Razil Rafeeque
Customer Success & Project Management
Hyderabad
Summary
Results-oriented and customer-driven Customer Service and Project Manager with a solid background in leading and managing diverse customer service teams. Proven ability to drive operational excellence, meet and exceed performance targets, and enhance overall customer satisfaction. Skilled in developing and implementing customer service programs, policies, and procedures to optimize efficiency and improve service quality. Effective communicator with exceptional interpersonal skills, capable of building and maintaining strong relationships with customers and key stakeholders. Committed to continuous improvement and delivering exceptional customer experiences.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
6
6
Languages
Work History
Project Manager
Deluxe Entertainment Distribution India Private Limited
Bangalore
11.2022 - 09.2023
- Successfully managed projects with tight deadlines and limited resources.
- Managed team of 16 associated and multiple projects at a time.
- Coordinated team members to ensure tasks were completed on time and within budget
- Collaborated with cross-functional teams across multiple departments to achieve goals
- Provided clear direction to internal teams, setting expectations and due dates for deliverables
- Documented project requirements, processes, and procedures
- Provided leadership during times of ambiguity or uncertainty while motivating the team
- Developed project plans, tracked progress, and reported results to stakeholders
- Communicated effectively with all levels of stakeholders including executives
- Managed project budget and oversaw expenditures to keep costs controlled and within budget parameters
- Monitored project performance metrics to ensure adherence to quality standards
- Resolved conflicts among team members by facilitating productive conversations
- Led meetings to detail project milestones, brainstorm ideas and determine appropriate techniques to manage tasks
- Assigned tasks to appropriate resources within company
- Organized and led kickoff and status meetings to communicate project expectations prior to project execution
- Developed detailed schedule for planning and tracking manpower, equipment, and work orders
- Identified potential risks and developed strategies for mitigating them
- Analyzed data from past projects to identify areas for improvement in future efforts
- Created project documentation including charters, status reports, and presentations
- Facilitated brainstorming sessions to generate new ideas for improving processes
- Devised plans and schedules for concurrent projects to meet established deadlines
- Ensured compliance with relevant regulations throughout life cycle of each project
- Reviewed project proposals to determine feasibility
- Documented lessons learned from each project in order to optimize future processes
- Utilized Agile methodologies such as Scrum to ensure timely delivery of projects.
Team Leader - Project Management
PTW India Private Limited
Hyderabad
11.2014 - 10.2022
- Mentored and coached team members to ensure successful performance.
- Managed team of over 30 and handled 1200 emails/chats per day with 98% quality.
- Creating and developing product training materials for team.
- Provided Live chat/phone/email support assistance for team using different CRM tools.
- Delegated tasks to team members according to project requirements and employee strengths
- Motivated team to achieve optimal results through effective communication and interpersonal skills
- Provided guidance to team on best practices for completing tasks efficiently and accurately
- Created clear roles and responsibilities for each member of team based on strengths and weaknesses
- Demonstrated excellent problem-solving and decision-making skills in resolving conflicts between team members
- Resolved problems and escalated high-level issues to supervisor within established timeframes
- Established team goals, objectives and strategies for successful project completion
- Conducted performance reviews to measure employee growth and skills
- Suggested changes to standard operational and working practices, providing leadership needed to develop and implement continuous improvements
- Assisted in recruitment and onboarding of new team members
- Notified supervisors of overarching customer and team member concerns
- Facilitated regular meetings with the team to discuss progress towards goals and identify areas for improvement
- Addressed customer questions and recommended appropriate products and services to increase satisfaction
- Implemented process improvements that increased productivity while maintaining high quality standards
- Monitored workflows to ensure accuracy in data entry processes and provide timely resolutions when issues arise
- Encouraged open dialogue among all employees by creating a safe space for ideas exchange
- Developed system for tracking progress, measuring performance, and providing feedback to the team
- Collaborated with other departments to ensure successful completion of projects
- Analyzed performance data to identify areas of improvement
- Developed training programs tailored to individual needs that improved overall job performance
- Updated and enforced policies regarding employee conduct, productivity and performance standards
- Managed resources optimally while keeping costs under control in order to maximize profits
- Implemented incentive programs to motivate team members
- Analyzed data from completed projects to identify trends or patterns that could be used for future initiatives
- Administered and created training and awareness presentations or materials
- Considered cost effectiveness, technical feasibility and acceptance to assess or propose sustainability initiatives.
Education
Bachelor of Science - Electrical Engineering
Jawaharlal Nehru Technological University
Anantapur 01.2007 - 01.2011
Skills
Customer Relationship Management
Accomplishments
- Excellence in Customer Service Award - Awarded for consistently surpassing customer satisfaction targets and implementing innovative strategies to enhance customer experience.
- Outstanding Customer Service Achievement Award - Recognized for exceptional problem-solving skills, resolving complex customer issues and retaining high customer loyalty.
- Customer Service Team of the Year - Led a highly successful customer service team, achieving the highest customer satisfaction ratings in the company and increasing overall customer retention.
- Service Excellence Award - Acknowledged for consistently providing exceptional service, exceeding customer expectations, and driving positive customer feedback.
Timeline
Scrum Master
03-2023
Six Sigma Green Belt
03-2023
SQL
02-2023
Project Manager
Deluxe Entertainment Distribution India Private Limited
11.2022 - 09.2023
Agile Methodologies
08-2020
Excel
03-2016
Team Leader - Project Management
PTW India Private Limited
11.2014 - 10.2022
Bachelor of Science - Electrical Engineering
Jawaharlal Nehru Technological University
01.2007 - 01.2011
Declaration
I hereby declare that all the above information is in correct with fact or truth up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Declaration
I hereby declare that all the above information is in correct with fact or truth up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
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