Noorain Javed Shaikh
Mira Road East
Summary
Dedicated team leader with a results-oriented mindset seeking a challenging position in a well-organized company to effectively contribute skills and abilities. Known for a flexible and creative approach in handling both routine and complex operational challenges, clear and disciplined in inspiring employees to meet and exceed performance targets.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Process Leader
Firstsource Solutions Limited
08.2024 - Current
- Experienced team leader adept at managing daily operations and ensuring seamless workflow.
- Skilled in setting precise targets and key performance indicators to drive team success.
- Assigns objectives strategically, ensuring timely achievement of goals on a daily, weekly, and monthly basis.
- Expertise in attrition and shrinkage management, with a proactive approach to identifying early signs of disengagement.
- Conducts regular performance reviews to assess progress and foster development.
- Motivates teams, strengthens collaboration, and enhances workplace engagement.
- Identifies training needs and implements effective learning solutions.
- Actively listens to colleagues, resolving disputes and fostering a positive work environment.
- Maintains strong communication with onshore clients to facilitate business continuity.
- Oversees scheduling and task distribution, ensuring operational efficiency.
- Continuously recommends process improvements to enhance management strategies.
- Managed approximately 100+ investigations per day from customers.
Asst Manager Operations
Concentrix Services India Private Limited
12.2023 - 07.2024
- Managed approximately 80+ incoming calls and emails per day from customers.
- Dynamic team leader skilled in coaching, motivating, training, and developing employees to enhance performance through observations, metrics analysis, and feedback from customers, peers, and management.
- Committed to ensuring operational excellence, driving quality and productivity at the highest level.
- Expertise in resolving escalated customer complaints and conducting root cause analysis (RCA) for SLA deviations.
- Regularly share weekly and monthly performance analysis reports with clients to maintain transparency and alignment.
- Monitor team performance, conduct employee reviews, and implement strategies for continuous improvement.
- Collaborate with senior managers to uphold customer service standards and oversee team members with diverse expertise.
- Participate in strategic planning sessions, reporting on team objectives and growth initiatives.
- Oversee customer satisfaction and quality assurance, promptly addressing operational concerns. Serve as a key liaison in client communication, understanding their needs and ensuring seamless service delivery.
- Leverage performance reports to set financial targets, develop strategic business plans, and optimize revenue-driving initiatives.
Operations Team Leader
Teleperformance Global Service Pvt Ltd
06.2022 - 12.2023
- Experienced team leader overseeing a team of 20-25 associates, ensuring seamless project progress and operational efficiency.
- Skilled in coaching and providing feedback through Root Cause Analysis (RCA) to identify and address underlying challenges.
- Implements the 80/20 rule, dedicating 80% of the time to coaching & feedback and 20% to administrative tasks, following JUMP/NEXT GEN LEAD TRAINING principles.
- Conducts daily audits, weekly business reviews, and monthly performance evaluations while managing client relationships.
- Develops and executes individual performance improvement plans to drive team success.
- Analyzes and generates comprehensive performance reports, tracking attendance and login metrics for efficiency.
- Leads training and development initiatives, fostering skill enhancement, conflict resolution, and ongoing performance assessment.
- Motivates and encourages teams to achieve positive outcomes aligned with client metrics.
- Facilitates daily team briefings to maintain quality, productivity, and goal attainment.
- Strategically forecasts and organizes tasks to optimize work quality, efficiency, accuracy, and timely delivery.
- Adapt at managing client interactions to ensure smooth business operations and continuous improvement.
Sr Customer Service Associate
Teleperformance Global Service Pvt Ltd
05.2021 - 05.2022
- Managed to complete more than 480+ documents in a day with 98% accuracy with SMV of 60 secs in a day.
- Detail-oriented data specialist responsible for updating and modifying customer information per client requests.
- Skilled in editing, processing, and distributing raw source documents with precision.
- Conducts thorough audits of input and output data to ensure accuracy, recommending corrective actions as needed.
- Compares entered data against original documents to identify and rectify errors.
- Consistently meets performance targets set by management while maintaining a high standard of time efficiency and data accuracy in all tasks.
Duty Manager
Hotel Mumbai International
05.2019 - 04.2021
- Attended more than 20 calls in a day for booking and handled more than 100+ foreign customers in a month.
- Professional front desk associates skilled in welcoming and assisting guests while maintaining a tidy and presentable reception area.
- Adapt at addressing inquiries, resolving complaints, and ensuring a positive guest experience.
- Monitors office supplies, places orders as needed, and maintains accurate financial records.
- Experienced in training and supervising new staff, troubleshooting issues, and managing administrative tasks efficiently.
- Keeps updated records, tracks office expenses, and ensures cost control.
- Provides guests with essential information for planning tours within Mumbai, handles cash float transactions, and ensures accurate shift-closing cash tallies.
- Coordinates airport pickups and drop-offs, while overseeing housekeeping product inventory and stock management to maintain smooth operations.
Education
Bachelor Of Management Studies (BMS) - MarkeNkg
Reena Mehta College Of Arts, Science, Commerce and Management Studies
Bhayander West, Mumbai01.2019
HSC - Commerce
Reena Mehta College Of Arts, Science, Commerce and Management Studies
Bhayander West, Mumbai01.2016
SSC -
Banegar English High School and Jr College
Mira Road, Mumbai01.2014
Skills
- Excel data analysis skills
- Active listening
- Proficient in MS PowerPoint
- Experienced in document formatting
- Email management
- Skilled in data management using Google Sheets
- Performance Management
- Prioritization and scheduling
- Problem-solving expertise
- Employee engagement
- Strategic delegation of responsibilities
- Supporting professional growth
- Six sigma methodologies
- Lean six sigma
Internship
Motilal Oswal Securities Limited, Vasai
Marketing Executive from 07/21/17 till 10/31/17
- Proactive financial services professional skilled in engaging target audiences and fostering strong customer relationships.
- Provides stock market insights and ensures clients are well-informed about investment opportunities.
- Coordinates client visits and maintains an updated customer database to enhance service efficiency.
- Specializes in acquiring new clients for Demat Accounts, Mutual Funds (MF), and Portfolio Management Services (PMS), contributing to business growth.
- Consistently meets targets set by business partners while attending training sessions for continuous knowledge enhancement and skill development.
Rewards and Recognitions
- Best Team Leader Award for the Month of May'22
- Best Team Award for the Month of May'22
- Best Team Award for Quarter II - 2022
- Best Team Award for Quarter III - 2022
- Best Team Leader Award for the Month of Sep'24
- Best Team Leader Award for Quarter IV - 2024
- Best Team Leader Award for the Month of Feb'25
Certification
- Lean Process and Six Sigma (Certificate No: 4378-19804668)
- Advanced Lean Six Sigma Yellow Belt Certification (Certificate No: SG2023YB20759)
- Digital Marketing (Certificate No: C1101-736270)
Languages
English
Intermediate (B1)
Hindi
Advanced (C1)
Timeline
Process Leader
Firstsource Solutions Limited
08.2024 - Current
Asst Manager Operations
Concentrix Services India Private Limited
12.2023 - 07.2024
Operations Team Leader
Teleperformance Global Service Pvt Ltd
06.2022 - 12.2023
Sr Customer Service Associate
Teleperformance Global Service Pvt Ltd
05.2021 - 05.2022
Duty Manager
Hotel Mumbai International
05.2019 - 04.2021
HSC - Commerce
Reena Mehta College Of Arts, Science, Commerce and Management Studies
SSC -
Banegar English High School and Jr College
Bachelor Of Management Studies (BMS) - MarkeNkg
Reena Mehta College Of Arts, Science, Commerce and Management Studies
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