Qazi Munis Faheem

Responsibility: Managing a team of ~40 employees, resulting in increased productivity and improved customer service

Key Initiatives:

• Implemented Lean Six Sigma approach to operations with DMAIC framework that improved Schedule Adherence by ~22% , achieving above ~85% of SLA target
• Developed and implemented a comprehensive customer service strategy with a 14-Day performance improvement plan that raised customer satisfaction score from ~65% to ~78%
• Introduced and managed a Compliance Disciplinary Action management system that reduced outlier and pending actions for site, helping to bring down pending actions by ~81%
• Assisted in development of Career Forest platform in collaboration with Amazon Learning & Development Team focused on improving employee experience and career growth based on their academic and professional interests
• Monitored and tracked associate productivity and identified areas for improvement by designing monthly NPH Utilization Grid and conducted root cause analysis connects
• Conduct Weekly Operations Review connects for performance and process review for Level 4 and above managers across IND and SJO site
• Designed Weekly Business Review framework and its reporting mechanism for Site Probation up to Level 3 employees before being moving to floor as tenured resource
• Designed and implemented 4E-Connect Program for SME upskilling by conducting weekly business review for Level 3 audience, assigning roles and responsibilities, designing delivery doc format, schedule and plan for DEL site
• Provided coaching and mentoring to direct reports to ensure meet their goals and develop professionally

Responsibility: Team Leader in Customer Service Operations for a UK based utility service company

Key Initiatives:

• Worked as Offshore Lead and helped in successful roll out of a Pilot Project of Smart Metering Implementation Program across entire UK
• Led process improvement initiatives related to customer complaints that increased customer satisfaction by ~23% and decreased customer churn by ~60%
• Developed training materials and conducted workshops to ensure that teams have the right skills and knowledge to succeed
• Developed an in-depth understanding of the company's services, becoming the go-to source for questions and inquiries from internal and external stakeholders
• Managed teams working in both skills of Inbound &Outbound phones contact center
• People management including appraisal, training and fostering talent to groom employees for organic growth and control attrition in the process
• Provided coaching and mentoring to direct reports to ensure they meet their goals and develop professionally