and procedures, resulting in increased productivity and cost savings.
- Optimized resource allocation by analyzing workflow data and identifying areas for improvement in efficiency or effectiveness.
- Conducted regular staff meetings to maintain open lines of communication within the team, fostering a positive work environment.
Channel Manager Operations
Etech Global Services
06.2017 - 10.2020
- I served as a primary coordinator between the client and organisation, focusing on performance follow-up and management.
- I monitored client performance metrics, addressed discrepancies, and ensured alignment between client expectations and service delivery.
- Through effective management and strategic coordination, I played a crucial role in optimizing performance and fostering strong, productive relationship.
Account Manager, Operations
Etech Global Services
04.2015 - 06.2017
- I oversaw the internal performance of my team and managed operational effectiveness by closely coordinating with Operations Managers who reported directly to me.
- I was responsible for ensuring the successful execution of strategic initiatives and meeting client deliverables.
- My role included setting performance benchmark, providing guidance and implementing strategies to drive team success and optimize operational outcomes.
Operations Manager
Etech Global Services
03.2013 - 04.2015
- I directed and optimized Sales and Service campaigns by managing daily operations and leading a team of Team Leaders to achieve performance targets.
- Developed and implemented plans to enhance campaign effectiveness, monitored key performance metrics, and provided real time feedback to drive results.
- Fostered high performance culture and seamless operational processes to increase and improve productivity.
Team Leader, Sales Operations
Etech Global Services
04.2011 - 04.2013
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
Technical Support Executive
Satyam (Now Tech Mahindra)
03.2006 - 03.2009
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
Customer Service and Sales Executive
Airtel & HSBC (International)
03.2002 - 03.2006
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
Education
Bachelor of Arts - English Literature
Indira Gandhi Open University
Distance Learning 05.2001 -
High School Diploma -
St Xavier's High School
Jamnagar 05.2001 -
Skills
Strategic planning and execution
Timeline
Assistant Director of Operations, Partner Strategy
Etech Global Services
10.2020 - Current
Channel Manager Operations
Etech Global Services
06.2017 - 10.2020
Account Manager, Operations
Etech Global Services
04.2015 - 06.2017
Operations Manager
Etech Global Services
03.2013 - 04.2015
Team Leader, Sales Operations
Etech Global Services
04.2011 - 04.2013
Technical Support Executive
Satyam (Now Tech Mahindra)
03.2006 - 03.2009
Customer Service and Sales Executive
Airtel & HSBC (International)
03.2002 - 03.2006
Bachelor of Arts - English Literature
Indira Gandhi Open University
05.2001 -
High School Diploma -
St Xavier's High School
05.2001 -
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